Bonus Complaint Casino Share - More Stupidity

[AussieDave]

Originally Posted by spearmaster

Let me refer you to another thread which shares a particular similarity to the very last line in your message to the live support.

Using your fuzzy logic I guess you'd consider a solicitor's cease and desist letter in the same vein

As you seem content to nit pick...

Casino Share is an accredited casino at CM. As far as I'm aware you a trusted moderator. With that you bring years of experience in the online casino industry. You've seen the good the bad and the down right dodgy!

Bearing that in mind, and given that the issues pertaining to Casino Share's sub standard customer support has been ongoing for 2.5 years (as shown in my post above), why is that you would hone in on such a comment and overlook the ongoing issues about an accredited casino?

You see I'm not the only one who sees these comments that seem to always pop up when a member/player takes task to an accredited casino. But as always I'm one in a few who stands up and says something about it!

Granted it probably wasn't the wisest thing to add to the live chat...BUT I was frustrated, annoyed and totally flabbergasted that again I was being treated badly by another incompetent CasinoShare CSR.

The fact that people here drop some serious cash; I don't 5 and dime it, at these accredited casino gets overlooked all too often.

When your paying me to gamble with your cash then you've got every right to pass judgement.

But last time I checked I'm gambling with my money and because of that I have a right to speak up about issues that concern me. And for that matter so do other legit players as well.



Cheers
T

[Casinomeister]

Originally Posted by Trezz

Using your fuzzy logic I guess you'd consider a solicitor's cease and desist letter in the same vein

As you seem content to nit pick...

Casino Share is an accredited casino at CM. As far as I'm aware you a trusted moderator. With that you bring years of experience in the online casino industry. You've seen the good the bad and the down right dodgy!

Bearing that in mind, and given that the issues pertaining to Casino Share's sub standard customer support has been ongoing for 2.5 years (as shown in my post above), why is that you would hone in on such a comment and overlook the ongoing issues about an accredited casino?

You see I'm not the only one who sees these comments that seem to always pop up when a member/player takes task to an accredited casino. But as always I'm one in a few who stands up and says something about it!

Granted it probably wasn't the wisest thing to add to the live chat...BUT I was frustrated, annoyed and totally flabbergasted that again I was being treated badly by another incompetent CasinoShare CSR.

The fact that people here drop some serious cash at these accredited casino gets overlooked all too often.

When your paying me to gamble with your cash then you've got every right to pass judgement.

But last time I checked I'm gambling with my money and because of that I have a right to speak up about issues that concern me. And for that matter so do other legit players as well.



Cheers
T

You need to get off your soap box before I kick it out from underneath you.

Number one - Spearmaster is not a moderator here. Hasn't been for over a month.

Number two - you are an affiliate. So to start reaming a casino for some CSR problem, you ought to be trying to help them fix it. If I was Mario, I would have closed your affiliate account for being a dweeb.

Number three - you promote them.

Number four - when is the last time I came to your website, and posted all over your forums about some customer service problems I've had with one of your promoted casinos?

Number five - what's your freaking trip?

[RobWin]

Originally Posted by Trezz

Mario,

And why are issues such as this still happening?

It's not a new thing.

Point in question...I think we can all say that Pinababy69 is a trusted member of this community. On the 29th October 2006 she made the following post and part of this addressed the same inferior support processes that I've posted about on numerous occasions.

http://www.casinomeister.com/forums/...tml#post128442

Lets say 2.5 years have since past and yet the same type of sub standard support is being delivered. Of course I'm going to be a little testy about that as are other players too.

As it was out of your "normal (9-5) business hours"...

When can we expect that your CSR staff are going to get their collective act together?

Cheers
T

It would be nice to hear Mario address these same issues that seem to occur there time and time again and share his thoughts on this regarding their customer support staff, if for nothing else just to keep it real here and in perspective.

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[vinylweatherman]

Originally Posted by Mario

Hi Trezz,
Thank you for your post as prominent as always.

Please note that the bonus been awarded to your account and your account balance is on $50.

As Vinyl has pointed out we’re experiencing issues with regards to our new opt in centre or crediting system which understandably is creating an influx and high volumes of queries.

