Videoslots Lock Account for Criticizing Loyalty

DreamRJ

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I can understand why your upset Nate, I would be too.

What angers me also is the fact I say the same things others say in posts on CM and they never get any likes or thanks 95% of the time. And yet posts that say the same things I say get the likes and thanks. Boggles my mind. And no i do not even care about them anyway. It is just a bit disheartening to see my posts go without a single like or thanks when they are pretty much identical to others.

But I hope you get your account unlocked. And I hope they give you something for the inconvenience this has caused. But hey its VS so they will probably only drop you 10 spins on starburst.
 
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greylady

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The lack of loyalty rewards has been brought up time and again, you only have to look on the Videoslots thread but it's like banging your head off a brick wall, they just brush it under the carpet hoping it will go away - this was like treating your loyal customer with utter contempt - I would have put my DMS boots on, handed them to him and asked him if he wanted to kick me in the teeth too :D

I know I am a low roller so my opinion probably isn't worth consideration but hey I am still entitled to my say.
 

Harry_BKK

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Apparently and according to him - I was chasing bonuses. In reality the conversation was actually based on what rewards I received and they way he interpreted that value - I did not agree with the calculation and values carried over into a new month nor did I agree with his assumption that they have a 'generous loyalty system from which I am being well rewarded'. I NEVER asked him for anything after my initial email but merely criticized the way they were doing things.

Alas, he ignored everything I asked - made an assumption and locked the account and now insists on calling me.

In any event, I suppose Dan will deal with this.

Nate

Just to get all the numbers on the table, I spent the last hours collecting my data for 2017 to get a better perspective as I think my numbers can be compared to many other VS players.

Deposits: $75k
Withdrawals: $61K
Net Loss: $14K
Total rewards (CB+race) $5,1K, excluding FS / battle FS winnings and Kenny's extras
Ratio deposits / rewards: 6.8%
Ratio net loss / rewards: 36%

I am pretty sure the latter ratio is the one they are looking most on, when considering giving extra comps.

A normal "bonus" casino operates with a 25% - 30% deposits / bonus ratio, VS comes in at roughly 7% cash, put a 30x wagering on that and they could offer as well 25% - 30%. I just don't think they can do a lot more without having wagering slapped on it.

On top, you always get the rewards, no matter if you win or lose.
 

Nate

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Just to get all the numbers on the table, I spent the last hours collecting my data for 2017.

Deposits: $75k
Withdrawals: $61K
Net Loss: $14K
Total rewards (CB+race) $5,1K, excluding FS winnings and Kenny's extras
Ratio deposits / rewards: 6.8%
Ratio net loss / rewards: 36%

I am pretty sure the latter ratio is the one they are looking most on, when considering giving extra comps.

A normal "bonus" casino operates with a 25% - 30% deposits / bonus ratio, VS comes in at roughly 7% cash, put a 30x wagering on that and they could offer as well 25% - 30%. I just don't think they can do a lot more without having wagering slapped on it.

On top, you always get the rewards, no matter if you win or lose.

Look, without a shadow of doubt there are always good months. I think the whole thing was based on the value extracted for the month of November. At the weekend, I managed to sneak into a good position for the race and I know because I played longer i earned some CB. I am probably losing 4k PLUS this month. If it were not for me playing his weekend it would remain at 3% overall. But as mentioned, I wouldn't even be here complaining now if the Loyalty Guy hadn't made a decision on my behalf - I had resigned to arguing. You either take what you get from them or shut up.

Nate
 

aceking123

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Bahhh Nate you was told about there shocking poor vip program the bottom line here is they dont care about their players period, they are happy for you to spend thousands & thousands but like you seen once you go on a bad run they just turn their backs. the casino is good dont get me wrong , fast cashouts lots of games but other than this & silly low rolling battles (each to their own) they just clearly dont care about loyal players , i had closed my account a while ago due to the same thing as you with useless kenny who fed me the same bullshit even after being down 5k in six weeks , thats enough for me as a player to leave no bonuses only poor cashback which was crap mainly due to deposit & no gaming or wins to help this.

