Virtual, rogue, rogue, rogue...

[schankwart]

This joint is what they always were... rogue up their arse!!

I am so upset about their ignorance and newly attempt of stiffing a player (me) that I simply have to post this now:

A several weeks back I tried to redeem a couple coupons at this joint that all got rejected for some reason. I then contacted Virtual via live-chat and asked why the codes all had not been working and they told me that there were "some technical difficulties" and that I will receive my 40% bonus "manually" after making my deposit.
I so decided to deposit $500 and after waiting for 2+ days (!) I finally received my bonus but... 100% instead of 40!

One might think now I should be happy about that but once you look at their T&C you will see that the terms for this bonus are a LOT worse than the ones for 40%!

Since I did not want to accept this bonus I wrote them to correct this error but up to TODAY NOTHING happened!!

Emails got ignored, promises canceled and all I want is to just get my deposit back anymore...

Its so frustrating and nerve-killing...

Dont deal with Virtual!!!

 

[virtualted]

Simple Reply

I come here representing Virtual Casino. First off to let everyone know I do not normally reply to the boards. I feel it is better to contact me or the casino if there is a problem. It seems that most of the posts are from people who just want to be heard and really have no gripes at all. Take this player who is complaining now. He is complaining all over messages boards, when all he had to do was explain his situation to the casino. Also if you check the threads this person has started they are all negative every where, but he continues to frequent these same casinos because he knows he will win if he demands the right bonus. Than cries when things do not go his way. Below is the reply that I also responded to him on another fourum. For any one who does have any personal complaint against Virtual Casino please contact me at ted@casinosupportcenter.com
This particular customer has made a number claims that I will now address. We also tried to speak with him earlier today in private, and he said he wanted it Their Way or they would post on the forums. They than made a deposit of $500 and attempted to redeem a bonus of 40% with no max pay out. This coupon was denied by the system based on the players previous play. The customer contacted the casino and was given a 100% non cashable bonus with 15x play through and a 10x max cash out. This was explained to the player, and why this was the only bonus they can continue to use. At this point the customer could have requested their deposit back, but the customer did not. Two weeks later the customer requested a withdrawal of $500 which was turned down. My fault, I saw that the customer was only requesting $500 and since that was only bonus money I rejected it and put the money back in the players account, and wrote him explaining my reasons. It was my fault not to have checked that the player never started playing. Than two weeks later the same scenario was played out. Now today one month later once again the customer contacted the casino to ask why his withdrawal was rejected and again we gave him the same explanation as before. Not once did the player tell us he was not playing and just wanted his money back. I believe that there may be a language conflict here because the player is in Germany, which still does not excuse the fact that we did not probe the situation further here. As of today the players withdrawal was approved and will be sent back to him. On a further note this was not this players first deposit with us; they have in fact deposited $1700 and been paid $4790.

 

[spearmaster]

I believe that there may be a language conflict here because the player is in Germany

Bullshit. You can clearly see from the post above that he speaks perfectly good English. You should talk about language problems, your English is worse than his.

 

[jetset]

"Also if you check the threads this person has started they are all negative every where, but he continues to frequent these same casinos because he knows he will win if he demands the right bonus. Than cries when things do not go his way."

If you're offering bonuses with specific T&Cs, the player adheres to these and then you do not meet your end of the deal, then the player has every right to use the message boards to expose your behaviour for the benefit by way of caution of other players.

 

[marcolino]

I have not never had problems with they.

They have been only slow to pay.

 

[Black21Jack]

I have not never had problems with they.

They have been only slow to pay.

Same here. I deposit my money with no bonus and play, and win. No problems what so ever! It was slow to pay but when I have contacted support they are friendly, and very helpful. Hmmm, I wonder why I have no problems?? could it be that I do not claim bonues? hmmmm

 

[bethug]

most time bonus are to much hassle, i dont know why he played there

 

[schankwart]

Virtual Ted's attempts of explanation are helpless and just a turnaround of given facts.
Let me start clarifying his desperate BS once more:

I never asked the Casino for the 100% bonus and was PROMISED a 40% bonus BEFORE I made my deposit. After waiting for approximately 2 days I contacted the Caisno again, asking why i still have not received my 40% bonus.
-A day later I found the 100% thing in it and IMMEDIATELY contacted them, asking them nicely to remove this promotional money again and to give me the promised 40% with no max. cashout. Their CRS agreed and told me that this would be done later today once managerment is in.
The next day I re-checked and the bonus was still the same.
I then recontacted them at least 3 times, asking them patiently to correct this error.

