It just doesn't make any sense; I think they could rebuild their business model and bury their bad track record in the past if they chose to.
Even at 45x or whatever they feel like the day you try to cash out, 500% and 600% bonuses WILL get played through often enough and they will have to pay (or not, whatever).
And if they replaced certain managers responses of, ' I'm too busy too look right now, there are other customers in front of you'. WITH A FREAKIN WINDOW IN THE CASHIER THAT SHOWED YOUR WR they'd have time to answer a customer's question instead of blowing you off.
Shorten the 'approval time'. Stop playing games with withdrawals, etc.
Any high school aged homemaker knows you can't delay paying your bills thinking they will be easier to pay later... it catches up and compounds and next month you're right where you were before you took a holiday from paying your debts - only worse.
Do those things and more and sooner or later the house edge will pay the bills and please the player community.
I'm of the mind that they got over-extended and the slow pay, no pay is the result of that and bumbles created by it, but that's just me, with very limited knowledge.
From communicating with GM's in other casinos 'on the mend' I understand it is extremely difficult to root out certain thinking and practices that build up over time, it can run deep. I actually had a casino manager once tell me, "they might call me a crook for denying bonus abusers their winnings, but I'd rather be called a crook than a chump." I can see his point, absolutely, but...
I think as long as the promotions in this industry are run by way of bonuses, the Virtual Group will probably continue to run they way they do today... how could they possibly change without changing their business model, and if the other 500 casinos out there can't come up with a better way to promote and retain their clients, how can the Virtual Group?