Videoslots Lock Account for Criticizing Loyalty

[Nate]

So I received an email from Jonathan today - We have been back and forth and discussing the Videoslots loyalty program. I have done so in the past, I have been vocal that they offer bad and paltry rewards when players were on a bad run and made it no secret. For the month prior to this weekend, I had deposited $3,6k and had rewards totaling 3% of my total spend. This included my race winnings.

Jonathan decided to lump my Weekend booster earned in October (but credited the first Friday in November) in order to water down what the ACTUAL earnings for deposits made in November. Now the ONLY reason I was engaging this guy was the mere fact that Kenny had left 'VIP' and I thought we were on a new path with them. I was afforded 20 Free Spins for my troubles in engaging him but continued my discussion with him as he felt i had been WELL rewarded. No matter how I broke down deposits, withdrawals and actual rewards, he always insisted it was good value. This is what frustrated me most - not the fact that the rewards were limited, but the fact that they insisted that it was good.

I recall mentioning in one of the threads that it was a lost cause as some of the members here were keen on giving Videoslots a chance. Nevertheless, I continued speaking to Jonathan and he replied once every now and again trying to reassure me that the value I received for my deposits were very good. Cut a long story short - I told him that Videoslots did not appreciate long term players and prioritized feeding the free-rollers and I would just end up putting a deposit limit on to prevent me from wasting my time or simply excluding my self completely from Videoslots. I mentioned the reason for this was whenever we engaged in a conversation and I put the figures down, he skirted around the issue and brought up something irrelevant like 'You were well rewarded in October'... I thought, we were discussing Novembers figures - What on earth did October have to do with it??

Naturally, as with Kenny, i just told him not to bother to reply as we were beating a dead horse. That no matter how he spun it, it was BAD and he needn't justify the program with me. So i continued doing what I do, playing, trying to get a few videos for my channel. That was 5 days ago...

So as you know, I took the Bonanza challenge and was raped over the weekend by BTG. I didn't send an email to VS or ask for any rewards or complain about their program - It was a loss and that was the end of it. Had a bit of a rant about Bonanza, never bothered to even mention Videoslots. When I said it was the last time I'd speak to him, I meant it. I don't need to beg for 50 Free Spins when I already have my own money I can deposit.


Fast forward to today - 5 days AFTER my last discussion with Jonathan where I told him that I wouldn't bother him again. He, in his infinite wisdom decides to LOCK my account today because he feels that I might have a gambling problem. This Gambling Problem according to him stems from the fact that "When you get upset for a no to more free money or free spins from us, it is indicating to me that you might have exceeded your budget and need more to cover losses. " - So in all my time with Videoslots, they have probably comped me like $200 - No shit - We all know they hardly ever give out FREE MONEY. No more Free Money??? Goodness, I need to cover my losses

Well back at the ranch - I came on here and asked for Donations from various Casinomeister members so that I could do a 1000x bet Bonanza challenge. So clearly I exceeded my budget for the month so therefore I was chasing the 50 0.10c spins Videoslots give out to their loyal players. Because Videoslots KNOWS that I have a $200 a month budget to try to coax them out of those coveted Free Spins.

Honestly Guys, there are better ways to treat regular loyal players. If you don't agree with what they say, then so be it. Don't try and be nasty in a good way and exclaim that you were concerned for my well being and lock my account. The way this panned out is a complete INSULT. If you were SO interested in my well being, why didn't you do this 5 days ago? Why didn't you contact me 5 days ago with the suggestion to lock my account? And since you deem me to have a gambling problem and to have exceeded my budget (despite me dropping another 2k from donations) then surely, you would need to return the money I lost as you have not acted according to your Philosphy of caring about us Budget Beaters?

I appreciate the fact that you make it as if you are really concerned with responsible gambling - Maybe you are, but this is not the way to treat players. I call a spade a spade (and I may be a bit outspoken) and if you cannot take criticism, then you are in the wrong industry.

In all my time of playing at Videoslots, they never expressed concern. BUT that is ONLY if players don't want 'Free Money' - If they DO, then Houston, we have a problem - LOCK THEIR ACCOUNTS!

Sincerely disappointed with you Guys!

Nate

 

[Harry_BKK]

Wow, this is some story Nate. Overzealous casino hosts is the last thing we need.

I was good with Kenny, although I got sometimes as well the "50FS @ $0.09 on DOA' or "$xx.xx cashback is coming your way" treatment but overall he was OK, a 50% or 100% match was mostly possible with the odd free comp in between.

Was never contacted by Jonathan, and from your story I am quite content he hasn't tried. A short research here on CM would have shown him that you are certainly not the desperate type, but then locking an account is just ticking a box, much easier and quicker.

I hope Dan takes a very good luck at this!

 

[Nate]

Wow, this is some story Nate. Overzealous casino hosts is the last thing we need.

I was good with Kenny, although I got sometimes as well the "50FS @ $0.09 on DOA' or "$xx.xx cashback is coming your way" treatment but overall he was OK, a 50% or 100% match was mostly possible with the odd free comp in between.

I was never contacted by Jonathan, and from your story I am quite content he hasn't tried. A short research here on CM would have shown him that you are certainly not the desperate type, but then locking an account is just ticking a box, much easier and quicker.

I hope Dan takes a very good luck at this!

Exactly man,

This guy didn't even have the courtesy to email me before he locked it. I mean, did he even see i deposited another 2k the weekend before he accused me of exceeding my budget ? I replied to his email some 3 hours ago - Still no response from him.

I don't get comps from Videoslots, I don't get match bonuses. When I did ask, I got the proverbial 'xxx' is coming your way - Heres 50 Free Spins on Gemix

I should expect a $2000 credit shortly to my Ecopayz account from the Videoslots responsible gaming team aka VIP / Loyalty - I promise to send all that money back to those who loaned me here at Casinomeister for the run.

