Snotty Support.

[skiny]

I’ve been gambling online for years using many different types of software. I’ve made modest deposits and frequent enough withdrawals. I’ve hit a couple of RTG’s Random Jackpots and made a couple of decent withdrawals using 3Dice not to mention several smaller withdrawals. I’ve never made a withdrawal using Microgaming though, not even one.

Every once in a while I like to point out to these casinos that it Microgaming is the only software that’s never allowed me a single withdrawal. I usually do this after I get dumped after about 400 or 500 spins since my last bonus feature. I tell them that it seems like it’s impossible to win enough money using this software to even make a small withdrawal. They tell me everything is fair because eCogra says so and the matter is dropped and life goes on.

So last week I give it another shot and make a deposit at Grand Mondial. I think I actually had my balance up to 60 dollars from 20. That was when the bonus features became nonexistent like always and the next thing I know I’m back at zero. Some things never change.

So I decide to make the usual observation. Over 3 years of so called bad luck which only seems to be an issue when I use this software is getting a bit silly. I click the contact link in the casino. I get a blank window that says “404 Not Found.” I guess emailing is going to be trickier than I thought. I click the live support And talk to a person on the other end for about 5 minutes or so. I get an email address and send off an email. The email is returned 2 days later. The address doesn’t exist. I’d actually forgotten about my little complaint at this point but giving me an email address that doesn’t exist seems a little strange. I go back to live support to ask for a real address. I don’t know. Maybe I’m bored. Well, the conversation starts about the terrible game play for the last 3 or 4 years using this software but it’s a rather frustrating discussion because every single response takes at least 5 minutes after I post a message. Good thing I’m playing at 3Dice in a tournament and have lots to do while this silly window sits in the bottom corner of the screen. Several times I gave up waiting for a response and opened a new chat window to see if I could somehow get a working email address, if nothing else to complain about the terrible response times from support. At this point I’m just being stubborn and the tournament at 3Dice isn’t going well anyway.

I’m starting to get a little pissy with this Christian fellow. If it takes this long for live support to give me an email address to the casino how long would it take to solve an actual problem? I’ve asked for the email address several times with no response. I give up. I still want the email address but I certainly don’t want to play at this casino anymore. Way to go Christian.

Finally after me telling him I’m going to close my account he gives me the email address. I tell him I’m going to email the casino and have my account closed. I’m actually quite angry at this person and his snotty nosed attitude.

This is from our conversation:

Me: You're the blame for me closing my account.
Me: It's 100% your fault.
Christian: Thanks for the compliment.Is there anything further I can assist you with?

Ok. Now that was just rude. And now that I have an email address I can actually email the casino and make a complaint. After sending the email I get back an automated response right away. It looks like this:


Dear Player,

Thank you for your e-mail.

This is an automated response and your inquiry has been referenced as ….

We endeavor to respond to all queries within 2 to 4 hours.

Should you require urgent assistance, you are more than welcome to Click Here for Live Help.


I’m assuming the live help part was a joke.

2 days later still no answer. I’m not sure how infuriating a client into closing his account is considered a complimentary action but the casino must agree with the statement. And I guess the 2 to 4 hours must have meant 2 to 4 hours sometime next week.

Another day passes. Now I’m into the 3rd day. I go back to live help and ask if anyone plans on answering this email. I’m still insulted by the last conversation and would have appreciated the casino’s opinion on this.

I’m told the email was not answered because of a back log of emails. They must really be behind. The email was received 3 days ago. Then I explain the reason for the email. Live support tells me this:

Jose: No, it seems like it has been looked at by senior management, for which we really apologize for the mistreatment you were a victim of! We can assure you that it will not happen again!
Me: And I had to come to you to get this response?
Me: If senior manamagement looked at this and decided I was a victim and mistreated wouldn't you think a response to the email I sent would have been warranted?
Jose: Indeed, and due to our email queue being clogged, it is becoming increasingly to respond to players via email, however our technical department is on it, and by Monday, all is up and running again! We apologize for the inconvenience caused!
Me: Do you really expect me to believe it was impossible for the senior staff of this casino to send an email after reading mine?
Jose: I can really assure you, that indeed they get in touch with customers. And i believe that, even though you have not been contacted about it yet, they will contact you with a formal apology!

The email was sent last Tuesday. I have still received no response regarding the mistreatment that apparently the senior staff is quite aware of although they are able to send automated responses that the emails are received.

Also at the time of writing this my account is still active (7 days later). The original email requested it be closed and according to Jose the email was read.

The second two points in the criteria list for accredited casinos are

Must have a clean history of fairness towards their customers.
Must be able to take care of any player issue swiftly and professionally.

At Grand Mondial I just don’t see it. Having to badger a live support worker for an hour for an email address that the contact page doesn’t provide is hardly fair.

Insulting a client by telling him he is complimented by the fact that he’s the reason I’m closing my account is hardly professional and taking over 7 days to answer an email they are obviously quite aware of or at the very least acknowledging my request to close my account is hardly swift.

I told the casino I was going to write this and offered to include their side of the story 5 days ago but apparently they’re not interested.

Be nice if they were interested in my request to close my account.

[GGW Laurie]

Man that dude was rude Skiny, thats why i stick with the ones i know and they know how to act like real customer support agents should, not some we dont give a damn about what you want and have their keybords stuck up their asses............laurie

[WagerWitch]

LMAO!

Skiny - that's just freaking hilarious - I cannot BELIEVE for a moment that they are still in business...

