Hey there bb1,
I agree with you – having come from a CS backgorund I am very much aware of the value of good service in the overall success of any business which is why this is such a hot topic for me… please don’t think small posts on the forum don’t mean it’s not being addressed behind the scenes 
Another point you make is of a VIP level – that is very definitely in place with all the necessary bells and whistles needed to make VIP’s feel all warm and fuzzy.
As for duplicate player accounts; there was a drive to close them at one stage due to the impact that fraud rings were having on the industry as a whole. Since then technology and nerves have caught up a bit and as far as I have been able to find out duplicate accounts are left open but bonuses are only applied to the first one registered.
I’ll keep you posted as I gte more feedback.