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Videoslots Lock Account for Criticizing Loyalty

Discussion in 'Online Casinos' started by Nate, Nov 28, 2017.

    Nov 28, 2017
  1. Nate

    Nate Ueber Meister CAG webmeister

    Occupation:
    Monster
    Location:
    Cyberspace
    So I received an email from Jonathan today - We have been back and forth and discussing the Videoslots loyalty program. I have done so in the past, I have been vocal that they offer bad and paltry rewards when players were on a bad run and made it no secret. For the month prior to this weekend, I had deposited $3,6k and had rewards totaling 3% of my total spend. This included my race winnings.

    Jonathan decided to lump my Weekend booster earned in October (but credited the first Friday in November) in order to water down what the ACTUAL earnings for deposits made in November. Now the ONLY reason I was engaging this guy was the mere fact that Kenny had left 'VIP' and I thought we were on a new path with them. I was afforded 20 Free Spins for my troubles in engaging him but continued my discussion with him as he felt i had been WELL rewarded. No matter how I broke down deposits, withdrawals and actual rewards, he always insisted it was good value. This is what frustrated me most - not the fact that the rewards were limited, but the fact that they insisted that it was good.

    I recall mentioning in one of the threads that it was a lost cause as some of the members here were keen on giving Videoslots a chance. Nevertheless, I continued speaking to Jonathan and he replied once every now and again trying to reassure me that the value I received for my deposits were very good. Cut a long story short - I told him that Videoslots did not appreciate long term players and prioritized feeding the free-rollers and I would just end up putting a deposit limit on to prevent me from wasting my time or simply excluding my self completely from Videoslots. I mentioned the reason for this was whenever we engaged in a conversation and I put the figures down, he skirted around the issue and brought up something irrelevant like 'You were well rewarded in October'... I thought, we were discussing Novembers figures - What on earth did October have to do with it??

    Naturally, as with Kenny, i just told him not to bother to reply as we were beating a dead horse. That no matter how he spun it, it was BAD and he needn't justify the program with me. So i continued doing what I do, playing, trying to get a few videos for my channel. That was 5 days ago...

    So as you know, I took the Bonanza challenge and was raped over the weekend by BTG. I didn't send an email to VS or ask for any rewards or complain about their program - It was a loss and that was the end of it. Had a bit of a rant about Bonanza, never bothered to even mention Videoslots. When I said it was the last time I'd speak to him, I meant it. I don't need to beg for 50 Free Spins when I already have my own money I can deposit.


    Fast forward to today - 5 days AFTER my last discussion with Jonathan where I told him that I wouldn't bother him again. He, in his infinite wisdom decides to LOCK my account today because he feels that I might have a gambling problem. This Gambling Problem according to him stems from the fact that "When you get upset for a no to more free money or free spins from us, it is indicating to me that you might have exceeded your budget and need more to cover losses. " - So in all my time with Videoslots, they have probably comped me like $200 - No shit - We all know they hardly ever give out FREE MONEY. No more Free Money??? Goodness, I need to cover my losses :eek:

    Well back at the ranch - I came on here and asked for Donations from various Casinomeister members so that I could do a 1000x bet Bonanza challenge. So clearly I exceeded my budget for the month so therefore I was chasing the 50 0.10c spins Videoslots give out to their loyal players. Because Videoslots KNOWS that I have a $200 a month budget to try to coax them out of those coveted Free Spins.

    Honestly Guys, there are better ways to treat regular loyal players. If you don't agree with what they say, then so be it. Don't try and be nasty in a good way and exclaim that you were concerned for my well being and lock my account. The way this panned out is a complete INSULT. If you were SO interested in my well being, why didn't you do this 5 days ago? Why didn't you contact me 5 days ago with the suggestion to lock my account? And since you deem me to have a gambling problem and to have exceeded my budget (despite me dropping another 2k from donations) then surely, you would need to return the money I lost as you have not acted according to your Philosphy of caring about us Budget Beaters?

    I appreciate the fact that you make it as if you are really concerned with responsible gambling - Maybe you are, but this is not the way to treat players. I call a spade a spade (and I may be a bit outspoken) and if you cannot take criticism, then you are in the wrong industry.

    In all my time of playing at Videoslots, they never expressed concern. BUT that is ONLY if players don't want 'Free Money' - If they DO, then Houston, we have a problem - LOCK THEIR ACCOUNTS!

