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Vera&John treating a regular player like dirt

Discussion in 'Online Casinos' started by suomikala87, Apr 1, 2017.

    Apr 1, 2017
  1. suomikala87

    suomikala87 Senior Member PABnoaccred webmeister

    Occupation:
    recycle
    Location:
    Northern Countries
    I don't usually mind when a casino refuses a freebie etc. because it's totally up to them but Vera&John managed to get my blood boiling tonight.

    I contacted chat and asked them that could they add 13 coins (worth about 10 cents) to my account so I could get my coin balance up to 2500. This would allow me to get a 50% bonus from the coin store (I would need to deposit as well to activate the bonus). The agent went on to deny my request and I then pointed out the amount that I was asking + the fact that I'm a loyal customer (been playing for years and for example about 3000€ deposited last month). Did not matter and the agent went on to state that ¨we try to be as generous as we can but...¨ which really got me angry. Blatantly spitting on a loyal customers face over 10 cents of frequent player points and then going on about how generous they try to be. I mean c'mon, was 9 cents the limit that I could have gotten today? :mad:

    So you tell me I guess - am I over reacting here? I definitely felt disrespected by this up to the point that I'm actually sharing my experience here now. Also just to clarify: I'm not asking for freebies on the chat regularly (first time this year for example). I also contacted them through email after my chat... interested to see how they'll answer.
     
  2. Apr 1, 2017
  3. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    Seems very petty to me, very petty! Now there should be some discretion available to the agents over things like this. I want you as my customer, I give you 13c, quite simple really - especially give the deposits you've made :rolleyes:
     
  4. Apr 1, 2017
  5. The Viking

    The Viking Ueber Meister MM

    Occupation:
    chef
    Location:
    Faroe Islands
    thats just bullox a 10 cent in coins, well it might bankrupt them :eek:
     
  6. Apr 1, 2017
  7. GoldenGhoul

    GoldenGhoul Experienced Member

    Occupation:
    Freelancer, translator, IT
    Location:
    EU
    Wait, is this an April Fools' Day thing and you are consciously overreacting here? Because I have a serious answer waiting in my notepad if it's not, just say the word :D
     
  8. Apr 1, 2017
  9. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    Not to pour fuel on the fire but don't you promote (or at least advertise for) these guys on your streams / YT videos?

    I'd be super pissed at that, as you say not the "No" but the treatment in general.

    Maybe an OTT reaction (these days I personally calm down after a poor session, annoying visit to CS for whatever reason, after 5 or 10 minutes) but given the volume of your deposits / loyalty / promoting them etc, I'd call it a day.

    There are loads of casinos which offer the same choice of slots with better loyalty recognition / rewards promos. Sure your aware but a few I could mention (will avoid casino names at this point) who offer streamers VERY regular no deposit stuff / 100% matches with lowered or standard wagering.

    Sod em, stupid name for a casino anyway :p
     
  10. Apr 1, 2017
  11. ricky

    ricky Experienced Member

    Occupation:
    banking
    Location:
    london
    be more specific saying how much you have deposited in the last 6 months-1 year AND how much you have wagered

    then go onto ask gamblers and put youre review down, also post it onto the vera and john youtube and trustpilot

    they can be petty but you can be petty'er
     
  12. Apr 1, 2017
  13. suomikala87

    suomikala87 Senior Member PABnoaccred webmeister

    Occupation:
    recycle
    Location:
    Northern Countries
    Nothing to do with April Fools' I'm afraid.

    Yeah, I do promote them via streams/YTvideos. Definitely crossed my mind just to keep my mouth shut but decided to share my experience. Also thinking about voting with my wallet (changing casinos) but I'll let them answer my email first.
     
  14. Apr 1, 2017
  15. GoldenGhoul

    GoldenGhoul Experienced Member

    Occupation:
    Freelancer, translator, IT
    Location:
    EU
    Well then here's my serious answer:

    2500 is quite a few coins (never hoarded them as I keep taking free spins) so I can see how you thought to ask if they could throw a few extra ones so that you can deposit with a bonus at that point - and it would certainly have been nice if they did - but I don't think you should feel disrespected in any way, at least I certainly wouldn't be. They have their shop and their coins and ways to earn them and there's that, you're no more than two logins away from 2500 anyway (less if you can still rate some games or something) so it would simply be a nice think for them to do. I certainly feel like you're overreacting in the thread title because when all is said and done, we're still just talking about a few coins in a virtual casino shop. I think I would've stopped at being pissed off, but in a nice, non-serious way ("those cheap bastards!") ;)
     
  16. Apr 1, 2017
  17. miksaxxx

    miksaxxx Senior Member

    Occupation:
    Computer related
    Location:
    Finland
    hmm

    I asked them 2 months ago : What now , i have been casino boss 2 years ( loyalty level ) .. 10€ bonus :confused: ..

