Online Casino

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?

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.
 

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 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 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 Booo73,

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

Best regards,

Ingrid

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

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.