Intercasino - What a joke

[cipher]

When I get an Email from Ryan Hartley just last week (after posting on this subject and after closing my Platinum account there at Intercasino) inquiring as to what the problem is that I had with Intercasino some months ago. I've got to consider the fact that Ryan Hartley did not respond to no less than 5 emails months ago tells me one of two things.

1) Hartley didn't chose to respond to (5) emails back then because he didn't feel the need to respond then.

or 2) That Hartley mysteriously never received the emails, and that's not satisfactory in either event.

Have a good one.

[gfkostas]

This is what you need to post if a rep or affiliate ever posts again

Respect is earned it is not given by a virtue of being a casino rep. When you are aware of a problem and you do nothing to expose it you become a part of it.

Oh and tennis balls bad repped me, with the comment ..

"poor form to make such a flippant comment to a rep that has the guts to come here to a public forum and apologize"

LOL you should knew better and I hope you responded likewise .

In a more serious note I didn't know that if someone apologizes we oughta lick their bum for it. NOT!

[happygobrokey]

i've come to realise player and casino have a delicate relationship. inter, mansion, wh etc offer good bonuses and then are told to be given a break on slow email cs. other places have reps who respond here and get cut to shreds based on who they represent.

personally, live chat is the best way to at least have one's question listened to, whether it gets referred to the proper people or not. waiting 3+days for an email wrt one's account is unacceptable. having a live person to handle things and forward complaints 24/7 is the only responsible way to do things, and even terrible casinos have live chat.

if live chat is such a hassle, could we at least enforce a 1,2,6 even 12 hour guarantee for email response time? casinos want our action and we want our accounts available and showing our proper balance. a certain standard wrt bonus wr's is also a huge helper to the average player, which cryptos do fully adequately with the my bonuses tab via ecash-ier.

speedy response keeps everyone happy! a rep could even respond to live chats when a robot can;t solve it via mobile phone or any computer, so not hard to get live chat up and going as standard for any site?? am i off base? i just think communication is key for a fair resolution to any questions/concerns.

[chuchu59]

i've come to realise player and casino have a delicate relationship. inter, mansion, wh etc offer good bonuses and then are told to be given a break on slow email cs. other places have reps who respond here and get cut to shreds based on who they represent.

personally, live chat is the best way to at least have one's question listened to, whether it gets referred to the proper people or not. waiting 3+days for an email wrt one's account is unacceptable. having a live person to handle things and forward complaints 24/7 is the only responsible way to do things, and even terrible casinos have live chat.

if live chat is such a hassle, could we at least enforce a 1,2,6 even 12 hour guarantee for email response time? casinos want our action and we want our accounts available and showing our proper balance. a certain standard wrt bonus wr's is also a huge helper to the average player, which cryptos do fully adequately with the my bonuses tab via ecash-ier.

speedy response keeps everyone happy! a rep could even respond to live chats when a robot can;t solve it via mobile phone or any computer, so not hard to get live chat up and going as standard for any site?? am i off base? i just think communication is key for a fair resolution to any questions/concerns.

I agree that live chat is possibly the best way to handle most issues and many casinos did have this about more than a year ago. However, this service is now not available for most casinos. I just cannot understand why. Is it because of the cost or are the casinos trying to buy time by not having immediate service and this could be akin to pending withdrawals in reversible mode where if irate players do not get answers they get agitated and simply gamble their funds away especially if the queries relate to cashouts.

[johnsteed]

***


happygobrokey

personally, live chat is the best way to at least have one's question listened to, whether it gets referred to the proper people or not. waiting 3+days for an email wrt one's account is unacceptable. having a live person to handle things and forward complaints 24/7 is the only responsible way to do things, and even terrible casinos have live chat.

Yes, even the worst ones in the industry still offer live chat. Eons before I started coming to "Casinomeister.com", when I had assumed that all PlayTech's (minus "BlackWidow"... I always thought it seemed EVIL) were the cat's meow, I figured that only the most legitimate operations offered live chat.

