Baptism by Fire - success Videoslots wants to join up!

[ChopleyIOM]

Hi ChopleyIOM,

Sorry for that. I spoke to CS and they have already refunded your money.

Kind Regards,
Lucas

That has indeed been sorted Lucas, thanks for that

Can I please clarify though, did I screw up there and the site worked as intended, or should anyone have been able to make the withdrawal that I wanted to make? My reading of the warning message was that any balance above the total of all my deposits to date would be lost (of which there was none because I was down), and that I couldn't unlock any more of the SUB - was that a mistake?

Ordinarily I'd have just carried on playing but I like to do an 'end-to-end' test with a new casino which includes doc verification and making a withdrawal, hence me deciding to forfeit what was left of the SUB and move to a withdrawal.

Thanks for the quick fix anyway

 

[dunover]

That has indeed been sorted Lucas, thanks for that

Can I please clarify though, did I screw up there and the site worked as intended, or should anyone have been able to make the withdrawal that I wanted to make? My reading of the warning message was that any balance above the total of all my deposits to date would be lost (of which there was none because I was down), and that I couldn't unlock any more of the SUB - was that a mistake?

Ordinarily I'd have just carried on playing but I like to do an 'end-to-end' test with a new casino which includes doc verification and making a withdrawal, hence me deciding to forfeit what was left of the SUB and move to a withdrawal.

Thanks for the quick fix anyway

View attachment 43984

Actually ignore what I said, as now I've read your subsequent post they removed the 60 in cash you have thus far converted from the SUB, which IS how it works as I read it. I assumed you had deposited 50 and lost 50 SUB plus £10, but of course I forgot the free tenner is your to keep once you have deposited £20+.

Because I was lucky enough to convert my SUB in one deposit and reach full WR, I never knew you could carry it over to the next deposit like you seem to have done? That one I'm unclear on too....

 

[VS_Lucas]

That has indeed been sorted Lucas, thanks for that

Can I please clarify though, did I screw up there and the site worked as intended, or should anyone have been able to make the withdrawal that I wanted to make? My reading of the warning message was that any balance above the total of all my deposits to date would be lost (of which there was none because I was down), and that I couldn't unlock any more of the SUB - was that a mistake?

Ordinarily I'd have just carried on playing but I like to do an 'end-to-end' test with a new casino which includes doc verification and making a withdrawal, hence me deciding to forfeit what was left of the SUB and move to a withdrawal.

Thanks for the quick fix anyway

View attachment 43984

Hi ChopleyIOM,

You did everything by the book

The fault is on our side. I have alerted our dev-team about the issue.

Kind Regards,
Lucas

 

[ChopleyIOM]

And that's in my Neteller account already, so about 16 minutes from request to payout

Thanks for your personal intervention in this situation Lucas, an active rep here at CM can make a world of difference when it comes to stuff like this - indeed an active rep at CM is one of the major factors in me choosing to play at a casino.

I just hope that all your players get the same level of service though!

 

[Balthazar]

I know it's their Baptism by fire and reps usually go the extra mile in those times but still, I'm impressed by the way Lucas has handled all the issues in this thread so far. He doesn't reply with the usual "I will fix this for you" but with "I'll make sure that it doesn't happen to anyone again" and that's awesome in my book.

You are doing a good job, Lucas.

 

[dunover]

Should be due some cashback today from the week-before's play. Not there yet, any idea what time on the Friday it's credited?

 

[homerbert]

Should be due some cashback today from the week-before's play. Not there yet, any idea what time on the Friday it's credited?

it will be never credited, due to Friday 13 muhahahaha.

 

[The Viking]

Ok just signed up, thinking about deposit and take there welcome offer but, anyone know if they payout on weekends? as i dont bother deposit at a casino on a Friday, that if i win i have to wait until Monday as there are way to many accredited casinos, that have same games and payout within hours all weekend

 

[dunover]

Ok just signed up, thinking about deposit and take there welcome offer but, anyone know if they payout on weekends? as i dont bother deposit at a casino on a Friday, that if i win i have to wait until Monday as there are way to many accredited casinos, that have same games and payout within hours all weekend

I believe they do yes. Double-check with Lucas though.

