Casino Complaint unexplained ban superiorcasino

[LLIuIIa4]

Are you going to apologize for the way you mistreated the customer service reps?

Seems you have a habit of getting nasty with anyone who doesn't agree with you.

You must be kidding? In the last complaint aplogized (since I was wrong) and I can once again aplogize, I'm not proud. And before that deceitful representative I am not going to apologize, let himself apologizing for a ban and how he said it is their fault. Then he tries to show "what they are good casino" but in fact it is false. I am 100% sure that if it were not for this site they would not have even returned the deposit. I will post the complaint on all Russian-speaking forums, to encourage people to bypass the network by Riva. Cause they like to confiscate winnings, and blatantly lie to the players

P.S Here is the link to the last complaint, which I apologized

 

[Slotaholic]

I read this post and i dont get it.

The account was closed beacuse he is accused of playing at other casinons that arn´t linked to this casino.

First,is this not allowed?,if it isnt then it should be in the t&c.
And they should be able to prove what he has been accoused of.

If it is,why do the give a rats ass if he playes at another casino and then whants to try this one?

If he was rude or not doesnt matter in this case becasue the account wasn´t locked because he was rude,it was locked because he was accoused of winning.

And beeing rude doesnt help solving the matter.

/slotaholic

 

[KasinoKing]

I read this post and i dont get it.

The account was closed beacuse he is accused of playing at other casinons that arn´t linked to this casino.

First,is this not allowed?,if it isnt then it should be in the t&c.
And they should be able to prove what he has been accoused of.

If it is,why do the give a rats ass if he playes at another casino and then whants to try this one?

This case really is quite straight forward IMO.
Someone at Rival made the mistake of blocking the players account at the wrong time - it was simple human error.

The normal sequence of events with Rival casinos is this:
* Player joins the casino and takes the free-chip.
* Player wins, makes his deposit and cashes out his winnings.
* Rival pay the player and then assess him - if they think he's won too much from bonuses, they globally bonus-ban him across their network.
* If they suspect the player is fraudulent in any way, they block all his Rival accounts until they have thoroughly investigated.
Personally I don't see anything wrong with any of that.

Like I said, I think this was a simple mistake by someone blocking his account between his deposit & withdrawal when this should have been done after his withdrawal.

KK

 

[vinylweatherman]

This case really is quite straight forward IMO.
Someone at Rival made the mistake of blocking the players account at the wrong time - it was simple human error.

The normal sequence of events with Rival casinos is this:
* Player joins the casino and takes the free-chip.
* Player wins, makes his deposit and cashes out his winnings.
* Rival pay the player and then assess him - if they think he's won too much from bonuses, they globally bonus-ban him across their network.
* If they suspect the player is fraudulent in any way, they block all his Rival accounts until they have thoroughly investigated.
Personally I don't see anything wrong with any of that.

Like I said, I think this was a simple mistake by someone blocking his account between his deposit & withdrawal when this should have been done after his withdrawal.

KK

So, if you finally get bonus banned by Ladbrokes for winning too much, it would be fine with you to find that you are automatically bonus banned globally by Microgaming?
Similarly, if one MGS casino casts doubt on your account and begins an investigation, a global lockdown of all your accounts across the MGS network pending the outcome of the investigation is OK with you?

This is how independently run Rival casinos operate cooperatively together, and if it is OK for Rival to do this, it should be OK for any other software supplier to offer a similar network service to it's licensees.

 

[vinylweatherman]

I read this post and i dont get it.

The account was closed beacuse he is accused of playing at other casinons that arn´t linked to this casino.

First,is this not allowed?,if it isnt then it should be in the t&c.
And they should be able to prove what he has been accoused of.

If it is,why do the give a rats ass if he playes at another casino and then whants to try this one?

If he was rude or not doesnt matter in this case becasue the account wasn´t locked because he was rude,it was locked because he was accoused of winning.

And beeing rude doesnt help solving the matter.

/slotaholic

Rudeness can take many forms, it is not just about being abusive to another.

It is equally rude to be polite, but treat someone like trash, or even to "stonewall" them at every turn when they are trying to resolve a disagreement. Rudeness can lead to reciprical rudeness, not necessarily of the same form. The politely rude attitude by CS in this case lead to some pretty IMpolite rudeness from the player.

"Big business" has itself to blame for much of this. Many treat their customers as an irritating inconvenience, rather than their sole reason for existing. This predisposes customers to expect that every business they encounter has the same distain beneath the veneer of polite promises. This can lead to rapid escalation to rudeness when even the slightest thing goes wrong, even though it is unjustified.

CS agents are generally trained to deal with this, and to control their emotions when dealing with a customer that is losing control of theirs. Customers on the other hand, have had no such training, so are often the first to lose control and use rudeness, even threats, to get the business to "see sense". In some cases, investigations by regulators and other bodies has shown that the "big business" INTENTIONALLY tried to screw the customers, and in many of the other cases, serious incompetence has been a major factor in simple problems becoming giant unresolvable ones.

The bottom line is that this case was down to a casino enforcing a term that does not exist, the invisible term that prohibits players from not depositing at the Rival casino they have just had the free chip from before claiming a similar offer at any other Rival casino, whether independent from the first or not.

The error can't have been at Rival, as the rep assured us that they don't use Rival central support, but have their own in-house team.

 

[KasinoKing]

So, if you finally get bonus banned by Ladbrokes for winning too much, it would be fine with you to find that you are automatically bonus banned globally by Microgaming?
Similarly, if one MGS casino casts doubt on your account and begins an investigation, a global lockdown of all your accounts across the MGS network pending the outcome of the investigation is OK with you?

Yes, it would be fine with me if Microgaming adopted that bonus policy.
Bonuses are a privilege, not a right. Any casino is free to remove bonus offers from any of their players - as you yourself already know.
As long as it is administered fairly, I don't see the problem. i.e. Pay the player then bonus-ban him.

Let me make this 100% clear though - I would not be HAPPY about it!
I am absolutely NOT happy that Rival do this either - but it's their loss because I just go and play on a different casino where I do still get bonuses.

KK

 

[vinylweatherman]

Yes, it would be fine with me if Microgaming adopted that bonus policy.
Bonuses are a privilege, not a right. Any casino is free to remove bonus offers from any of their players - as you yourself already know.
As long as it is administered fairly, I don't see the problem. i.e. Pay the player then bonus-ban him.

Let me make this 100% clear though - I would not be HAPPY about it!
I am absolutely NOT happy that Rival do this either - but it's their loss because I just go and play on a different casino where I do still get bonuses.

