Anyone else notice GENESYS GROUP has gone way downhill?

HI All,

Has anyone else noticed The Genesys Group (Lucky Creek, Mandarin Palace, Wizbet, Treasure Mile and Grand Eagle) has taken a nosedive?

I don't like to be negative about an entire casino group but....

1.  Customer service - used to be great...not so much now.  Slow and even at times, rude.

2.  They no longer offer deposit bonuses.  Often I choose to not take one since I hate playthroughs, but the option is nice.

3.  You can deposit all day, every day and seem to never be on the 'invite' list for free chips or spins.

I cannot stand 'invite lists'.  They drive me nuts.  When are casinos going to realize it may be smart to throw an occasional bone to the loyal depositors?  When they continue to offer freebies to those who never deposit hoping to lure them in with a deposit....won't work or the player would have done so.

Genesys could learn a thing or two from CWC and Jackpot Capital and Grande Eagle.  They value you when you deposit.  At CWC, anytime you deposit without taking a bonus and lose, you can ask, and are given a free chip.
Anyone else notice the decline in services?

I agree . I never played much at the group no way . I do like the games but not the groups that has them. Maybe a lesson will be learned but i seriously doubt it. The have had years to change . Good  luck to all who still play  there .

Hi there,

We just wanted to take an opportunity to respond to this post.

1. Our Customer service has always been of a high standard. In fact we can safely say that it has grown from strength to strength over the past year. We recently ran a big promotion where players were given the opportunity to vote for their favorite agents and we received no fewer than 650 compliments over a month and no complaints. So we would encourage all players to contact our friendly support Team at any time for assistance. What we must make clear though is the fact that at times the Support Team may need to stick to the rules and enforce the terms and conditions which can seem as though not getting your way as a player is viewed as the Support Team being rude which in reality are two very different things. We
do not and will not tolerate any of the Customer Support Team being rude to our valued players and thus we have very strict procedures and quality assurances to keep all our player interactions friendly, welcoming, honest and professional.

2. In terms of match bonuses we have bonuses ongoing for all players but we do market according to account activity as do all casinos. There are loyalty offers based on the loyalty tier and of course we have separate promotions and campaigns.

3. The casinos do offer a number of free bonuses or free spins but again this will depend on account activity. We also have a number of Affiliate offers in conjunction with various campaigns and promotions we run that also offer free bonuses, free spins, free tournaments etc.

We encourage any of our players to please contact us at any time if they require assistance or would like to find out if they qualify for a free bonus. The Support Team will provide an honest resolution and do everything possible to help where they can.

With regards to your personal account we will send you a private mail so we can address any issues you have and resolve them for you.

Thank you once again for bringing this to our attention and we trust that you will give us the opportunity to provide a suitable resolution for you.

Yours faithfully
James Matthews
Genesys Club – Senior Host
www.genesysclub.com

I have not yet read the above post, I will after I state this....

WOW!  I have changed my tune.  I did not contact Genesys and let them know I was posting on LCB, nor did I do the....'well, I'm going to post on every blog'.  I am not that kind of customer. 

This is what I got today and I am sure they won't mind me sharing.





The Genesys Club 
To Me

 

Today at 7:25 AM 





Hi Gabby,



This is a courtesy mail in response to your post on the Latest Casino Bonuses forum.



We have reviewed your accounts and can see that you have qualified for a free bonus at Mandarin Palace Casino, as well as Grand Eagle and Lucky Creek.



I have taken the liberty of crediting your Mandarin Palace account with a $50 free bonus. Your Grand Eagle Casino account was credited with a $40 free bonus and your Lucky Creek account was credited with 40 free spins on the video slot game Gems N Jewels.



Please note that there is a maximum withdrawal of $100 on any free bonus or free spins offer.



I can also confirm that you have a withdrawal at WizBet Casino that we will be processing for you so congratulations on your winnings!



Gabby we appreciate your support at the casinos and we will certainly assist you with more free offers in future. Please contact us again if you require assistance.



Have a great weekend.



James Matthews

Genesys Club – Senior Host


Thank You, James and Genesysclub.  You do 'hear' your customers and, I , for one, appreciate that above all else when it comes to online casinos.

Great news Gabby i hope you do well on your bonus . It is good to see when a casino takes notice of a player post and try to resolve the problem .

Glad to see they are on top of things 

*sigh*

Since June 16.... still no payment made to my credit card.  Seems like an awful long wait.

Hmmmmm

Cathy in live chat is saying I 'SHOULD' receive my measly payment of $100 by July 31. 

It was already processed so why the 10 day wait?

Don't mean to be a pain but, come on.

I requested a measly $100 withdrawal on July 16.  Hmmmm 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28.... still not in my account.

I am now being told by Mandy in live chat I have to wait 8 days after the 25th.  Seriously?  A month for a payout???