Nope.

Some of the best operations don't, but they should. Seeing how there are enough operations out there who carry live chat, what's holding back the others at this point? This question is directed primarily to the elite operations that exist.


On the other hand, it's funny that some of the worst operations carry live chat. Not only do those running/operating those casinos piss-off their customers with delayed/non-payments, they hire online operators to be punching backs, having to sweet-talk (or not...) their way out of impossible jams. Geez, would I EVER love to be a online operator for "Cirrus", "Joyland", or a "Club Dice"! Fun!!!


chuchu59

I agree that live chat is possibly the best way to handle most issues and many casinos did have this about more than a year ago. However, this service is now not available for most casinos. I just cannot understand why. Is it because of the cost or are the casinos trying to buy time by not having immediate service and this could be akin to pending withdrawals in reversible mode where if irate players do not get answers they get agitated and simply gamble their funds away especially if the queries relate to cashouts.

Great questions raised here! Why not have "live chat"?


Likely scenario...


CR: Hello, welcome to Club Dice. My name is Cynthia, how may I help you?


player59: Where the hell are my winnings from 7 weeks ago?


CR: Sir, can I have your username please?


player59: CRDR00158793... you should know this... we were just chatting and I was disconnected!


CR: Sir, just a moment while I look at your account information.


player59: Whatever! Hurry up!!! We just did this whole song and dance over the last hour. You know my situation.


CR: Sir, it appears that your pending withdrawal funds have been returned to your account for you to play with.


player59: What?! What the hell for?! I jumped through every possible hoop, I read the T&C's forward and backward, it's tattooed on my ass, so there's nothing wrong on my end. Jeeezuz, wtf!!!


CR: Sir, have you tried sending an email with your query to our support staff?


player59: I'm talking to you right now! Why in God's name would I need to send another email to your useless support staff? Huh?


CR: Sir, please send your question to our support via email.


player59: I've already been doing that, 3-times-a-day, over the past 7 weeks. I haven't been getting any responses! None!!!


CR: Sir, please send your query to support@clubdice.com.


player59: Look, you know it's not working.


CR: Sir, I'm on the line with our securities department right now.


player59: Your security department? What the hell for?


CR: Sir, have you tried our new bi-monthly promotion?


player59: 4 Krriiisssakes!!! I just want my winnings!


CR: Make a deposit this Tuesday, and we'll credit you 25% back on all of your losses that same day!


player59: FU, where's my money?


CR: Sir, I'm reviewing your account, and it doesn't show us receiving any emails.


player59: FU again x 10 billion to the billionth power x another 10...


CR: Sir, could you re-send your previous emails. I'm making a note to our tech dpt., so they can have a look at it.


player59: ... x another 1,000!!! They haven't looked at ANY of my 147 emails that I sent out before! How are they going to see this one.


CR: Is there anything else I can help you with sir?


player59: You haven't done one thing to help me yet. I want you dead!!!


CR: Sir, I hope you have a wonderful day!


player59: I'm going down to Costa Rica or wherever the hell you are... and I'll have you murdered!!!


CR: Good luck at the tables!


player59: AAAAAAAAhhhhhhhhhhhhhhhhhhhh!!!


CR: Good news sir, the pitt boss has granted you another bonus of $5!


player59: I just want my $5,000... I'm F'ing crying now you b'ch!!!


CR: There's a 45 x playthrough attached to it and your $5,000 in credit. Best of luck!

Fini

Steed

***

[chuchu59]

What coincidence JS. Two weeks ago, Club Dice gave me $5 free (I havent deposited there in 3 years) and after some reckless bets managed to push it up to $130 and I initiated a withdrawal. To prevent myself from reversing the withdrawal which pends for 4 business days, I uninstalled the casino. Now guess what. For the next 96 hours, they kept spamming me with offers up to giving you 60% extra on a cancelled withdrawal. The final mail went to great lengths explaining why I should reverse the withdrawal and why it is better than to deposit afresh. I resisted all temptation and was laughing to myself. After all, its only $130 but they tried every trick in the book but they did pay right after the pending period. Geewhiz!