    Sincerely disappointed with you Guys!

    Nate
     
  2. Nov 28, 2017
  3. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    Wow, this is some story Nate. Overzealous casino hosts is the last thing we need. :eek:

    I was good with Kenny, although I got sometimes as well the "50FS @ $0.09 on DOA' or "$xx.xx cashback is coming your way" treatment but overall he was OK, a 50% or 100% match was mostly possible with the odd free comp in between.

    Was never contacted by Jonathan, and from your story I am quite content he hasn't tried. A short research here on CM would have shown him that you are certainly not the desperate type, but then locking an account is just ticking a box, much easier and quicker. :rolleyes:

    I hope Dan takes a very good luck at this!
     
  4. Nov 28, 2017
  5. Nate

    Nate Ueber Meister CAG webmeister

    Occupation:
    Monster
    Location:
    Cyberspace
    Exactly man,

    This guy didn't even have the courtesy to email me before he locked it. I mean, did he even see i deposited another 2k the weekend before he accused me of exceeding my budget :D ? I replied to his email some 3 hours ago - Still no response from him.

    I don't get comps from Videoslots, I don't get match bonuses. When I did ask, I got the proverbial 'xxx' is coming your way - Heres 50 Free Spins on Gemix :oops:

    I should expect a $2000 credit shortly to my Ecopayz account from the Videoslots responsible gaming team aka VIP / Loyalty - I promise to send all that money back to those who loaned me here at Casinomeister for the run.

    Nate
     
  6. Nov 28, 2017
  7. Missmeow81

    Missmeow81 Newbie member

    Occupation:
    events stage hand
    Location:
    perth
    curious

    Nate I was wondering how would one know they vip I signed up a couple years ago but only started playing since september when microgaming closed aussie accounts im level 20 atm ?




     
  8. Nov 28, 2017
  9. colinsunderland

    colinsunderland Experienced Member MM webmeister

    Occupation:
    affiliate
    Location:
    uk
    I think, if they believe there is a responsible gaming issue then all your net deposits from that point should be refunded. If you making 2k deposits over the weekend was the concern then that should be refunded. If it was your emails asking for rewards then all deposits from that point. I'll bet they don't though.
     
  10. Nov 28, 2017
  11. Nate

    Nate Ueber Meister CAG webmeister

    Occupation:
    Monster
    Location:
    Cyberspace
    I honestly cant remember why or how I got in contact with their VIP - I think chat just directed me there.

    According to this : You must register/login in order to see the link. - they say: "At Videoslots every player is a VIP"

    Maybe one of the other members can chime in.

    PS - Level 20 is the LONGEST I have ever seen - Takes a while to get past.

    Nate
     
  12. Nov 28, 2017
  13. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    In the early days (2014/2015) of Videoslots surpassing 7K in deposits got you into the VIP program which was quite rudimentary at the beginning. Nearly three years have passed since and Videoslots has grown exponentially, i am sure so have the requirements for the VIP program.

    They rarely give you an exact number for deposits as more factors play a role when a decision is made to invite a player.

    My deposits in 2015 were 19K growing to 37K in 2016 and probably surpassed 50K this year. Just to give you an indication.
     
  14. Nov 28, 2017
  15. Nate

    Nate Ueber Meister CAG webmeister

    Occupation:
    Monster
    Location:
    Cyberspace
    I honestly don't want anything from these guys - I am not desperate, however, if they want to play that game all in the name of a few emails, then I could be an ass about it too.

    The moral of the story is for them not to treat players like trash and do a bit of homework before they start locking accounts for concerns they have... 5 days later.

    Nate
     
  16. Nov 28, 2017
  17. rena35

    rena35 Senior Member

    Occupation:
    writing/poetry
    Location:
    cyber space
    I have read a lot about VS lately and since i can not play there, i can not comment on them. What i can say is if that is the case, you should get your deposits back. There are many more casinos who would gladly accept them and treat you good also :).
     
  18. Nov 28, 2017
  19. Nate

    Nate Ueber Meister CAG webmeister

    Occupation:
    Monster
    Location:
    Cyberspace
    You know the sad part about this is it stemmed from a fair discussion about their loyalty. What about people who deposit thousands every day - Do they ever lock their accounts because they are concerned? No they don't.