Dan is the best thing for them here but other than this i would rather play elsewhere to get much better treatment )

In all i would state play elsewhere as these guys dont care purely because they are so big now they dont have to worry about its players any longer how the mighty shall fall ,i understand people shall stick up for them which is fine i can only comment on my past dealings & shant ever return to play on videoslots.

Also people dont see behind the scenes with these guys & a fair few players wouldn't dare say anything via the forum for whatever reason , but fair play Nate well done for saying you piece im glad someone has :thumbsup::thumbsup:
 

Harry_BKK

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Look, without a shadow of doubt there are always good months. I think the whole thing was based on the value extracted for the month of November. At the weekend, I managed to sneak into a good position for the race and I know because I played longer i earned some CB. I am probably losing 4k PLUS this month. If it were not for me playing his weekend it would remain at 3% overall. But as mentioned, I wouldn't even be here complaining now if the Loyalty Guy hadn't made a decision on my behalf - I had resigned to arguing. You either take what you get from them or shut up.

Nate

What skews the numbers when you compare VS to other casinos is the fact that the rewards at VS are based on the wagered amount. The more you wager, the better they get whereas at other places you get a deposit bonus/FS upfront with your deposit.

Basically, VS is rewarding "winners", meaning the lucky ones who manage to wager most with their deposits. What sounds even more skewed is that the more you win, the more you get as you will keep playing if VS is your main slotting hangout.

The story turns though drastically when you lose, and that fast as you won't wager much to accumulate cashback, nor climb anywhere significant in the race. And I think that is the main point most players complain about, including me on occasion.

It doesn't help much either if you are betting high and lose a lot, you still won't get a decent percentage in rewards from the wagering you manage to do. The VS system is clearly directed at low - medium rollers where $10 - $50 per week in extras make a big difference, otherwise they wouldn't have some 9K places in the race where the lowest rankings get $3 or something like that.
 

colinsunderland

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Alas, he ignored everything I asked - made an assumption and locked the account and now insists on calling me.

I would tell him to go screw himself if it happened to me. Funny that he wants to sort it out now, now that you've posted on here, now that Dan's seen it, and now they have realised they are going to lose money.

Plenty of other casinos out there will take your business :)
 

Dan.Videoslots

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Location
Malta
Hi all,

We have had the same loyalty system for many years and it is no secret to anyone how it works. It is not perfect. Some like it and some don’t. I wish there was a system that everyone appreciated. Mainly it depends on how you play and how you wager what loyalty system you prefer. I can assure you that if we believed that the majority of our players didn’t like our scheme we would of course change it.

If the only thing you want from a casino is a loyalty system based on your deposits, giving you 100% match, CB with WR etc, there are better options out there.

We take RG seriously. To us it is not only lip service! All our staff members has not only the right, but also the obligation, to lock an account if they suspect that a player might have a gambling problem. In any other business this would be insane turning down clients who want to spend money BUT gambling is not like any other business, people can get hurt.

This being said there have been a few cases where we have locked players that after further investigation don’t have a gambling problem. I believe that this is the case here with Nate and I will investigate this further tomorrow. I can promise you all that we don’t lock accounts because a client criticise us and I sincerely hope that this haven’t been the case with Nate as well. We as a company, like and need feedback to evolve.

Br,

Daniel
 

Mouche12

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I am curious to know what exactly gave Kenny the idea that Nate was a problem gambler? This is not a discussion about a casino (not) being mindful about RG - there's no doubt VS supports this in every way possible. The crux of the matter is why K. suddenly decided to close Nate's account and I understand Nate's suspicions about this very well. And as N. mentioned, if VS were really concerned about his gambling, his deposits from period X-Y should be returned.
 

DreamRJ

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I am curious to know what exactly gave Kenny the idea that Nate was a problem gambler? This is not a discussion about a casino (not) being mindful about RG - there's no doubt VS supports this in every way possible. The crux of the matter is why K. suddenly decided to close Nate's account and I understand Nate's suspicions about this very well. And as N. mentioned, if VS were really concerned about his gambling, his deposits from period X-Y should be returned.