Nate

 

[Missmeow81]

curious

Nate I was wondering how would one know they vip I signed up a couple years ago but only started playing since september when microgaming closed aussie accounts im level 20 atm ?

So I received an email from Jonathan today - We have been back and forth and discussing the Videoslots loyalty program. I have done so in the past, I have been vocal that they offer bad and paltry rewards when players were on a bad run and made it no secret. For the month prior to this weekend, I had deposited $3,6k and had rewards totaling 3% of my total spend. This included my race winnings.

Jonathan decided to lump my Weekend booster earned in October (but credited the first Friday in November) in order to water down what the ACTUAL earnings for deposits made in November. Now the ONLY reason I was engaging this guy was the mere fact that Kenny had left 'VIP' and I thought we were on a new path with them. I was afforded 20 Free Spins for my troubles in engaging him but continued my discussion with him as he felt i had been WELL rewarded. No matter how I broke down deposits, withdrawals and actual rewards, he always insisted it was good value. This is what frustrated me most - not the fact that the rewards were limited, but the fact that they insisted that it was good.

I recall mentioning in one of the threads that it was a lost cause as some of the members here were keen on giving Videoslots a chance. Nevertheless, I continued speaking to Jonathan and he replied once every now and again trying to reassure me that the value I received for my deposits were very good. Cut a long story short - I told him that Videoslots did not appreciate long term players and prioritized feeding the free-rollers and I would just end up putting a deposit limit on to prevent me from wasting my time or simply excluding my self completely from Videoslots. I mentioned the reason for this was whenever we engaged in a conversation and I put the figures down, he skirted around the issue and brought up something irrelevant like 'You were well rewarded in October'... I thought, we were discussing Novembers figures - What on earth did October have to do with it??

Naturally, as with Kenny, i just told him not to bother to reply as we were beating a dead horse. That no matter how he spun it, it was BAD and he needn't justify the program with me. So i continued doing what I do, playing, trying to get a few videos for my channel. That was 5 days ago...

So as you know, I took the Bonanza challenge and was raped over the weekend by BTG. I didn't send an email to VS or ask for any rewards or complain about their program - It was a loss and that was the end of it. Had a bit of a rant about Bonanza, never bothered to even mention Videoslots. When I said it was the last time I'd speak to him, I meant it. I don't need to beg for 50 Free Spins when I already have my own money I can deposit.


Fast forward to today - 5 days AFTER my last discussion with Jonathan where I told him that I wouldn't bother him again. He, in his infinite wisdom decides to LOCK my account today because he feels that I might have a gambling problem. This Gambling Problem according to him stems from the fact that "When you get upset for a no to more free money or free spins from us, it is indicating to me that you might have exceeded your budget and need more to cover losses. " - So in all my time with Videoslots, they have probably comped me like $200 - No shit - We all know they hardly ever give out FREE MONEY. No more Free Money??? Goodness, I need to cover my losses

Well back at the ranch - I came on here and asked for Donations from various Casinomeister members so that I could do a 1000x bet Bonanza challenge. So clearly I exceeded my budget for the month so therefore I was chasing the 50 0.10c spins Videoslots give out to their loyal players. Because Videoslots KNOWS that I have a $200 a month budget to try to coax them out of those coveted Free Spins.

Honestly Guys, there are better ways to treat regular loyal players. If you don't agree with what they say, then so be it. Don't try and be nasty in a good way and exclaim that you were concerned for my well being and lock my account. The way this panned out is a complete INSULT. If you were SO interested in my well being, why didn't you do this 5 days ago? Why didn't you contact me 5 days ago with the suggestion to lock my account? And since you deem me to have a gambling problem and to have exceeded my budget (despite me dropping another 2k from donations) then surely, you would need to return the money I lost as you have not acted according to your Philosphy of caring about us Budget Beaters?

I appreciate the fact that you make it as if you are really concerned with responsible gambling - Maybe you are, but this is not the way to treat players. I call a spade a spade (and I may be a bit outspoken) and if you cannot take criticism, then you are in the wrong industry.

In all my time of playing at Videoslots, they never expressed concern. BUT that is ONLY if players don't want 'Free Money' - If they DO, then Houston, we have a problem - LOCK THEIR ACCOUNTS!

Sincerely disappointed with you Guys!

Nate

 

[colinsunderland]

I think, if they believe there is a responsible gaming issue then all your net deposits from that point should be refunded. If you making 2k deposits over the weekend was the concern then that should be refunded. If it was your emails asking for rewards then all deposits from that point. I'll bet they don't though.

 

[Nate]

Nate I was wondering how would one know they vip I signed up a couple years ago but only started playing since september when microgaming closed aussie accounts im level 20 atm ?

I honestly cant remember why or how I got in contact with their VIP - I think chat just directed me there.

According to this : - they say: "At Videoslots every player is a VIP"

Maybe one of the other members can chime in.

PS - Level 20 is the LONGEST I have ever seen - Takes a while to get past.

Nate

 

[Harry_BKK]

Nate I was wondering how would one know they vip I signed up a couple years ago but only started playing since september when microgaming closed aussie accounts im level 20 atm ?

In the early days (2014/2015) of Videoslots surpassing 7K in deposits got you into the VIP program which was quite rudimentary at the beginning. Nearly three years have passed since and Videoslots has grown exponentially, i am sure so have the requirements for the VIP program.

They rarely give you an exact number for deposits as more factors play a role when a decision is made to invite a player.

My deposits in 2015 were 19K growing to 37K in 2016 and probably surpassed 50K this year. Just to give you an indication.

