Thoughts On Online Casino Support

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Last post made 10 years ago by trpschick
LuckyRJ
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Poll - Do you think getting ignored by casino support is acceptable

  • No
    50.00% (7)
  • Yes
    14.29% (2)
  • They should be monitored
    7.14% (1)
  • They should be shut down
    28.57% (4)
Total Members Voted: 14
  • 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

    LuckyRJ

  • 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

  • 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.

    blue


  • 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 tongue

    And i didnt want it to get misunderstood smiley

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

    @blueday - i hear ya smiley

    LuckyRJ
  • 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.

  • 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.

  • 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 laugh_out_loud ).

    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 ).

  • 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 smiley

    anyway more thoughts are welcome smiley

    Thanks for the replies so far smiley

    (maybe casinos will see this thread and try to change the way there casino support works for the better)

  • 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

  • *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.

  • 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.

  • 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


  • *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 tongue

  • *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. 
  • I will just refer to another thread

    https://lcb.org/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





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


    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

    LuckyRJ


      When you have to go say  "this post  is not  about a particular casino" its obviously going to be about a particular casino.  And then the last paragraph about not getting a reply from the manager is about 3dice also.  Like I said 24 hrs after you made a public post asking for Enzo to contact you he didnt.  Now Enzo has to pay the price of your wrath, you now have to expose him.

    Anyone that has any involvement in the online gambling community knows that 3dice has the best customer service. You probably wont have much support on this one.
  • Mods can you please move those 2 replies to its own thread please - because this now takes the emphasis of the purpose of this thread i made away yet again -

    As i said previously - this thread was a GENERAL THREAD - it is for ALL casinos online - I HAVE NOTHING MORE TO SAY

    i am sick to death of every time now i make threads and contribute in this forum i get misunderstood and my posts get bashed.

  • In my understanding, posts are not generally removed, nor really (IMO) do they need to moved to a new thread.
    When you start a thread, you invite opinions and criticisms.
    You directly ASKED about support, and specifically managers, so really, you got in part, what you invited to be said.

    quote:

    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.

    @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

    You can't really expect to post in a public forum (3Dice) then here, and not expect people to make comparisons. Even above you say ALL casinos; last I checked 3dice is a casino wink You said, what about managers; Enzo is a manager.Sorry Rob, you're getting exactly what you asked for.

  • @Dionysus - yes i totally understand that people can criticize sometimes - but if they reply saying this is not the case and that criticism is wrong then they should accept that and move on,

    Also you quoted the "@Zuga message i posted" - well my reason i asked Zuga that was actually because i asked a lot of different casinos to talk to a manager and supervisors on numerous occasions over the last 2 years - so i really shouldn't need to explain in more detail why, - because then people will reply saying i write too much and it *hurts there eyes* so i can not win either way can i, regardless what i post and how i say things.

    My posts will always get twisted and turned which ever way i try and post and that upsets me.

    And i have a valid argument when i posted the link to the misunderstanding thread i created a while ago and it is clear that there is a select few people that always only like to post in threads where they see fault and or see weaknesses and so on - there is a word for that in the online forum world i believe and i think it is not nice

    So this is the last reply i do on these replies, i hope that this thread can be put back to the normal state it was in before that first initial reply i had.

  • Sorry Rob..it doesn't work that way. You post a thread, you get replies. You don't get to pick and choose the responses you get.especially if you don't happen to like the answers you receive. You don't like the answers? Don't invite them..don't solicit feedback.
    And no, I don't buy it. You posted once and didn't get the answers you wanted. So you posted here looking for some form of justification or sympathy from the memership

    Enzo will you please contact me

    you said you would review my account, and you havent got back to me, anna said you would get back to me and you still havent.

    So yet again is this a way to treat customers, just ignore them

    COME ON please reply it is totally unfair this

    i bet this thread gets locked too

    WHAT CAN I DO TO GET REPLYS

    ITS UNFAIR NOW

    DreamRJ


    Ok, so let's say I'm totally wrong, and it's PURELY coincidence that you started this thread right after that. So what? It's moot. You very specifically asked for feedback. Well, you got it! Congrats

  • LuckyRJ -

    It is a public forum and not every reply is going to be to suit what you think their reply should be or agree with you. As i  see it, something upsets you and what you are looking for is support. That is all fine and dandy and the LCB family does have a reputation for being there for members when the chips are down.

    But if it doesn't quite go your way with some of these casinos and they don't honor your request for free chips you tend to take it quite personal. We have all been denied bonuses. It is the name of the game and gambling means winning some and losing some including getting freebies.

    I think the frustration in some of the responses you are getting is that you tend to not let it go and obsess over it like it is a personal vendetta against you. That is simply not the case because as i said we have ALL been denied freebies.

    Whether or not your thread is a direct result of 3Dice or not, it all boils down to you feeling "victimized" and puts you in a negative frame of mind.

    Although some of these responses may seem harsh to you, i would take as tough love because in reality you could be totally ignored and your not.

    Over time we all get to know the members on a fairly good level through the written word. Your not being "misunderstood" you are misunderstanding the casinos, forums and most importantly yourself.

    Not everything we post will get an immediate reply, not every member is going to agree with a post and there is always going to be someone at one time or another that can be rude for no good reason. Been there, done that and its a day in the life of being on a forum.

    Before you reply hastily take a deep breath and think about all this. No one is out to get you but in fact is only trying to keep it real and call it as they see it.

    Maybe then you can be honest with yourself and say "ya know what i do overreact and carry my feelings on my shoulder. And walk away from this with a new perspective that the world is not out to get Rob.

    Lips









  • As i said previously - this thread was a GENERAL THREAD - it is for ALL casinos online - I HAVE NOTHING MORE TO SAY

    i am sick to death of every time now i make threads and contribute in this forum i get misunderstood and my posts get bashed.


    You can keep trying to say its not about one particular casino isn't going to change the fact that its about 3ice. You continuing to say such, shows that you think myself and others must be stupid. There is no misunderstanding.  That's like me calling the mother in law a bitc*, she hears me, and then I say I was talking to the person walking down the road.  laugh_out_loud

    All of your posts don't get bashed.  You have lots of posts that you make good comments on, give good information etc. It's the posts that are self fulfilling or where you complain excessively that end up having  criticism. 

    Like Lipstick said, think before you post.  I know that you are sharp and already know in advance whats going to happen with a post.  You even told me on the direct 3dice post that you knew I was going to respond.  I know you know what was going to happen with this post.
  • I agree there is nothing worse than having an issue while playing and no one to turn to for support! It turns me off and I don't even want to play at there anymore. If they don't care about me why should I continue to spend money at there site?!

  • I think that all departments within the organization need to be coordinated with each other.  You can't tell me that they are not all in the same building or on the same floor of a building.  The finance department of each casino should have a phone # AND a live chat so the player can contact them directly when there is a problem with a withdrawal or a deposit or any other financial issue they may have with the casino.... having to wait for CS to email them or emailing them yourself and then having to wait days for a reply is not acceptable in my opinion.  CSR's are strictly there to try and get you to deposit more than you might have already and to offer bonuses and answer questions regarding the casino and their terms and conditions (which some dont have a clue).  I also believe that Customer Service should be directly connected with the finance department in some way so that when a player has a problem the CS agent can either forward you to the department directly or give you a number to call to resolve the issue.  Having email as the only form of communication is a horrible way to do business, especially when it comes to refunds, payouts etc. 

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