It wasn't Kenny Mouche12, Kenny hasn't worked for videoslots for over a year. There is now only 2 Loyalty team staff now, Jonathan and Pekka. Pekka used to be in customer support, but he got moved to the loyalty team.

It was Jonathan that accused Nate of having a problem with gambling because of some back and forth emails he sent to him, that Jonathan read into the complete wrong way and went over the top and 5 days after the last email was sent. Jonathan decided to lock his account!!!
 

bebo67

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What skews the numbers when you compare VS to other casinos is the fact that the rewards at VS are based on the wagered amount. The more you wager, the better they get whereas at other places you get a deposit bonus/FS upfront with your deposit.

Basically, VS is rewarding "winners", meaning the lucky ones who manage to wager most with their deposits. What sounds even more skewed is that the more you win, the more you get as you will keep playing if VS is your main slotting hangout.

The story turns though drastically when you lose, and that fast as you won't wager much to accumulate cashback, nor climb anywhere significant in the race. And I think that is the main point most players complain about, including me on occasion.

It doesn't help much either if you are betting high and lose a lot, you still won't get a decent percentage in rewards from the wagering you manage to do. The VS system is clearly directed at low - medium rollers where $10 - $50 per week in extras make a big difference, otherwise they wouldn't have some 9K places in the race where the lowest rankings get $3 or something like that.

Lol@ 3 dollars or something like that. You clearly havent been there. :D
 

bjtaz44

Full Member
Joined
Dec 29, 2013
Location
Far north
Hi all,

We have had the same loyalty system for many years and it is no secret to anyone how it works. It is not perfect. Some like it and some don’t. I wish there was a system that everyone appreciated. Mainly it depends on how you play and how you wager what loyalty system you prefer. I can assure you that if we believed that the majority of our players didn’t like our scheme we would of course change it.

If the only thing you want from a casino is a loyalty system based on your deposits, giving you 100% match, CB with WR etc, there are better options out there.

We take RG seriously. To us it is not only lip service! All our staff members has not only the right, but also the obligation, to lock an account if they suspect that a player might have a gambling problem. In any other business this would be insane turning down clients who want to spend money BUT gambling is not like any other business, people can get hurt.

This being said there have been a few cases where we have locked players that after further investigation don’t have a gambling problem. I believe that this is the case here with Nate and I will investigate this further tomorrow. I can promise you all that we don’t lock accounts because a client criticise us and I sincerely hope that this haven’t been the case with Nate as well. We as a company, like and need feedback to evolve.

Br,

Daniel


I don't believe this at all...i asked for an rtp on my play and have even lowered my deposits because I thought it to be not fair..,Jonathan of course assumed I had a gambling problem because I questioned your casino rtp...i never did ask for a bonus just thought something wasn't right, so just because we ask if everything is legit we get an automatic " you have a gambling problem" response..maybe my problem is just your casino and the way treat people....so I stopped the emails also cause I knew he would block my account. I have never missed a bill payment never spent more than I should , make over 300,000 a year and spend maybe a grand a week on here (use to till lately) ....so no I don't have a gambling problem just want to be appreciated, not told I gambling problem when i question your rtp.
 

LHofsdal

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Location
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Well Nate, that just plain sucks!!

I do believe everything you have said, I think what this man has done is wrong. I don't think asking for a comp is wrong when your have lost a lot of money at one place and from reading your original post, you seemed to be having a DISCUSSION about their loyalty program. Whether you were complaining about it or not, you and Jon were having conversations about for a period of time. You state it was 5 days after your last conversation they blind sided you with account closure because he "suspected" you have a gambling problem. What the hell is up with that? If you ask me (from reading every post in this thread and reading other people had this happen also) I am getting an impression of someone being on a power trip, that is just my opinion.