 

[Nate]

I think, if they believe there is a responsible gaming issue then all your net deposits from that point should be refunded. If you making 2k deposits over the weekend was the concern then that should be refunded. If it was your emails asking for rewards then all deposits from that point. I'll bet they don't though.

I honestly don't want anything from these guys - I am not desperate, however, if they want to play that game all in the name of a few emails, then I could be an ass about it too.

The moral of the story is for them not to treat players like trash and do a bit of homework before they start locking accounts for concerns they have... 5 days later.

Nate

 

[rena35]

I have read a lot about VS lately and since i can not play there, i can not comment on them. What i can say is if that is the case, you should get your deposits back. There are many more casinos who would gladly accept them and treat you good also .

 

[Nate]

I have read a lot about VS lately and since i can not play there, i can not comment on them. What i can say is if that is the case, you should get your deposits back. There are many more casinos who would gladly accept them and treat you good also .

You know the sad part about this is it stemmed from a fair discussion about their loyalty. What about people who deposit thousands every day - Do they ever lock their accounts because they are concerned? No they don't.

Don't query why your rewards are bad because then you automatically may have exceeded your budget and need these rewards to recover losses.

Soon, if you only play 'Free Rolls' it may mean that you too may have exceeded your budget. Its a joke quite honestly. It went from a discussion that was going nowhere to me telling him ok - Fine, I wont bother you again and got on with my day.

Then a nasty surprise cloaked as a concern 5 days later pisses me off!!!!

Nate

 

[b3b44]

I don't know what kind of threshhold VS has for VIP's .

Deposited 60k+ last year asked for a deposit match on my BD from kenny back then (only got a few freespins and some boosters)

After losing deposit after deposit i locked my account for a couple days(my own choice) Because i didn't want the bad run to continue (as usual)

Maybe its time to move on i think they don't really care about loyal players their loyalty program isn't the best out there.

This years deposits should be equal to lasts years or even exceed it.

I think its time to let the wallet do the talking and get more bang for you buck!

 

[miksaxxx]

yeah

I losed 16000€ in one month .. played little bit of slots and texas hold em poker..






Answer from Vip was : Hope you’re doing well this week. Sorry to hear that your poker sessions hasn’t been the best. I could add a smaller bonus that you could play with on slots but as we’re a slot-focused casino I won’t be able to give you a bonus that you can play “Texas Hold’em” with I’m afraid.

Vip bonus was 100 or 150€.. And weekly booster 6 €


So Money doesent talk , it is slots , last month , this month , last year , overall etc..


I closed my account after this..

 

[colinsunderland]

I honestly don't want anything from these guys - I am not desperate, however, if they want to play that game all in the name of a few emails, then I could be an ass about it too.

The moral of the story is for them not to treat players like trash and do a bit of homework before they start locking accounts for concerns they have... 5 days later.

Nate

Its not what you are bothered about though, its what they have to do in accordance with their license

Hopefully Dan's been in touch with you as he has been online so sure he will have read the thread. As evidenced by the discussion on proof of funds request, Videoslots can be very selective in what questions they answer though

 

[bebo67]

Awww Nate, that sucks! I'm glad I put a deposit limit on my account last week. I spent 2k and had zilch to show for it and that is why I was getting frustrated and asking for stuff. My deposit limit is 600 for the month now. This way I am ahead, and with it being only 600 that I lose as oppose to a higher amount, I wont be so angry and wont be asking for anything. I hope Dan can figure out what is going on. Without seeing the whole conversation its hard to comment, but not talking to you first was not cool.

 

[Dan.Videoslots]

Hi Nate,

I have started to look at this internally and I will be in contact with you via PM.

Br,

Daniel

 

[Tirilej]

I know you can be really good at complaining Nate, but I also know that you praise those who deserve it, and you're always polite no matter what.

In case anyone is wondering if you're telling the truth when you say you don't have any problems I can say it's true, and I'm the first one always jumping on people if I suspect they do have a problem

This is a sad story to read. If they closed you're account because they just felt you were a PITA then fine, ok, because they do have the right to close a customers account for any reason.
They should not just claim that they ''suspect'' you have a problem, and then close it without finding out if it's true first. I would feel humiliated really.

I'm on your side here Nate because I know you well enough

 

[greylady]

Hi Nate,

I have started to look at this internally and I will be in contact with you via PM.

Br,

Daniel

This should never have happened in the first place and surely there should have been a warning or some sort of communication prior to just locking his account? Effectively you are taking action after the horse has bolted when this could have taken place prior to the exclusion.

 

[DreamRJ]

Wow Nate. What can I say. that is just damn right bang out of order for them to lock your account just because they felt you had a gambling problem because of your previous emails with Jonathan.

It should never have been locked without you being informed and commenting first. They should never close or lock accounts until they have escalated it and checked with you first by asking you some questions. They should have rang you to be fair.

If they did that to me. I would sure as hell be making a big deal out of it. I to am a complainer. We get more when we complain then when we dont. And it is shocking that because we complain. Some of our arguments are twisted in such a way that they think they mean something completely different which is not the case. What also can be an issue is the language barrier. We all know that we deal with people from other countries when dealing with support etc etc. So sentences and words can be easily misunderstood as well. Because the translations can not translate correctly. And that causes even more issues.

It doesn't matter if they can also speak good English. It can still be an issue.

Also to be fair once Dan has investigated this for you Nate. If they do not compensate you with a goodwill now after this I would just not even bother playing there again.

I wish you good luck and keep us Updated please

 

[Nate]

I know you can be really good at complaining Nate, but I also know that you praise those who deserve it, and you're always polite no matter what.