We do apologize for the inconvenience and currently working on it to get the matter resolved.

Best regards
Mario

Unfortunately, there was nothing to indicate this was a NEW version of the old "opt in" system, but hearing this makes me even MORE disappointed because it seems that a system that used to fail often has been replaced by a NEW system that seems to have the same shortcoming.

There was a short "honeymoon period" where there was no need to opt in, any bonus on offer was credited automatically, and INSTANTLY. This has been working for about 2 months now, and really didn't need to be scrapped this weekend.

BelleRock had a similar kind of opt-in system, and there were CONSTANT failures. They bought King Neptunes casino, which had an opt in system that WORKED!, and they then replaced it with their own, which didn't.

When players suffer such issues week in & week out, they eventually decide the issues are unresolvable, and will lose interest in the casino - there is always another casino out there willing to take the action, and if the player has never played there before, there is no "baggage", so they are likely to be more tolerant of a couple of "teething troubles", and will probably give the new casino a while to show how it performs.

I eventually lost interest in Belle Rock because of constant failures of their opt in system, and their auction game promotion. Their CS was also ineffective in dealing with the issues, forever having to refer the matters to someone who could not be arsed to get back to me

This lead to a situation where the Belle Rock rep WAS CS, and the problems they had seem to be mirrored at Playshare. Mario is NOT CS, yet it seems he has to take on this role often due to the normal CS getting it wrong so often, or when automated systems keep breaking down, with CS not having much of a clue as to what to do.

The failure of a system designed for allocating weekend promotions is a particularly bad circumstance for both player and casino, because it leads to reduced support staff, and NO "office hours" staff, having to deal with a marked INCREASE in problems.

If these issues really have been ongoing for the past 2.5 years, then it is reasonable for any player to consider it likely that things will not be getting any better any time soon under the current regime. Problems that repeat themselves again and again for this long point to failures in upper management, who are responsible for implementing and supervising the changes needed. CS will generally do what they are told, and if they have been badly trained, their actions could well be wrong on a number of occasions.

[vinylweatherman]

Originally Posted by Casinomeister

Eh? I thought your name was Joel?

So I guess with this criticism you've dealt this casino - and its representative Mario, you'll be pulling all of their banners and links off of your sites, right? By not doing so would be a little hypocritical IMO. Or is it okay to trash your clients in public? I wonder what Mario would have to say about that?

I was under the impression that Trezz had already done this over a previous, and more serious, sequence of events.

If a casino property is causing so many problems to an affiliate as a player, then they have the sanction of refusing to promote it, or at least offering "guidance" about how good CS are so that players may make their own decisions.

Trezz - asking for affiliate payments to be made into a casino account is not wise, it confuses things, and with the standard of CS sometimes encountered with Playshare this is asking for trouble. It probably saves Playshare money on processing fees to allow affiliates to receive payments via their casino accounts, but if the front line CS have not been trained as to how to interpret an affiliate payment (it is NOT a bonus!), then it is better to have it done the long way round, and have the $100 go to Neteller, and deposit a different $100 into the casino. This may have resulted in this problem never occurring in the first place, with the $100 getting the bonus automatically as the system would see it as a normal deposit.

By allowing this system, Playshare may be assisting tax evasion, by making INCOME appear to be "winnings from gambling", and this is pretty much what "money laundering" is about. Laundering TAXABLE income through a casino account so that it emerges as NON-TAXABLE "winnings" from gambling.
This would certainly be called tax evasion here in the UK, where affiliate income would be taxable, but withdrawals from a casino account would be tax free since they would be considered to be the result of gambling (winnings from gambling are NOT taxable in the UK).

[Mario]

Originally Posted by RobWin

It would be nice to hear Mario address these same issues that seem to occur there time and time again and share his thoughts on this regarding their customer support staff, if for nothing else just to keep it real here and in perspective.

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In this case I can’t unfortunately say anything more other than an inexperienced agent faced with an unusual request under extreme pressure due to high call volumes as a direct result of the malfunction of the new purchase match opt-in centre.

Unfortunately we’re experiencing some teething issues with the new opt-in centre and currently working on it.