KK

This would not be possible if other software vendors implemented this policy.

The other problem is in how often casinos get it wrong. It deprives the customer of the ability to take that custom elsewhere. They either have to continue as a "second class customer", or quit.

This seems unique to the online casino business, and even to only a couple of software suppliers. Normally, any business would LOVE the chance to gain a customer who has become disillusioned at the service they have received at a competitor.

Hopefully, the online casino industry will wake up to the fact that the arbitrary and secret nature of the current operation of this kind of policy is going to cost them in the long term. This will not only be through the loss of disillusioned current customer, but it being harder to lure new customers who steer clear because they have heard of such things happening to others, and for no obvious reason.

Openness is the best policy, and many casino groups are open about having "one bonus across the whole group" policies, and it is clear in such cases that taking a free chip or SUB at one casino in the group means that you are not eligible for similar offers at any of the other casinos in the group.

All Rival need to do is have an open "one free chip per player across all Rival powered casinos", and have this made a prominent term in the terms for the free chip. They could even extend this to some of the deposit bonuses, although for existing players, these seem to be managed by the lobby.

What is wrong is the current "bait and switch" approach of letting players have as many free chips as they want, and then setting the ban only when they win, often refusing to say why, and sometimes even confiscating that win.

It seems Rival want a software wide policy, but do not want players to know too much about it, else they would voluntarily limit their play to just one or two Rival casinos, leaving new entrants less chance of getting these players to try a third, fourth, etc Rival casino.

 

[Tirilej]

What Rivals and other casinoowners don't get is if I play 10 free chips at 10 different casinos, and manage to win and cash out from one of them, where do you think I will become a customer?
If it's the free bonuses that attracts customers, then it's the winnings that makes them stay.
So banning a player after he wins is a smart move? I don't think so...
I don't have a single Rival I want to play at now and that is sad because I do love their games.

 

[Seventh777]

What Rivals and other casinoowners don't get is if I play 10 free chips at 10 different casinos, and manage to win and cash out from one of them, where do you think I will become a customer?
If it's the free bonuses that attracts customers, then it's the winnings that makes them stay.
So banning a player after he wins is a smart move? I don't think so...
I don't have a single Rival I want to play at now and that is sad because I do love their games.

Agreed 100% hun, but, here`s the kicker, there is a very good chance that say 1 in 10/15 people will win on that free chip, so, if you get the same person starting accounts at the relevant amount of casinos they are going to win sooner or later, they overcome the obstacle of solo casinos giving a free chip by becoming 10-15 different people, these sort of people make a living out of this hun, they rarely deposit after a free cashout.

 

[Tirilej]

Agreed 100% hun, but, here`s the kicker, there is a very good chance that say 1 in 10/15 people will win on that free chip, so, if you get the same person starting accounts at the relevant amount of casinos they are going to win sooner or later, they overcome the obstacle of solo casinos giving a free chip by becoming 10-15 different people, these sort of people make a living out of this hun, they rarely deposit after a free cashout.

Now you're speaking that kind of english again that I don't understand
There is not 1 in 10/15 that wins from a free chip. It's not that easy.
It's impossible to live on it since you soon will run out of casinos to play at.
If it's fraudsters you are talking about then that maybe is a problem, but still a different story...ehh

 

[Seventh777]

Now you're speaking that kind of english again that I don't understand
There is not 1 in 10/15 that wins from a free chip. It's not that easy.
It's impossible to live on it since you soon will run out of casinos to play at.
If it's fraudsters you are talking about then that maybe is a problem, but still a different story...ehh

Okay, a challenge, go make accounts at some of the Virtual casino group, or better still, just make one account, i`m sure there are plenty of free chip coupons that still work at any given one, now as you are never going to deposit there or request a cashout, keep redeeming coupons till you make the w/r and see how many chips it takes .

There are more free chips here than you will ever need (yep I get bored sometimes lol)........

You do not have permission to view link Log in or register now.

My last birthday I had 15-20 free chips and cashed out just under £500 from the two I received from GoWild, i`m sure Gia would verify this and has my permission to do so if needed .

 

[Tirilej]

Okay, a challenge, go make accounts at some of the Virtual casino group, or better still, just make one account, i`m sure there are plenty of free chip coupons that still work at any given one, now as you are never going to deposit there or request a cashout, keep redeeming coupons till you make the w/r and see how many chips it takes .

There are more free chips here than you will ever need (yep I get bored sometimes lol)........

You do not have permission to view link Log in or register now.

My last birthday I had 15-20 free chips and cashed out just under £500 from the two I received from GoWild, i`m sure Gia would verify this and has my permission to do so if needed .

Seventh, I suddenly felt the need to ask you if you maybe are blonde?

 

[Seventh777]

Seventh, I suddenly felt the need to ask you if you maybe are blonde?

I am at weekends, but, that`s a whoooooooooooooooooole different story .

 

[vinylweatherman]

Agreed 100% hun, but, here`s the kicker, there is a very good chance that say 1 in 10/15 people will win on that free chip, so, if you get the same person starting accounts at the relevant amount of casinos they are going to win sooner or later, they overcome the obstacle of solo casinos giving a free chip by becoming 10-15 different people, these sort of people make a living out of this hun, they rarely deposit after a free cashout.

So, why do Rival have 15 or more versions of what is essentially the same casino run by the same people. Only with this setup would a player have 15 or more chances to win from the SAME company. If it is 15 independent casinos, the risk of paying out on a customer that is never going to deposit is shared, and the cost of doing so is outweighed by the benefit of being able to use such an offer, as well as the good PR obtained by paying out on the chip without quibble, as a means to attract customers who WILL go on to deposit.

Most casino groups have responded to the loss of the US market and the world recession by cutting the number of sister portals on offer, Rival on the other hand has gone for an expansion spree, this is despite the fact that so many of it's casinos have gone bust when they DID take US players. Now, more Rival casinos than ever are chasing fewer customers than ever. Even without the attentions of free chip hunters, this leaves insufficient money coming in from players to support such a large number of "clone" Rival casinos.

It is quite likely that further Rival casinos will go bust, or simply disappear without trace, leaving players reliant on the promise from Rival that they will bail out the players, but with affiliates maybe not so lucky.

One has already gone bust this year, vanishing without trace, along with players' and affiliates' money. It was a minor one targetting the French market, and clearly too "niche" to survive. This is AFTER Rival have supposedly learned the lessons from before, when a raft of white labels simply vanished with players' money and stopped communicating with anyone.