    But after week from that email i getted own loyalty person who has gived me nice 2 bonus. Also get tickets to ski world championship and travel money. So they suddenly noticed me. :)
     
  18. Apr 1, 2017
  19. suomikala87

    suomikala87 Senior Member PABnoaccred webmeister

    Occupation:
    recycle
    Location:
    Northern Countries
    I had a quick look and over 40k€ deposited in the last one year period. Didn't look at the winnings or wagering but it's shouldn't be an issue as we are talking about 10 cents of a freebie. It's quite mind-boggling how they arrived at the decision not to award me the points.

    I won't go posting on to other sites. Just wanted to see what the Casinomeister members think.
     
  20. Apr 1, 2017
  21. osulle

    osulle Ueber Meister CAG mm4 mm1

    Occupation:
    life
    Location:
    Northern hemisphere
    I have always found Vera John to be a good and fair casino. I have never asked for freebies from them because I do find their loyalty offerings to be decent. It is rather petty of them to not give you 13 lousy points so you can get a deposit bonus. Chances are you would lose the deposit anyway and they would get a profit. Stupid of them really.

    To my mind it's not worth losing a loyal customer over such a paltry sum and with dwindling gambling markets they ought to take care of the players they have in order to keep them. A happy player is a loyal player. I hope you get a nice e-mail from them tomorrow. And to answer your question suomikala87 you are not over-reacting but I also don't think that they are treating you like dirt. Just an inefficient CS agent IMHO.
     
  22. Apr 1, 2017
  23. Mouche12

    Mouche12 Kitty Lover PABnononaccred PABnonaccred PABnoaccred

    Occupation:
    Translator and facilities manager
    Location:
    Amsterdam
    I think it's unreasonable and cheap yes to deny you these few extra coins. There's something called customer retention, especially given you're depositing some 40K a year. Let's see how they respond to your email and let us know. I like V&J, hope the manager gets back to you with a satisfactory reply.
     
  24. Apr 1, 2017
  25. goatwack

    goatwack Calendar Time for Buddy CAG

    Occupation:
    Stuntman
    Location:
    Londonia
    Casinos are like banks in this respect, they couldn't give a flying monkey's about your history with them or if you've deposited a million in the last couple of years. To them, you're only as good as your next deposit :mad:

    I can almost see them believing that you're taking liberties with them for asking, in their narrow mindset they quite obvioulsy believe that you needing 13 coins and having almost 2500 coins already is no different to me asking for 13 coins to get it up to 40.

    Simply put, they disregard any past affiliation and just see you begging for free coins, sad to say. And yes, the name of the casino is stupid, sounds like a late-in-life crossdresser. What next, Hyacynth Rupert Bingo?? :eek:
     
  26. Apr 1, 2017
  27. dave1888

    dave1888 Meister Member PABnononaccred2 mm1

    Occupation:
    Customer Advisor/Stockroom Picker
    Location:
    Bonnie Scotland!
    I've mailed you buddy might have have a solution. ;)
     
  28. Apr 2, 2017
  29. mcgameboy

    mcgameboy Screenieholic & Essayist mm2

    Occupation:
    Casual Stocktaker (Inventory Counter)
    Location:
    Belfast
    I wouldn't go as far as saying they have "treated you like dirt".

    However, given the rather trivial amount you were asking for, combined with all the context you provided (proven loyalty, frequent depositor, reluctance to ask for freebies, having to make a deposit in order to get the bonus anyway), it is pretty clear cut.
    The CS agent was definitely being petty. I think you have justification in feeling like you have been disrespected, but no more than that.