Contact support as they’ll gladly assist you in getting your offer credited or claiming on your behalf.

On the contrary things have changed and these posts are true advocate towards this...

http://www.casinomeister.com/forums/...ogaming-1.html

http://www.casinomeister.com/forums/...bout-time.html

‘‘Originally Posted by PaaskeDKnowUK

But i must say Casino Share has been very friendly , their support and everything. Despite i have not been satisfied that i has taken 2-3 days to get answers trough email. But today i recieve final answer trough email, where they explained a answer from microgaming.

Henrik’’

Looking at Trezz chat I must say that the agent was not given much chance to confirm, resolve and or defuse the situation.

‘’tcsrxxxxxxxx: it was a cash deposit, part from my affiliate payment. If it had not been added to my account, it would have been sent to me Neteller account...Bonus...not...cash yes!!!
tcsrxxxxxxxx: Fine I'll just post to casinomeister.com and let Mario deal with another Casino Share stuff up...’’

Maybe if the agent was able or given the time to inquire the eligibility of an affiliates earnings towards a bonus or promotional offer this would have been a total different post.

None the less we’ve made enormous strides by listening to you our clients and what your needs and requirements are and thus why post such as these gives us even more fuel for the fire and even greater motivation to deliver an effortless and profesional support service.

Are we succeeding in a true customer service sense I believe so but then again all aspects are required to function in order to fully succeed in our customers eyes.

Best regards
Mario

[spearmaster]

Originally Posted by Trezz

Granted it probably wasn't the wisest thing to add to the live chat...BUT I was frustrated, annoyed and totally flabbergasted that again I was being treated badly by another incompetent CasinoShare CSR.

No excuse for trying to use CM as a tool to coerce CasinoShare's CS into changing his mind. In the past I might have overlooked it - but lately it seems every Tom, Dick and Harry uses the possibility of a post on CM as a threat.

This should not be acceptable.

But last time I checked I'm gambling with my money and because of that I have a right to speak up about issues that concern me. And for that matter so do other legit players as well.

You always have the right to speak up, no one denies that. However, I believe veiled threats to CS should not be permitted.

Don't get me wrong - I get frustrated with CS in a number of different areas, not only gambling but banking, for example - I've even sent some "Read my lips" emails - but threatening CS is not right, especially as in most cases they don't have the power to make any changes or exceptions to policy - the correct thing to do is ask for a supervisor, or if not present, ask for the issue to be escalated and let them know that you will be checking in again for an update.

BTW - you haven't been paying attention - I stepped down as a moderator last month because I needed more space. But that doesn't mean I won't continue to voice my opinions.

[mojo]

To be fair, Casino Share or PlayShare has been receiving their FairShare of complaints. On the affiliate side I have been removing their banners.

I also have my own complaints which is a shame because they have the potential to be a great group. No matter what we think of anyones posts or motives, there are problems here.

[Jasminebed]

Mario spends a lot of time here resolving complaints that, for the most part, should have been dealt with by CS.

This leads me to believe that the CS is poorly trained to respond to legimate player issues like bonuses not being correctly implemented.

Poorly trained CSRs will get a lot more flack from players than those support workers who understand the casino's promotions and policies. Frontline support should have the authority to manually credit bonuses when there is a system cock-up. Dissatisfied customers have no one to rant to except staff, and it is very hard on your employees to have the majority of players going off on them (especially when they know the customers have every right to be po'd about an issue). This in turn leads to higher staff turnover, and many new CSRs. Training staff properly is an expensive proposition, and to spend these monies constantly training new people is wasteful.

People who have some authority to make decisions in their workplace are more satisfied in general, and will remain with you longer and become even more valuable employees.

I know that I do most of my online play on weekends...there should at least be a shift supervisor that can handle things a little out of the ordinary, or instruct the CSRs how to proceed in the case of a system-wide error in crediting bonuses.

[zebedy]

also if you get a promo offering a deposit bonus and says it will be credited instantly, it wont,
i deposited and clicked the opt in, nothing happened, so i played out my deposit, still no bonus, got on live chat to see if there was a problem and was told it will probably take 1-2 hours,