CLOSED - A New Leaf. Can Virtual Group regain your trust?

Folks,
We have on board a casino representative from Prism and Slots of Vegas who would like to try. There is a lot of history, personal experiences, things we have read from both out own community and other internet communities in the past... I know there are past issues and hard feelings...

That said.

Prism Aff Mngr, Ingrid, the casino representitive has made overtures that she recognizes things have not been smooth in the past and is asking to be able to show, by deed, that there is a new face to the mix, that we can, in the future, look frward to payouts in no less than 15 business days and that problem resolution will be fast and courteous.

I am opening this thread for commentary, for the sharing of New experiences, good or bad, and in general seeking feedack from the general gaming community we have here at LCB.

Hi everybody,

I'm the affiliate manager for Prism, Slots of Vegas and VIP Lounge.  I will do my best to answer your posts within 24 business hours, but I also have a responsibility towards other affiliates, not only LCB, so please, if needed, be a little patient with me.  I promise I will read and reply to your posts (I’ll be answering one post at a time).

As I mentioned in the comments section of Prism, please consider the following (my advise regardless of the casino in which you’re playing):

1. If you request a bonus, make sure you know the wagering requirements and maximum cashout BEFORE you start playing. We have 24/7 customer service available by chat and phone in case you have any questions.

2. If you have winnings that you'd like to cash out, especially if you used a bonus, DO NOT make another deposit or use another bonus while the winnings are in your account. First request your withdrawal, and contact CS to be sure you know the steps to follow (keep a copy of any chat). This way, you'll always be sure you're not breaking any terms and conditions.

If you are not given good customer service, please keep a copy of the chat or the name of the representative and send me the information, it can be by a direct message if you’d like.

Thanks! 

Ingrid Evans

hi , UPDATE your games, ty josie46

Josie,
Prism and Slots of Vegas both have all the new games. The update occurred about 2 months ago. you can now play King of Swing, loose caboose and all the rest of the "new' games there.

I personally used to play at these casinos religiously a few years ago until I got ripped off for my withdrawal.  I would LOVE to say the name of the person I think had a huge hand in the downfall of these casinos but I will keep that to myself unless asked.  I am, however, someone that believes in second chances so I am looking forward to seeing your group rise from the black ashes and soar like a phoenix.  That being said, I am also a person that believes actions speak louder than words.  You have a long road ahead of you.  Good Luck.

I haven't played at prism or sov for more than 6 months b/c they didn't have trex, paydirt, coyote cash...., wondering if they have all the games now

they sure  do TAAADAAA, full ensemble of RTG games are offered there.

Yeah they do..Heh I know I've done my share there also.

[

[/pre]"just my humble opinions"


perkypoo

Perkypoo, that is what I was referring to in my earlier posting to Ingrid, and yes... it makes a very large and hard upward climb if they are willing to make the effort.

The big questions are... can they succeed if they o put forth that effort in winning back even a grudging amount of credibility, given their checkered past...

And 2
What should be the measuring stick that shows they have accomplished the climb?
Faster payouts?
A more open arbitration process.

Recognise that at no point will the terms and conditions themselves be waived, for example on double chipping... but if after a double chipping instance occurs, but a player then makes a deposit, does this place them back in compliance, or is the previous history used as an excuse to deny future wins?

This will not be an easy process, nor is it one I will consider lightly... but i also will not slam the door on the offer without due consideration either.

The reward of having nine or ten casinos that can be played at safely back in the mix is a powerful one.

I am quite aware of previous attempts to rectify this, some by some very reputable and trustworthy entities.As with them, if i end up in the end to be less than satisfied with the results, I think we all know I will have no problems with continue maintaining their current status.

But corporations change, management shifts and evolves... if it is possible for the shift to occur... I for one am willing to watch the change develop and give them the feedbak so that it works.