    But at the same time, I can't help but wonder if this is nothing worse than a simple case of a somewhat overjealous CS agent acting like a total jobsworth, because the higher-ups at V & J can't/don't/won't give their CS staff the discretion to award even the tiniest of freebies
    without getting "management approval" first. I know that sounds laughable given the amount being discussed here, but nothing would surprise me.
    Some casinos are very guilty of head-scratchingly high levels of stubbornness and a lack of flexibility.

    I'd be fairly confident that once the rep sees this, he'll cringe slightly, because this is not a good look for them. It's not like you asked for a 50 euro comp or anything.
     
  30. Apr 2, 2017
  31. liberec

    liberec Ignored posting rules for posting complaints

    Occupation:
    workaholic
    Location:
    Berlin
    Since 2017 they give not any free bonus or Spins on the House. idk i´m a PitBoss Level25
     
  32. Apr 2, 2017
  33. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    I think you have every right to be miffed.

    I'm not a customer at Vera and John, so no idea what the wagering is on a deposit bonus. Even if it was 1x, you've asked for 13 bloody cents.

    It's most likely that the casino does not trust their CSRs enough to award anything. Which is very very shortsighted on their part.

    Casinos should not employ staff that are idiots, and they should not treat or hobble their staff in such a manner that they appear to be idiots.

    The CSRs are the face of the casino, they need a small amount of discretion available to them.

    The amount you requested is far from unreasonable, especially since it's only to "purchase" a match bonus.

    I do hope your email brings a more satisfactory response. And I don't think an apology would be out of line either.
     
  34. Apr 2, 2017
  35. SPOPPLE

    SPOPPLE Experienced Member

    Occupation:
    bum
    Location:
    United Kingdom
    You cant just expect free things, even if they are worthless, its a small amount but they have practices they need to follow. I personally avoid casinos that throw out freebies as they tend to be the ones that dont have very good practices, most the good casinos I play at that have good CS and fast service are not the type to give you free stuff. Generally freebies will be a site wide type of thing, not individual, even if its a tiny amount they need to stick to their practices across the board and not make exceptions. Like Kaboo, on Fridays they might have, make any deposit and receive £10 free each day on the weekend, I dont think they have the power to say throw you a free £0.50 because you need it to do one last spin.

    Really, if you want 13 coins just do a quick £10 deposit and play a new game, thats about 13-15 coins. ALOT of casinos dont give their support staff the power to just hand out free shit, if you are a big depositor you might have your own "casino manager" or rep to speak to on certain casinos but those are most likely players doing £30,000 a month as opposed to £3,000 haha. Its not that your average customer isnt valued, its that there are thousands of people who deposit similar amounts to you a month, and many who deposit alot more, they cant just give out freebies to everyone. I do a similar amount to you but I dont think I should get even a penny for free, I go to verajohn because of the game selection and the decent cs and fast withdrawal times. Sure they could give you a few free coins as it means nothing to them (and personally, I think they should have) but you cant single out people.

    Cant fault verajohn anyway, the only casino I play at that if I withdraw £2000+ they will process it within a few hours, most the others I play at like Kaboo/Thrills/Casumo have a tendency to let large amounts of cash sit in your account for a few days or until you speak to chat and ask them why your money isnt being processed, then magically its processed within 30 seconds.
     
  36. Apr 2, 2017
  37. osulle

    osulle Ueber Meister CAG mm4 mm1

    Occupation:
    life
    Location:
    Northern hemisphere
    I totally disagree with your opinion here. The last two times I deposited at Slotty Vegas I got my butt handed to me and the next day got an e-mail giving me a €10 free chip both times due to my poor play. I also recall Betat giving me €100 a couple of years ago after losing €800 there in one week. Each time I was notified of the freebies it was a personal email which is nice.

    When I need a few points to bump me up to 10k on 32 red they always give it to me if it's under 50 all I have to do is ask. Even Rizk has been good to me regarding freebies due to me being down more there than anywhere else. So Vera John doesn't have to give the op what he wants BUT they SHOULD. Good players are hard to keep and there are many more casinos to chose from (casinos that pay out just as fast as VeraJohn) Believe me I am not stating this from a position of being a sore loser because I do fairly well at Vera John and do love them. This casino is in my top 5.
     
  38. Apr 3, 2017
  39. interlog

    interlog Senior Member MM webmeister

    Occupation:
    Manager
    Location:
    London
    Just vote with your wallet.
     

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