 

[butterflyboogie]

Ok I may be right, I may be wrong but here goes. IMO if a casino offers a free chip and a person takes it, then that is that. If he or she wins fine, if they don't then that's fine too. Years ago when I first started online casinos I accepted free chips from several casinos, I did not know that this was a "no no". I just merely wanted to see which one "felt" right for me. To me it is ludicrous to offer someone a bonus, they win, and the casino sends a red alert to not let this person get a bonus or better yet an account. To me it's not logical; if that is the case just don't offer a bonus chip, wouldn't this make more sense? I know I don't understand all the criteria but some things I just can't wrap my brain around it and I think of.myself as fairly intelligent

 

[Seventh777]

So, why do Rival have 15 or more versions of what is essentially the same casino run by the same people. Only with this setup would a player have 15 or more chances to win from the SAME company. If it is 15 independent casinos, the risk of paying out on a customer that is never going to deposit is shared, and the cost of doing so is outweighed by the benefit of being able to use such an offer, as well as the good PR obtained by paying out on the chip without quibble, as a means to attract customers who WILL go on to deposit.

Probably for the same reason casino rewards and the Virtual group do, ask yourself why only one identical bonus is allowed at the casino rewards group out of any that share the same bonus, Rival, you have to deposit before you can withdraw, not to sure about MGS but i`m kinda certain that before any withdrawal to a preferred withdrawal method, you must have deposited using it. RTG have the only one NDB allowed between deposits rule in force

Most casino groups have responded to the loss of the US market and the world recession by cutting the number of sister portals on offer, Rival on the other hand has gone for an expansion spree, this is despite the fact that so many of it's casinos have gone bust when they DID take US players. Now, more Rival casinos than ever are chasing fewer customers than ever. Even without the attentions of free chip hunters, this leaves insufficient money coming in from players to support such a large number of "clone" Rival casinos.

This is a time of a bleak economy and ofc the knock on affect of losing a huge slice of the online gambling customers (the USA), some are trying to cope with this by using unethical work practices including the once staunch MGS and Playtech brands to name but two, they need customers, they need lower outgoings, it seems many have resorted to predatory standards to accomplish this.

It is quite likely that further Rival casinos will go bust, or simply disappear without trace, leaving players reliant on the promise from Rival that they will bail out the players, but with affiliates maybe not so lucky.

One has already gone bust this year, vanishing without trace, along with players' and affiliates' money. It was a minor one targetting the French market, and clearly too "niche" to survive. This is AFTER Rival have supposedly learned the lessons from before, when a raft of white labels simply vanished with players' money and stopped communicating with anyone.

Couldn`t agree more with this, I look at some of the power houses of Rival owners - Vegas Regal springs to mind, and look how they went.

 

[Seventh777]

Ok I may be right, I may be wrong but here goes. IMO if a casino offers a free chip and a person takes it, then that is that. If he or she wins fine, if they don't then that's fine too. Years ago when I first started online casinos I accepted free chips from several casinos, I did not know that this was a "no no". I just merely wanted to see which one "felt" right for me. To me it is ludicrous to offer someone a bonus, they win, and the casino sends a red alert to not let this person get a bonus or better yet an account. To me it's not logical; if that is the case just don't offer a bonus chip, wouldn't this make more sense? I know I don't understand all the criteria but some things I just can't wrap my brain around it and I think of.myself as fairly intelligent

And here lies the whole problem hun, ofc it is nice to receive a free chip and maybe win for nothing, but, some people out there throttle this to they do win, it stands to reason, any deposit into your casino account is a deposit, it does not matter whether it is a free chip or not, it is still casino currency, as we all know, between our many deposits that we do not withdraw on, every now and then we hit a payout streak, but we have used our own money, these bonus abusers are basically doing the same but using the casino`s cash and not theirs, they have made the whole scenario what it is today with their blatant bonus beating ethics.

 

[chuchu59]

What Rivals and other casinoowners don't get is if I play 10 free chips at 10 different casinos, and manage to win and cash out from one of them, where do you think I will become a customer?
If it's the free bonuses that attracts customers, then it's the winnings that makes them stay.
So banning a player after he wins is a smart move? I don't think so...
I don't have a single Rival I want to play at now and that is sad because I do love their games.

I can broadly classify new players into 2 groups, one which cleans up every ND bonus available and creates a furore on different forums if they hit some obstacles in getting paid. The other group consists mainly of innocent player intent on locating an online casino worth their long-term patronage. They want to test casino support and the games and should they win the casinos should pay them without hassles and gain a customer. Sadly, the op seems to be in the former category. He is not excited about the games and though he claims to have issues with support staff with account closure and in the other thread (racial discrimination) he is more concerned about getting paid off free chips. At least after the unlocking of his account that's the first thing he expressed dismay at. He seems to distract us all from the real issue - being paid off a free chip. Without doubt, the casino should pay and they only have themselves to blame for offering freebies and then not honouring payment. Honestly, I doubt players from the first category are of any value to the casinos. Just a swarm of locusts if I may say so.

 

[Tirilej]

I can broadly classify new players into 2 groups, one which cleans up every ND bonus available and creates a furore on different forums if they hit some obstacles in getting paid. The other group consists mainly of innocent player intent on locating an online casino worth their long-term patronage. They want to test casino support and the games and should they win the casinos should pay them without hassles and gain a customer. Sadly, the op seems to be in the former category. He is not excited about the games and though he claims to have issues with support staff with account closure and in the other thread (racial discrimination) he is more concerned about getting paid off free chips. At least after the unlocking of his account that's the first thing he expressed dismay at. He seems to distract us all from the real issue - being paid off a free chip. Without doubt, the casino should pay and they only have themselves to blame for offering freebies and then not honouring payment. Honestly, I doubt players from the first category are of any value to the casinos. Just a swarm of locusts if I may say so.

I agreed with you at first when I read this, but then I remembered how it was for me when I first started playing.
I also believe that many of us started like me, and still do for that matter, since that was what I was tought in the forum where I started.
I was signing up to every casino I could find that had a free chip. In rogues casinos too since I didn't understand what that was at the time. It wasn't so much about winning or cashing out. It was more the thrill of playing.
When I finally won some, in a Rival, of a free chip I started complaining in that forum for them not paying me for two weeks
That's how we are in the beginning. Maybe not everyone but I know that if I remember how it was for me and how I reacted, it's a lot easier to have patience with someone coming here to complain.
If he will continue to play he will learn. I'm sure of that.

I did and I have learned a lot on the way. Am I making money on gambling? Nope! But I only give to those casinos that deserve my money.

