Online Casino

PM or email?

I kind of thought that would be the case, from a labor saving outlook at least. I know RTG has the ability to allow customer support to send in game messaging, but what is desired here, from a casino's outlook would be an automatic popup... which would require a slight code addition on RTG's case.

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.


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.

... we could call it  "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

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..

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.

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...

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