It's almost as if some teenager got in to mommy's account and pretended to be LIVE support - How funny.

I am totally with you - would have closed that account in 5 seconds - unloaded the casino - and "POOF" never existed in my book.

Good luck on getting an answer - these days most casinos do not CARE about the player... Very few exist that do.

[chuchu59]

I am not surprised at all. Their customer service has always been lousy although Mario has tried his utmost to make amends when necessary.

[4 of a kind]

I would guess that you don't deposit much their. Sounds like a casino that could care less if you ever deposit again with them. You weren't doing good their anyway. Just move on.....

[RobWin]

I am not surprised at all. Their customer service has always been lousy although Mario has tried his utmost to make amends when necessary.

You are absolutely correct Chu, we have read several threads here the past few years about this very issue and Mario always trying to resolve it. I personally don't think Mario is getting the support needed from upper management to implement a real customer service training program there.
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[skiny]

I would guess that you don't deposit much their. Sounds like a casino that could care less if you ever deposit again with them. You weren't doing good their anyway. Just move on.....

It shouldn't matter if I've ever deposited a dime. This is an accredited casino. If support is this lousy and I had no idea they already had this reputation and if 8 days later they still can't figure out how to respond to an email or even close an account, why are they still on that list?

[Nifty29]

I had a kinda similar experience here last weekend.

I took the 40% bonus they offered plus 10 free spins on galaxy slot....got the bonus but not the spins. So, I emailed support and after over 2 days with no response, I contacted live chat.

It was Christian also that I chatted with and, although he seemed to take a long time (I get the feeling he was handling multiple chat sessions which is annoying in itself), he was very polite and did resolve my issue for me - so Im not sure why he was rude to you......you didnt post the whole chat so its difficult to know what actually happened.

I agree that their CS needs some serious work in regards to email responses though.

[Mario]

Hi there Skiny,

Firstly thank you for your feedback as it’s much appreciated.

Yes the guys are bogged down on email but I’m sorry there is no excuse for that particular comment as it was clearly a lack of judgement from the agent’s side or simply frustration boiling over.
However by saying this we will not take comments or attitude such as this lightly as proven many times on these posts and if any of our employees overstep the boundaries we do held them accountable for their actions.

We really are trying our utmost best to work through all these mails and we do appreciate your patient’s whiles we attend to all the queries.

We will respond to each and every request rest assured of that.

I do urge that if anyone ever feels that they are mistreated in anyway and or do not receive the service that they do deserve to please contact me at anytime and I will gladly assist as far as possible.

Please do accept our most humble of apologies and for any inconvenience caused.

Best regards
Mario

[skiny]

I had a kinda similar experience here last weekend.

I took the 40% bonus they offered plus 10 free spins on galaxy slot....got the bonus but not the spins. So, I emailed support and after over 2 days with no response, I contacted live chat.

It was Christian also that I chatted with and, although he seemed to take a long time (I get the feeling he was handling multiple chat sessions which is annoying in itself), he was very polite and did resolve my issue for me - so Im not sure why he was rude to you......you didnt post the whole chat so its difficult to know what actually happened.

I agree that their CS needs some serious work in regards to email responses though.

I didn't feel the need to post the entire chat conversation because I didn't think people wanted to read an hour's worth of "Hello?" "Hello?" "Why don't you just give me the address?"

If I ask for a casino's email address the very next post from CS should be an email address. A correct one. Not one that comes back undeliverable two days later.

If Christian was polite with you that's great. Maybe he took the right medication that day or maybe he was having cramps when he spoke to me. Regardless of the reason nobody in a public service position should be disrespectful to a client. If I rubbed him the wrong way he should have passed me on to someone else or given me the email address so I could end the conversation and contact the casino the way I was trying to in the first place.

Hi there Skiny,

Firstly thank you for your feedback as it’s much appreciated.

Yes the guys are bogged down on email but I’m sorry there is no excuse for that particular comment as it was clearly a lack of judgement from the agent’s side or simply frustration boiling over.
However by saying this we will not take comments or attitude such as this lightly as proven many times on these posts and if any of our employees overstep the boundaries we do held them accountable for their actions.

We really are trying our utmost best to work through all these mails and we do appreciate your patient’s whiles we attend to all the queries.

We will respond to each and every request rest assured of that.

I do urge that if anyone ever feels that they are mistreated in anyway and or do not receive the service that they do deserve to please contact me at anytime and I will gladly assist as far as possible.

Please do accept our most humble of apologies and for any inconvenience caused.

Best regards
Mario

Firstly my feedback on any Microgaming casino is rarely appreciated.

It's fine if you want to issue your apology here in this forum although I have to wonder if I ever would have received one if I hadn't finally gone public with the story 7 days after the original email was sent.

My question remains, how can it be this difficult to reply to an email?
If it's a time issue the time used to respond here could have been used to reply to the original email. If it's a technical issue and you're simply unable to send emails then just log into GoDaddy, purchase a domain called "Grandmondialsupport.com" for 15 bucks, pay the 5 bucks a month and use one of those 2 or 300 free email addresses that comes with the domain. That would have taken 15 minutes. And if it's a server issue then plunk someone down in front of their laptop and tell them to start typing out replies from there. We know the emails can be received because according to Jose the email was read several days ago.

But as it stands 8 days after I sent that email I had to come here to get a reply and my account remains active in spite of the fact that the email requested that it be closed.