    Don't query why your rewards are bad because then you automatically may have exceeded your budget and need these rewards to recover losses.

    Soon, if you only play 'Free Rolls' it may mean that you too may have exceeded your budget. Its a joke quite honestly. It went from a discussion that was going nowhere to me telling him ok - Fine, I wont bother you again and got on with my day.

    Then a nasty surprise cloaked as a concern 5 days later pisses me off!!!! :mad:

    Nate
     
  20. Nov 28, 2017
  21. b3b44

    b3b44 Senior Member

    Occupation:
    own business
    Location:
    netherlands
    I don't know what kind of threshhold VS has for VIP's .

    Deposited 60k+ last year asked for a deposit match on my BD from kenny back then (only got a few freespins and some boosters)

    After losing deposit after deposit i locked my account for a couple days(my own choice) Because i didn't want the bad run to continue (as usual)

    Maybe its time to move on i think they don't really care about loyal players their loyalty program isn't the best out there.

    This years deposits should be equal to lasts years or even exceed it.

    I think its time to let the wallet do the talking and get more bang for you buck!
     
  22. Nov 28, 2017
  23. miksaxxx

    miksaxxx Senior Member

    Occupation:
    Computer related
    Location:
    Finland
    yeah

    I losed 16000€ in one month .. played little bit of slots and texas hold em poker..






    Answer from Vip was : Hope you’re doing well this week. Sorry to hear that your poker sessions hasn’t been the best. I could add a smaller bonus that you could play with on slots but as we’re a slot-focused casino I won’t be able to give you a bonus that you can play “Texas Hold’em” with I’m afraid.

    Vip bonus was 100 or 150€.. And weekly booster 6 € :)


    So Money doesent talk , it is slots , last month , this month , last year , overall etc..


    I closed my account after this..
     
  24. Nov 28, 2017
  25. colinsunderland

    colinsunderland Experienced Member MM webmeister

    Occupation:
    affiliate
    Location:
    uk
    Its not what you are bothered about though, its what they have to do in accordance with their license :)

    Hopefully Dan's been in touch with you as he has been online so sure he will have read the thread. As evidenced by the discussion on proof of funds request, Videoslots can be very selective in what questions they answer though :(
     
  26. Nov 28, 2017
  27. bebo67

    bebo67 Meister Member PABnonaccred

    Occupation:
    Im on Google and write. Thats all you need to know
    Location:
    Ontario Canada
    Awww Nate, that sucks! :( I'm glad I put a deposit limit on my account last week. I spent 2k and had zilch to show for it and that is why I was getting frustrated and asking for stuff. My deposit limit is 600 for the month now. This way I am ahead, and with it being only 600 that I lose as oppose to a higher amount, I wont be so angry and wont be asking for anything. I hope Dan can figure out what is going on. Without seeing the whole conversation its hard to comment, but not talking to you first was not cool.
     
  28. Nov 28, 2017
  29. Dan.Videoslots

    Dan.Videoslots Dormant account

    Occupation:
    Games Manager
    Location:
    Malta
    Hi Nate,

    I have started to look at this internally and I will be in contact with you via PM.

    Br,

    Daniel
     
  30. Nov 28, 2017
  31. Tirilej

    Tirilej Still a Lady CAG MM

    Occupation:
    Breathing
    Location:
    Sweden
    I know you can be really good at complaining Nate, but I also know that you praise those who deserve it, and you're always polite no matter what.

    In case anyone is wondering if you're telling the truth when you say you don't have any problems I can say it's true, and I'm the first one always jumping on people if I suspect they do have a problem ;)

    This is a sad story to read. If they closed you're account because they just felt you were a PITA then fine, ok, because they do have the right to close a customers account for any reason.
    They should not just claim that they ''suspect'' you have a problem, and then close it without finding out if it's true first. I would feel humiliated really.

    I'm on your side here Nate because I know you well enough :thumbsup:
     
  32. Nov 28, 2017
  33. greylady

    greylady I bite you know :-)

    Occupation:
    Little Minx :-)
    Location:
    Scotland
    This should never have happened in the first place and surely there should have been a warning or some sort of communication prior to just locking his account? Effectively you are taking action after the horse has bolted when this could have taken place prior to the exclusion.
     