I say this because if someone was engaging in e-mail conversations with you about this for a period of time, long before this they would have gotten the feeling you "might" have a problem... Now speaking from experience in dealing with the public for over 21 years, I KNOW for a fact there are numerous ways he could have handled this, but he chose the easiest way to. Block his account, don't have to deal with him anymore....What he didn't expect is you going public about it. Which I might add, I am glad you did. I can't play there but coming from someone than can afford to lose a good chunk of money I would be just as pissed as you if this happened to me. Do I have a problem gambling if I chose to deposit 2, 3 or 4 grand at a place over a short period of time and then ask for a comp because my play sucked...HELL to the NO! The problem lies when someone has the authority to dispose of player because he doesn't want to be bothered.

Jon could have very well got his point across by stating "Look Nate, we are not going to see eye to eye on this, so lets just let it go." Something as simple as that would have saved everyone a "headache" so to speak. The one good thing that has come out of you going public with this Nate, is now Dan is looking into it. I do think Dan is a fair man and will do what he can to get to the bottom of all this, but what I DO WANT SEE, is a public apology from JON not DAN to you, Nate!

Best of luck to you Nate, please keep us post.

Lori
 

Nate

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Jon could have very well got his point across by stating "Look Nate, we are not going to see eye to eye on this, so lets just let it go." Something as simple as that would have saved everyone a "headache" so to speak. The one good thing that has come out of you going public with this Nate, is now Dan is looking into it. I do think Dan is a fair man and will do what he can to get to the bottom of all this, but what I DO WANT SEE, is a public apology from JON not DAN to you, Nate!

Best of luck to you Nate, please keep us post.

Lori

Thank you Lori,

Thats exactly where I ended it LAST week. I said, I am beating a dead horse and I will not contact you again. I didn't moan at my next loss even although it was 2k - nobody forced me to deposit and I knew where I stood. I just got on with it and took it for what it is - a change of the loyalty rep did not mean VS was changing anything. Done, dusted & forgotten.

IF Jon had emailed me asking for my feedback, this would have never even seen a thread. Naturally if he was as concerned about the whole thing, many are correct in saying that he should have acted 5 days ago already. No - I haven't exceeded my budget and no I don't have an issue. I use their tools often to limit my deposits and also to set a maximum bet - the tools are there - If i need to exclude, I will. A simple check on my account would reveal that I set limits.

I am also disappointed to see that a few people here have already stated the same - when they query rewards it automatically means they have a gambling problem and need to actually stop communicating in fear that their accounts would be locked. That is not cool in the slightest.

Nate
 

interlog

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This is VS being over cautious again. Had the same with the refusal to reopen my account. They are letting me wait for 5 years despite not self excluding citing UKGC rules when I can't see such rule.

Cautious is fine I guess, over cautious pisses people off.
 

colinsunderland

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This is VS being over cautious again. Had the same with the refusal to reopen my account. They are letting me wait for 5 years despite not self excluding citing UKGC rules when I can't see such rule.

Cautious is fine I guess, over cautious pisses people off.

They do seem to have a liking of blaming their decisions on rules/laws that are completely made up.
 

greylady

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They do seem to have a liking of blaming their decisions on rules/laws that are completely made up.

Not always completely made up but 'open to interpretation' - even judges, barristers, solicitors etc will interpret laws differently, sure it is always implemented this way so as to confuse us mere mortals :)
 

colinsunderland

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Not always completely made up but 'open to interpretation' - even judges, barristers, solicitors etc will interpret laws differently, sure it is always implemented this way so as to confuse us mere mortals :)

Well the one that Dan stated the law prevented him from talking about anything to do with AML's was completely made up. The fact I asked exactly which law and was ignored shows that.

I don't think I've seen anything that would cover the situation above either (5 years before re-opening an account that was closed for reasons other than RG) although having not seen exactly what was said I cannot be 100% on that.
 

interlog

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Well the one that Dan stated the law prevented him from talking about anything to do with AML's was completely made up. The fact I asked exactly which law and was ignored shows that.

