Who appreciates your custom??

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
Hey Gang

I would like to share a little experience over the past few days which really surprised me (in fact, Im a little shocked).

My policy with playing casinos is if I have cash, then I'll play what I can afford, and if I dont have any spare funds, I just dont play. Simple as that. I dont hassle my fav casinos for a freebie etc - I just play again when I can afford it.

That being said, Im unusually low on funds for a while due to a family situation, so I decided now was the time to email a few of my favorite haunts and see if they would throw me a little something so I can play (I have never done this before in 5 years).

So, I sent out emails to 10 casinos (4 in the same group so its only 7 I guess) just pointing out my long association and that I was low on funds, and would they mind throwing me a lifeline to have a bit of a play. No amount stipulated - very polite - and I was pretty confident I would get $10 or something from all of them (hell even $5 would have been cool).

Here are the results of my emails:

7 flat-out said "NO" (although one said 'we cant because there is a 30% cashback deal on with slots the next 48 hours so all you need to do to get free cash is make a deposit' - kinda defeats the purpose eh?)

2 didnt bother to respond at all :mad: (I did get read receipts tho)

1 sent me a really nice email saying they are glad to give me a few bucks considering I never ask (they were VERY generous too)

Im not going to say who all the casinos were, EXCEPT for the one who actually showed they value my business, and that casino is


Well it just shows who cares about their players, and given their reputation it doesnt surprise me that they came to the party.

I dont deposit $10k a week or anything, but I am consistent and loyal - which dont count a can o' beans it seems.

Given Im not usually in this situation, it has been a real eye-opener and you dont have to be Einstein to work out where Im going to be heading for when I get some funds.

A BIG thanks to 32Red for seeing past the end of their noses :)
 
Last edited:

winbig

Keep winning this amount.
Joined
Mar 10, 2005
Location
Pennsylvania
I guess you didn't try 3dice? They're very generous as well....

I'd really be surprised if they were one of the casinos that said 'no'. :oops:
 

Slotster!

I predict a riot.
CAG
Joined
Oct 17, 2004
Location
Location, Location!
Doesn't surprise me in the slightest.

I fluctuate between depositing regularly to hardly playing due to business/home commitments. I'm probably playing less now than I ever have, certainly a LOT less than in previous years. Throughout the levels of play however, 32 have always remained courteous, appreciative and generous.

It was probably during the time I played the most (about eighteen months ago) that I realised which casino's REALLY appreciate your business and which do not.

Put it this way, I've only three casino's installed on my PC - 3Dice, Intercasino and a certain MG...
 

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
Just wanted to say a big THANKYOU to John at ThisIsVegas for slipping me a little something in my account - TIV is building a really good rep around the place and this is a good example of why :)

Winbig - I didnt ask 3Dice as I know they are already pretty generous and have been good to me since they opened so I didnt want to hassle them :)
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Casino Rewards will bung you $20 every now & then, but NOT if you ask, but if you IGNORE THEM for weeks.
Palace Group did indeed run that 30% crapback at Spin Palace, but their slots were as tight as a duck's ****, so not such a good deal in the end. I would have liked by money to have fought back harder before succumbing to the inevitable. (Maybe I should have tried playing it out at 67.50 a spin on Munchkins after the 3 month rest, and maybe I wouldn't have needed 30% cashback;) )

Others seem tied up in rules, and do not seem to give out freebies freely, but will, having first said no, then offer you something when you ignore them through lack of funds, because the "computer says YES:rolleyes:".
 

thisisvegas

Dormant account
Joined
Oct 18, 2007
Location
Canada
I was a little surprised to hear thisisvegas was one of the casinos listed so I had to investigate. It is unfortunate but finding out these things will help me do my job better and of course make the casino better for the players. The service team does handle a fair amount of requests like this and I have to admit we may have dropped the ball on this one. Because this happened I am working closer with them to ensure players get treated the best and for me to handle more of these requests, basically so this doesn't happen again.

I can say that things are improving and we are working on a better rewards and VIP program. I think we do a very good job but we are growing which comes with growing pains and I still see room for improvement.