If it fails... so be it and we are right back to where we started.

i have a pending withdrawl at club player (virtual group) and i'm getting the same old runaround! they aproved it and told me ten days, ten days later told me next week, next week told me next week! i'm so tired of this crap!
thiis is happening right now  not last year, not 2 months ago, i don't believe a word of what she's peddling!

clubplayer username-europa99

Phantom,
it is the weekend now so i do not know if ingrid is going to stop by. I also have to state that she has been specific that she represents Prism and Slot's of Vegas. But we will see if she is willing to look into this for you.

I ask that you give her any information she requires in PM and give us feedback, positive or negative once she makes the attempt. While no personal info should be shared on the main board, i do look forward to both her input on the problem, but yours as well.

Thanks for chiming in.

Hi Prism Rep,

It would be nice to know that Prism turned over a "new leaf". As for many players here at LCB and else where i am sure....we have played and abused free chips. Your casino is one of them that is at the top of the list of abuse by many players.

The main reason for that is...the casino has been considered "rogue" for sometime now.

My question to you is this....if Prism wants to earn our trust....then why not give us the players at LCB an opportunity to turn over a new leaf as well.

It would be nice to run a promotion exclusive for LCB....for players to start anew. Wiping out any multiple accts and past bonus abuse. This would give the casino and the player an opportunity to turn over a new leaf together.

Casino forums are a powerful source for gaining a reputation. It would be nice to have a chance to gain a new reputation on the casino as well as the player.

Lips

Hi Jimbeaux,

I am answering here your posts from the "Slots of Vegas and Prism" thread, so that we can continue using this one.  I will also use this post to answer two topics that are being discussed, so this goes to imagin.ation and genenco as well

Thank you for the probationary period and for your help and guidance with all this, I really appreciate it.

Regarding the possibility of giving some of you a second chance just as you're giving us one, I've been authorized to ask for your casino's usernames.  We will review the accounts and we'll all go for a fresh start.  So please, if you are a "past abuser" and you're interested in trying again, send me your login and the casino of your choice (Prism rocks ), perhaps it would be a good idea to start with one and then move on to the rest.

In the matter of the RTG feature that eliminates part of the balance when playthrough is met, leaving only the maximum cashout:  even though this is a feature that helps us in many ways, we agree with you that it has several negative characteristics for the players.  So management decided to remove this feature from the bonus codes, as Imagin.ation suggested, which means that starting next week, the excess amount will be removed when the player requests a withdrawal.

Jimbaux, your suggestion for a pop up that lets the player know he has completed playthrough sounds great to us, unfortunately as you mentioned it would imply a development on RTG's part.  We will suggest it, but at least not using the feature will give us a more immediate solution.

Thanks again for your feedback!

IE

Thanks for your feedback Booo73!

I really appreciate that almost all the feedback has been realistic but positive. In the past, I've encountered forums where people weren't very.. I'll use the word "reasonable", so I've been very happy to see that everyone here has been respectful and you are giving me a fair chance, I know it's not easy to do after having had bad experiences in the past.

So please know that when I say "thanks for the feedback", I really really mean it 

IE

PM or email?

Hi Phantom,

I reviewed your account and your payment is definitely delayed, I am really sorry to see that.  The person I need to talk to in order to find out why your payment has been delayed is not here today (I am here every other Saturday Jimbeaux , but that doesn't apply to everybody) so on Monday I will post again with more information.

Thank you for posting Phantom, I hope you have a nice weekend.

Ingrid E.

Jimbaux, your suggestion for a pop up that lets the player know he has completed playthrough sounds great to us, unfortunately as you mentioned it would imply a development on RTG's part.  We will suggest it, but at least not using the feature will give us a more immediate solution.[/quote >

As this will probably on a case by case process for review, I think  a Private Message to Prism Aff Mgr will probably be the best way to handle this (sorry for the pending flood Ingrid). The casino will have their own criteria for making the decision, of course. And be aware that once amnesty is requested... all terms and conditions for future chipping will need to be met. This is what You, the player, are committing to  in requesting amnesty.

That said, let me be the first to break this suggestion by saying my user name at Prism is: Jimbeaux, I know, big surprise huh.

Hi lipstick,

Thank you very much for your feedback!

