Fortune Group

[Trezz]

I'm not real happy

Over the past weekend I'd played email ping pong with their CSR's and eventually it got esculated to the Floor manager.

The guts of this was about a bonus.

I don't like posting publically, I much prefer to try and sort this out myself. However having sent PM's to FG's contact here and not receive one repsonse my patience has growth thin.

Epsecially after receiving this promo just now:

"Here's a fresh offer for you from Fortune Lounge. We appreciate your loyalty and would like to offer you this 20% bonus on your deposits."

BS if you appreciated my loyality you'd treat better than you have!
I'm not a VIP but have reach gold status in one month, so in my book that's got to account for something.

This lack of response it not good enough, it's not acceptable and it's definately something I wouldn't expect from such a casino group.

[Simmo!]

There was something else along these lines recently - ah yes, the Phoenician thread: moving to Casino Rewards.

I'll restate my opinion, for what it's worth. I think there is a correlation (I'm generalising) between the quality of support offered to players and the number of casinos handled by the support centre. Not surprising - happens in any business that expands and underestimates the scalability required.

But Belle Rock and Casino Rewards - two other large groups - suffer a similar problem. Casino Action, in my mind, seem to be the exception as things stand. However, from my recent conversations on the matter with representatives from both BR and Fortune, it seems like they have finally realised that maybe the number of brands they try to support affects the players to such an extent, that scaling down is the sensible option.

Both groups are losing brands in 2006, and I think - hope - as a result we will see an improvement from now on in. Time will tell...but rather than just hearing "the right noises" we've become used to over the past year or more, there finally seems to be some actions.

Fingers crossed...and I know it doesn't help you now Trezz - sorry

Cheers

Simmo!

[suzecat]

Originally Posted by Trezz

I'm not real happy

Over the past weekend I'd played email ping pong with their CSR's and eventually it got esculated to the Floor manager.

The guts of this was about a bonus.

I don't like posting publically, I much prefer to try and sort this out myself. However having sent PM's to FG's contact here and not receive one repsonse my patience has growth thin.

Epsecially after receiving this promo just now:

"Here's a fresh offer for you from Fortune Lounge. We appreciate your loyalty and would like to offer you this 20% bonus on your deposits."

BS if you appreciated my loyality you'd treat better than you have!
I'm not a VIP but have reach gold status in one month, so in my book that's got to account for something.

This lack of response it not good enough, it's not acceptable and it's definately something I wouldn't expect from such a casino group.

UGH! Trezz, this is the pits and you deserve better. Hopefully the CM will read this and alert the rep (if he hasn't already done so.)

[Trezz]

Simmo! & suzecat,

Thanks for the support it's appreciated

I'll also go onto say that I feel you've hit the proverbial nail on the head Simmo!

Until such time as these large groups realise that it comes down to providing top notch A+ support <not generic BS from generic support centers> everything else fades into obscurity, imo.

Basically what I'm saying is no one should have to resort to coming to a forum to achieve what should have been taken care of in the first instance.

Cheers

[pacers31]

Hi all,

I'm sure this happens to just about everyone, and while I know it is simply a matter of deleting the offer and moving on, I just wanted to vent about these "incredible, not to be missed" offers I receive via email for the free play promos. Received one from Platinum Play (Fortune Lounge) today that offered $200 free money to play with. Of course I already had an account with them, so the offer was disallowed for me. Why do they bother sending these emails when all it is going to do is piss me off when they inform me that I am ineligible for the bonus because I already have an account?? Live chat told me that it was sent by an affiliate. Don't the sites advise the affiliates about who is already a customer before they send these offers out?? Mass emails to people who are going to be denied the bonus offer anyway only builds anomosity toward the site. I know they say any publicity is good publicity, but in a business like this where competition is so keen, I don't understand why they would want to create a problem for themselves.

I know it is a minor thing, but it's sort of like waking up christmas morning and finding presents with your name on them only to be told that they aren't yours. I removed myself from the list, but it just seems like bad business to me. Any thoughts anyone??

[Simmo!]

Originally Posted by pacers31

Live chat told me that it was sent by an affiliate. Don't the sites advise the affiliates about who is already a customer before they send these offers out??

Firstly, a casino never discloses its player base or any personal details, email included, to an affiliate. Even the players an affiliate may have sent to that casino. So any affiliate spamming is done from a) a list that affiliate has built up or b) from a list purchased elsewhere. May just be coincidence that you had a Platinum Play account and the spam was for a bonus at Platinum Play.

Regarding these "ineligible offers" that keep coming up (not just at Fortune incidentally), here's my guess as to what is happening. A casino has a big player database and probably develops "filters" for offers. IE: send this bonus email to every player who has deposited $500 but not played for two months. Only possibly they complicate it a bit, and possibly that includes players they don't want to encourage, for whatever reason.

So essentially, their filters aren't 100% accurate, and the decision is that rather than spend a millenium hand-picking or removing those required/not-required, we'll send it anyway and deny at the point they come in. Probably far more cost-effective and simpler, albeit with an overhead. Plus the fact these players aren't required, probably means if they piss them off it matters less.

Cheers

Simmo!

[fortunelounge]

The decision regarding Trezz's bonus was shortsighted and the service he received was totally unacceptable. I am currently dealing with both these issues.

I received Trezz's PM and was unable to respond as I was not available. I did, however, send him an apology this morning and comped his account with an appropriate bonus.

The fact that Trezz dealt with a relatively new agent is, however, no excuse and this incident has showed that we still have a way to go in terms of providing excellent service.

VP Operations
Fortune Lounge

[Trezz]

Hi,

I'd just like to say that fortunelounge has contacted me and this issue has been sorted out extremely well.

Thanx



Trezz

[pacers31]

I get what you're saying Simmo, still leaves a bad taste in my mouth. I just don't like getting an invitation to a party, then being denied entry when I show up. If the offer is only for those that don't have an account why send it? For that matter, why would they send any offer like this to anyone already a customer?? That seems like a waste of time for all concerned.

[Simmo!]

Originally Posted by pacers31

I get what you're saying Simmo, still leaves a bad taste in my mouth. I just don't like getting an invitation to a party, then being denied entry when I show up. If the offer is only for those that don't have an account why send it? For that matter, why would they send any offer like this to anyone already a customer?? That seems like a waste of time for all concerned.

Agreed. But I guess it boils down to being "more cost effective" for the casino to do it this way...assuming I'm right of course Albeit with an element of not seeing the woods through the trees thrown in!