Once again apologies to Nifty29 about the misunderstanding, anytime you need anything just ask for John next time :thumbsup:
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
I was a little surprised to hear thisisvegas was one of the casinos listed so I had to investigate. It is unfortunate but finding out these things will help me do my job better and of course make the casino better for the players. The service team does handle a fair amount of requests like this and I have to admit we may have dropped the ball on this one. Because this happened I am working closer with them to ensure players get treated the best and for me to handle more of these requests, basically so this doesn't happen again.

I can say that things are improving and we are working on a better rewards and VIP program. I think we do a very good job but we are growing which comes with growing pains and I still see room for improvement.

Once again apologies to Nifty29 about the misunderstanding, anytime you need anything just ask for John next time :thumbsup:
Problems like this may be down to CS teams being on a tight leash when it comes to what they can do on a discresionary basis. It is easier for them to send a "can't be done" form letter if their rule book stipulates an involved procedure for dealing with such requests. You will have players that will deliberately probe for weaknesses, such as asking several CS personnel for a free chip, and ending up with several with no overall checks being done.
Other casinos seem to have some kind of "bonus ratio" figure from their back-end processes that grade player accounts, and there is a simple yes/no threshhold for accepting or denying such requests, without regard to what case the player has made. This just makes the process impersonal, and the player feels they are just a number, not a name. Land casinos deal with this through the "host" system, where players can be guided and comped, as well as being encouraged to play longer.
I had no idea of this system until I went to Vegas in 2006, and worked out what they were up to;)
 

chuchu59

gambling addict
PABnonaccred
CAG
Joined
Sep 26, 2004
Location
SOMEWHERE IN ASIA
I was a little surprised to hear thisisvegas was one of the casinos listed so I had to investigate. It is unfortunate but finding out these things will help me do my job better and of course make the casino better for the players. The service team does handle a fair amount of requests like this and I have to admit we may have dropped the ball on this one. Because this happened I am working closer with them to ensure players get treated the best and for me to handle more of these requests, basically so this doesn't happen again.

I can say that things are improving and we are working on a better rewards and VIP program. I think we do a very good job but we are growing which comes with growing pains and I still see room for improvement.

Once again apologies to Nifty29 about the misunderstanding, anytime you need anything just ask for John next time :thumbsup:
I have mentioned several times that some Rival casinos need to shake up their customer service at the support staff level. I think that besides adequate training, they should also be granted more liberty to do other things eg comp the customer and not be just a simple answering machine or worse still a mailbox. The excellent service that 32RED provides is due to the fact that support staff have the freedom to do simple tasks such as transferring funds from the poker room to the casino and vice versa. When staff follow the codebook too strictly this defeats the purpose of having customer service/live chat as the original intention was that customers should feel that they are treated well by warm reps and not by cold robots.

If casinos can loosen their grip slightly on the support staff maybe we will find contacting the reps to be more of a pleasant expereince than mere hassles and I am sure many of have have flet that way on numerous occasions in the past.
 

Mousey

Ueber Meister Mouse
Joined
Sep 12, 2004
Location
Up$hitCreek
Why is it that the majority of the bean counters at online casinos just cannot get past the 'new players=goood', 'established players=who?' mentality.
There are more than a handful of casinos that have lost my business over the years (more of them in the last couple of years) because of this single issue.

I'm not just talking about doling out free chips (and Nifty isn't either), it's about putting value on repeat customers, even if that player occasionally cashes out -- casinos, if you treat that player right, you'll get a chance to win that money back. You treat that player like goo on your shoe, or an enemy to be outwitted, then kiss that money they won, and the player, goodbye.

Thanks to a few in the industry... 3Dice, Rivals, 32Red (can't play there, but their rep can't be beat!), players have begun to find humans behind casinos who are willing to treat players as customers, rather than sheep for the fleecing.
 

retlaw

Meister Member
Joined
Sep 13, 2005
Location
Earth
I am not surprised at all that 32Red was generous to you.
A couple of weeks ago, they did credit a withdrawal 2 times to my credit card.
I told Pat and asked him how we could solve this.
He explained me how it happened and let me keep the money:thumbsup:.

It is only normal that he is the "Best Casino Manager of 2007" and he should have been it the years before also.
Not only because he is generous, but most of all because he will investigate thoroughly every problem or question you have.
 

