Offended by Intertops Casino
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- Started by
- last active 25 days ago
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- I was in a slot tournament at Intertops Casino. Near the end of the tournament I was "disconnected due to inactivity" even though I was actively playing the 7 minute long tournament.
I am very disappointed and a bit offended by the response I had when speaking to the CS rep. in "Live Chat".
Here is the conversation....
wait for a site operator to respond.
You are now chatting with 'Latoya'
Latoya: Welcome to our live chat service. How may I help you today?
you: yes, hello
you: I was in the middle of playing a slot tournament when I was disconnected with a notice that I had a prolonged period of inactivity
you: I was able to log back in and play part of it, but it was sluggish and I did not actually get to use all of my credits before time ran out
Latoya: We are not having any technical difficulties at the moment. So this was most likely due to your Internet connection.
you: I was playing live at a poker table and I had no lag there. It was not intertops, but another skin on the cake network. I had no lag there
you: This is the second time I have received that message while playing a slot tournament at a RTG site in the last 24 hours
you: I have never been disconnected like that in a tournamet before then
Latoya: I assure you this was not as a result of issues on our end, as we would have received other complaints which we have not.
Latoya: I've also contacted our technical Department.
you: Well there is a total of 5 players registered in this tournament with 4 hours remaining out of the 48 hour long tournament.
you: Considering that I dont find it highly likely you would have had another complaint
Latoya: As advised ma'am. We are not having any issues on our end.
you: Ok, well during a time of which there is an internet connection issue. The reels on the slot game will continue to spin for extended periods of time before stopping, if they stop at all. Like I said I received a message stating that I was disconnected due to a period of innactivity.
you: Before today I have actually never been disconnected from the casino for this reason.
you: Is this something that has been recently changed?
Latoya: As advised, the issues that occurred was due to your Computer.
Latoya: We are not having any issues on our end.
Latoya: If it was the software, it would not affect one game only.
Latoya: And we would have received other complaints.
Latoya: Which we have not.
you: you: Before today I have actually never been disconnected from the casino for this reason. you: Is this something that has been recently changed?
Latoya: I am not aware of any changes being made to the software.
you: Disconnecting a player for a period of innactivity is what I am meaning here
Latoya: No, this is not new/
Latoya: This is a security feature.
you: I am familiar with this feature, I have experienced it at many RTG casinos. Just not at Intertops.
Latoya: It is not a new feature.
you: So that you understand, I am stating that I only experienced this issue during a slot tournament. Since you have so few players in these tournaments, it is possible that is why you have not recieved other complaints.
Latoya: As I stated, had it been an issue with the software, it would not affect one game only.
Latoya: It would affect the entire Casino
Latoya: Hence we would get an influx of complaints.
you: You are telling me that it is not possible for it to only be an error that occurs during a slot tournament? That since the tournament section is separate from the rest of the casino that it may not register that a player is still in the casino and log them out?
you: Do you have a Log of my play and do you have a log that shows whan you have disconnected me during periods of inactivity?
you: *when you have disconnected me
Latoya: What we would have is a Game History, which has not updated as yet
you: So let me make sure I understand this correctly.... You are telling me I am wrong, that the error is on my end, that even though I have never experienced a disconnection like this in 3+ years gaming in RTG casinos while playing a slot tournament. That even though the signs of internet connection problems were not present, nor was the notification normally given when internet connection issues are preventing play. Even though the message I did receive stated that I was disconnected by your end. You have no way to check to see nor do you wish to entertain the idea that it could have been an error on your end. Simply because I am the only person that has made a complaint thus far. Ignoring the fact that you have so few players in the tournaments you have, that it could be an extended period of time before you received any complaints at all from a tournament player?
Latoya: The system takes a few hours to update, unfortunately it does not update right away. The disconnection occurred as a result of you being away from the game to long. Also I did check with our technical Department whic
Latoya: And was advised that there were no technical Issues*
Latoya: If a Technical issue occurs.
Latoya: The entire Casino software would be affected.
Latoya: The disconnection did not cause the issues that you experienced.
Latoya: Also as you said you were playing on other Poker sites a the time, which could have caused the lag you experienced.
you: The issue I experienced was that I was disconnected. The tournament has only 7 minutes of playtime. How could I have been away from the game for too long when the tournaments a setup so that you play them without stopping?
