Virtual Casino Group - Queen of the Rogues
Software provider: RTG
Last Update: 28 March 2007
Past Issues with Virtual Casinos: |
The Virtual Casino group gained a reputation of being a casino group that had a lot of problems. Their management was highly disorganized, they relied heavily on questionable marketing tactics, most of their casinos were like loose cannons on a ship rolling around firing into their own hull. It seemed as though the managers were given free reign to take in as many players as possible, no matter how it was done.
They were placed in Casinomeister's Rogue section in November of 2002 for a number of violations of good casino practice. They seemed to be ethically challenged back then. But as time went by, they discontinued using unorthodox marketing techniques and they replaced a number of personnel that were managing their casinos. Complaints were few and far between, and they seemed to have finally seen the light: honest players need to be paid their winnings expediently - customer service needs to be effective and quick.
I met the operator in London at the ICE 2004. We talked a bit - I detailed some of the complaints that concerned his business, and he spoke about how they had hired new managers and that they were turning over a new leaf. We agreed that if complaints would stop coming in, the Virtual Casino group would be removed from the "Rogue Section". After several months of quietness, they were removed.
I felt that if this operator continued to run his operations in an ethical and honorable manner, and was answerable to player concerns, then we have succeeded in delivering someone from the darkside. At first all went well, but in February 2006 they fell back into the same old story of half-assed management, delayed payments, and other unprofessional activities. They ended up getting "rogued" again.
In October 2006, we met once more in Barcelona in order to straighten things out. They shared with me their "roadmap" on customer support and public relations, which I was given to take home with me and peruse at my leisure. This includes a policy and a break down on how manager bonuses are awarded. In addition, they have outlined how customer issues are to be dealt with.
I agreed to put them on probation once more, and in doing so I expected a number of complaints at first. But as the weeks went by, and then the months, the complaints never ceased to stop coming in. During their sixth month probation period, there were no less than 56 complaints submitted via the Pitch a Bitch section. Most of these concerned late or missing payments, bonus disputes, mis-information, a number of things. They were same sort of complaints that were being generated before probation had kicked in.
So in other words, they are back in the rogue pit. If you are looking to submit a complaint concerning one of their operations, please check out the RTG page for guidance.
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