JS, you should try Prism Live Chat for an unforgettable experience. They treat you like sh*t and only stop short of swearing at you.

[andyhinckley]

Intercasino>>> fast payment by cheque????

True neteller is quicker but i wanted the cheque to put in my bank account


I initiated a withdrawal on 17th august by cheque... after 30 days i had not recieved it, E-cash support said that they would cancel the cheque then put the funds back into my account, and still waiting for that to happen and no doubt i will have to pay the $1 "withdrawall" fee?

To me that is not good enough.


I had a cheque from littlewoods before within a week

Maybe for me no more inter... even though i only play there now and again

[ace4suited]

I have been hearing a few loud voices rant about intercasino not offering good customer support but I have only had good customer service from them.

I have a problem understanding some of their terms and also misunderstood the withdrawals policy. Anyway i called them up and i dont think i got through directly but someone called me back in 5 min and I got the issue resolved very satisfactorally.

I think people do have unrealistic expectations of what a casino should do and this is just another example. Often issues are not to clear cut. Say someone accuses the software of being faulty. Now there are two approaches to this a) to say we have good software and it is not faulty or b) to look into it. If it is being looked into then this takes a while. This happened and they found in a case above that nothing was wrong. Does this make the casino bad. Not one bit. If a casino dropped everything to give even the most weak of complaints full coverage then how could they ever make money? The crazies out their would clog them up for $$$$$$ in customer support time.


It is hard to predict the expected volumne of issues that support would need to deal with. This month Intercasino have changed their bonus policy and this is clearly going to give them more work than normal. If we were getting dozens of complaints in one month i might get worried but this is really just one or two people getting slow service on individual occasions. Whats more they all get answers even if it took longer than was ideal.

If an issue is complex (requires checking game logs etc) then i think a wait of 2 weeks is quite acceptable. Ideally we want quick resolution but we also want considered resolution and where something is not a case of "oops we messed up" then a short wait for an outcome does not seem unreasonable. If getting the $$ sooner is so important to people then should they really be wagering with it to begin with.

I dont like people slagging off a casino for providing good customer service even if in a few peoples cases it has not been as quick is they would like when there are so many out there that lie, cheat, steal, never reply to e-mails. It just seems rather unfair. If someone wants to withdraw their money from intercasino - thats fine but they probably wont get much better customer service elsewhere.

[henryVIII]

Jane, I thought you were getting this sorted and now Im reading more and more hold-ups.

Waiting since the 17th August for a cheque?

These little things can snowball into big things. Lets get some overtime being paid and some new staff in there.

[happygobrokey]

steed, thanks for the thank, but i hope you'll agree your dramatization was somewhat sarcastic and farfetched. most people will not be asking live chat about a w/d pending 7 weeks. hopefully you're in touch with a real contact with whom you're negotiating after 7 weeks. live chat helps in alleviating login issues, deposit issues, bonus terms, etc. cashing out and any dragging of the feet resultant should be dealt with personally through email with someone who is real and not 'roxanne' or 'henry' from live cs.

ace4, the suggestions wrt play checking and identity verification etc are good, but timely response assists in sating the player's nerves. waiting ~5 days to find out you're being investigated for fraud (usually not stated outright but with noncommital language like 'various identifiers' or 'casino policy') is not cool. the open dialogue, where both parties are in touch regularly is most important. poor response times make the player edgy and degrade further communcation because of emotional overtones.

don't keep the players in the dark and don't cut costs in the cs dept. that's all!

edit: and fwiw, betdirect casino, owned/operated by 32red, on their live chat when i asked about players from canada and deposit options (neteller), was told "32redpoker allows neteller and canadian cards" "likewise 32red casino accepts neteller" "only credit cards on betdirect" even though their cs tolkd me the night before they do take neteller, harumph!