Please send me (this goes to genenco as well) your username by PM, it might be better so that the flow of the thread is not interrupted, since as Jimbeaux says, it will be more of a case by case thing.

A promotion uh? How about an exclusive deposit bonus?

IE

A promotion uh? How about an exclusive deposit bonus?

LOL... we could call it  "Amnesty"

I will pass the suggestion on to a few other Rep's, some of them are pretty  tech savvy and see what they think. possibly if more than one casino showed an interest RTG could include the function in a future update.

That sounds great Jimbeaux! Please let me know what they say...

And thanks for your unexpected login, I checked your account and everything seems fine, please feel free to play. All kidding aside, would you be interested in me creating a deposit bonus, code AMNESTY?

I have to say.. wow.. this is the first time i have EVER SEEN an affiliate to
an RTG Casino listen to its players, whether chip abuser or players, AND make the changes to accommedate and/or even try to admit/accept responsiblity for it's past, and showing that you do care, and being so done with swiftness.

Thank you Ingrid, Sincerely Thank you.

One last thing, that might help is an explaination for Terms & Conditions
being broke down, like a how to or how to read and understand, with an example.. Like explaining what a "playthrough amount is" how to reach it,
the maxium cashout amount on the chips/bonuses, showing what a 30x's playthrough is, like a guideline, alot do not understand what is meant.

Maybe Jimb can write one up to post here, he is an excellent writer
and explainer.. lol, and makes it's own thread? Alot can benefit from that
and alot that are new to the rtg chip/bonus world can get a better understanding on how they work, to keep them from posting bad feedback
because they did not understand the requirements.

Again Thank you Ingrid

Ingrid,

While I am not the person to set up an exclusive for LCB, That would be through our main moderator Zuga, or through LCBAdmin... I think an deposit bonus named Amnesty is quite fitting, given the nature of our talks. It will be up to you and our Affiliate people to discuss if it will be a LCB exclusive.

I've been playing mostly at Vegas Strip and VIP Lounge. I want to mention how appreciative i was for the patience and support i was given by your customer support team. i know i can be annoying especially when it comes to the t&c's, bonuses...etc..normally i'm not like this but when it comes to an online casino - i have to know everything before i make start playing and make a deposit. i believe it actually took me a couple of days until i felt comfortable enough to finally deposit and play. Gayan even took the time to search and offer me what he thought was the best match code. Up to now...the code has been by far my favourite out all the casinos i play.

however as much as i do want to continue sharing good things about the Virtual Group casino...there is one thing that really sticks out like a sore thumb...and unfortunately is my worst out all the casinos I play....

"withdrawal process" - for the first time (i'm usually very patient and down-to-earth) - i was very frustrated and upset. Knowing the terms of my match bonus - i had no worries about being approved and I know in matter of time I will receive it. In this area I felt the support staff were either misinformed or not informed at all. The day i made the withdrawal request i was asked to submit verification forms and then check back in 10 bus. days for an update. I was given an email address where the forms needed to be sent. And so I did...a week later I was told the forms were not received and to please send them again if i had already done so. this time they gave me another emal address to use. with the new address i submitted the forms...3 days later i come back for an update...again the forms were never received. now i send an email of to Edward M. (VIP Manager/Host) - an associate replied as he was on vacation. And i visit the site again...but this time a wasn't leaving until i have confirmation the forms have been received. ironically i was given a 3rd email address - using this new address i sent all the forms and files..and fnally the department confirmed they  have been received. However that fiasco took 2 wks to resolve it and then i was told that i must wait another 10-14 days for approval.14 days later...i see in the cashier page that my withdawal had been approved. BUT...the payment method i requested was denied...and payout going through Overight Express instead of my chosen method EcoCard. Thankfully support was able to put a note on my withdrawal and have it approved to go to my EcoCard - scheduled in mid-August.

and sooo...now you u know..and probably can see why this really sticks out for me - especially when other sites  now offer programs you can apply for and if approved  - all cashouts will be validated and paid out if approved within 24hrs from the time the player initiated the withdrawal request.

i hope withdrawals will be easier quicker, and hassle-free in the future.

thanks - you can go to bed now...lol..