 

[chuchu59]

I agreed with you at first when I read this, but then I remembered how it was for me when I first started playing.
I also believe that many of us started like me, and still do for that matter, since that was what I was tought in the forum where I started.
I was signing up to every casino I could find that had a free chip. In rogues casinos too since I didn't understand what that was at the time. It wasn't so much about winning or cashing out. It was more the thrill of playing.
When I finally won some, in a Rival, of a free chip I started complaining in that forum for them not paying me for two weeks
That's how we are in the beginning. Maybe not everyone but I know that if I remember how it was for me and how I reacted, it's a lot easier to have patience with someone coming here to complain.
If he will continue to play he will learn. I'm sure of that.

I did and I have learned a lot on the way. Am I making money on gambling? Nope! But I only give to those casinos that deserve my money.

Taking all free chips in the market does not imply that the player in question abuses them. If I may say so, it may just mean that he/she prefers to exercise caution and tests a casino's support and the software before using his/her own hard-earned money for a flutter. Indeed, if you are not satisfied with the service you never visit the casino again regardless of whether you won or not on the free chip.

Complaining about not getting winnings from a free chip is one thing but continuously bashing a host of casinos for not paying whilst not using one's own money to deposit is another. You have subsequently proven yourself to be in the 2nd category I stated in my previous post by depositing at various casinos and being actively engaged in forum-talk. There are others who just engage in a one or twice-visit stand to coerce the casinos into paying them and then disappear forever. Only time will tell as to who the genuine players are.

 

[butterflyboogie]

Ok I may be right, I may be wrong but here goes. IMO if a casino offers a free chip and a person takes it, then that is that. If he or she wins fine, if they don't then that's fine too. Years ago when I first started online casinos I accepted free chips from several casinos, I did not know that this was a "no no". I just merely wanted to see which one "felt" right for me. To me it is ludicrous to offer someone a bonus, they win, and the casino sends a red alert to not let this person get a bonus or better yet an account. To me it's not logical; if that is the case just don't offer a bonus chip, wouldn't this make more sense? I know I don't understand all the criteria but some things I just can't wrap my brain around it and I think of.myself as fairly intelligent

And here lies the whole problem hun, ofc it is nice to receive a free chip and maybe win for nothing, but, some people out there throttle this to they do win, it stands to reason, any deposit into your casino account is a deposit, it does not matter whether it is a free chip or not, it is still casino currency, as we all know, between our many deposits that we do not withdraw on, every now and then we hit a payout streak, but we have used our own money, these bonus abusers are basically doing the same but using the casino`s cash and not theirs, they have made the whole scenario what it is today with their blatant bonus beating ethics.

. I understand this now and it does make sense. I would always deposit after the chip but I see now how someone could take advantage of this. Thank you

 

[Seventh777]

. I understand this now and it does make sense. I would always deposit after the chip but I see now how someone could take advantage of this. Thank you

You`re welcome .

 

[LLIuIIa4]

I can broadly classify new players into 2 groups, one which cleans up every ND bonus available and creates a furore on different forums if they hit some obstacles in getting paid. The other group consists mainly of innocent player intent on locating an online casino worth their long-term patronage. They want to test casino support and the games and should they win the casinos should pay them without hassles and gain a customer. Sadly, the op seems to be in the former category. He is not excited about the games and though he claims to have issues with support staff with account closure and in the other thread (racial discrimination) he is more concerned about getting paid off free chips. At least after the unlocking of his account that's the first thing he expressed dismay at. He seems to distract us all from the real issue - being paid off a free chip. Without doubt, the casino should pay and they only have themselves to blame for offering freebies and then not honouring payment. Honestly, I doubt players from the first category are of any value to the casinos. Just a swarm of locusts if I may say so.

if they blocked me before deposit, I would not write the complaint, and they wanted to cash in like rats $ 30 it's actually a very blasphemous. (Why are they not blocked me immediately if they were my documents? Can you explain to me so smart? Chchu59.Once again, blame me, I too will start to blame you, understand? Between checking documents and deposit 3 days have passed, and then they asked for a deposit and then blocked account. Do you think it's just a coincidence? What the hell did not they just blocked me, who can explain to me? may be their representative? or is he just knows how to slander?)

 

[P.V.]

if they blocked me before deposit, I would not write the complaint, and they wanted to cash in like rats $ 30 it's actually a very blasphemous.

I don't see anything blasphemous going on here IMO. " Sacrilegious against God or sacred things"

Didn't I read where the Rep. reviewed this again and re-opened your account, you're going to get paid?

If so alls good, no need for the back and forth as this one seems to be heading south quickly.

Calm down, move forward you'll sleep better and be a happier person. Go hug someone.

 

[Nifty29]

I can broadly classify new players into 2 groups, one which cleans up every ND bonus available and creates a furore on different forums if they hit some obstacles in getting paid. The other group consists mainly of innocent player intent on locating an online casino worth their long-term patronage. They want to test casino support and the games and should they win the casinos should pay them without hassles and gain a customer. Sadly, the op seems to be in the former category. He is not excited about the games and though he claims to have issues with support staff with account closure and in the other thread (racial discrimination) he is more concerned about getting paid off free chips. At least after the unlocking of his account that's the first thing he expressed dismay at. He seems to distract us all from the real issue - being paid off a free chip. Without doubt, the casino should pay and they only have themselves to blame for offering freebies and then not honouring payment. Honestly, I doubt players from the first category are of any value to the casinos. Just a swarm of locusts if I may say so.

I agree with Chu.

It's really about the intent of the player. It's not a crime to claim every free chip on offer, but genuine players don't claim ten chips from ten casinos each day for weeks until they exhaust every option. A player like this is just trying to supplement their income and many of them are from poor or lowly-paid areas of the world, and hence won't generally become a regular player at any casino ever.....again, not a crime, but it means genuine players who actually have regular casinos they deposit at, and play free chips whenever funds are low or a new casino opens, are subjected to draconian rules to protect the casinos against the freebie whores.

People who say that nobody should say anything about these freebie sharks and what they do is perfectly OK are not looking at the bigger picture.

I have seen remarks like "well don't offer freebies then" or "its the casinos fault for offering them". Well, I'm sure many of these people would be the first to complain when casinos stop giving free chips. I've seen many, many rants about people being pissed because they don't get enough freebies, so the casinos are damned either way. A lot of players won't even signup at a casino unless they get a freebie to try them out, so the casinos feel they have to offer them.

The OP needs to stop dissing everyone who doesn't agree with them....its getting very tiresome. Forget the language barrier..this guy is a nasty piece of work IMO.

