Videoslots Lock Account for Criticizing Loyalty

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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.
 
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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

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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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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.)
 

LHofsdal

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And another one comes forward....

So now someone else comes forward sharing the same outcome because he questioned their loyalty program.....

Is anyone else starting to see a pattern here? Not only is it humiliating it is out right disgusting to see this happen. I find it disgusting and unreal and I can't even play at VS. I really think that A LOT more people should be looking into this, not just Dan. This happening to 1 loyal customer is a mistake but this happening to more than 1 is a PROBLEM.

When they quote a law as their reasoning to do this and cannot even let you know what law it is should be sending up red flags every where. I don't care how big an establishment is, losing players no matter how much they deposit, win or lose, is going to hurt them in the long run. This thread isn't publicity any casino would want.

@Nate-Are you F'N kidding me-you put limits on your account and Jon still closed your account for "suspecting" you have a problem? I don't even know how to reply to that I am so pissed. That right there shows you DON'T have a problem. The higher ups in this company need to looking into this, because as we can see, this isn't an isolated incident.

I will tell you all this, I can't play here because I reside in the USA but if and when the time comes and I would be allowed to play there, I won't. I don't like what they are doing here, to me it is unethical and abuse of power. Unless Jon comes here and publically says he is sorry and was WRONG, this place is right down there with the Virtual Group on the list of bottom feeders in my book.

Lori
 

miksaxxx

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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.


Br,
Daniel

Why videoslots then needs anykind of VIP/Loyalty department? If automatic system handles everything and VS dont want any highrollers asking for freebies after terrible run ?
 

andym

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germany
Why videoslots then needs anykind of VIP/Loyalty department? If automatic system handles everything and VS dont want any highrollers asking for freebies after terrible run ?
excellent question.
By the way i forgot to mention one thing: When they locked my account at VS two days ago i logged into BETAT casino the same evening (im registered in many online casinos).
When i did that it says "my account was locked". Strange as i never had any discussion whatsoever with them. I contacted live chat at BETAT and they unlock it immediately and told me that they had only "technical problems".

So i really have to ask myself if BETAT and VS are somehow "linked together". Anyone else is aware of that?

Otherwise it was a very strange coincidence. As it happened exactly on the same day and i never had any issues there very strange...
 

bebo67

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Are you going back if your account gets unlocked? I'm totally stumped in why this happened. Kenny and I NEVER got along, and he would be the first to admit it. So if it was a case of " take that" I would of been locked long time ago. And it's not like Jonathan is new to this, he was my VIP 2 years ago, and he is usually very easy going. I believe what you are saying, which is why Im stumped. One thing I have learned in the last week playing there and people need to pay heed to it. Just because you are a highrollar doesnt mean you are entitled to extra perks if you lose. When you deposit, you know in your mind that you have a chance of losing and that falls on you, not the casino. And that goes for any casino. Set a limit and play within it. Should accounts get locked for asking for rewards? Absolutely not! I have bitched and moaned about the loyalty until logic kicked in last week and set my limit.
 

Nate

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I received a PM from Dan and an apology.

Dan assures me that this project has been taken on by him personally and an internal review is in process to ensure that it doesn't not happen again to any player. My account has been unlocked without me having to speak on the phone with Jonathan.

Honestly don't even know what to think or say - but thanks in any event.

Nate
 

Tirilej

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I think we need to see it from their perspective too now. It can't be easy to deal with law and regulations, customers who want something and complain and questioning everything.
They are told they have to try and see if anyone seem to have problems. If they ask then people get upset. If they don't ask then that would be wrong too, and people could be questioning them later, or they get reported. No matter how they do it it can be wrong.

I was really pleased with their response, because it did prove that they do take things serious.
Put yourself in their shoes before complaining maybe is a good advice. And maybe accept that if you are a highroller it will stay the same as it is now.
Maybe this have taught them to be more careful with closing accounts before talking to the person it concerns too. I hope so.

I'm happy it got solved Nate and that you got the apology :)
 

interlog

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Glad you got it sorted in the end Nate and good to hear that measures have been put in place to have this not happen to other players.

If only they could show the same degree of flexibility for my case. I appreciate that fhey are not the same but I am really confused for the reason my account can't be reopened because UKGC rules don't say it can't?
 

Tirilej

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Glad you got it sorted in the end Nate and good to hear that measures have been put in place to have this not happen to other players.

If only they could show the same degree of flexibility for my case. I appreciate that fhey are not the same but I am really confused for the reason my account can't be reopened because UKGC rules don't say it can't?

Have you tried doing a PAB? Maybe someone else should take a look at it and compare it with UKGC rules, and see if there is anything that can be done.
 

DreamRJ

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Thanks for the Update Nate. And again Dan shined through and got it sorted like he always does. As said many times Dan is the man :)

Glad you are able to login again. Lets hope that this does never happen again. It was out of line and I think and hope Jonathan has had some re-training so that he doesn't do this again.
 

interlog

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Have you tried doing a PAB? Maybe someone else should take a look at it and compare it with UKGC rules, and see if there is anything that can be done.

I didn't know I could do a PAB for this? Will have a think about it. Thanks.
 
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