I am US and used to deposit at Prism.  If I remember correctly, US can't use usemywallet for withdrawal? Is that correct? 

Thanks,

medtrans

Ingrid,

What you see detailed by Soda69 is not an isolated issue, in fact it is probably one of the clearest descriptions of one of the primaary complaints I recieve. Soda is a very savvy player and a long time veteran of online gaming. he is more of a depositing player type, and not so much a free chip chaser.

The multiple email addresses for the documentation, the "we did not recieve the info, please send again' is so common as to be the norm, and is probably a big factor in the 6-8 week figure I quote for actual payouts.

As players we tend to think in real time so when a request is made on day one... that is when we start counting how long it takes. In the day of electronic information exchange, barring incomplete documents or other noncompliance on the players end, 15 business days from start of transaction to resolution is mor than a reasonable expectation.

And once documentation on a player has been filed and verified, the 15 days is actually overkill.

I know of two casinos that are actually issuing a casino ATM card to their VIP's once documention is in place... and paying out in under 12 hour's using this method.

While it may not be a perfect fit for your own group, it is this type of thinking outside of the box that I believe will not only show the change you strive for in a positive way, but will show the commitment that the change is real and permanent.

You and the casinos you represent will, in the end, come up with a plan that makes sense from it's own unique point of view. We the players are only asking that once in place and understood... that we can rely on consistent compliance.

Soda.. somewhere.. a big giant pile of your documents is sitting
thats a little scarey, especially when it has alot of private,
personal, and secure information..
Theres got to be something done about this, the sending in
of personal documents, then being told countless times
it's not recieved.. being sent to how many different emails
or fax machines?

Theres got to be a better way...

Personally I got a bit hot (This was some years ago) with a online requesting docs.

So I emailed them and emailed them.

Finally they also asked for some others to be faxed.

I did and did and did..."We still don't have them"

I then faxed the three pages "Again" X 25...I kept sending and resending the pages (In order) 25 times.

Gee...They got them!

I was locked out 2 weeks later..Phooey! I got my cash!!

But that was me a long time ago and LCB wasn't around. Back then you were either nice or nasty. Now things (I hope) have truly started to change...:D

I'd like to throw my user name in for amnesty review.  I actually belong to all of the Virtual group casinos.  Actually, I think I belong to all the rogue RTG's.  I signed up before they became rogue.  My user name at all of them is Booo73.  If you can clear me for play at Prism, I promise I'll be a good girl and no more chip abuse lol.

how funny is that.. i fall down my chair...

virtual casino group on a new leaf, I LAUGH MY ASS OFF!! >:( >:(




this is such a joke what i read here.. i wouldnt trust this bunch of crooks/thieves until they explain all their past issues, pay thousands of the players they ripped off, change their terms and replace the whole staff.

sorry guys but what is so interesting on them? there are far enough rtgs online for us people which are serious and honest and pay within 48h max. so why bother with crooked virtual operators offering you to become a good player again and pay in 10 and not 15 days. (if they pay in the end is the question? :-\)

they were never a good casino, and they will enver be.

if you dont get that and pump your money to them, you are really on your own is they screw you around.


remember these guys are the only one awarded worst casino group ever...

and for the rep.. dont talk of any blackmailing etc.. you work for one the most ruguish operations in the biz, so post honest statement but dont come here and link players to your rogue outfits.

just my opinion!