 

[SAunnyS72]

if they blocked me before deposit, I would not write the complaint, and they wanted to cash in like rats $ 30 it's actually a very blasphemous. (Why are they not blocked me immediately if they were my documents? Can you explain to me so smart? Chchu59.Once again, blame me, I too will start to blame you, understand? Between checking documents and deposit 3 days have passed, and then they asked for a deposit and then blocked account. Do you think it's just a coincidence? What the hell did not they just blocked me, who can explain to me? may be their representative? or is he just knows how to slander?)

Ok now it's getting a bit ridiculous ... Here are the reasons why you should shut the F&$ k up and keep to your complain:

1. I gave you the benefit of the doubt but you just keep attacking well loved members here ... Yes ChuChu ... Not a good idea.
2. You should know by now whatever translation app you are using is making you sound extremely rude and yet you keep doing it !
3. Stop creating a mountain out of a molehill. Yes $30 bucks is nothing compared to the bigger scheme of things.
4. Finally, STOP jeopardizing your own freakin cause!

Nuff said!

 

[LLIuIIa4]

Ok now it's getting a bit ridiculous ... Here are the reasons why you should shut the F&$ k up and keep to your complain:

1. I gave you the benefit of the doubt but you just keep attacking well loved members here ... Yes ChuChu ... Not a good idea.
2. You should know by now whatever translation app you are using is making you sound extremely rude and yet you keep doing it !
3. Stop creating a mountain out of a molehill. Yes $30 bucks is nothing compared to the bigger scheme of things.
4. Finally, STOP jeopardizing your own freakin cause!

Nuff said!

I love criticism when it is justified, but not when it is built on your blank "guesswork." I was not trying to hurt your loved Chu, I was annoyed when he makes unsubstantiated conclusions about me. I described the whole scheme of events, it looks rather suspicious, and I gave the facts and do not blame the casino, "'cause I like it", as it does Chu

 

[LLIuIIa4]

I agree with Chu.

It's really about the intent of the player. It's not a crime to claim every free chip on offer, but genuine players don't claim ten chips from ten casinos each day for weeks until they exhaust every option. A player like this is just trying to supplement their income and many of them are from poor or lowly-paid areas of the world, and hence won't generally become a regular player at any casino ever.....again, not a crime, but it means genuine players who actually have regular casinos they deposit at, and play free chips whenever funds are low or a new casino opens, are subjected to draconian rules to protect the casinos against the freebie whores.

People who say that nobody should say anything about these freebie sharks and what they do is perfectly OK are not looking at the bigger picture.

I have seen remarks like "well don't offer freebies then" or "its the casinos fault for offering them". Well, I'm sure many of these people would be the first to complain when casinos stop giving free chips. I've seen many, many rants about people being pissed because they don't get enough freebies, so the casinos are damned either way. A lot of players won't even signup at a casino unless they get a freebie to try them out, so the casinos feel they have to offer them.

The OP needs to stop dissing everyone who doesn't agree with them....its getting very tiresome. Forget the language barrier..this guy is a nasty piece of work IMO.

First you should not worry about "how much money I have," and why I took the free chips, I have not violated the terms of the casino, so why the hell should I be blocked?

 

[LLIuIIa4]

Ok now it's getting a bit ridiculous ... Here are the reasons why you should shut the F&$ k up and keep to your complain:

what are you so put it, it shows your ignorance, nervousness, or, in any case would suggest you visit the hospital ..

 

[SAunnyS72]

what are you so put it, it shows your ignorance, nervousness, or, in any case would suggest you visit the hospital ..

Dude seriously ... You think that makes sense? .... Please when you try to say good things it sounds like an insult .... But when you try to insult it sounds like ... I don't know ... not an insult ... So stop it ... Or keep at it .... Whatever ...

 

[chuchu59]

Awwww Sunny. Dont say well-loved. I am starting to blush and besides my wife might get jealous lol.

I am stating things as I see them so if the OP wants to retaliate or even threaten me I dont mind though I do believe people usually get agitated when they are busted. There is no reason to be hostile. I was actually sympathising with the op until post #93 where he seemed more concerned with not being paid yet despite having his account reopened. That led me me to believe its more a case of receiving winnings off a free chip than the account closure.

T o the op; If you want to debate I am open to it but dont think of threatening me. It has never worked and it will never work. Tell you, I am currently combatting 3 huge organisations and I am not awed the very least. I actually thrive on that as long as I believe I am being reasonable.

 

[The Dude]

what are you so put it, it shows your ignorance, nervousness, or, in any case would suggest you visit the hospital ..

I'm giving you a vacation for 60 days. You've received four infractions in one thread and that should give you an indication that you are coming across aggressive and rude. A number of members have explained this to you - and it was the same issue in other threads.

This forum is possibly not a good match - I would stick with the Russian ones if I were you.

 

[Seventh777]

Damn, did this guys English grade up the longer this thread escalated?, from this...

if they blocked me before deposit, I would not write the complaint, and they wanted to cash in like rats $ 30 it's actually a very blasphemous. (Why are they not blocked me immediately if they were my documents? Can you explain to me so smart? Chchu59.Once again, blame me, I too will start to blame you, understand? Between checking documents and deposit 3 days have passed, and then they asked for a deposit and then blocked account. Do you think it's just a coincidence? What the hell did not they just blocked me, who can explain to me? may be their representative? or is he just knows how to slander?)

To this.........

I love criticism when it is justified, but not when it is built on your blank "guesswork." I was not trying to hurt your loved Chu, I was annoyed when he makes unsubstantiated conclusions about me. I described the whole scheme of events, it looks rather suspicious, and I gave the facts and do not blame the casino, "'cause I like it", as it does Chu

:notworthy

 

[maxd]

Damn, did this guys English grade up the longer this thread escalated?

Yeah, my thoughts exactly. A new and improved auto-translator maybe? Maybe not.

 

[The Dude]

The guy signed up a second account using a German proxy server (he so smart), but the moderators and I were wise to his awesome ingenuity and immediately placed him in the moderated users group. As expected, he posted some racist drivel in this thread - which we've deleted, but unfortunately he used the account to send a racist PM to Chuchu. My apologies - but he is history.

I hope that any casino manager reading this will close his player accounts as well. This guy shouldn't even be allowed to own a computer. What a douchebag.

 

[vinylweatherman]

And here lies the whole problem hun, ofc it is nice to receive a free chip and maybe win for nothing, but, some people out there throttle this to they do win, it stands to reason, any deposit into your casino account is a deposit, it does not matter whether it is a free chip or not, it is still casino currency, as we all know, between our many deposits that we do not withdraw on, every now and then we hit a payout streak, but we have used our own money, these bonus abusers are basically doing the same but using the casino`s cash and not theirs, they have made the whole scenario what it is today with their blatant bonus beating ethics.

