Spin Casino account closure requested - Get offered a bonus!

[vinylweatherman]

Hi Guys,

Please don't shoot me down for saying this, but I personally don't see a problem with this. I understand from the OP's post that there wasn't a mention of a gambling problem, the reasons were provided? Why wouldn't the casino try and retain the custom by offering a bonus?

Apologies if I have missed something, but isn't this just the same as when you try and end a phone contract and they offer you an upgrade?

Steps back and hopes this is a 'rep friendly' thread.

Mark

One problem is that not all players will admit they have a problem, so the casino should tread carefully when it comes to trying to retain the player. They might also look to their level of service to that player as it could be the result of not being properly appreciated for a while, and they shouldn't have to be put over a barrel by the customer before they decide to appreciate them better. This, as has been said, could also open the casino up to the problem of players asking for their accounts to be closed in the hope of being offered something extra to stay. If this becomes routine, then it's an accident waiting to happen as CS will fall into the trap of treating all closure requests as an attempt to "squeeze the casino's balls" a little, and a genuine problem gambler could slip through the net and be offered an incentive to play more, rather than dealt with properly. This could then result in the casino coming under fire from the regulator.

The energy regulator has already put considerable pressure on the industry to rid it of the practice of only giving the best deals to customers who are somewhat aggressive in threatening to move, or even moving regularly just to get a year or two on each supplier's "new customer deals". Now, suppliers have to actively promote their best deals to customers who are on more expensive tariffs, and they are only allowed one tariff of each kind, which is about 4 or 5 in total, not the "thousands" that there once were throughout the industry.

 

[Mark_32Red (retired acct)]

With all respect to Mark at 32red who I rate as one of the best 5 reps on CM, I think you were unwise to comment here:

Hi Dunover,

I don't agree that I was unwise, sorry. I wanted to chirp in with my (personal) opinion, isn't that what the forum is all about?

Someone suggested earlier in the thread that my role (marketing) in general may put a different slant on things, which is probably true, but I still stand by my opinion that it isn't wrong to ask why someone wants to close. And hey, provided a player hasn't suggested they may have a gambling problem (or shown that in their style of play) then why wouldn't you offer a comp of some kind?

The large majority of players who request a closure, at least the ones I see, are people who are "fed up with the games" or "this casino isn't lucky for me" or "you don't give me enough bonuses" - all of which (IMPO, not 32Red's) deserve a few spins on the House. Any hint of "I've won and I don't want to be tempted" or "I've lost too much" etc would of course be treated differently.

I recently called a competitor and asked for my casino account to be closed, they asked why and I said I was going to try my luck elsewhere. I was instantly offered a decent size comp to stay. I politely declined and continued with closure. I didn't feel upset by this offer, but again that may be because I am in the industry.

Thanks for letting me share my opinion, sorry if my "rep" status puts a different slant on it, but hopefully I have stated enough that this is MY opinion.

Mark

 

[Tirilej]

With all respect to Mark at 32red who I rate as one of the best 5 reps on CM, I think you were unwise to comment here:

We have started threads because we want the reps to be more involved, and then you say something like that.

Was that just when it comes to posting promotions or saying funny things?
Are they not humans with their own opinions, or just dolls working for a casino?

Please don't mind dunover Mark. He is not speaking for all of us, and I welcome everybodys opinions, no matter where they work

 

[dunover]

Hi Dunover,

I don't agree that I was unwise, sorry. I wanted to chirp in with my (personal) opinion, isn't that what the forum is all about?

Someone suggested earlier in the thread that my role (marketing) in general may put a different slant on things, which is probably true, but I still stand by my opinion that it isn't wrong to ask why someone wants to close. And hey, provided a player hasn't suggested they may have a gambling problem (or shown that in their style of play) then why wouldn't you offer a comp of some kind?

The large majority of players who request a closure, at least the ones I see, are people who are "fed up with the games" or "this casino isn't lucky for me" or "you don't give me enough bonuses" - all of which (IMPO, not 32Red's) deserve a few spins on the House. Any hint of "I've won and I don't want to be tempted" or "I've lost too much" etc would of course be treated differently.

I recently called a competitor and asked for my casino account to be closed, they asked why and I said I was going to try my luck elsewhere. I was instantly offered a decent size comp to stay. I politely declined and continued with closure. I didn't feel upset by this offer, but again that may be because I am in the industry.

Thanks for letting me share my opinion, sorry if my "rep" status puts a different slant on it, but hopefully I have stated enough that this is MY opinion.

Mark

Forgive me Mark, but I just found it a tad hypocritical when taken in context with recent customer-unfriendly changes made (not by you personally) at 32red. Just my opinion from a player's perspective! I still rate 32red and their sister sites as the best MG downloads and compared to some sites feel privileged to play at them, but the while accepting the reasoning of your opinion here why can't that ethos also be applied to the recent changes? Just sayin'

Of course you are welcome to your opinion and it carries far more weight than some others on here. I apologize, I should have worded that better, maybe:
'In the light of recent (unpopular) changes at a certain site I find it ironic that a comment regarding the right action toward a dissatisfied customer should be made by their rep'.......