In case anyone is wondering if you're telling the truth when you say you don't have any problems I can say it's true, and I'm the first one always jumping on people if I suspect they do have a problem

This is a sad story to read. If they closed you're account because they just felt you were a PITA then fine, ok, because they do have the right to close a customers account for any reason.
They should not just claim that they ''suspect'' you have a problem, and then close it without finding out if it's true first. I would feel humiliated really.

I'm on your side here Nate because I know you well enough

Thank you T.

The thing is, I have asked this guy so many questions, he ignored everything and makes his own stuff up. I even said that I would do them the favor and self exclude myself for their benefit so they would not have to deal with me - The only reason I didn't was because I was due cashback and race winnings - I played quite a bit and will not give them that pleasure! I even gave them the option to credit it and save themselves the time and effort and I would leave immediately. After all of this, i just told them to leave the argument, forget it and i wouldn't bother them again. And I didn't - Just continued as I knew where i stood with them.

The argument was not about me asking for comps, it was challenging their statements to which i never received replies. He simply ignored everything, never addressed any queries I gave him and replied with what he wanted to say.

After telling Jonathan I felt insulted by what he did and said today, he eventually replied saying that: "Thank you for getting back to me. I would appreciate if we could have a short conversation when it suits you. Thereafter if everything feels alright, I can re-open your account for play again"

WOW - Come on guys REALLY - Like nothing happened - is that all you have to say? Not even an apology IF you offended me (which you clearly did) - Nothing. I am a real PITA to them it seems.

And for the record - No - I was never rude to Jonathan or anyone - I was stern about my stance but in no way rude to anyone

I just received a PM from Dan who said he would investigate.

P.S> for the record the DONATION part was just a JOKE for those members who didn't spot the sarcasm

Nate

 

[BillyGoldblum]

Videoslots loyalty program isnt the worst around, that award goes to unibet because its non existent but it is still pretty bad. Im a little surprised there hasnt been any changes of significance considering how much bad feedback they get both on forums and through emails. I even saw people go after Kenny all over twitch in regards to bonuses. So they get it from all over.

The flaw is in their thinking. They think because you get such and such wager free and then try and lump in battle weekends and freerolls, their program is the best. Its not true. Alot of their rewards end up being a few cents. How are you going to win from a few cents, 99999/10000 you wont. All their reward program does on average is give people a little bit of freeplay on microbets. Unless you play a shit tonne which usually just results in bigger losses.

So when you lose $2000 or $5000 or $10000. Seeing someone get $50 in cashback and a few dollars in race and freerolls is awful. Its only OK if you are on a winning streak. So then what videoslots says is hey you have had $600 in wager free bonuses this year that is amazing Ok but ive also lost $20,000. So no, your VIP is awful.

I think the worst thing is, is that most people just request a deposit bonus. They arent asking for freechips or cash or wager free, they are asking to have a bit of extra playtime and a small chance at possibly squeaking out a win.

Videoslots reward system was made as a smoke screen. It tries to give you the perspective you get alot but in reality you get very little. This wasnt designed by accident.

As for the account closure, it obviously isnt warranted assuming we are getting the truth. But I suspect its a vip host getting tired of what must be hundreds of complaints weekly.

 

[Tirilej]

Thank you T.

The thing is, I have asked this guy so many questions, he ignored everything and makes his own stuff up. I even said that I would do them the favor and self exclude myself for their benefit so they would not have to deal with me - The only reason I didn't was because I was due cashback and race winnings - I played quite a bit and will not give them that pleasure! I even gave them the option to credit it and save themselves the time and effort and I would leave immediately. After all of this, i just told them to leave the argument, forget it and i wouldn't bother them again. And I didn't - Just continued as I knew where i stood with them.

The argument was not about me asking for comps, it was challenging their statements to which i never received replies. He simply ignored everything, never addressed any queries I gave him and replied with what he wanted to say.

After telling Jonathan I felt insulted by what he did and said today, he eventually replied saying that: "Thank you for getting back to me. I would appreciate if we could have a short conversation when it suits you. Thereafter if everything feels alright, I can re-open your account for play again"

WOW - Come on guys REALLY - Like nothing happened - is that all you have to say? Not even an apology IF you offended me (which you clearly did) - Nothing. I am a real PITA to them it seems.

And for the record - No - I was never rude to Jonathan or anyone - I was stern about my stance but in no way rude to anyone

I just received a PM from Dan who said he would investigate.

P.S> for the record the DONATION part was just a JOKE for those members who didn't spot the sarcasm

Nate

Sometimes they don't realize that telling the truth would be a favour. They obviously have a system for bonuses, comps, vip's and everyone.
It's always better to tell a customer he's right and then the truth that this is all he is allowed to give because of bla bla bla...

It is good guy's who run this place though.

Now a step back and breath. It will be ok

 

[Steviedoo]

omg...this is terrible...he took it upon himself to lock your account and decided you have a gambling problem....based on what? a few emails back and forth....again...this casino wouldn't be rated so highly if it weren't for dan....honestly....did jonathan check with anybody else and decided on his own to lock your account...what a epic mistake that was....

 

[lockinlove]

Very poor taste.

This almost happened to me I believe. I had some back and forth with kenny a couple months ago about this stuff. Suddenly he started asking me strange questions if I had a gambling problem. Um just because i ask for a deposit bonus cause ive lost thousands doesnt mean anything but me asking for something.

It seems like this is the out they use when they get sick of people arguing with them about their bonus system.

Lets use one of my deposits as an example.

$500 deposit. Played for awhile and lost it. That earned me $19 in cashback, $7 in rake race. That is $26. Include freerolls which was $12 dollars over the next 2 weeks. That is $38. Of course this may differ considering a few factors but this was a normal average sessions. So its a good example.