The current swarm of bonus beaters are fuelled by a number of websites that offer detailed guides on how best to approach bonus beating in a very clinical manner for maximum profit. Who funds these websites? The CASINOS do! These sites all make their money from affiliate payments for bringing the bonus beaters to the casino. They probably opt for a fixed payment per player brought in, rather than percentage of losses, as they know the players will be beating the bonuses, and rarely, if ever, generating revenue for the casinos. These sites remain in operation because despite the fact they are generating swarms of players well versed in the best ways of beating the bonuses, the affiliate programs turn a blind eye to this activity rather than penalise them for "bad traffic" or closing their affiliate accounts.

If the affiliate programs refused to do business with sites that actively encouranged players to go from casino to casino, playing only the free chips and welcome bonuses at each, they would quickly change their focus in order to keep lining their OWN pockets. This at least would mean that players new to the scene would not have such easy access to ready made guides for bonus beating that would otherwise take years to figure out for themselves, during which time they may well lose money to the casinos.
Even without the visibilty of such websites, we still have all the spam, much of which focuses on the free chip and welcome bonus to the exclusion of any other aspect of the service offered. For these affiliates, they make MORE money from getting players to sign up at large numbers of casinos in a short space of time, rather than becoming loyal customers of a small number.

Whilst free chips and bonuses are here to stay for now, the marketing should take a broader approach, with more emphasis on the longer term benefits open to loyal players, and less on what they can get on day 1 of opening their account.

 

[chuchu59]

Yeah, my thoughts exactly. A new and improved auto-translator maybe? Maybe not.

As the saying goes' where there's a will, there's a way'. If only people tried they could do much better at respecting others , their customs and their cultures.

 

[chuchu59]

The guy signed up a second account using a German proxy server (he so smart), but the moderators and I were wise to his awesome ingenuity and immediately placed him in the moderated users group. As expected, he posted some racist drivel in this thread - which we've deleted, but unfortunately he used the account to send a racist PM to Chuchu. My apologies - but he is history.

I hope that any casino manager reading this will close his player accounts as well. This guy shouldn't even be allowed to own a computer. What a douchebag.

I am not surprised Bryan and this only serves to acquit CW of the allegation about discrimination towards Russians. This forum is one of the most accomodating forums to people of any ethnic origin. Americans,Australians, Brits, Canadians, Chinese, Finns, Germans,Hungarians, Irish, Japanese, Koreans. (exhausted). You name it they are here. We are all attracted here by a common magnet -online gaming. Let's keep it that way. Keep it up Bryan & co.

 

[TheLastCylon]

A player like this is just trying to supplement their income and many of them are from poor or lowly-paid areas of the world, and hence won't generally become a regular player at any casino ever.

Nifty, while I think that the OP has been proven to be a certifiable jackass with his behavior, I think that the complaints that have been generated by this thread have significant substance, and I think that this statement of yours reveals an inherent bias to your view.

Basically, I take serious issue with this sentence. It is both blindly prejudiced and explicitly classist. You may as well have said "these people are usually of those dreadful lower classes and thusly should be scorned and ignored."

While this person was obviously a jerk, that's all we know. We don't know anything else about him. And even if we did, even if he was proven to be some social degenerate, it doesn't release the casino of the criticisms mentioned. It's still not the fault of the jerk, it's the fault of the casino that provides an environment where people can break the "rules" of good gambling.

I have seen remarks like "well don't offer freebies then" or "its the casinos fault for offering them". Well, I'm sure many of these people would be the first to complain when casinos stop giving free chips. I've seen many, many rants about people being pissed because they don't get enough freebies, so the casinos are damned either way. A lot of players won't even signup at a casino unless they get a freebie to try them out, so the casinos feel they have to offer them.

Yes, but there are many who wouldn't complain. I certainly wouldn't. I would very much prefer a straightforward casino with rules that function as naturally expected. You can't make market-wide generalizations. And that still doesn't make what the players are doing bad. It's still the casino's fault if they can't make a viable business model that isn't a slapdash Frankenstein of obscure rules and terms.

 

[Pascal]

A couple of clarifications on Superior Casino's support

Hello everyone,

I know I'm digging up an old thread and the issue has already been addressed. The result was unfortunate for the player as he got himself banned from these forums, and from our casino. But he was paid his winnings. I believe the reason he became so angry was because he actually won over $1k with the free signup chip, but as you all know, these bonuses have high restrictions, so the max cash-out on this promotion was rather low, causing a large portion of his winnings to be removed when the promotion was completed.

Affiliates play a part on what the players are offered when they sign up, as these deals are negotiated with us. Some affiliates are therefore able to offer much better promotions than others.

However, I would like to explain how our support department works, and what our link with Rival's player classification is.

Like Superior stated, we do all our CS in-house. We have representatives in a couple of different countries, according to our player's needs. So when there's a big influx of players from a specific country (or language), we look for representatives that are native to the language so player issues can be resolved without language barriers. At the present time, we offer support in these languages: English, Spanish, French, Russian, German, Italian, Portuguese, and a couple reps also speak more languages - I personally speak French, Spanish, English and have good command of Italian. Of course, not all reps are available 24/7, it all depends on the influx of players speaking a certain language. Right now, for instance, Swedish players are not very common, so there is no Swedish support. Plus most Swedish players speak perfect English, so there is hardly a need. But anyway, I'm going on a tangent here.

So, there are players classed as "Rival-wide banned" - most of these have been banned from other Rival-powered casinos for whatever reason, and they are automatically banned when their data matches this database, so they're not allowed to deposit or even claim a promotion. We have little control over the banning parameters, but we can lift a ban on a case-by-case scenario, and we do. The way I see this is Rival gives us a heads up when a player is known to exhibit an abusive behavior. As with any human-driven decision, there is room for mistakes. This was likely the case with this particular player. Also, sometimes these bans don't happen right away. For instance, if a player signs up in our casino, claims the signup offer and plays it, and afterwards does the same on more Rival-powered casinos, he may become banned after signing up with us, but from this point on he will be banned from signing up on other Rival-powered casinos.

We do have a connection with Rival support, but that's an internal link - we can ask them for advice regarding a specific issue, usually related to configuring a promotion, or setting up a Class Act, so basically software-related issues. They don't deal with players directly.

I would like to add that we don't ban players because they try to cash out. That would definitely be grounds for one of those "worst of 2012" awards! There is, in my experience, always an explanation and it should be sought out before making assumptions.

