Thoughts On Online Casino Support

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        Hi all,

        Just wanted to do another general thread about online casino support and give your thoughts i also added a poll too.

        So the poll was the main reason for this thread - but feel free to add other things about support - good or bad.

        This is a general Thread Not Relating to any casino in particular.

        I know there is some really really bad casino support on the internet - some the support is never online, or they dont even have live chat - and they dont reply to emails and phone calls and so on, and i think something should be done about these casinos, i really do think we need a new governing body that overseas all online casino and the casino support to make sure they meet the required standards, it would really make a huge difference in the online casino world i feel.

        So getting back to the question in the poll - if a customer contacts the manager for example, they should at least get a reply, not just no reply what so ever - i do find it unfair that casinos can get away with this - please feel free to post your thoughts.

        Thanks

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        kind of a silly poll in my opinion..noone is going to say, yup, being ignored is hunky dory

        anyway

        some casinos have stellar support, some crap..just like any other business out there..they really can't be held accountable..what you do is don't patronize them and use the ones where they treat their customers right..if you don't like the service you receive, play elsewhere

        also, support at the end of day, are overworked underpaid CSRs and managers are damn busy
        if it's important, phone them
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          Of couse the answer has to be no and they should be monitored (and probably are....but not very well).

          There is nothing more frustrating than poor support and like Dionysus says, one should take one's business elsewhere.  I won't put up with any crap from any casinos.  If they don't look after me, I just don't play there.  If I never win, I don't play there.  If they delay withdrawals, I don't play there.

          Good customer support is key to a business and the sooner these casinos realise this, the better for all of us.

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          Dionysus wrote:

          kind of a silly poll in my opinion..noone is going to say, yup, being ignored is hunky dory


          Yes after i posted the poll, i did think i might of worded it a bit silly, i couldnt find any better words for it though

          And i didnt want it to get misunderstood

          i am trying to be very cautious in how i word things i post now

          @blueday - i hear ya

          LuckyRJ
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          With years of experience with various CSR's at various casinos I learned one important thing. In most cases where CSR have no answer for your question or if they cannot help you, they will either ignore you or tell you to e mail them, and in some rare cases even be pretty rude and unpolite.

          I do think they should be monitored, but before that they should be educated better for the job they do.
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          Of course it's not acceptable. I pretty much agree with everything that has been said so far. It is very important how they treat their customers and I know that there are much better ways for them to deal with a situation when they don't know an answer, but for some reason they choose to be rude and defensive.

          If they treat me badly, I surely won't play there any more.
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          In a lot of cases CS agents are trained only to provide basic information. Also it happens that often we encounter a newbie and inexperienced agent.

          What also happens is that these agents change frequently, as it is a very stressful job and many of them don't last long.

          And like dtsweet said they are often underpaid which affects their performance.

          Obviously this should not be an excuse for casinos and they all should offer top notch support.

          But we also need to understand one thing. It just may of happened that CS agent had a bad day ( don't we all ).

          Also the pressure of the job can be tremendous , especially if they are simultaneously chatting to more customers.

          It is a very challenging job, and trust me I know it first hand as I used to be a CS agent for a cell company ( ages ago ).

          But at the end of the day, we all should expect premium service as the customer is always right ( well most of the time lol ).
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          Ok very very great replies, i agree 100% with all replies

          @Zuga - How about managers or supervisors then - many of times i ask to speak to them in the support and they are just as bad as the support staff, they do standard replies and cant deal with the issue either and do standard replies too - the way i see it is this as a summarize is as follows -

          The Online casinos are not selling a product as such, they are merely just there for basic account issues, and this is why i feel they get away with bad support and replies that dont solve issues and get away with ignoring customers on occasions.

          I also feel when managers do reply to emails on occasions they try to find a standard solution that tries to answer the problem at hand but it actually doesnt do nothing, it is still there the issue, and the customers dont get listened too, they just get pushed under the carpet - do you know what i am trying to say

          anyway more thoughts are welcome

          Thanks for the replies so far

          (maybe casinos will see this thread and try to change the way there casino support works for the better)
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          definitely at any given time I would expect to get correct answer from live support.

