Ok, first I would like to make a note about our overall status before trying to deal with the suggestions that have come about individually.
First, I would like to say that the title is misleading IMHO.
What Will Bring Back The Trust Between Rival And Its Players ?
While I will openly admit that we have a few issues that we can and will improve on, it is hardly like there is no trust. I think even the biggest detractor of Rival will admit that there are really no cases of 'non payment'.
Furthermore, I think not all Rivals are the same. The huge number of players we have here at Vegas Regal Casino know that we will pay them on time without stalling, answer their questions, offer good bonuses, new games, and all forum posts are attended to. Furthermore, I will make sure everyone is treated fairly, and I think I haven't failed yet. If you look up Vegas Regal Casino on google, the testimonials written on forums will speak for themselves.
I think saying that players don't trust Vegas Regal Casino is a long stretch. And we are a Rival Powered Casino.
Having said that, there are a few basic points brought up here that I will address. If I missed anything, please let me know and I will address that issue too:
Excessive Bonus Banning
We already stated we no longer use the Rival bonus banning system. This is true, we don't use it. You guys and gals suggested we don't use it and we listened. Only for charge back/fraud players we ban players who haven't already played with us. But this is standard. Every Casino in Vegas keeps a database of Scam/Fraud players.
No Emails or Replies from Forums Reps
I was lucky to find this thread, but I try to answer all the threads regarding Rival/Vegas Regal Casino that I can.
If you want an answer/statement from me I'm always at the service of this community. I just ask to please PM me when you want an answer since I do not have time to read every thread on every forum. So if in the future I miss a Rival/Vegas Regal Casino thread, all you guys and gals have to do is send me 1 PM, and I'm on it!
Progressive Jackpots not Being Paid in one Lump Sum
You guys suggested we should change our system so we pay progressives in one lump sum. Here at Vegas Regal Casino we do now. You guys and gals spoke and we listened!
Unreasonable Bonuses
We offer plenty of bonuses. Some are high bonus/high restrictions. Some are low bonuses/low restrictions. Our Sign up bonus is 300% Cashable, no min or max cashout, 35x playthrough. Hardly unreasonable. We have tons of re-load bonuses. I just checked the ones currently on offer: They range from 50% all the way up to 600%. Some are cashable, some have no max cashout, some have playthrough as low as 25x. Again hardly unreasonable.
If the complaint is that we don't have positive EV bonuses, then that is something I will accept as we will never have positive EV bonuses. Our bonuses are meant to extend play time/entertainment value, not be source of income for advantage players.
Non Bonus Players Restricted to $15-50 Dollar Deposits
We don't apply these restrictions to 'non bonus' players. We do apply certain deposit restrictions to high risk transactions. But this is standard. Virtually all e-commerce sites have deposit restrictions based on high risk transactions. Exactly how we determine high risk transactions at Vegas Regal Casino is something that I can't say. But if we always apply those to the wrong people, you would hear about it in the forums. Which is something that doesn't happen.
We are 'Tight'
Every casino, every software provider, every gambling institutions of any kind has, is and will be called tight. It is a tendency of players that if a player wins, then the casino is considered 'lose', but if the player looses then the casino is 'tight'. We publish our payout % on each game help page. Transparent and honest and, if you look at the payout % and know what it means then you will see we are far from 'tight'.
Affiliate Jackpot Fiasco
We already made a statement on this at AGD. None of our affiliates will be affected by this issue. We at Vegas Regal Casino/Regal Affiliates take care of our players and affiliates. We know we wouldn't exist with out you! I would post a link to our statement on AGD, but I don't want to break the forum rules.
Customer Service Needs Improvement
This is something I agree with and that we are working on. Do bear in mind that all customer service inquiries are answered. And the great majority of the time players receive satisfactory answers. It is simply human nature to be more expressive when things go wrong than when they go right. When players get a good reply they rarely make a post about, only when they get an unsatisfactory one do most players post. And based on the number of queries and the number of complains of our customer service we aren't doing that bad. Again, we do need to improve, I'm not denying it, just putting it in perspective.
Cashout Time Frames
There are really two subsections to this, so I will deal with them independently:
5 Business Day Cashout Time Frame
This is something that we need to improve on, no doubt. But it is not something we hide or are underhanded about. We are open about the cash out time frame. We 99.99% of the time get payouts within the stated time frame, most of the time earlier. So it is not like we 'slow pay players' with ill-intent. This business is a million times harder to run then you might think and paying out in 24 hours like we would like to is much more complicated than simply stating it. Many casinos state short payout times they can't keep. We will not be one of them. We are preparing for paying out faster, and when we roll it out, there will be few to none exceptions.
Delayed Payouts past the 5 Business Day Time Frame
This is something that very rarely happens. As I stated, players are paid before the 5 business day time frame more than 99.99% of the time. Every business has a margin of error, even the biggest fortune 500 companies. And this can be amplified by issues like the MC issues that Max was kind enough to inform you people about. Again, something we can improve on, but very few players are adversely affected by such an issue and the ones that are get taken care of so that they receive some type of satisfaction!
I hope I dealt with all the points.
Kind Regards,
Nicolas Johnson
Regal Affiliates Manager
& Vegas Regal Casino Rep.