That is not a good bonus system at all. And I find most claims to be approx the same as mine.

They would save themself and their employees alot off time if they had a bit better reward system.

Id much rather take the 2 weekly parachute bonuses slotsmillion offers over this poor reward system videoslots has.

 

[Nate]

omg...this is terrible...he took it upon himself to lock your account and decided you have a gambling problem....based on what? a few emails back and forth....again...this casino wouldn't be rated so highly if it weren't for dan....honestly....did jonathan check with anybody else and decided on his own to lock your account...what a epic mistake that was....

Apparently and according to him - I was chasing bonuses. In reality the conversation was actually based on what rewards I received and they way he interpreted that value - I did not agree with the calculation and values carried over into a new month nor did I agree with his assumption that they have a 'generous loyalty system from which I am being well rewarded'. I NEVER asked him for anything after my initial email but merely criticized the way they were doing things.

Alas, he ignored everything I asked - made an assumption and locked the account and now insists on calling me.

In any event, I suppose Dan will deal with this.

Nate

 

[Nate]

Very poor taste.

This almost happened to me I believe. I had some back and forth with kenny a couple months ago about this stuff. Suddenly he started asking me strange questions if I had a gambling problem. Um just because i ask for a deposit bonus cause ive lost thousands doesnt mean anything but me asking for something.

It seems like this is the out they use when they get sick of people arguing with them about their bonus system.

Lets use one of my deposits as an example.

$500 deposit. Played for awhile and lost it. That earned me $19 in cashback, $7 in rake race. That is $26. Include freerolls which was $12 dollars over the next 2 weeks. That is $38. Of course this may differ considering a few factors but this was a normal average sessions. So its a good example.

That is not a good bonus system at all. And I find most claims to be approx the same as mine.

They would save themself and their employees alot off time if they had a bit better reward system.

Id much rather take the 2 weekly parachute bonuses slotsmillion offers over this poor reward system videoslots has.

Thank you for this - you have just reminded me WHY I stopped even contacting Kenny to begin with. I completely forgot about this. Now I am even more annoyed about this as there are other members here who have also mentioned the very same thing to me. They keep doing this. I am an affiliate, I play for fun, I run a Youtube Channel - Do I play a lot, yes I do sometimes and If you ever want your questions about loyalty to be turned into you having a gambling problem then contact the Videoslots VIP team.

Honestly - No other online Casino changed a discussion about loyalty to something else. Its either you are good or bad and I move on. Im rather disappointed at all of this.

Nate

 

[DreamRJ]

I can understand why your upset Nate, I would be too.

What angers me also is the fact I say the same things others say in posts on CM and they never get any likes or thanks 95% of the time. And yet posts that say the same things I say get the likes and thanks. Boggles my mind. And no i do not even care about them anyway. It is just a bit disheartening to see my posts go without a single like or thanks when they are pretty much identical to others.

But I hope you get your account unlocked. And I hope they give you something for the inconvenience this has caused. But hey its VS so they will probably only drop you 10 spins on starburst.

 

[greylady]

The lack of loyalty rewards has been brought up time and again, you only have to look on the Videoslots thread but it's like banging your head off a brick wall, they just brush it under the carpet hoping it will go away - this was like treating your loyal customer with utter contempt - I would have put my DMS boots on, handed them to him and asked him if he wanted to kick me in the teeth too

I know I am a low roller so my opinion probably isn't worth consideration but hey I am still entitled to my say.

 

[Harry_BKK]

Apparently and according to him - I was chasing bonuses. In reality the conversation was actually based on what rewards I received and they way he interpreted that value - I did not agree with the calculation and values carried over into a new month nor did I agree with his assumption that they have a 'generous loyalty system from which I am being well rewarded'. I NEVER asked him for anything after my initial email but merely criticized the way they were doing things.

Alas, he ignored everything I asked - made an assumption and locked the account and now insists on calling me.

In any event, I suppose Dan will deal with this.

Nate

Just to get all the numbers on the table, I spent the last hours collecting my data for 2017 to get a better perspective as I think my numbers can be compared to many other VS players.

Deposits: $75k
Withdrawals: $61K
Net Loss: $14K
Total rewards (CB+race) $5,1K, excluding FS / battle FS winnings and Kenny's extras
Ratio deposits / rewards: 6.8%
Ratio net loss / rewards: 36%

I am pretty sure the latter ratio is the one they are looking most on, when considering giving extra comps.

A normal "bonus" casino operates with a 25% - 30% deposits / bonus ratio, VS comes in at roughly 7% cash, put a 30x wagering on that and they could offer as well 25% - 30%. I just don't think they can do a lot more without having wagering slapped on it.

On top, you always get the rewards, no matter if you win or lose.

 

[Nate]

Just to get all the numbers on the table, I spent the last hours collecting my data for 2017.

Deposits: $75k
Withdrawals: $61K
Net Loss: $14K
Total rewards (CB+race) $5,1K, excluding FS winnings and Kenny's extras
Ratio deposits / rewards: 6.8%
Ratio net loss / rewards: 36%

I am pretty sure the latter ratio is the one they are looking most on, when considering giving extra comps.

A normal "bonus" casino operates with a 25% - 30% deposits / bonus ratio, VS comes in at roughly 7% cash, put a 30x wagering on that and they could offer as well 25% - 30%. I just don't think they can do a lot more without having wagering slapped on it.

On top, you always get the rewards, no matter if you win or lose.

Look, without a shadow of doubt there are always good months. I think the whole thing was based on the value extracted for the month of November. At the weekend, I managed to sneak into a good position for the race and I know because I played longer i earned some CB. I am probably losing 4k PLUS this month. If it were not for me playing his weekend it would remain at 3% overall. But as mentioned, I wouldn't even be here complaining now if the Loyalty Guy hadn't made a decision on my behalf - I had resigned to arguing. You either take what you get from them or shut up.