          From my experience I was given the wrong info many times. For an example when I would inquire about wagering requirements etc.

          And couple of times I was told that WR is one amount, only to turn it to be much more.

          But what I always do is take a screen shot of my conversation, so later on I can back up my claims ( if needed be ).

          And it actually worked couple of times, when they admitted they given me the wrong WR and also agreed that my wagering was completed ( when it actually should have been not , but that was an error on their part ).

          So why I always try to cover all the basis
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          *sigh*..just call a spade a spade Rob instead of dressing it up as a poll. You're pissy because Enzo didn't write you back. I mean you posted in their forum then wrote this, and my 2+2= this thread.
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          I think that live chat is trained to do one thing.........offer a bonus and half the time they don't even know the terms of the bonus. It is a complete waste of time for many with a few that are prompt to respond and are very courteous to help.
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          especially hard when it comes to promotions because CSRs aren't often in the loop; even managers too because it could be a different manager who offered the promotions, a rep, or part of the marketing team
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          Dionysus wrote:

          *sigh*..just call a spade a spade Rob instead of dressing it up as a poll. You're pissy because Enzo didn't write you back. I mean you posted in their forum then wrote this, and my 2+2= this thread.


          Not true Dionysus, this was just a general thread about online casino support.

          i see i got misunderstood
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          Dionysus wrote:

          *sigh*..just call a spade a spade Rob instead of dressing it up as a poll. You're pissy because Enzo didn't write you back. I mean you posted in their forum then wrote this, and my 2+2= this thread.


          L O L,  Yes the OP's poll is very silly, and yes indeed its all about his ban and begging for bonuses at 3dice. I am surprised its taken this long for this to be posted.

          This thread was posted because of the OP being upset at a particular casino.  I understand that one of the lines in the Op's post was "This is a general Thread Not Relating to any casino in particular" which is not the truth.  It is 100% about a 3dice.  I for one am no fool, and I certainly want this thread to be completely transparent so that other members are not taken for a fool.
            The OP has a personal grudge against 3dice. The OP was banned from chat.  He was banned from chat because of bugging support for bonuses.  After the ban the OP makes a post on the 3dice forum, in the Vent your Frustration section on 4/27 ,saying he is being ignored by 3dice. Support responds right on that thread stating all answers to requests cant always be positive.  Basically this whole thing is about being told NO to a request to get a bonus. 
            Seeing some of these complaint threads by the OP I do really believe that support was bothered that much that there had to be a ban. 
            As of 5/3 there was a post in the 3dice forum titled, "Enzo Please Contact me."  So obviously that didn't work and here we are a day later on a forum.  In the threads on 3dice, the OP threatens to put this in the open, so here it is obviously.  I am not a fan of blackmail , it definitely takes away from the spirit of a forum when someone uses these threads for personal gain.
            So that you may judge for yourself and not take my word for it you can go look at the 3dice main website and look at the top that says forum, click on the forum and look for the thread in Vent your Frustration, and the other one in General Discussion, you do not need to have an account with 3dice to read this.
            In conclusion I am satisfied that 3dice has sufficiently responded to the OP.  The customer service manager, Anna, has responded enough from what I see in public saying no to the Op's request.  I am not sure of actual positions but I consider Anna the manager for all issues.  I am not of the opinion that Enzo would really be required to respond above and beyond Anna, and quite honestly the treatment the staff has probably received is probably enough to cut OP off from all communication. 
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          I will just refer to another thread

          http://www.latestcasinobonuses.com/onlinecasinobonusforum/general-discussion/why-do-people-get-misunderstood/

          So again, my thread got mis-interpreted into something it wasn't about - this thread was EXACTLY what it said it was for - Online Casino Support - it was not about 3dice and i will not be saying anything more - if members on this forum want to continue targeting other members and bashing there posts like they do in other forums you are in the wrong forum - that is what another forum is for, not here

          LuckyRJ

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