cheers

coxwel

coxwell,

from all your posts against the virtual group....u have yet to tell us what happened specifically to you to merit such hatred towards them. but don't feel obligated to do so if u don't want to - i was just curious. the reason is i honestly only have one current problem - their withdrawal process - and should they not pay me in the end - you will definitely see me siding with you. I was promised without anymore delay by mid-August. now with that being said, i have had nothing but good experiences with the virtual group. customer support has always been friendly and attentative. i also have a VIP host manager who contacts at least once week with weekly bonuses or to let me know he just threw a freechip into my account. I have seen the many threads in various forums....most of the allegations against them is not paying winnings on freechips or to people with mulitple accounts. some argue that they never had more than one account, or about using back to back freechip codes with no deposit in between and yet others post about not knowing the T&C's - therefore when their winnings become invalid..the player is so upset..and is mad at the casino for having the rule in the first place...i was a player that learned the hard way too but i did learn..which is why before depositing (i actually prefer not to use a freechip codes) i'm very thorough with the T&C's and policies of the casino. I will literally spend up to an hour with support, ask questions and getting answers until i am satified that i know their terms inside out - with that i also keep a copy of every chat transcript - should there be any discrepancies. included in my questions is to verifiy & confirm that i do not have any other accounts in their system that can could cause my account or winnings to become invalid. Surprisingly there were sites that i had forgotten about, but fortunately for me...the support staff simply closed all accounts that shouldn't be there and i was good to go. when i do this i protect myself from not being paid due to multiple accounts - i have read about casinos doing that to people on purpose - whether true or not..i have the proof to show i verified this prior to my first deposit.

in the past i have had my fair share of disputes with online casinos...i admit most  were my fault due to not reading and abiding by the T&C's...other times - questionable. but...ever since i put into practice my routine to thoroughly go over everything with support and abiding by the T&Cs - i have never had a problem. should the virtual group fail to pay me this month - it will go down as being my first.


oh one more question for you, coxwell...

is there a particular site that you would recommend?

last time i played at Prism i used a free chip ($50 max cashout), made rollover, then the support guy told me since the fee for the withdrawal will be about $20 there is no point in withdrawing so he took it out without me even telling him he could. then he like laughed at me using 's and !!!!'s. I really felt like it was a big joke. All those rogues are jokes. I cant believe anyone would give these clowns a second chance. There is too many good legit casinos out there, even for US players. And once this rediculous ban gets pulled Im sure we will have plenty more to play at. Until then stay away from Prism and whoever else they are associated with. When it comes to money and getting ripped off I give no second chance, free chip or not.

Coxwell,
Then I suppose that you make a perfect skeptical player on this venture. Would you care to be specific on which past issue's you would like to see addressed or rectified? Try to give a specific example where-in the situation did not occur as a direct result of violating the most simple and common terms and conditions... the ones that are in place nearly universally with all casino's using the RTG software such as multiple accounts or double chipping.

You mention a change to their terms and conditions as well... what terms  or conditions do you feel need to be changed? Why? What would you suggest the change to be if, giving the benefit of the doubt that the term was legitimately put in place to protect the casino's business interest?

And finally, while you quote the "thousands of ripped off players" which is excellent rhetoric but, unless I miss my guess is mainly garnered from hearsay and internet rumor. Even the group who gave Virtual group the "Worst" award, well actually gave Cirrus Casino that dubious award only referenced about a dozen cases three to four years ago that they were able to confirm that there had been no T&C inconsistencies. The ruling came when attempts to arbitrate the complaints fell through. This garnered them a warning and a place in the notorious "rogues pit". They were taken out of the rogues pit for a short period of probation, about 4-6 months, after a very similar attempt to do what we are discussing here. If you have, once again a specific example or two that can be looked at and addressed... please take the time to lay out the case. We cannot discuss a change of this magnitude untill we are sure precisely what it is that needs to be changed.

The commitment to 15 day's for a payout when the current reality is 3 times that is a good first step... but I agree still not an ideal. These "reputable" casinos you mention, the one's that pay out within 48 hour's ( I know of 2 that have been able to consistently achieve this, and are the exception rather than the rule) have a 10 day estimate in their terms and conditions as well. This cover's their credibility in the even of unforeseen delays. But, as you can see on some of the posting's in the casino discussion section, even some of the "reputable' casino's are slipping into a 15-21 day payout (Rushmore and Cherry Red having been mentioned recently, as well as Slot's Oasis and in some cases Lucky red).

In NO circumstance's whatsoever will failure to pay on a Legitimate claim be tolerated, and if determied that it occurred during or even after the tentative probationary period will Immediately return this casino, (And ANY casino) to the big yellow warning status.