Anyway, just adding a couple things to this thread. If there are any questions, or someone thinks I left something out, please let me know and I will do my best to give them a satisfying answer. Sorry for such a long post, I hope this sheds some light on the casino's reputation.

 

[vinylweatherman]

Hello everyone,

I know I'm digging up an old thread and the issue has already been addressed. The result was unfortunate for the player as he got himself banned from these forums, and from our casino. But he was paid his winnings. I believe the reason he became so angry was because he actually won over $1k with the free signup chip, but as you all know, these bonuses have high restrictions, so the max cash-out on this promotion was rather low, causing a large portion of his winnings to be removed when the promotion was completed.

Affiliates play a part on what the players are offered when they sign up, as these deals are negotiated with us. Some affiliates are therefore able to offer much better promotions than others.

However, I would like to explain how our support department works, and what our link with Rival's player classification is.

Like Superior stated, we do all our CS in-house. We have representatives in a couple of different countries, according to our player's needs. So when there's a big influx of players from a specific country (or language), we look for representatives that are native to the language so player issues can be resolved without language barriers. At the present time, we offer support in these languages: English, Spanish, French, Russian, German, Italian, Portuguese, and a couple reps also speak more languages - I personally speak French, Spanish, English and have good command of Italian. Of course, not all reps are available 24/7, it all depends on the influx of players speaking a certain language. Right now, for instance, Swedish players are not very common, so there is no Swedish support. Plus most Swedish players speak perfect English, so there is hardly a need. But anyway, I'm going on a tangent here.

So, there are players classed as "Rival-wide banned" - most of these have been banned from other Rival-powered casinos for whatever reason, and they are automatically banned when their data matches this database, so they're not allowed to deposit or even claim a promotion. We have little control over the banning parameters, but we can lift a ban on a case-by-case scenario, and we do. The way I see this is Rival gives us a heads up when a player is known to exhibit an abusive behavior. As with any human-driven decision, there is room for mistakes. This was likely the case with this particular player. Also, sometimes these bans don't happen right away. For instance, if a player signs up in our casino, claims the signup offer and plays it, and afterwards does the same on more Rival-powered casinos, he may become banned after signing up with us, but from this point on he will be banned from signing up on other Rival-powered casinos.

We do have a connection with Rival support, but that's an internal link - we can ask them for advice regarding a specific issue, usually related to configuring a promotion, or setting up a Class Act, so basically software-related issues. They don't deal with players directly.

I would like to add that we don't ban players because they try to cash out. That would definitely be grounds for one of those "worst of 2012" awards! There is, in my experience, always an explanation and it should be sought out before making assumptions.

Anyway, just adding a couple things to this thread. If there are any questions, or someone thinks I left something out, please let me know and I will do my best to give them a satisfying answer. Sorry for such a long post, I hope this sheds some light on the casino's reputation.

There is plenty of evidence that the Rival wide banning system will trigger for the "crime" of "being lucky", even when NOT playing with a bonus. This results in players who have never "abused" a promotion, but have had some outstanding luck, being entered onto this database, and then accused of "abuse" at another Rival casino because they have "shot first, and asked questions later" when the player has signed up with them.

Rival and the operators also lied repeatedly to the forum about the very existence of such a database for some time, and only when the evidence became overwhelming did operators start admitting that there WAS a central database, operated by Rival, that tracked players and shared their personal details with every Rival casino they signed up at, no matter how "independent" said Rival casino was.

This "sham independence" is part of the problem that ended with ALL Rival casinos deemed to be "white label" being thrown into the "not recommended" section based on a number of problems with a subset of the "white label" operations.

It would be like Jackpot Factory giving all your details and play history to Microgaming, and then Microgaming passing this in condensed form to, say, Palace Group, who would take it as gospel and ban you the minute you registered with them.

One must remember that whether a promotion has been "abused" is OPINION, not fact, yet one operator's flawed opinion with Rival can end up with a player getting blacklisted at ALL Rival powered casinos.

This database, and it's use, is holding back those Rival operators who seek to "break the mould" and be seen to be making their own judgement calls, rather than having Rival do it for them.

 

[Tirilej]

Swedish players are not very common, so there is no Swedish support. Plus most Swedish players speak perfect English, so there is hardly a need

I believe all Swedish players are banned from promotions, so that's maybe the reasons why we are not so common anymore. We are bonusabusers every single one of us

 

[Nifty29]

Pascal, I appreciate your input, but I think your assessment of the facts is wrong.

You say that players aren't banned Rival-wide for being lucky, but rather because they exhibit "abusive behaviour" (re bonuses) and/or have claimed signup boni (VWM lol) at other Rival casino in close succession.

Well, I scarcely know where to begin.

Firstly, there is no such animal as "bonus abuse". It's just a term used by operators who fail to target or formulate their promotions properly.....usually after someone has cleaned them out. If you offer a bonus, and someone takes it, and adheres to the rules, then they are not committing a criminal act.....they are doing precisely what you stipulated they needed to do. If you offer 10 bonuses, and that player takes all 10, and follows the rules and wins, tell me where the "abuse" takes place? Sure, there are some who jump from casino to casino just claiming free chips.....if you dont like this kind of behaviour, don't encourage it by offering it in the first place. It's simple. Just have a match deposit promotion.

Secondly, following on from that, if you don't want the same player claiming free chips at every Rival, then stipulate a "one free chip across the group" term. After all, if you've played one rival you've played them all, so the need to test drive the software isnt there after the first one. The current system you have pretty much says to players "come and take our free chip, and feel free to cashout.....but if you do, you'll find yourself on a Rival blacklist and you'll be treated like a criminal or fraudster.....but hey....stick around and bevome a loyal player!!". Does anyone see the problem here? The policy actually drives players away. Many players will test the waters with a freebie, and, especially if they win, will stay on and become a regular. It's how I have done it for a decade.....but your system just assumes everyone is out to hit and run.

Lastly, your promotion banning system DOES punish the lucky. I know this from personal experience. I had a discussion only recently with a reputable Rival, asking why i don't qualify for any promotions, even though I've deposited a large amount of bonus free money over a period of around two years. The answer was that "you are ahead of the house still". Umm....right. I explained that I am obviously not a bonus whore, and actually did just get lucky once or twice over a five year period, and that five years should be a fair indication of my intentions insofar as loyalty is concerned (seeing as they have stated previously that promotions are for loyal players as a reward). Well, they refused to budge, so I have uninstalled.....and they will never have a chance to win their money back.

So, Pascal, what do YOU consider "bonus abuse"?