Nate

 

[aceking123]

Bahhh Nate you was told about there shocking poor vip program the bottom line here is they dont care about their players period, they are happy for you to spend thousands & thousands but like you seen once you go on a bad run they just turn their backs. the casino is good dont get me wrong , fast cashouts lots of games but other than this & silly low rolling battles (each to their own) they just clearly dont care about loyal players , i had closed my account a while ago due to the same thing as you with useless kenny who fed me the same bullshit even after being down 5k in six weeks , thats enough for me as a player to leave no bonuses only poor cashback which was crap mainly due to deposit & no gaming or wins to help this.

Dan is the best thing for them here but other than this i would rather play elsewhere to get much better treatment )

In all i would state play elsewhere as these guys dont care purely because they are so big now they dont have to worry about its players any longer how the mighty shall fall ,i understand people shall stick up for them which is fine i can only comment on my past dealings & shant ever return to play on videoslots.

Also people dont see behind the scenes with these guys & a fair few players wouldn't dare say anything via the forum for whatever reason , but fair play Nate well done for saying you piece im glad someone has

 

[Harry_BKK]

Look, without a shadow of doubt there are always good months. I think the whole thing was based on the value extracted for the month of November. At the weekend, I managed to sneak into a good position for the race and I know because I played longer i earned some CB. I am probably losing 4k PLUS this month. If it were not for me playing his weekend it would remain at 3% overall. But as mentioned, I wouldn't even be here complaining now if the Loyalty Guy hadn't made a decision on my behalf - I had resigned to arguing. You either take what you get from them or shut up.

Nate

What skews the numbers when you compare VS to other casinos is the fact that the rewards at VS are based on the wagered amount. The more you wager, the better they get whereas at other places you get a deposit bonus/FS upfront with your deposit.

Basically, VS is rewarding "winners", meaning the lucky ones who manage to wager most with their deposits. What sounds even more skewed is that the more you win, the more you get as you will keep playing if VS is your main slotting hangout.

The story turns though drastically when you lose, and that fast as you won't wager much to accumulate cashback, nor climb anywhere significant in the race. And I think that is the main point most players complain about, including me on occasion.

It doesn't help much either if you are betting high and lose a lot, you still won't get a decent percentage in rewards from the wagering you manage to do. The VS system is clearly directed at low - medium rollers where $10 - $50 per week in extras make a big difference, otherwise they wouldn't have some 9K places in the race where the lowest rankings get $3 or something like that.

 

[colinsunderland]

Alas, he ignored everything I asked - made an assumption and locked the account and now insists on calling me.

I would tell him to go screw himself if it happened to me. Funny that he wants to sort it out now, now that you've posted on here, now that Dan's seen it, and now they have realised they are going to lose money.

Plenty of other casinos out there will take your business

 

[Jono777]

Very quick 2c

"Loyalty should be recognised without EVER needing to be chased or discussed"

 

[Dan.Videoslots]

Hi all,

We have had the same loyalty system for many years and it is no secret to anyone how it works. It is not perfect. Some like it and some don’t. I wish there was a system that everyone appreciated. Mainly it depends on how you play and how you wager what loyalty system you prefer. I can assure you that if we believed that the majority of our players didn’t like our scheme we would of course change it.

If the only thing you want from a casino is a loyalty system based on your deposits, giving you 100% match, CB with WR etc, there are better options out there.

We take RG seriously. To us it is not only lip service! All our staff members has not only the right, but also the obligation, to lock an account if they suspect that a player might have a gambling problem. In any other business this would be insane turning down clients who want to spend money BUT gambling is not like any other business, people can get hurt.

This being said there have been a few cases where we have locked players that after further investigation don’t have a gambling problem. I believe that this is the case here with Nate and I will investigate this further tomorrow. I can promise you all that we don’t lock accounts because a client criticise us and I sincerely hope that this haven’t been the case with Nate as well. We as a company, like and need feedback to evolve.

Br,

Daniel

 

[Mouche12]

I am curious to know what exactly gave Kenny the idea that Nate was a problem gambler? This is not a discussion about a casino (not) being mindful about RG - there's no doubt VS supports this in every way possible. The crux of the matter is why K. suddenly decided to close Nate's account and I understand Nate's suspicions about this very well. And as N. mentioned, if VS were really concerned about his gambling, his deposits from period X-Y should be returned.

 

[DreamRJ]

I am curious to know what exactly gave Kenny the idea that Nate was a problem gambler? This is not a discussion about a casino (not) being mindful about RG - there's no doubt VS supports this in every way possible. The crux of the matter is why K. suddenly decided to close Nate's account and I understand Nate's suspicions about this very well. And as N. mentioned, if VS were really concerned about his gambling, his deposits from period X-Y should be returned.

It wasn't Kenny Mouche12, Kenny hasn't worked for videoslots for over a year. There is now only 2 Loyalty team staff now, Jonathan and Pekka. Pekka used to be in customer support, but he got moved to the loyalty team.

It was Jonathan that accused Nate of having a problem with gambling because of some back and forth emails he sent to him, that Jonathan read into the complete wrong way and went over the top and 5 days after the last email was sent. Jonathan decided to lock his account!!!

 

[bebo67]

What skews the numbers when you compare VS to other casinos is the fact that the rewards at VS are based on the wagered amount. The more you wager, the better they get whereas at other places you get a deposit bonus/FS upfront with your deposit.

Basically, VS is rewarding "winners", meaning the lucky ones who manage to wager most with their deposits. What sounds even more skewed is that the more you win, the more you get as you will keep playing if VS is your main slotting hangout.