I hope that removes any doubt about the intention of my reply to Mark and makes my position a bit clearer. Of course you are marketing rep and have knowledge of what players like regarding cash-outs and I know if it were in your powers you wouldn't have actioned these changes yourself and they come from further up. When players complain about them I know you are in a sensitive position and have to stay clear from the threads concerning them (as you indeed did). Just letting you know I understand this fact and in recognition of that and in retrospect some may have judged my reply a tad unfair too.

Now I will beat a retreat......

 

[AudiManinBoro]

A rep has a right to a personal opinion as much as any other member of the forum providing they are not giving a view or representing the casino they work for/with at that time. Marks opinion was just that. An opinion. And he has as much right as any of us, to give an opinion on a free standing discussion forum. Not everyone will agree with him, not ever one agrees with anything anyone says but reps are not just here to talk about the casinos they work with, they are people just like us with opinions just like us and as far as im concerned he and every rep like him/her are more than welcome to chime in on any issue they feel they wish to contribute towards.

 

[georgiad95]

Its just crafty tactics all companies use to coerce you into staying. Similar thing happened with my gym membership just the other week, so not even limited to the casino world. Tell them again NO really angrily and they'll get the point.

 

[vinylweatherman]

Hi Dunover,

I don't agree that I was unwise, sorry. I wanted to chirp in with my (personal) opinion, isn't that what the forum is all about?

Someone suggested earlier in the thread that my role (marketing) in general may put a different slant on things, which is probably true, but I still stand by my opinion that it isn't wrong to ask why someone wants to close. And hey, provided a player hasn't suggested they may have a gambling problem (or shown that in their style of play) then why wouldn't you offer a comp of some kind?

The large majority of players who request a closure, at least the ones I see, are people who are "fed up with the games" or "this casino isn't lucky for me" or "you don't give me enough bonuses" - all of which (IMPO, not 32Red's) deserve a few spins on the House. Any hint of "I've won and I don't want to be tempted" or "I've lost too much" etc would of course be treated differently.

I recently called a competitor and asked for my casino account to be closed, they asked why and I said I was going to try my luck elsewhere. I was instantly offered a decent size comp to stay. I politely declined and continued with closure. I didn't feel upset by this offer, but again that may be because I am in the industry.

Thanks for letting me share my opinion, sorry if my "rep" status puts a different slant on it, but hopefully I have stated enough that this is MY opinion.

Mark

This problem can arise when a casino takes a loyal customer for granted, and starts chipping away at what attracted them in the first place. Whilst some players will accept such an offer to stay, they will quickly learn that it's back to being unappreciated, and only appreciated again the next time they call to close their account. This teaches players that this is the necessary behaviour for getting a good deal, and it will breed a growing class of players who will turn the tables on the casino through using their marketing and retention policy against them by pretending to be dissatisfied enough to turn to a competitor simply as a ruse to get offered another comp, rather than because they genuinely intend to leave if their bluff is called by the casino.

Many companies use a similar tactic, and it only works because they have so many "suckers" who stay loyal without ever getting a sniff of the best deals. This is now beginning to change as we have had a number of TV shows telling us what suckers we are, and what we SHOULD be doing with our loyalty. In effect, disloyalty pays well, and a few companies are now seeing problems from having too many "smart" customers amongst the "suckers" who repeatedly try to screw the best deal, and if they can't get what they want, they will jump to a competitor for their loss making "new customer offer" with no intention of sticking around once the deal is over to allow the company to claw back what it spent on acquisition and make some actual profit from them.

It's not dissimilar to the players who ONLY cherry pick the highest percentage bonuses, rather than playing when they feel like playing irrespective of what's on offer that day.

 

[Jasminebed]

A casino should close an account when requested to do so.

The email the OP said he was required to answer their questions in order for this to happen.

I would not see a problem with an email that read alon the lines of:

As requested, we have closed your account. We strive to provide the best gaming experience, and would appreciate if you could take a moment to tell us why so we may improve. If there as been a specific problem, perhaps we can solve it.

Should you feel that you are spending too much we have the Responsible Gaming Limits: Such limits may be set at any time by you on your account, on a daily, weekly and/or monthly basis, or a combination of these limits that suit you. This option allows to still enjoy gaming without overspending.

If you would be willing to give us another chance, we would be pleased to reopen your account and offer a 100% match up to £150.00 promotion on your next deposit of £20.00 or more. Valid for 48 hours. Please contact us once this deposit is made for us to manually add the bonus for you.

We are sorry to see you leave, and please feel free to contact us to reopen your account if you change your mind. If you would like us to permanently close your account for reasons of problem gambling and/or addiction, please let us know you and we will make your account closure final. (they could add a link here)

In closing, thank you for your business.​

Closing the account should not be conditional on the customer replying

 

[Matt44UK]

Well, I also shut my account down on here a few days ago through LiveChat, got offered some sort of "bonus" instead, I asked if it came with any WR (I mean, I'm not going to turn down a free chip, am I?) they replied that it did come with a standard WR so I said no, it's ok - just terminate the acount and be done with it. Just standard industry attempts at client retention, basically.

They closed my account there and then and that was that, thankfully.