Casino 33 - Leave me alone!!

[casinojack]

Here seems to be the issue, that i have discovered today...

Some players had many accounts. So though one account may have had been listed as do not call, other had not. i have added one step more to block the numbers in addition to this.

Majority of players have appreciated the call,a nd taken the current offers. If you would rather not have the call, we do right away add you to a do not call list. We take this very seriously.

I have strict instructions to the floor to ONLY speak to the players, and based on the above comment I will try and see who did not follow protocol.

As far as the business practice, we have MANY people who have played the free chips bonus, and calling / emailing them after is how we try to convert them to paying players. Every email has a button at the bottom to be removed from the list, and we keep those lists.

Same with the phone calls, a simple ask to not call and is settled.

[vinylweatherman]

Casino 33 may be the next best thing to sliced bread but I have had it with the phone calls. I have had 5 calls today - 4 of which were 'no one there'. Computer generated as I was told just now. I have repeatedly told them I can't play at their casino because of the download issues I have and they just keep on calling. Last week when they were calling, I finally told them to put me on a do not call list. Guess that didn't work.

As far as I am concerned, this is worse than spamming my emails.

Here seems to be the issue, that i have discovered today...

Some players had many accounts. So though one account may have had been listed as do not call, other had not. i have added one step more to block the numbers in addition to this.

Majority of players have appreciated the call,a nd taken the current offers. If you would rather not have the call, we do right away add you to a do not call list. We take this very seriously.

I have strict instructions to the floor to ONLY speak to the players, and based on the above comment I will try and see who did not follow protocol.

As far as the business practice, we have MANY people who have played the free chips bonus, and calling / emailing them after is how we try to convert them to paying players. Every email has a button at the bottom to be removed from the list, and we keep those lists.

Same with the phone calls, a simple ask to not call and is settled.

It's not a simple matter of a courtesy call to a player, is it.

What about the above highlight "I have had 5 calls today - 4 of which were 'no one there'. Computer generated as I was told just now."

This is a production line process, and you are calling SO MANY PLAYERS that your sales staff cannot even keep up! - shown by "I have had 5 calls today - 4 of which were 'no one there'."

This is not good enough, nor is the current policy of calling unless told not to. Online gambling is a sensitive issue, and even the policy of speaking only to the player will cause issues.
Here's one simple example taken from your current system. 5 calls in one day, unfortunately WIFE answers, but FEMALE rep asks for HUSBAND by name (because he has an account). Wife says "not in", and asks to take a message, but sales rep obeys policy and refuses to leave message, nor state purpose of call. This happens 3 more times, until husband gets home from work, and gets into MASSIVE argument with wife about "this woman who keeps calling all day". Depending upon the dynamics of the relationship, this can be anything from a trivial matter, to a relationship break-up.

The policy should be DEFAULT "never call", but send offers by email. An email can also include an OPT IN to receiving phone calls, but the player may NOT want these calls to go to the "house" phone if someone else in the household might answer (and get the wrong idea).

Players looking for bonus offers are going to be checking their emails, or even logging in to the casino.

If individual players have "many accounts", I am not sure they should be getting all those bonuses, as it leaves the casino vulnerable to "advantage play". Each player should be entitled to ONE bonus eligible account at EACH of the two casinos. It is up to the casino if they will extend this to more than one player per household, as this can be hard to police because frauds sometimes invent spouses or older (18+) children in order to raid the free chips and generous welcome bonuses.

[casinojack]

It's not a simple matter of a courtesy call to a player, is it.

What about the above highlight "I have had 5 calls today - 4 of which were 'no one there'. Computer generated as I was told just now."

This is a production line process, and you are calling SO MANY PLAYERS that your sales staff cannot even keep up! - shown by "I have had 5 calls today - 4 of which were 'no one there'."

This is not good enough, nor is the current policy of calling unless told not to. Online gambling is a sensitive issue, and even the policy of speaking only to the player will cause issues.
Here's one simple example taken from your current system. 5 calls in one day, unfortunately WIFE answers, but FEMALE rep asks for HUSBAND by name (because he has an account). Wife says "not in", and asks to take a message, but sales rep obeys policy and refuses to leave message, nor state purpose of call. This happens 3 more times, until husband gets home from work, and gets into MASSIVE argument with wife about "this woman who keeps calling all day". Depending upon the dynamics of the relationship, this can be anything from a trivial matter, to a relationship break-up.

The policy should be DEFAULT "never call", but send offers by email. An email can also include an OPT IN to receiving phone calls, but the player may NOT want these calls to go to the "house" phone if someone else in the household might answer (and get the wrong idea).