This is my position...

Can you step past the ranting and posturing to lay out a gauntlet that needs to be run to achieve the Change desired?

Trust me when I say that your skepticism and distrust is something that NEEDs to be maintained for this to even stand a chance of occurring.

Please do credit me with having a healthy sense of it myself. But for me, it is simple for me to see from the numerous postings for and abut this group of casinos, that there is an interest by members here in playing at them. As such, I maintain the warnings regarding the group because untill recently, there has been no attempt to convince me the warning's are not well deserved.

Ingrid requested the opportunity to do just that. Whether she succeeds or not depends on her and the management of the casinos she represents. It's success or failure ill be based on a commitment for permanent changes and consistent behavior.

Ingrid,
Does your casino keep a log of live support chats for future review by any chance? I have known Tommyb, through this board and his postings, and always found him to be credible and forthright. I do have to say that his comment is your biggest hurdle... in construction we say the only two things you cant mess with is my money or my wife.

If such logs are possible we will try to pinpoint a timeframe for when this occurred for verification so you can deal with it internally. if such a practice is not in place, it seems like a good suggestion for future practices.

I am advocating to Our group here that they keep a copy of their own chats with any support , similar to what soda laid out in his earlier posting.
This will be a critical aid, in the event of future arbitration attempts, as you offered, and gives that level of transparancy i think we both agree will be necessary for this to work out.

once burned, it is unlikely that a player like Tommyb will ever give a second chance to do it again

This is what happened to me...its just one situation..

Many years ago i was playing at a "rogue" used a free chip
then deposited with a % bonus, won a little money,
i can't remember the amount, i usually don't cash-out
unless i won over say 500.00, i do that here in vegas
as well, i let it ride for the bigger jackpots, but maybe back then it
might have been less, went to cash-out did this and that
i was told my winnings are void that i have 2 accounts, and was
locked out breaking terms and conditions, me screaming crooks,
thieves, they took my money.. and all that, 1. because i did not
understand T & C  and 2. why was i legit enough to deposit, but
not legit to recieve cash-out 3. i did not beleive i had 2 accounts
(which infact i did come to find out).. mainly it was the treatment
i recieved, and not understanding the T&C.. being treated like i was
a crook, and me thinking they are the crooks.

In actually.. did i get ripped off?
Here i am screaming i did, but finding out i broke T&C and not
wanting to accept that it was my own mistake. When it comes to
money, you just can't see nothing else, especially when its yours.
Then me seeing the floods of these casinos being "rogued"
with reputation as bad made it worse, but it also makes me
wonder if some of the complaints are like how mine was.
My own fault.

Even the most legit casino can get a bad rap, if a few people start
complaining, others read it, and then more and more come along
bringing the zombies out the closet. As i see that happening now
at other legit casinos.

My major as i see it everywhere is NOT understanding T&C
and what can happen to you IF you do not understand them.
They actually do protect YOU and they do protect the casino itself.

Hi everyone,

Sorry I hadn't been able to post yet, Monday mornings tend to be kind of crazy.

I was authorized to create an exclusive deposit bonus code for LCB players that ask to try the casino in a different way. I will not restrict it to players from LCB because some of you actually didn't come from here, what I'll do is send the code by PM to the people that contact me with their logins.  I'll create the codes tomorrow morning and send them to those of you who have already contacted me.  I first want to check the promos we have and give you a good one

I've read the posts from the past couple of days and will start answering them now.

IE

Hi Phantom,

According to our records, you should have received your cashout on August 5.  Could you please check your account? If you didn't receive it, please let me know.

Thanks,

IE

Hi Imagin.ation,

It was my pleasure to help, I'm not sure if I'll always be able to make details change because it's not always up to me, but I promise I'll always do my best.

Thank you so much for your feedback and ideas.  I will present a proposal to include a FAQ or something similar in our websites regarding T&C and similar topics.  I think it's a great idea, hopefully we'll be able to go through with it.

Thanks again,

Ingrid Evans

Hi soda,

I really want to thank you for your very clear, objective and thorough feedback.