The story turns though drastically when you lose, and that fast as you won't wager much to accumulate cashback, nor climb anywhere significant in the race. And I think that is the main point most players complain about, including me on occasion.

It doesn't help much either if you are betting high and lose a lot, you still won't get a decent percentage in rewards from the wagering you manage to do. The VS system is clearly directed at low - medium rollers where $10 - $50 per week in extras make a big difference, otherwise they wouldn't have some 9K places in the race where the lowest rankings get $3 or something like that.

Lol@ 3 dollars or something like that. You clearly havent been there.

 

[bjtaz44]

Hi all,

We have had the same loyalty system for many years and it is no secret to anyone how it works. It is not perfect. Some like it and some don’t. I wish there was a system that everyone appreciated. Mainly it depends on how you play and how you wager what loyalty system you prefer. I can assure you that if we believed that the majority of our players didn’t like our scheme we would of course change it.

If the only thing you want from a casino is a loyalty system based on your deposits, giving you 100% match, CB with WR etc, there are better options out there.

We take RG seriously. To us it is not only lip service! All our staff members has not only the right, but also the obligation, to lock an account if they suspect that a player might have a gambling problem. In any other business this would be insane turning down clients who want to spend money BUT gambling is not like any other business, people can get hurt.

This being said there have been a few cases where we have locked players that after further investigation don’t have a gambling problem. I believe that this is the case here with Nate and I will investigate this further tomorrow. I can promise you all that we don’t lock accounts because a client criticise us and I sincerely hope that this haven’t been the case with Nate as well. We as a company, like and need feedback to evolve.

Br,

Daniel

I don't believe this at all...i asked for an rtp on my play and have even lowered my deposits because I thought it to be not fair..,Jonathan of course assumed I had a gambling problem because I questioned your casino rtp...i never did ask for a bonus just thought something wasn't right, so just because we ask if everything is legit we get an automatic " you have a gambling problem" response..maybe my problem is just your casino and the way treat people....so I stopped the emails also cause I knew he would block my account. I have never missed a bill payment never spent more than I should , make over 300,000 a year and spend maybe a grand a week on here (use to till lately) ....so no I don't have a gambling problem just want to be appreciated, not told I gambling problem when i question your rtp.

 

[LHofsdal]

Well Nate, that just plain sucks!!

I do believe everything you have said, I think what this man has done is wrong. I don't think asking for a comp is wrong when your have lost a lot of money at one place and from reading your original post, you seemed to be having a DISCUSSION about their loyalty program. Whether you were complaining about it or not, you and Jon were having conversations about for a period of time. You state it was 5 days after your last conversation they blind sided you with account closure because he "suspected" you have a gambling problem. What the hell is up with that? If you ask me (from reading every post in this thread and reading other people had this happen also) I am getting an impression of someone being on a power trip, that is just my opinion.

I say this because if someone was engaging in e-mail conversations with you about this for a period of time, long before this they would have gotten the feeling you "might" have a problem... Now speaking from experience in dealing with the public for over 21 years, I KNOW for a fact there are numerous ways he could have handled this, but he chose the easiest way to. Block his account, don't have to deal with him anymore....What he didn't expect is you going public about it. Which I might add, I am glad you did. I can't play there but coming from someone than can afford to lose a good chunk of money I would be just as pissed as you if this happened to me. Do I have a problem gambling if I chose to deposit 2, 3 or 4 grand at a place over a short period of time and then ask for a comp because my play sucked...HELL to the NO! The problem lies when someone has the authority to dispose of player because he doesn't want to be bothered.

Jon could have very well got his point across by stating "Look Nate, we are not going to see eye to eye on this, so lets just let it go." Something as simple as that would have saved everyone a "headache" so to speak. The one good thing that has come out of you going public with this Nate, is now Dan is looking into it. I do think Dan is a fair man and will do what he can to get to the bottom of all this, but what I DO WANT SEE, is a public apology from JON not DAN to you, Nate!

Best of luck to you Nate, please keep us post.

Lori

 

[Nate]

Jon could have very well got his point across by stating "Look Nate, we are not going to see eye to eye on this, so lets just let it go." Something as simple as that would have saved everyone a "headache" so to speak. The one good thing that has come out of you going public with this Nate, is now Dan is looking into it. I do think Dan is a fair man and will do what he can to get to the bottom of all this, but what I DO WANT SEE, is a public apology from JON not DAN to you, Nate!

Best of luck to you Nate, please keep us post.

Lori

Thank you Lori,

Thats exactly where I ended it LAST week. I said, I am beating a dead horse and I will not contact you again. I didn't moan at my next loss even although it was 2k - nobody forced me to deposit and I knew where I stood. I just got on with it and took it for what it is - a change of the loyalty rep did not mean VS was changing anything. Done, dusted & forgotten.

IF Jon had emailed me asking for my feedback, this would have never even seen a thread. Naturally if he was as concerned about the whole thing, many are correct in saying that he should have acted 5 days ago already. No - I haven't exceeded my budget and no I don't have an issue. I use their tools often to limit my deposits and also to set a maximum bet - the tools are there - If i need to exclude, I will. A simple check on my account would reveal that I set limits.

I am also disappointed to see that a few people here have already stated the same - when they query rewards it automatically means they have a gambling problem and need to actually stop communicating in fear that their accounts would be locked. That is not cool in the slightest.

Nate

 

[interlog]

This is VS being over cautious again. Had the same with the refusal to reopen my account. They are letting me wait for 5 years despite not self excluding citing UKGC rules when I can't see such rule.

Cautious is fine I guess, over cautious pisses people off.