I don't think I've seen anything that would cover the situation above either (5 years before re-opening an account that was closed for reasons other than RG) although having not seen exactly what was said I cannot be 100% on that.

This was the text used:

Hi,

With immediate effect, please permanently delete my account at Videoslots

It was during the period of time they had trouble with their server upgrade.
 

colinsunderland

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This was the text used:



It was during the period of time they had trouble with their server upgrade.

In that case I don't know of any UKGC rule that would prevent them from opening it again. Obviously they don't have to if they don't want to, but thats different to not being allowed to.
 

interlog

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In that case I don't know of any UKGC rule that would prevent them from opening it again. Obviously they don't have to if they don't want to, but thats different to not being allowed to.

That is what I thought.

Why the 5 year wait before i can be opened again I don't know.
 

andym

Experienced Member
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germany
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

crazy as EXACTLY that happened to me also two days ago. I was discussing with them explaining that their reward program is crap for higher depositing players (i lost 5000k only during last weekend there - level 75 - lifetimenetloss at VS is 21k).
And what i get is a "well rewarded" 85Eur Weekend booster. After explaining them that this is not "well rewarded" they locked the account exactly cause of the same "reasons" you described.
After that i had phonecall with their loyality manager. "i wish i could do more - blabla". Then i was asking if im really the only one complaining that crap at VS. At least he was honest by saying "No there a lot of VIPs complaining that". However my account is open again but i will invest my money at "better" casinos now. Had a long ride with VS but it seems that they didnt grow with the industry recently.
 

Nate

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crazy as EXACTLY that happened to me also two days ago. I was discussing with them explaining that their reward program is crap for higher depositing players (i lost 5000k only during last weekend there - level 75 - lifetimenetloss at VS is 21k).
And what i get is a "well rewarded" 85Eur Weekend booster. After explaining them that this is not "well rewarded" they locked the account exactly cause of the same "reasons" you described.
After that i had phonecall with their loyality manager. "i wish i could do more - blabla". Then i was asking if im really the only one complaining that crap at VS. At least he was honest by saying "No there a lot of VIPs complaining that". However my account is open again but i will invest my money at "better" casinos now. Had a long ride with VS but it seems that they didnt grow with the industry recently.

Honestly this is beginning to look like more people will crawl out of the woodwork stating the same. Its really humiliating to people to be treated in this manner. As this is specifically when their loyalty rewards are questioned. Not a good move by Videoslots :mad:

Edit: I told him to EMAIL me as I did not want to be discussing Casino Loyalty in an office. He replied by telling me that he would call at a time convenient. I mean this dude cant even reply to an email without it taking 8 hours to 5 days and he doesn't work in the evening either. I simply told him not to contact me again as we have already discussed all we need to. I refuse to take a phone call that is forced upon me after they lock my account. Judging from your conversation with them, it will be exactly the same rhetoric only for them to reopen my account - This is being completely unprofessional.

Dan is looking into it from his PM to me ...

Nate
 

andym

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germany
Honestly this is beginning to look like more people will crawl out of the woodwork stating the same. Its really humiliating to people to be treated in this manner. As this is specifically when their loyalty rewards are questioned. Not a good move by Videoslots :mad:

Edit: I told him to EMAIL me as I did not want to be discussing Casino Loyalty in an office. He replied by telling me that he would call at a time convenient. I mean this dude cant even reply to an email without it taking 8 hours to 5 days and he doesn't work in the evening either. I simply told him not to contact me again as we have already discussed all we need to. I refuse to take a phone call that is forced upon me after they lock my account. Judging from your conversation with them, it will be exactly the same rhetoric only for them to reopen my account - This is being completely unprofessional.

Dan is looking into it from his PM to me ...

Nate

and you forget: they also didnt operate during weekends. A good VIP support should at least answering emails during weekends since this is the main playing time for customers.
However youre right - the phonecall was more or less the same than their "standard emails". I had othe call with him during my evening as i was able to leave the office earlier at that day. (6 p.m.)
 
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