We do have the problem you're mentioning regarding the receipt of documents.  Our technical team is working on solving it but it is apparently complicated.  The reasons are too technical for me, but we do acknowledge the situation and sincerely apologize for it.  What I have done, since management told me they are already trying to fix this issue, is I asked that Customer Service is instructed to ask players to check back a day later so that we can confirm that the documents were received.  This way, at least until this is fixed, you won't waste time by thinking your documents are on file while they're not.

Would you be so kind as to send me your casino login by PM? I am the affiliate manager for VIP Lounge and I would like to make sure you're paid right away.

Thank you also for your feedback on how you make sure you fully understand any terms and conditions before playing.  I know it's a hassle, but I believe it's the best advice that can be given to a player, regardless of the casino they'll be playing in.

Sincerely,

Ingrid Evans

Hi medtrans,

We do have UseMyWallet as a withdrawal method for US players.  If you send me your casino login by PM, tomorrow I'll send you an exclusive deposit bonus code I'll create for LCB players.

Best regards,

IE

Hi Booo73,

Please feel free to continue playing, I'll send you a bonus code tomorrow

Best regards,

Ingrid

Jimbeaux, Coxwell, Soda, Imagin.ation and everyone else,

Thank you all for your feedback.  Some of you have already said part of what I’m saying below, you are all very reasonable and understanding and I really appreciate that.  I will say it anyway because I do believe there is something important to consider when we talk about payments, but I’ll talk in general.

I am well aware that mistakes have been made in the past, big mistakes in terms of what casino policies should be and the way customers should be treated.  Please know that I'm not denying this.

I do want you to consider that some of the casinos in our group are within the oldest casinos in the industry, and it is of course much easier to have a good reputation when you have a new casino, because I agree with Imagin.ation: sometimes you see someone complaining but you don't know that this player has opened dozens of accounts and tried hundreds (literally, not exaggerating) of free bonuses, but he complaints when he hits a jackpot on a free chip and he isn't allowed to cash it all out.  So, other players just get the impression that the casino he is talking about is rogue and that just sticks.  Don’t get me wrong, I’m not trying to excuse all our reputation, I’m just saying it’s part of it.

What I'm trying to do now, is show you that many things have changed and also, with your help, change many more.

I do want to ask you all to consider the following.  As you know, many of the casino platforms do not accept US players and there is obviously a reason for that: due to banking regulations sending payments to the US is not easy.  From the casinos that do, we are the biggest group: we send literally millions of dollars in payments per month and doing this can be difficult. It would obviously be beneficial for us in many ways if we were able to send your cashouts the same day, but unfortunately we simply can't, it's not that we don't want to.  As Jimbeaux mentioned, other casinos are getting delayed as well, and I'm sure it's not on purpose.

I know what I’m trying to do won’t be easy, but I’m really hoping it will make a difference for you and for us.  I believe all that can be done in a situation like this is have the right attitude, be open to feedback, accept mistakes and correct them as best as possible.

Sincerely,

Ingrid Evans

Hi Tommyb,

I would love to convince you to give us another try, but even if I can't do that, could you still please send me your login so that I can look for the chat you mentioned?  (we do keep a log Jimbeaux).  Unless this happened a long time ago, I would really like to do something about it.

Thanks for your feedback!

Ingrid Evan

hi ingrid...

i can offer one part of the solution that shouldn't be too technical - ensure that all support staff have knowledge and are consistent with the information given to the player- especially when giving the player the address in which personal information is to be sent in good faith and trust that the information will be received by the correct department and not somewhere that it could be fraudlently abused. Giving a wrong e-mail address while requesting personal ID verification and credit card authorization documents is a serious security matter. I was given different e-mail addresses only the one in bold below turned out to be valid or had the correct destination and i made sure as i made sure i logged back in during the hours of operation for the cashier department and stayed online with live chat support until the department gave me confirmation all documents were received.

my suggestion is to ensure that the following email is the one given to the customers by your support staff;

ccprocessing@casinosupportcenter.com

the wrong addresses given to me by support are;

ccprocessing@coolcatcasino.com
ccprocessing@virtualcasino.com
retention@coolcatcasino.com

If i can add on to what soda say's regarding customer support, yes, having and giving the right information is crucial. And it is much better to be told the truth up front, IE "I see there is a hold up on this, I am not sure what is causing it. Let me check into it with accounting . may we call you at the number listed on your profile?" Not knowing an answer is ok. as long as it is followed up on.