Latoya: The disconnection occurred as you were inactive for too long of a period. This is a security feature that is set in place for your protection.
you: I get that
you: Dont you think that during a tournament with such a short time allowed for play that the system should maybe not disconnect a player in the middle of it?
you: Nevermind the fact that I was not inactive for any time during the tournament I have been referring to.
Latoya: I am sorry, but the system is set to disconnect you if you are inactive for too long, irregardless of what game you are playing. If you are playing a Tournament it is best to stay active at the table.
you: Once again... I was not inactive during the tournament.
you: How long of a period of inactivity passes before the system disconnects a player?
Latoya: That I would have to find out from the software providers.
you: I have to tell you, I am fairly offended that you are so quick to assume with great certainty I am wrong here. When you have nothing at all to prove me wrong. Do you even realize that its possible that the system only disconnects after a ten minute period of inactivity and the tournament is only 7 minutes long?
you: But yet you dont even know the period of time before a player is disconnected due to inactivity?
Latoya: *user*, I will forward your query to our software providers and will get back to you as soon as they send a response.
you: I will post this conversation along with any other information I recieve from you on my casino forums websites
Latoya: May I assist any further at this time?
you: No offense hun, but I can not say you've assisted me at all
Latoya: I am sorry you feel that way.
you: as am I
Latoya: I will get back to you as soon as I have an update from the Software Providers.
Latoya: Thank you for chatting. Good-bye.
you: Well, hopefully the rest of your day wont have a customer that is a big of a pain as me\
you: enjoy the remainder of your day hun
Latoya: Same to you.
I've never been so unsatisfied after dealing with CS at a Casino. I mean should I not feel like I was treated poorly here?
- Replied by
- at April 08, 2012, 19:22:07
- last active 7 months ago
yeah she clearly didn't understand what you were saying..nor did she care about your issue..some CS reps are just reading off responses from cards and God forbid should they ever admit the problem could be on THEIR end..those "inactiviity log offs" are a pain in the *&* and never seem to work properly
- Replied by
- at April 08, 2012, 19:50:07
- last active 1 hour ago
I actually experienced same thing multiple times in the past when playing RTG tournaments. However i never really gone to complain on live help simply because i dont feel they could do anything about it, they obviously from your experience dont have a technical knowledge to even answer your question why is it happening.
- Replied by
- at April 08, 2012, 21:28:26
Also since you mentioned amount of time for the tournament you get, i think its really short. I recently got played freeroll on Enchanted Garden video slot, i kept retriggering free spins untill the end of the tournament, thus leaving 95% credits behind unspent. Even if i dont trigger free spins, i need to spin like crazy to spend all 6000 credits in timely manner on maximum bet. Time given really should be incresed at least slightly.
- Replied by
- at April 09, 2012, 01:18:21
- last active 5 hrs ago
Actually you kept your head really well with her. Congratulations on that. I would have blown a blim I think!
- Replied by
- at April 09, 2012, 01:36:39
- last active 14 days ago
I have experienced being disconnected for inactivity many times while actively playing in a tournament. It is like the tournament lobby is a completely different place from the casino. You go in there and then the casino side times you out as if you are inactive and yes the whole time you are playing the tournament.
What has not happened to me is the disconnect happening before I finish my tournament, but shows the inactivity message just as I complete the tournament. IMHO you are absolutely in the right and they have a glitch in their software that does not see a player while in a tournament and the software providers need to fix it. It is not one casino, but can happen in any RTG casino.
- Check this out, this is a big message to all casino Reps how simple it can be to keep the money coming in. All you have to do is keep players happy.
We have refunded your account the $7.00 Slot tournament entry fee, our software providers have advised the error was a technical error on our end, we deeply apologise for the delay in responding to your query.
If you have any further queries, please contact us, we will be happy to assist.
Thank you for choosing Intertops.eu.
Intertops Poker Support Manager
Call us toll free North America 1-800-819-0919 or 1-877-203-6743
Rest of the world 00-800-4433-4455
Regular line + 1-268-480-3100
Fax + 1-268-480-3110/3111/3112
From "Never again Depositing" to "Likely to Deposit soon". That's this email has done.
All it cost them was $7. $7 that I will likely loose back to them in a very short period of time..
THANK YOU INTERTOPS. I am now a very satisfied player.
- Replied by
- at April 14, 2012, 09:37:54
- last active 14 days ago
- Replied by
- at April 14, 2012, 12:02:32
- last active 2 hrs ago
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