 

[The Viking]

I believe they do yes. Double-check with Lucas though.

Im sure he comes in here today to verify it he seems to be on top of thinks and that sure helps when your signing up to a new place

 

[VS_Lucas]

Because I was lucky enough to convert my SUB in one deposit and reach full WR, I never knew you could carry it over to the next deposit like you seem to have done? That one I'm unclear on too....

Hi dunover,

Yes, players can make more than one deposit and carry on with the bonus activated with the 1st deposit they've made too.

Best Regards,
Lucas

 

[VS_Lucas]

Ok just signed up, thinking about deposit and take there welcome offer but, anyone know if they payout on weekends? as i dont bother deposit at a casino on a Friday, that if i win i have to wait until Monday as there are way to many accredited casinos, that have same games and payout within hours all weekend

Hi The Viking,

Thanks for signing up. And Yes we do payouts during the weekend. (Except for bank wire, as they can only be done during normal weekdays).

And thanks for your comments mate.

Cheers!
Lucas

 

[VS_Lucas]

Should be due some cashback today from the week-before's play. Not there yet, any idea what time on the Friday it's credited?

Hi dunover, Yes you shold be receiving your earned cashback anytime now.

Generally the cashback is paid out between 11 - 14 GMT.

So hang in there mate. good luck!

Kind Regards,
Lucas

 

[dunover]

Hi dunover, Yes you shold be receiving your earned cashback anytime now.

Generally the cashback is paid out between 11 - 14 GMT.

So hang in there mate. good luck!

Kind Regards,
Lucas

Cheers, I'm getting itchy fingers and am going to try and catch up with Chopley in the league table....

 

[VS_Lucas]

I know it's their Baptism by fire and reps usually go the extra mile in those times but still, I'm impressed by the way Lucas has handled all the issues in this thread so far. He doesn't reply with the usual "I will fix this for you" but with "I'll make sure that it doesn't happen to anyone again" and that's awesome in my book.

You are doing a good job, Lucas.

Hi Balthazar,

Thanks a lot for your comments, I really appreciate that. And I'm glad you you're all so welcoming, you're great to co-operate with.

Thanks again, and I'm looking forward to a long and fruitful relationship here at CM between us.

Cheers!
Lucas

 

[Nifty29]

What happened to "we only use your mobile number for verification"??

Received at MIDNIGHT if you don't mind

Your cashback of $ Bugger all for last week?s play at Videoslots.com have just been credited to your account.

 

[Balthazar]

What happened to "we only use your mobile number for verification"??

Received at MIDNIGHT if you don't mind

I still think that their focus on mobiles/phone calls/SMS is a horrible idea. This is an online casino, communication via email is just fine. SMS and phone calls are crossing the privacy line for a lot of people (me first). I don't mind having the option to opt-in, but having to opt-out opens the door to various unfortunate situations (oversights, etc).

IMO you should reconsider and find another way to try to prevent chargebacks, Lucas.

 

[VS_Lucas]

Hi Nifty,

I had informed everyone here on this thread, that we do send out sms notifications to players with their earned cashback and casino race winnings. ie; cash in your account which is available for withdrawal.

The context that the quote you're using was used in was with regards to spam / security.

Furthermore, we send out the cashback notifications between 11 - 14 GMT.

And also, we have made an opt out button from receiving the sms notification within the player's profile itself, after having received the feedback from here. So you may tick that box if you don't wish to receive any sms notifications too mate.

Kind Regards,
Lucas

 

[dunover]

What happened to "we only use your mobile number for verification"??

Received at MIDNIGHT if you don't mind

LOL.....that figures, I got mine 11am GMT so yeah, 13 hours difference between us. I don't think they have taken into consideration the time zone of our Antipodean cousins...

 

[Nifty29]

Hi Nifty,

I had informed everyone here on this thread, that we do send out sms notifications to players with their earned cashback and casino race winnings. ie; cash in your account which is available for withdrawal.

The context that the quote you're using was used in was with regards to spam / security.