 

[colinsunderland]

This is VS being over cautious again. Had the same with the refusal to reopen my account. They are letting me wait for 5 years despite not self excluding citing UKGC rules when I can't see such rule.

Cautious is fine I guess, over cautious pisses people off.

They do seem to have a liking of blaming their decisions on rules/laws that are completely made up.

 

[greylady]

They do seem to have a liking of blaming their decisions on rules/laws that are completely made up.

Not always completely made up but 'open to interpretation' - even judges, barristers, solicitors etc will interpret laws differently, sure it is always implemented this way so as to confuse us mere mortals

 

[colinsunderland]

Not always completely made up but 'open to interpretation' - even judges, barristers, solicitors etc will interpret laws differently, sure it is always implemented this way so as to confuse us mere mortals

Well the one that Dan stated the law prevented him from talking about anything to do with AML's was completely made up. The fact I asked exactly which law and was ignored shows that.

I don't think I've seen anything that would cover the situation above either (5 years before re-opening an account that was closed for reasons other than RG) although having not seen exactly what was said I cannot be 100% on that.

 

[interlog]

Well the one that Dan stated the law prevented him from talking about anything to do with AML's was completely made up. The fact I asked exactly which law and was ignored shows that.

I don't think I've seen anything that would cover the situation above either (5 years before re-opening an account that was closed for reasons other than RG) although having not seen exactly what was said I cannot be 100% on that.

This was the text used:

Hi,

With immediate effect, please permanently delete my account at Videoslots

It was during the period of time they had trouble with their server upgrade.

 

[colinsunderland]

This was the text used:



It was during the period of time they had trouble with their server upgrade.

In that case I don't know of any UKGC rule that would prevent them from opening it again. Obviously they don't have to if they don't want to, but thats different to not being allowed to.

 

[interlog]

In that case I don't know of any UKGC rule that would prevent them from opening it again. Obviously they don't have to if they don't want to, but thats different to not being allowed to.

That is what I thought.

Why the 5 year wait before i can be opened again I don't know.

 

[andym]

Exactly man,

This guy didn't even have the courtesy to email me before he locked it. I mean, did he even see i deposited another 2k the weekend before he accused me of exceeding my budget ? I replied to his email some 3 hours ago - Still no response from him.

I don't get comps from Videoslots, I don't get match bonuses. When I did ask, I got the proverbial 'xxx' is coming your way - Heres 50 Free Spins on Gemix

I should expect a $2000 credit shortly to my Ecopayz account from the Videoslots responsible gaming team aka VIP / Loyalty - I promise to send all that money back to those who loaned me here at Casinomeister for the run.

Nate

crazy as EXACTLY that happened to me also two days ago. I was discussing with them explaining that their reward program is crap for higher depositing players (i lost 5000k only during last weekend there - level 75 - lifetimenetloss at VS is 21k).
And what i get is a "well rewarded" 85Eur Weekend booster. After explaining them that this is not "well rewarded" they locked the account exactly cause of the same "reasons" you described.
After that i had phonecall with their loyality manager. "i wish i could do more - blabla". Then i was asking if im really the only one complaining that crap at VS. At least he was honest by saying "No there a lot of VIPs complaining that". However my account is open again but i will invest my money at "better" casinos now. Had a long ride with VS but it seems that they didnt grow with the industry recently.

 

[Nate]

crazy as EXACTLY that happened to me also two days ago. I was discussing with them explaining that their reward program is crap for higher depositing players (i lost 5000k only during last weekend there - level 75 - lifetimenetloss at VS is 21k).
And what i get is a "well rewarded" 85Eur Weekend booster. After explaining them that this is not "well rewarded" they locked the account exactly cause of the same "reasons" you described.
After that i had phonecall with their loyality manager. "i wish i could do more - blabla". Then i was asking if im really the only one complaining that crap at VS. At least he was honest by saying "No there a lot of VIPs complaining that". However my account is open again but i will invest my money at "better" casinos now. Had a long ride with VS but it seems that they didnt grow with the industry recently.

Honestly this is beginning to look like more people will crawl out of the woodwork stating the same. Its really humiliating to people to be treated in this manner. As this is specifically when their loyalty rewards are questioned. Not a good move by Videoslots

Edit: I told him to EMAIL me as I did not want to be discussing Casino Loyalty in an office. He replied by telling me that he would call at a time convenient. I mean this dude cant even reply to an email without it taking 8 hours to 5 days and he doesn't work in the evening either. I simply told him not to contact me again as we have already discussed all we need to. I refuse to take a phone call that is forced upon me after they lock my account. Judging from your conversation with them, it will be exactly the same rhetoric only for them to reopen my account - This is being completely unprofessional.

Dan is looking into it from his PM to me ...

Nate

 

[andym]

Honestly this is beginning to look like more people will crawl out of the woodwork stating the same. Its really humiliating to people to be treated in this manner. As this is specifically when their loyalty rewards are questioned. Not a good move by Videoslots

Edit: I told him to EMAIL me as I did not want to be discussing Casino Loyalty in an office. He replied by telling me that he would call at a time convenient. I mean this dude cant even reply to an email without it taking 8 hours to 5 days and he doesn't work in the evening either. I simply told him not to contact me again as we have already discussed all we need to. I refuse to take a phone call that is forced upon me after they lock my account. Judging from your conversation with them, it will be exactly the same rhetoric only for them to reopen my account - This is being completely unprofessional.

Dan is looking into it from his PM to me ...

Nate

and you forget: they also didnt operate during weekends. A good VIP support should at least answering emails during weekends since this is the main playing time for customers.
However youre right - the phonecall was more or less the same than their "standard emails". I had othe call with him during my evening as i was able to leave the office earlier at that day. (6 p.m.)