After 2 weeks or so I finally decided it was not worth it and simply withdrew my deposit again after their CSR had told me to do so !

An additional ~2 weeks later my withdrawal was canceled for the first time. I again contacted them, saying that I am sick of their games and that I just want my deposit back.
I re-withdraw my deposit again then and found it to be re-reversed a couple days ago.
Yesterday i indeed had the questionable chat with another CSR who started acting like they would have never heard from me before.

I told them that I will not tolerate this BS any longer and that I will bring it to public attention now.

-Here we go!!!


---It has never been explained to me why and that I received a 100% bonus...

---I requested my deposit back an uncountable amount of times without any success...

---I never received an email from Ted ever (this might have been due to spam-blocking reasons as well though), he could have easily called me though or contact me in any other way...

---Ted: "Not once did the player tell us he was not playing and just wanted his money back" LOL, WTF?!?!

---Ted: "I believe that there may be a language conflict here because the player is in Germany" Sori, i dont sbeak Englisch fery wel.

---Ted: "As of today the players withdrawal was approved and will be sent back to him" Way to go Dude, this is the first TRUE statement!!!


Bottomline:

As you can see all they did was an attempt to make me deposit, not give me the correct bonus and never correct this again without massive pressure.
Had I not posted this thread here and at Mesiters' I am sure this would have kept going for days, weeks, months more....!

Dont deal with Virtual!!

 

[schankwart]

Ted, how to you know what Casinos I do "frequent"?!??

 

[marcolino]

I think that if 40% of bonus will be credited all resolves...

Why not ?

 

[Clayman]

They than made a deposit of $500 and attempted to redeem a bonus of 40% with no max pay out. This coupon was denied by the system based on the players previous play.

What exactly was it about his previous play that disqualified him from the 40% bonus?

 

[jpm]

---Ted: "I believe that there may be a language conflict here because the player is in Germany" Sori, i dont sbeak Englisch fery wel.

LMAO! Good one!

 

[virtualted]

You I asked how I knew you play at other casinos, I don't! I can only read the negative posts you have made on this forum. You have called each of these casinos rouge at one time or another. Portifino,Connect To,Gold Key,NeoMax,Prism,Bella Vegas. All were negative posts of how the casino has tried to take advantage of you.

 

[schankwart]

Even though the other posts have nothing to do with your very own problems I do not see any reason what is supposed to be bad about them?
I am playing a lot, been doing this for a while now and problems unavoidably arise when doing so.

Some operators like you just unfortunately never learn.

 

[bethug]

well i can back him on two of the bad casinos, goldkey, very slow pay, connect to casino stright up lyers. But i have to take my hat off to you virtual less you talking

 

[marcolino]

Ted, how to you know what Casinos I do "frequent"?!??

If you play at Cirrus...

 

[Macgyver]

Well, I've got my own problem with these folks and I emailed "virtualted" about it a week ago. I decided not to voice it here until a week had gone by and still no response. This isn't a "pitch a bitch," rather information for other players from the email I sent ...

On June 12, 2004, I deposited $50 into Virtual and redeemed a 150% bonus. I unfortunately lost both my deposit money and bonus money before meeting their wagering requirements.

On June 15, 2004, I received an email entitled "Second Chance." In this email, the casino offered me a free chip matching the $50 deposit I had made and lost. Pursuant to playing with that free chip, I checked their rules for "Free Money/Chip," particularly Rule #4, which I quote:

A customer will be entitled to winnings on a free chip, if he/she deposits at least $20 BEFORE using the free chip, otherwise he/she will be entitled to amount of the free chip itself.

I completed the 9X wagering requirements and ended up with $120. I initiated a withdrawal of that $120 on June 15, 2004 and patiently waited the 7-10 business days I was told it would take to process.

Imagine my surprise when I checked my account last week and saw that a withdrawal in the amount of $50 had been approved, but $70 was denied. Per what their rules stated (see above), I had indeed deposited "at least $20 BEFORE using the free chip." Thus, I believed that I would be entitled to any winnings off a free chip if I were so lucky.

However, during a Live Chat with their customer service, they told me that a deposit must immediately precede or follow a redemption of a free chip in order to cash out winnings. I even suggested to them to update their rules to state that, but they haven't done so as of today.

They also offered me a future 200% bonus on a deposit and another
free chip matching that subsequent deposit, but I don't see why I'd take them up on it after the confusion and length of time I've waited with no explanation.

Yeah, I did get the $50 and am not even trying to get back the $70 in winnings, but it's the principle of the thing.

