Customer Service Casino Rewards Group

[Glumbi]

All right, thanks for the info, almera.

[playtime slotti]

I even tried it through their affiliate at Casinomeister years ago, and of course their customer service.

I was only informed that the amount of deposits and received bonuses are unbalanced. To be honest I think the points will be blocked anyway if you win too much. Unfortunately without warning.

My dear friends, unfortunately I have no good news for you. And you RUF, you interpreted that correctly. But I would like to explain this in a little more detail here.

First of all, I have to say that it was a very friendly contact and I didn't accept the first answer right away but followed up accordingly.
I've always written that the ratio between deposit, bonus and payout has to be right.

It's important to understand that though, because I think most players don't know that or think very differently about it. You really have to be aware that there is much more to this system than the individual player might suspect.

I have the statistics of both players, i.e. deposits, bonuses received and withdrawals over the entire period of their activity.

For one customer, the ratio of deposit and bonus received is the same, but the payouts are higher than the deposits.

At the other customer, the bonus received is higher than the deposit and the withdrawals are also higher, albeit minimally.

The following can be said about the system: It is an algorithm that is used and this automatically decides whether a customer can claim their points or not. So, this system is based on deposit, bonus, withdrawal and turnover.

In addition, it is in their conditions that they can offer a bonus at any time, without giving reasons. But these are only the conditions that are deposited in writing.

It is not easy to understand this system, because most people only look at it short-sightedly and go into their own game.

I tried to achieve that at least the earned points should be available without a bonus game. But the problem is that points are also accumulated through bonus play.
What many don't know is that casinos also have to pay license fees for this, both for real and bonus money.

So it's a real money cost and now taking the example of both customers and all the players had such stats then the casino would have to close down because they are losing money.

Bonuses are generally given as a means of enhancing the game for players who are having a bad run etc. These are mostly free and increase players' chances of winning and cashing out, but this is not mandatory.

While it's easy to look at player stats and say, oh, they didn't get as much bonus as they deposited, but the cost of providing the bonuses they've already received makes that from perspective of business, not profitable.

Not all customers deposit to receive a bonus. The majority of players don't do that. The VIP players who deposit 6-7 times a month, for example, do not receive a bonus for every single deposit and deposit 10x and more than our one with maybe €50 or €100.

The feedback will be passed on, but I'm afraid that in this case it will simply be ignored. Now you could be narrow-minded and say that's not fair. But if you look at it closely, you really have to come to the conclusion that it's not unfair, even if it's difficult.

Each individual case is individual and everyone only sees their own activity, which they judge accordingly. For the player there is basically only is good or not good, they treated me fairly or not fairly. And based on these individual experiences, the player will rate the casino.

Of course I understand that and nothing will change in that regard. These different ways of thinking and experiences of each individual customer decide on a positive or negative evaluation.

So what options do RUF_GT and Glumbi have left?

You only have two options - one is to be able to claim your points again at some point, continue to deposit and play without a bonus so that the ratio balances out again. Oh yes, I would have soon forgotten, of course not win either, otherwise the relationship won't work.

The other option is to not play there at all, but that also means you would never know if you weren't able to claim the points at some point. You have to decide for yourself what makes sense or not.

I know it doesn't help you as there are so many other casinos to play at. I would have liked to tell you something more positive and I'm sorry that I can't change anything about the current situation.

[Glumbi]

Thank you Slotti for your commitment!


It's not a problem if they don't give in, you can live with it.

I understand that casinos sometimes have to block bonus offers if they win too much, this is also their right and probably also economically necessary.

However, what doesn't change the fact that if I offer a bonus with a deposit, the player deposits, gambles away his money and the bonus is then no longer available, it's actually cheating or at least kidding.. sorry I can't do it another term for find.

If they had now released this bonus money and then blocked me from bonus offers, that would be perfectly fine. Other casinos have already done so, but I continued to play there because the bonus itself is not that important to me, and I rarely use it anyway. Only when a deal is offered and accepted does everyone have to stick to it, simple as that.

That you should deposit there now and gamble away your money because according to the statistics you are not allowed to win either, I will spare myself a comment.

I think it's great that you asked there, but I wasn't expecting anything else. Of course I won't be depositing there anymore, as I'm sure everyone can imagine.

[playtime slotti]

The "not allowed to win" came from me, because that wouldn't change anything about the balanced relationship and you just put it off. The same can happen to me tomorrow, I deposit, can withdraw a larger amount and then I am blocked. Nevertheless, I have intervened again, but I also fear that it is useless.

[almera]

I don't think that's the case anymore with increasing vip status..... at least that's how I feel. I haven't had it for a long time, although I've started again at various casinos in the group after years. then come 125% bonus..... but no more locks. I don't know how they do it either...

[Glumbi]

The "not allowed to win" came from me, because that wouldn't change anything about the balanced relationship and you just put it off. The same can happen to me tomorrow, I deposit, can withdraw a larger amount and then I am blocked. Nevertheless, I have intervened again, but I also fear that it is useless.

I know that this came from you, it doesn't matter either, you're right. The whole thing is no longer a big deal for me, I chopped that off long ago. Nonetheless, thanks again!

[Glumbi]

I don't think that's the case anymore with increasing vip status..... at least that's how I feel. I haven't had it for a long time, although I've started again at various casinos in the group after years. then come 125% bonus..... but no more locks. I don't know how they do it either...

I've also received these return bonus offers over the years when I haven't been there for a long time, it was never anything until then. I still can't understand their logic, but it doesn't matter, I don't think the whole group is that great that there aren't any alternatives.

[RUF_GT]

Thanks for asking @slotti.

The other option is to not play there at all, but that also means you would never know if you weren't able to claim the points at some point. You have to decide for yourself what makes sense or not.

This is the second time my points have been blocked. After the first ban I continued to play for real money with no bonuses and apparently lost enough to put CR's balance sheet back in perspective. The ban has been lifted.

Then at some point a larger four-digit win came and the game started all over again.

However, what doesn't change the fact that if I offer a bonus with a deposit, the player deposits, gambles away his money and the bonus is then no longer available, it's actually cheating or at least kidding.. sorry I can't do it another term for find.

If they had now released this bonus money and then blocked me from bonus offers, that would be perfectly fine. Other casinos have already done so, but I continued to play there because the bonus itself is not that important to me, and I rarely use it anyway. Only when a deal is offered and accepted does everyone have to stick to it, simple as that.

Exactly, that's exactly it. The bonus money was awarded for deposits/wagers already made. If the bet is lost, you can redeem it, but if you win, the bonus is suddenly no longer available.

I think it's great that you asked there, but I wasn't expecting anything else.

Neither do I.

[Glumbi]

The procedure is not customer-oriented, enough other casinos do not need something like that. They have umpteen casinos and are very big, whether that really has to be the case with the group, I don't know.

[RUF_GT]

The aggressive advertising policy still seems to attract enough new customers. There is no other way I can explain why regular players are scared away in this way.