Videoslots Lock Account for Criticizing Loyalty

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
 
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miksaxxx

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Nov 5, 2008
Location
Finland
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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Jul 6, 2013
Location
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.
 

Jd666

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Nice one Nate.

Good job your a member on here.

Although if any casino blocked my account and then reopened it, I would tell them to stick it up thier back passage, but thats maybe just me :D
 

andym

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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.

As in my case it was Pekka who locked the account - not Jonathan - i dont think its a personal issue but more a "rule" their manager gave them.

Dan also apologized to me but in any way im not so convinced anymore from VS as i was in previous days
 

Nate

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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.

Regulations are regulations - there is no regulation that stipulates that questioning how things operate warrants a locked account. Discretion is key - Anyone who takes the time to investigate something might see things they were not aware of before taking action hastily.

It's important to question. Videoslots may deem something to be of good value - Like lumping rewards from previous months. If I do not question this, they may look past it and assume their assumption was correct when in fact it wasn't. If players don't question then there will be no need for any rules to begin with. They make money out of this, so there shouldn't be any pity for them having to deal with customers who complain or question anything.

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 actually think it should be the opposite - They should put themselves in the players shoes - Would it be OK if they were treated like that?

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

Thank you :)
 

bebo67

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Regulations are regulations - there is no regulation that stipulates that questioning how things operate warrants a locked account. Discretion is key - Anyone who takes the time to investigate something might see things they were not aware of before taking action hastily.

It's important to question. Videoslots may deem something to be of good value - Like lumping rewards from previous months. If I do not question this, they may look past it and assume their assumption was correct when in fact it wasn't. If players don't question then there will be no need for any rules to begin with. They make money out of this, so there shouldn't be any pity for them having to deal with customers who complain or question anything.



I actually think it should be the opposite - They should put themselves in the players shoes - Would it be OK if they were treated like that?



Thank you :)
I've always been a advocate for standing up for what you believe in! Right will always win, and there is a silver lining in all this. :)
 

colinsunderland

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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.

If you are going to hide behind laws to justify your actions, then, at the very least, you should be prepared to tell people which law you are using to justify it. Otherwise, it is just excuses for bad decisions and management.
 

Tirilej

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Regulations are regulations - there is no regulation that stipulates that questioning how things operate warrants a locked account. Discretion is key - Anyone who takes the time to investigate something might see things they were not aware of before taking action hastily.

It's important to question. Videoslots may deem something to be of good value - Like lumping rewards from previous months. If I do not question this, they may look past it and assume their assumption was correct when in fact it wasn't. If players don't question then there will be no need for any rules to begin with. They make money out of this, so there shouldn't be any pity for them having to deal with customers who complain or question anything.



I actually think it should be the opposite - They should put themselves in the players shoes - Would it be OK if they were treated like that?



Thank you :)

I was just going to send you a pm to tell you that it wasn't you or your way of complaining I wrote that. I just felt that suddenly there was a lot o people jumping on the wagon with totally different complaints too, as it always is :)

And I'm sure they have more patience each one of the guys working there than I ever will have. I have many times wondered how they can just ignore all complaints and bad talks, and move on. It's an art.

Let's say we should both sides respect each other, be honest and try to solve things without getting angry;)
 

Tirilej

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If you are going to hide behind laws to justify your actions, then, at the very least, you should be prepared to tell people which law you are using to justify it. Otherwise, it is just excuses for bad decisions and management.

Now this time it was the law about problem gambling I thought of.
I know you're angry about them not being clear when it comes to money laundering laws. I also wants to know, just so I can avoid getting investigated.
I would never leave anything either if they ask me:oops:
 

bebo67

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I was just going to send you a pm to tell you that it wasn't you or your way of complaining I wrote that. I just felt that suddenly there was a lot o people jumping on the wagon with totally different complaints too, as it always is :)

And I'm sure they have more patience each one of the guys working there than I ever will have. I have many times wondered how they can just ignore all complaints and bad talks, and move on. It's an art.

Let's say we should both sides respect each other, be honest and try to solve things without getting angry;)

You're right about it being an art! My tongue would of fallen off by now, for biting it too much :p
 

Mouche12

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Glad to hear you received an apology - albeit not from Jonathan. Still, it's unclear to me what exactly drove Jon to (suddenly) close your account without any notification/explanation. Was the reason for this explained in the apology? Having to abide by RG laws doesn't cut it for me, there should have been a specific reason in this case, so what was it?
 

slot_zombie

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Videoslots is just not a high roller casino. No point trying to fit a square peg into a round hole?

NOT a freeloader and NOT interested in the battles, but as a low roĺler who plays for hours most evenings, I'm more than happy with getting £40-£50 per week in wager free cashback plus race winnings. If I was spending £££ I would certainly not be happy though! My budget is £300 per week max. Most weeks I don't get to that level.

From a business point of view I guess there's thousands more of us than there are high rollers, and it all adds up?
 

ricky

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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

if he literally said that....then i would warn VIPS off depositing at videoslots

many many other sites treat vips better, coral for example, you become vip in casino/games, youll be eligible for sports vip offers too
 

LHofsdal

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Glad you got an apology Nate, although I still feel that it should have come from Jon.

Have to applaud Dan here, didn't take him long to get the bottom of things, and showed that he does care about his players by manning up and apologizing for something he didn't do or was even a part of.

LH
 

miksaxxx

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there is many things

Like Dan sayed : system is not perfect to all.

But then should come Vip/Loyalty team to take care of those , who doesend " care " weekly booster or casino races and drop down of these automatic system boosters.

Other casinos give bonuses and different cashback program to those who dont get nothing from weekly boosters. Highroller bets players contract should not be VS so hard to start , becouse other casinos do it all the time. :confused:

They just dont want it..
 

bebo67

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My guess and anyone can correct me if I am wrong, it seems that VS is purely for entertainment purposes only. Lets face it, as gamblers we like money, we like the risk and thrill of getting that money. Some casinos " get it" and some don't want to go down that road. Btw, little off topic but my other website is almost done, so I will be asking affiliate questions next week. AND I'm adding twitch to it. So if you have a twitch account, message me. I love doing websites, and this one is so freaking cool! :D
 

Nate

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Glad you got an apology Nate, although I still feel that it should have come from Jon.

Have to applaud Dan here, didn't take him long to get the bottom of things, and showed that he does care about his players by manning up and apologizing for something he didn't do or was even a part of.

LH

I wont ask for one - The way he handled things should have made him send an email but he probably isn't bothered - IMPO he wasn't bothered to read half the stuff I sent him and reply on questions so Ill leave it at that.

Someone else who was never involved needs to apologize and that's bollocks. In any event, is what it is.

Nate
 
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