 

[jpm]

Its funny how people can interpret the same things differently. When I read that, I assumed it meant depositing at least $20 immediately preceeding using the free chip since it says 'before using the free chip'. But obviously it can be interpreted differently as well.

I guess technically you did have a deposit before using the chip, but that was also before you received the free chip. I think they do need to make it a bit more clear, so that its not interpreted in different ways.

A good rule of thumb when dealing with ANY kind of bonus or 'free' money is to always check with support about the rules and restrictions involved first. And get it in writing.

 

[Macgyver]

I can only assume (since I haven't got a response from my email) that the kicker comes because I PLAYED before I redeemed the chip.

If I had redeemed the chip before playing with my deposit & bonus, then I would have been fine and able to get any winnings.

The thing is ... I didn't get the free chip until AFTER I busted out on that deposit.

Whatever, I'm done with them. Fair warning to anyone else ...

 

[virtualted]

Hello,
First off I would like to apologize for the delay in responding to your e-mail. I was and am currently on vacation, but read your post and will respond.
Everything you described is 100% accurate. You tried the casino out made a deposit and received a great bonus. Unfortunately you lost. Since I am sure you are aware most first time depositors do lose, I implemented a plan to give new depositors a second chance to at least get their deposit back, so they might not have a bad taste about internet gamming. In your case you were a loser, but we gave you another chance to break even. The casino had nothing to gain at this juncture; it was a good will gesture. After reading your post, it seems that my policy might not be right. May be I should change it back to when you lose you lose, and if you want a second chance you need to pay for that chance. Before I go back to that, I would love to hear from members of the forum who do respond, to please give me your feedback.

 

[marcolino]

Me it seems a serious post and a serious position

 

[dickens1298]

Bottom line - it's all about fair games and customer service.

You can offer all the promotions you want, but if your reputation is shoddy, your level of repeat business will be nil. Instead of trying to develop a compelling offer, why not ensure that your T&C's are clearly defined, or that player disputes are quickly and satisfactorily resolved?

Truth be told, there are some casinos that I would NEVER frequent, regardless of the bonus offer. A 300% bonus offer means nothing if I feel that I have no hope of ever collecting my winnings.

Hello,
First off I would like to apologize for the delay in responding to your e-mail. I was and am currently on vacation, but read your post and will respond.
Everything you described is 100% accurate. You tried the casino out made a deposit and received a great bonus. Unfortunately you lost. Since I am sure you are aware most first time depositors do lose, I implemented a plan to give new depositors a second chance to at least get their deposit back, so they might not have a bad taste about internet gamming. In your case you were a loser, but we gave you another chance to break even. The casino had nothing to gain at this juncture; it was a good will gesture. After reading your post, it seems that my policy might not be right. May be I should change it back to when you lose you lose, and if you want a second chance you need to pay for that chance. Before I go back to that, I would love to hear from members of the forum who do respond, to please give me your feedback.

 

[GemG7]

Bonus money

This thread is the reason why I never use bonuses the casinos offer.

 

[dominique]

Signup bonuses are for the birds. I don't like them anymore either.

The wagering requirements spoil all the fun. Instead of playing the games I like I am supposed to play things that do not interest me, and it's impossible to quit while ahead.

I wish they would offer loyalty bonuses instead, and keep them totally free of wagering requirements then. I would go for that.

 

[Macgyver]

*shakes his head* virtualted, you've missed the whole point of my post ...

I implemented a plan to give new depositors a second chance to at least get their deposit back, so they might not have a bad taste about internet gamming. In your case you were a loser, but we gave you another chance to break even.

If that's the purpose behind your "second chance" policy, fine. All I'm trying to say is that you need to change the rules listed for Free Chip redemption. If a player HAS TO redeem the chip BEFORE they play ANYTHING AT ALL, then spell that out. However, right now, there's nothing saying that. Once again, from YOUR OWN rules:

A customer will be entitled to winnings on a free chip, if he/she deposits at least $20 BEFORE using the free chip, otherwise he/she will be entitled to amount of the free chip itself.

If you expect me to follow your rules (which I do), then you should follow them as well. If there's a misunderstanding, all I suggested was that you update the rules.

After reading your post, it seems that my policy might not be right. May be I should change it back to when you lose you lose, and if you want a second chance you need to pay for that chance.

Don't make me out to be the kid who ruins everything for everyone else because I spoke up.

"But, teacher, you didn't give us any homework!!" That's not me and not my point.

You fail to mention that in my post I stated that I don't expect to get that $70 since your Free Chips rules are unclear (or could be interpreted differently). My point was to educate other members here in case they end up in the same situation.

Look forward to your email ...