Players looking for bonus offers are going to be checking their emails, or even logging in to the casino.

If individual players have "many accounts", I am not sure they should be getting all those bonuses, as it leaves the casino vulnerable to "advantage play". Each player should be entitled to ONE bonus eligible account at EACH of the two casinos. It is up to the casino if they will extend this to more than one player per household, as this can be hard to police because frauds sometimes invent spouses or older (18+) children in order to raid the free chips and generous welcome bonuses.

I was unable to find why they had been called 5 times...

You do bring up some good points, but there very few complaints from those we speak to, in fact the majority say thanks for the call. We are striving to make each player feel special.

[just play]

Here seems to be the issue, that i have discovered today...

Some players had many accounts. So though one account may have had been listed as do not call, other had not. i have added one step more to block the numbers in addition to this.

Majority of players have appreciated the call,a nd taken the current offers. If you would rather not have the call, we do right away add you to a do not call list. We take this very seriously.

I have strict instructions to the floor to ONLY speak to the players, and based on the above comment I will try and see who did not follow protocol.

As far as the business practice, we have MANY people who have played the free chips bonus, and calling / emailing them after is how we try to convert them to paying players. Every email has a button at the bottom to be removed from the list, and we keep those lists.

Same with the phone calls, a simple ask to not call and is settled.

I haven't had many accounts, just one that I never deposited on. How do I get on this no call list?

His name was Todd and he called from New Jersey at 5:01pm EST.

Same with the phone calls, a simple ask to not call and is settled

How about a simple DO NOT CALL unless asked to call? Instead of pissing people off?

[vinylweatherman]

I was unable to find why they had been called 5 times...
You do bring up some good points, but there very few complaints from those we speak to, in fact the majority say thanks for the call. We are striving to make each player feel special.

THIS is what is so bad about these types of "production line" calling systems. They are designed for high-pressure sales, and the system is programmed to call a long list of numbers, and THEN to return over and over again to those numbers that "fail".
The first 4 calls WERE answered by the PLAYER, but YOUR REPs didn't answer because the system was passing on too many connected calls too quickly. The system then disconnects the surplus, and the recipient just gets one of those rather creepy "silent calls". When it goes round again, it will repeat call these disconnects as well as those where the phone simply wasn't picked up. The unfortunate recipient will be called CONSTANTLY through the day UNTIL both THEY, and one of YOUR REPS connect.
Having the system programmed to run FIVE CYCLES is going to mean there is the chance of FIVE "silent" CALLS being received by a few unlucky players.
The problem with these calls is that it is often impossible to trace the source, since the computer does not read out a message before disconnecting when no rep is available.
There are people who have a GENUINE concern, such as a violent ex partner, or a "stalker", and 4 "silent" and untraceable calls throughout the day can be very frightening to them, to the point where they are too scared to answer the phone at all.
Even WITHOUT the above, receiving a string of such calls often results in the embattled recipient calling it a day, and turning the phone off (something I have done myself in similar circumstances).

[bryand]

Annie, did you not get your computer issue resolved? I have some other ideas for you to try to fix it. I think the problem revolves around your use of an aircard.

Just to put this thread to bed, CasinoJack handled this matter for me. I appreciate his attention to this matter. And no, I'm not shilling for him cause I can't play there because of computer issues.

Cheetahwind, I personally would rather play at a casino that doesn't give huge bonuses but that pays me with no hassle and quickly than one that give huge bonuses and won't pay me. To me that is the difference.

I know nothing about Casino33 so my above statement has nothing to do with them. Just a disclaimer.

[anniemac]

Nope, Bryand. It's the strangest thing cause I can download MG's but not Rivals or RTG. Even downloaded a Vegas Technology one the other day with no problem.

You know, Vinylweatherman, your thoughts on these calls are spot on. Since I was receiving these calls on my cellphone I have the times and the number. Seems like I was on about a 2 hr. spin cycle. I got PO'd and called the # back and of course, got the message # disconnected.

I certainly hope that Casinojack has handled this for me because I tend to get less than pleasant after 3-4 calls.

[amatrine]

Yep the calls have started again here too. The guy Todd was nice and all but my husband works graveyards and is not happy to have that phone ringing and waking him up. Not only that , I play bonus free when I play, unless I am offered a free ND chip, I do not play bonuses. I play what I have as I hate cash out requirements.

[spearmaster]

Just my two cents - any unsolicited call I receive is a 100% guarantee that I will not take up any offer from that company, no matter whether it is gaming or not.

[jas2587]

I sure dont remember when I registered at any casino where they ask for your phone number did they also have a line when is the best time to call you or can we call you yes or no

Cindy

I agree with Spearmaster