There are some casinos that will go that extra mile......

I just wanted to share a very positive experience with all of you and get your storied of excellent CS or any positive experience that you have had with any casino that you deposit at on a regular basis.......The other day I deposited $50 at Seven Sultans and lost it in like 10 minutes. Things just did not go well, but then, from the talk on the board no one else has been having any luck lately either. So after losing, I uninstalled the casino (which I normally do because I do not like having the space taken up on my laptop), anyway, within a few hours I received this email:

Our system has indicated that you have removed our software, from your computer.

If it is not too much of an inconvenience, may I please request that you inform us why you have decided to do this?

Are you possibly experiencing technical difficulties, that we could assist you with? Or are you possibly, not satisfied with your experience with us so far?

If there is anything we can do to assist you, please let us know and if you have any suggestions on how we could improve our player’s (i.e. your experience) with us, please feel free to send these to us.

I look forward to hearing from you soon.

Kind Regards,
Harry

Casino Support

Please do not hesitate to contact us should you require further assistance.


Ok so I replied to his email with this response:
 
"I have deposited many many times and am a regular player, however, lately your games have been playing extremely tight and I find that any deposit that I make lately is gone in a matter of 20 min or less. I do not expect to win every time but it would be nice if I could get a least a little more playing time for my money! I play for the sheer enjoyment of playing and if I win great and if not that is ok too, but the point is that I would rather play somewhere that is going to afford me the opportunity to play for a lot longer on my deposit than what I am getting with your casino. I appreciate your inquiry and will possibly consider your casino again sometime but at this time it is not financially beneficial for me to continue to deposit at your casino. I do enjoy your games and do wish that there were a free chip every once in a while or some kind of freebies here and there like free spins or something. Thank you again."
 
Sincerely,
 
Tracey G*****

Then he emailed me back with this reponse:

Hi Tracey

My name is Harry.

Thank you for contacting our support desk at the casino.

Tracey, I had a look at your account for the game play that took place and to be honest, you are doing quite well. You pay-out ration is currently sitting on 97%. To give you a quick indication on the game that you played:



Games that you did not do so well in would include:

The Adventures of Galactic Gopher

Good to Go

Reel Strike

Harveys

Good to Go



Games where you actually went up on us would have been:



Bonus Slot - The Grand Circus

Bonus Slot - What on Earth

Feature Slot - Jungle Jim

Slots - Winning Wizards



My pit boss agreed to credit your account with $20.00 if you want to give it another try, and on top of this, I see that our marketing company has a deposit match offer on your account for you. The offer is as follow:



You will receive a 20% match bonus on deposits you make from the 8th to the 12th of April 2009, for deposits up to $400.00. This is a maximum bonus amount of $80.00 that you can take advantage of. The bonuses will be automatically credited 1-2 hours after the deposit was made.



I hope that this mail is somewhat informative. Thank you for your time and patience in this regard and I hope to her from you soon!



Reminder: Please can you add our e-mail address to your  “Contacts list” in your mail box. This way we can make sure that you will be receiving all the e-mails being sent to you from the casino so that you will not miss out on any exciting promotions.

Please contact us on the following numbers for further assistance.

Thank you for playing with us.

Kind regards
Harry

Casino Support
Where The Player Comes First

So I then replied back again:


Harry, I wanted to say Thank you.  Although I did not expect to receive any type of compensation (that was not my intention), I do appreciate the gesture. I appreciate the fact that you showed that you care about your customers! Thank you again!

Tracey G.

And Finally he sent another email:

Hi Tracey

This is Harry again.

Thank you for the reply you have sent me.

Tracey, not to worry, I did not look at your mail as if it was a request to receive compensation. To be honest, we do get some of those, an your e-mail came across more as a concerned customer, who was bit unhappy. And this is why we are here, to provide a service. After all, we do promote entertainment at our casino, and if you are not entertained, then it is concerning to us.

But to answer your question, The bonus was offered on your 7Sultans account. I have allocated the bonus to your account already and it is there ready for you to make use of.

I hope that thing will turn around for you with your game play. Again, thank you for your correspondence, and best of Luck!

Reminder: Please can you add our e-mail address to your  “Contacts list” in your mail box. This way we can make sure that you will be receiving all the e-mails being sent to you from the casino so that you will not miss out on any exciting promotions.

Please contact us on the following numbers for further assistance.

Thank you for playing with us.

Kind regards
Harry

Casino Support
Where The Player Comes First



My point in all of this is if you are unhappy with the casino for any reason, kindly express your concerns without demanding or expecting anything. 9 times out of 10 they are going to address your concerns and try to make things right. They want you to be happy and retain your business. Harry went out of his way to address my concerns and was more than accommodating in trying to retain me as a player in his casino. I love that casino and play there all of the time and was very surprised at the amount of time he spent and effort that he took to make sure that I was going to be happy. Be nice to these casinos guys, especially if it is somewhere you play and deposit at regularly. If you have a problem let them know and I bet that they are going to go out of their way to make sure that you are happy.

Tracey G 

Wow...That is some post. I was glad to hear you had that kind of luck with the casino you listed.  I on the other hand have never had that type of luck. I become a good depositor with several, and go thru what you described so perfectly as looking for entertainment, yet they never contact me after I uninstall them. Guess they were not a good casino to start with.  Thanks for the post.          PMM2008

woww, great story.  I like Microgaming slots also, but I just can't survive long by $50 deposit there.  I should do this with royal vegas, lol.  But this is great customer service.

That is what i call customer service. I am glad you posted that. They should get the recognition for great PR. We can be so quick to post about casinos that we are unhappy with,  but don't always take the time when service is superior.

Excellent post...thanks for sharing.


Lipstick

After reading trpschick post I took it upon myself to e-mail Platnium play and tell them I too was a bit disappointed in the "entertainment value" of the casino.  They wrote me back, as they did her and wanted to assure me I am important to the casino and they credited me a Free $15.  Thanks for the post Trpschick, it worked for me too.  I make regular deposits there and it is nice to have them take notice of you.  PMM2008