Furthermore, we send out the cashback notifications between 11 - 14 GMT.

And also, we have made an opt out button from receiving the sms notification within the player's profile itself, after having received the feedback from here. So you may tick that box if you don't wish to receive any sms notifications too mate.

Kind Regards,
Lucas

Thanks Lucas for your reply.

If your casino was Android or iOS based, then perhaps I could understand the need for SMS notifications for mundane things like cashback etc.

However, I don't see why such notices cannot be sent via email.

Put it this way....I'm not going to get woken up around midnight by an email. My wife gets up very early for work, and needless to say videoslots isn't her favourite brand right now. You definitely need some geolocation/timezone staggered SMS dispatch system.

IMO, the service should be opt-IN rather than opt-OUT....but that's just me.

 

[dunover]

Thanks Lucas for your reply.

If your casino was Android or iOS based, then perhaps I could understand the need for SMS notifications for mundane things like cashback etc.

However, I don't see why such notices cannot be sent via email.

Put it this way....I'm not going to get woken up around midnight by an email. My wife gets up very early for work, and needless to say videoslots isn't her favourite brand right now. You definitely need some geolocation/timezone staggered SMS dispatch system.

IMO, the service should be opt-IN rather than opt-OUT....but that's just me.

They do actually send an e-mail too - I got both the SMS and e-mail at 11AM. I've only ever had SMS from them , both times useful to tell me free cash had arrived in my a/c - never had a phone call.

 

[VS_Lucas]

Thanks Lucas for your reply.

Hi Nifty, you're very welcome mate.

as dunover rightly said - we do actually send an email too to inform our players about the cashback that they've earned from the previous week, as well as with the casino races winnings.

Furthermore, I will send a request with regards the geolocation/timezone sms dispatch to see if it could be done. Moreover, I'll also see to it that we'll also have the Opt-Out tick box on the registration form, so that players can check that at the very beginning.

Thanks a lot for your feedback. It's much appreciated.

Kind Regards,
Lucas

 

[SirWegs]

Anyone ranking good in the race? I believe I will reach top 10 this week! Still on my first deposit! Wonder how many weeks I can keep alive on it.

 

[mrmark21]

Well I got an email for five free spins on the slot Sugar Pop today of course it wasn't until I had opened the casino, logged in, tried the voucher, checked the game, and contacted support that I was told I wasn't eligible because I already did the NDB on that Rooks game. What I would like to know is...

Why was I sent an email for a promo I wasn't eligible for? Why are these spins going out to members that took the NDB when they cant use them? Does the casino offer promos they don't plan on honoring on a regular basis? Now that you have my email address is being spammed with offers I'm not eligible for going to become a regular occurrence?

They should be mentioning in the email that customers who took the free spins when they first opened their account won't be eligible for this bonus. Even the Virtual group and Co advise players of when they can and can't redeem a comp in regards to free chips.

 

[VS_Lucas]

Well I got an email for five free spins on the slot Sugar Pop today of course it wasn't until I had opened the casino, logged in, tried the voucher, checked the game, and contacted support that I was told I wasn't eligible because I already did the NDB on that Rooks game. What I would like to know is...

Why was I sent an email for a promo I wasn't eligible for? Why are these spins going out to members that took the NDB when they cant use them? Does the casino offer promos they don't plan on honoring on a regular basis? Now that you have my email address is being spammed with offers I'm not eligible for going to become a regular occurrence?

They should be mentioning in the email that customers who took the free spins when they first opened their account won't be eligible for this bonus. Even the Virtual group and Co advise players of when they can and can't redeem a comp in regards to free chips.

Sorry to say, but we had a massive error with the free spins that went out this morning. And the CS was not informed in time regarding the error. Everyone who received the email and didnt get your free spins, please send me a PM with your username. I will make sure you get 5 free spins in SugarPoP.

Please note that the error was that you got 40 free spins in Boomanji instead of 5 free spins in SugarPoP. So it was a very postive error for the customer figuring that out

Furthermore, we are contacting each customer who had an issue and didnt use the free spins in Boomanji with a new voucher code to SugarPoP.