 

[Pascal]

There is plenty of evidence that the Rival wide banning system will trigger for the "crime" of "being lucky", even when NOT playing with a bonus. This results in players who have never "abused" a promotion, but have had some outstanding luck, being entered onto this database, and then accused of "abuse" at another Rival casino because they have "shot first, and asked questions later" when the player has signed up with them.

I see. I wasn't aware of that, and I'll keep an eye open because I believe that's not fair!

In our case, I have to say I haven't seen anything like that so far. We have had players withdrawing big amounts. Right now there's a player with a $50k+ cashable balance, but initially they were up $80k and have been playing it all so far, no signs of withdrawal yet. Of course we keep these players under tight supervision, and do a thorough verification in the event of a big withdrawal... but that's just to have all bases covered. A few months ago, the same thing happened. A player was up €34k (after having met all wagering requirements) and we watched him as he played it all down to zero over a week. I even sent him an e-mail offering him help to cash out, but there was no response.

I mean, we all know that casinos make enough money as it is, and my personal philosophy is that when it's a player's turn to make good money, it's my responsibility to help them do so. I think good customer relations go a long way, and the casino can always offset big player winnings over time.

I believe all Swedish players are banned from promotions, so that's maybe the reasons why we are not so common anymore. We are bonusabusers every single one of us

Swedish players are not banned from all promotions. All affiliate promotions are available, as well as some specific ones like birthday bonuses, free tokens on wednesdays, cashbacks for VIP and others. I do see that some of the promotions I created yesterday are not available for Swedish players. But in any case, I just checked and all the Swedish accounts I could find do have promotions available in their accounts. I also do a weekly manual check of all accounts that show an activity and send out free tokens and promos based on how their gaming session went. I did find a couple that were classed as bonus abusers, and in both cases they were manually classed that way, not by Rival.

 

[Tirilej]

Swedish players are not banned from all promotions. All affiliate promotions are available, as well as some specific ones like birthday bonuses, free tokens on wednesdays, cashbacks for VIP and others. I do see that some of the promotions I created yesterday are not available for Swedish players. But in any case, I just checked and all the Swedish accounts I could find do have promotions available in their accounts.

I know Rival recently put a ban on Swedish players (again), but it's always the casinos choice to give or not anyway.
You wrote that some are not available for Swedish players?
Yeah, we push the button in a strange way, but I suppose you see how stupid that sounds without me telling you
My account will remain closed!

 

[Pascal]

If you offer a bonus, and someone takes it, and adheres to the rules, then they are not committing a criminal act.....they are doing precisely what you stipulated they needed to do. If you offer 10 bonuses, and that player takes all 10, and follows the rules and wins, tell me where the "abuse" takes place?

I fully agree with you here.

stipulate a "one free chip across the group" term. After all, if you've played one rival you've played them all, so the need to test drive the software isnt there after the first one. The current system you have pretty much says to players "come and take our free chip, and feel free to cashout.....but if you do, you'll find yourself on a Rival blacklist and you'll be treated like a criminal or fraudster.....but hey....stick around and bevome a loyal player!!". Does anyone see the problem here? The policy actually drives players away. Many players will test the waters with a freebie, and, especially if they win, will stay on and become a regular. It's how I have done it for a decade.....but your system just assumes everyone is out to hit and run.

I see the problem, but unfortunately, there is not much I can do to prevent that or establish that regulation. When a player is classed as Rival-wide banned, all I can do is contact Rival for further details. Rival seems to class players who have commited fraud in the same bin as "bonus abusers". However, I do like to give them a chance, so bans can be manually lifted for any player.

So, Pascal, what do YOU consider "bonus abuse"?

Honestly, I think the same way you do: punishing someone for using bonuses that we offer is unfair. To me, "bonus abuse" is when a player comes into the live chat demanding a bonus, threatening that they will close their account if we don't comply. When something like this happens, the general policy is to comply a few times, but then explain that we've given them too many free bonuses (specially free chips) over a period of time and to wait a week or so. I had a player who did this very often and closed his account when not given a free chip - then 2 days later, he would always come back asking us to re-open the account, which we did. But his behavior was increasingly abusive to the point he would start insulting the reps. He was given a warning, then another one, but in the end we banned him because he was just too difficult to deal with and it seemed that no matter what we did, we could never please him. Not sure if this answers your question.

BTW, how do you give a user "thanks" for a reply? I can't find that option - there's the "add to this user's reputation" icon, is that it?

 

[chayton]

BTW, how do you give a user "thanks" for a reply? I can't find that option - there's the "add to this user's reputation" icon, is that it?

The thanks button shows up after you've made a certain amount of posts - I think it's 10...?

 

[vinylweatherman]

I fully agree with you here.



I see the problem, but unfortunately, there is not much I can do to prevent that or establish that regulation. When a player is classed as Rival-wide banned, all I can do is contact Rival for further details. Rival seems to class players who have commited fraud in the same bin as "bonus abusers". However, I do like to give them a chance, so bans can be manually lifted for any player.



Honestly, I think the same way you do: punishing someone for using bonuses that we offer is unfair. To me, "bonus abuse" is when a player comes into the live chat demanding a bonus, threatening that they will close their account if we don't comply. When something like this happens, the general policy is to comply a few times, but then explain that we've given them too many free bonuses (specially free chips) over a period of time and to wait a week or so. I had a player who did this very often and closed his account when not given a free chip - then 2 days later, he would always come back asking us to re-open the account, which we did. But his behavior was increasingly abusive to the point he would start insulting the reps. He was given a warning, then another one, but in the end we banned him because he was just too difficult to deal with and it seemed that no matter what we did, we could never please him. Not sure if this answers your question.

BTW, how do you give a user "thanks" for a reply? I can't find that option - there's the "add to this user's reputation" icon, is that it?

The general policy should be to tell them to **** off, although in a polite manner. By complying "a few times" you have shown weakness. Call their bluff, by all means see whether they are eligible for anything extra, but of they are not, politely tell them this, and let them follow through by closing their accounts. You will lose players that you would probably end up banning in any case.

Such weakness ends up being written about on the "whoring" forums, and you will find that more and more players try the same strategy.

The reason Rival casinos don't have this "one free chip across the board" term is down to the intended deception that each Rival casino is an entity in it's own right. Having such a term would be a written confirmation that all Rival casinos are treated as belonging to one large group. We have a similar situation with Cassava casinos, and it seems Top Game too.

If you can't tailor the Rival database to your liking, just switch it off and make your own decisions, just like the majority of true independent casinos.

 

[Pascal]

Thanks for the suggestions. Sometimes what I do is I offer smaller tokens to players that demand them, and show them that they have, in fact, better promotions available in their account if they do deposit - which is true.