In addition, requesting the customer to contact back within a reasonable time frame, if they have not heard back will also go along way to soothe an anxious client. Just knowing that there situation is being given due diligence, even if the solution is still pending.

yes, i know we cannot please all the people all the time but coming across frank and open will convince even the grumpiest that you are doing your best.

you see the rep also admits ehat happened/ still happens in this operation.

i dont want to write a big story but if you read in forums, poratls etc. look at their ridiclous bonus offers, terms that tend you in a circle of not beeing able to cash out, their payout behaviour and stupid reasons they use as excuse you SHOULD come to the conclusion this aint a safe/honest place to play. there a way enough better places f.e.: jackpot capital, buzzluck, club world, casino titan, grande vegas.

they all paid me mostly under 24h.

so why even bother with any virtual casino? if i look at all the spam they send me with stuoid mission impossible bonusses i wouldnt even consider to play a free chip there. the good casinos never ever create such stupid promos.

and you guys should consider all these casinos i mentioned are smaller companies! and they get this managed without this many complaints and bad past issues. just look at casinomeister what you find there for virtual. its the operation with the most complaints at all... theres a reason for like the rep also admited...

but virtual is farelym one of the biggest rtg operators!! and are not able to run their business without stalling payments, unsatisfied customers, and so on...

think about that.. with the bunch of money they make they should be able to really turn over and offer at least the service all good accredited rtg casinos provide!

just think about the many random jackpots which leave unpaid in virtual casinos because of their many freechips and the rules. theres a reason why they give you so many freechips and 500% above stupid bonusses..


think i said enough just decide on your own now where to play.. but theres just too many crap for myself to join any virtual casino and deposit. why should i if there are plenty around where iam sure to have no hassle or a standard rule for payments like 15 days.. only this is to be considered rogue and reason enough to stay far away..


just my opinion...


cheers

coxwel

Are these casinos regulated at all? Like if a casino gets constant complaints cant it get shut down? Not paying someone should be some sort of crime, IMO lol

coxwell...

in one word "understood".



ingrid...

it is obvious that the task before you is not going to be an easy one. i, too admit, based on the  reviews i've read at other forums (not just at LCB) coolcat, virtual group and prism group i am skeptical. however..in moving forward...if i can put my trust in you...and you show me and fulfill what you have promised or set out to do for the members here at LCB...i would have no problems to continue playing at any of those casinos. i do have one more condition - i would feel better if i could contact you instead of support for withdrawal requests or disputes. similar to a land based casino host/manager. and knowing you will take care of things and ensure that we receive the best service possible. i hope this would be the case, and if so...then in my opinion...yes..Ingrid you can turn new leaf and have my trust again one more time.



*coxwell - no need to reply - i can already hear ya...lol ..however if u must know why there is particular match bonus code they have that i totally love playing and it can be redeemed an unlimited # of times. - haven't found a site that offers the same. and despite your warnings; it is still my choice...if Ingrid is true to her words...well....then i'll be also be a happy player.

I'll be happy to help you and anyone else Soda. You can PM me whenever necessary and I've also posted my email address: ingrid@prismaffiliate.com.  I am the Affiliate Manager for Prism, Slots of Vegas and VIP Lounge, but if you need help in any of the other casinos (Cool Cat, Cirrus, Club Player, Palace of Chance) please let me know as well.

Sincerely,

Ingrid

Hi Tommyb,

They are regulated by the software provider, and legitimate complaints are taken very seriously.  Could you please send me your casino login?  Once more: I would really like to review your account and the chat you referred to.

Thanks,

IE