  34. Nov 28, 2017
  35. DreamRJ

    DreamRJ Out of this world! MM webmeister

    Occupation:
    Gamble
    Location:
    RJVille UK
    Wow Nate. What can I say. that is just damn right bang out of order for them to lock your account just because they felt you had a gambling problem because of your previous emails with Jonathan.

    It should never have been locked without you being informed and commenting first. They should never close or lock accounts until they have escalated it and checked with you first by asking you some questions. They should have rang you to be fair.

    If they did that to me. I would sure as hell be making a big deal out of it. I to am a complainer. We get more when we complain then when we dont. And it is shocking that because we complain. Some of our arguments are twisted in such a way that they think they mean something completely different which is not the case. What also can be an issue is the language barrier. We all know that we deal with people from other countries when dealing with support etc etc. So sentences and words can be easily misunderstood as well. Because the translations can not translate correctly. And that causes even more issues.

    It doesn't matter if they can also speak good English. It can still be an issue.

    Also to be fair once Dan has investigated this for you Nate. If they do not compensate you with a goodwill now after this I would just not even bother playing there again.

    I wish you good luck and keep us Updated please :)
     
  36. Nov 28, 2017
  37. Nate

    Nate Ueber Meister CAG webmeister

    Occupation:
    Monster
    Location:
    Cyberspace
    Thank you T.

    The thing is, I have asked this guy so many questions, he ignored everything and makes his own stuff up. I even said that I would do them the favor and self exclude myself for their benefit so they would not have to deal with me - The only reason I didn't was because I was due cashback and race winnings - I played quite a bit and will not give them that pleasure! I even gave them the option to credit it and save themselves the time and effort and I would leave immediately. After all of this, i just told them to leave the argument, forget it and i wouldn't bother them again. And I didn't - Just continued as I knew where i stood with them.

    The argument was not about me asking for comps, it was challenging their statements to which i never received replies. He simply ignored everything, never addressed any queries I gave him and replied with what he wanted to say.

    After telling Jonathan I felt insulted by what he did and said today, he eventually replied saying that: "Thank you for getting back to me. I would appreciate if we could have a short conversation when it suits you. Thereafter if everything feels alright, I can re-open your account for play again"

    WOW - Come on guys REALLY - Like nothing happened - is that all you have to say? Not even an apology IF you offended me (which you clearly did) - Nothing. I am a real PITA to them it seems.

    And for the record - No - I was never rude to Jonathan or anyone - I was stern about my stance but in no way rude to anyone :)

    I just received a PM from Dan who said he would investigate.

    P.S> for the record the DONATION part was just a JOKE for those members who didn't spot the sarcasm :)

    Nate
     
  38. Nov 28, 2017
  39. BillyBonanza

    BillyBonanza Full Member webby

    Occupation:
    Makin Monies
    Location:
    Canada
    Videoslots loyalty program isnt the worst around, that award goes to unibet because its non existent but it is still pretty bad. Im a little surprised there hasnt been any changes of significance considering how much bad feedback they get both on forums and through emails. I even saw people go after Kenny all over twitch in regards to bonuses. So they get it from all over.

    The flaw is in their thinking. They think because you get such and such wager free and then try and lump in battle weekends and freerolls, their program is the best. Its not true. Alot of their rewards end up being a few cents. How are you going to win from a few cents, 99999/10000 you wont. All their reward program does on average is give people a little bit of freeplay on microbets. Unless you play a shit tonne which usually just results in bigger losses.

    So when you lose $2000 or $5000 or $10000. Seeing someone get $50 in cashback and a few dollars in race and freerolls is awful. Its only OK if you are on a winning streak. So then what videoslots says is hey you have had $600 in wager free bonuses this year that is amazing Ok but ive also lost $20,000. So no, your VIP is awful.

    I think the worst thing is, is that most people just request a deposit bonus. They arent asking for freechips or cash or wager free, they are asking to have a bit of extra playtime and a small chance at possibly squeaking out a win.

    Videoslots reward system was made as a smoke screen. It tries to give you the perspective you get alot but in reality you get very little. This wasnt designed by accident.

    As for the account closure, it obviously isnt warranted assuming we are getting the truth. But I suspect its a vip host getting tired of what must be hundreds of complaints weekly.
     

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