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
Yup thats right Mousey. It isnt about doling out freebies. I understand that they might get bombarded with constant emails from the same people asking for chips, but if that's the case then it should be easy to spot when someone out of the blue makes a request - that is, of course, if the customer support is well trained which in many cases they clearly are not.

Spend money to make money....so simple but its a business formula used since Adam was a boy and it still rings true today. In fact, I was talking to my wife about the whole things and she granted me a few bucks to have a play, which I promptly invested with the casinos that took the time to recognise my worth as a customer.

Im getting more and more annoyed by the day with the casinos that didnt even bother to respond - that is just plain rude. I would try to email the manager/s, but I doubt they would bother responding either if their CS couldnt be bothered.
 

suzecat

Dormant account
Joined
Sep 18, 2004
Location
California
Thank you everyone for the input! Makes it really easy to decide which casinos to keep and which to uninstall..............hope I end up with at least one to play..........if not, then it's fun mode I go!:D
 

ballysdb

Dormant account
Joined
Apr 28, 2006
Location
Long Island NY
I may get a little desperate at times and ask a casino for a free $5.00 even the ones I hardly play at.
If they refuse to give it to me, I completely understand that. But when the casinos that I have deposited many many thousands of dollars into and been a loyal player of 3 plus years flat out refuse to throw me a few bucks, well I get a little peeved!
 

Zodiac

Senior Member
webmeister
PABaccred
PABnorogue
Joined
Feb 16, 2006
Location
Europe
Allow me please one aspect, because i find it fits here, also if one could start a new thread about it.

I play in many casinos with different Software mostly MG, RTG, Crypto, 3Dice and always more the Rivals.

End of February it was my birthday and i was surprised.

Only one MG (Splendido) congratulated, although i know two german market/affiliate managers ( JPF and GM ).

i played in many MG's a long time but nothing.

i play often in Intercasino and Playboy, not in CS or Omni, (but only these two gave warm wishes).

not one RTG

Europa and Eurogrand given free chips and % offer

Lasseters (not playing very often) gave free chip

3Dice thought about and gave free chip

CC 50.- free chip

last but not least all the rivals, except Davincis.

Surely i play more and more at the Rivals since the past two-three months and they gave all special birthday free chips and also normal free chips and offers every week, thank you again all rivals.

I guess also that the Rivals belong meanwhile to the best Casinos or groups.

What i like to say is, that is not important for me that the casinos forget or ignore my personal details.

But it should also shows the Situation in my eyes since last year.

The total Situation changed but it's only my opinion.

I have never asked for free chips and i don't will do it in the future.

Respect to all Casinos they like to do and don't forget the personal details. :thumbsup:

Zodiac
 

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
OK I received another response (after emailing the casino manager). Notice the part in red down the bottom LOL

Thanks for taking the time to personalise it too :rolleyes:

*UNINSTALL*

Dear xxx,

We are in receipt of your e-mail and do apologize for the late response.

Unfortunately, your request for a bonus is denied at this time. Please
have a look at our special offers page where we are offering some exciting
new promotions. Such as:

Dunk a share of $27,500 in net cash!

The madness has finally arrived. This is the moment where magic can happen.
Wake-up! Here is your chance to be the 'Man of the match'.

Show off your superb ball handling technique and get drafted to the
Intertops.com Dream Team.

Every weekend, Intertops.com Casino will be giving away $5,000 worth of
"points".
The top 100 players will be awarded a pro rata bonus.

Play any game each weekend at Intertops.com Casino for your chance of a
bonus!
Players will earn "Points" for game play as follows:

1 Point per $1,000 in placed bets
1 Point per $100 won
1 Point per $100 lost

Example: If a player wins 10% of the combined points, he will win $500 of
the total $5,000 weekly prize.

Check out the court action on the board above. Scroll through the top 100
players on the court and see your value.

The madness keeps on going with the Four "MVPs of the month" $2500 monthly
Bonus. See the value of each player in the ticker below the main board.
The information is updated every 30 minute!

Let your game skills control the court!

See Terms & Conditions.

If you require any further information, we'll be happy to ass sit.


Sincerely

xxxxxx
The part in RED is what they actually sent - LMAO - nice to see some honesty from an online casino!!!
 

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