Best and Worst Customer Support for MG Casinos...

[johnsteed]

Hello "Casinomeisters"!

I was curious about other posters opinions about the BEST and WORST customer support teams for all MG casino's. I would extend the list to RTG's, and PlayTech's, but I think the regular names such as Black Widow, Grand Banks, Connect-to-Casino, and various other rogues would just appear. Back on topic, I just want to keep this thread with MG casino's in mind.

If I had to pick THE BEST 3 (which I'll obviously be doing ), I'd take:

- Trident Group
- 32Red
- RoxyPalace

Reasons why:

1) Always prompt replies. Generally (not always) respond in as little as 15 minutes.
2) Friendly. They generally listen to me when I complain or criticize, and don't give me the standardized "percentage payout" press-of-a-button mumbo-jumbo.
3) If I lose, and if I truly didn't do well, I'm generally credited with a decent bonus with minimal playthrough requirements (of course, I could just be lucky as maybe this isn't the standard).
4) They don't push my buttons, and start calling me "sir" when they're trying to shoo-me-away. Sometimes, IMHO, trying to understand the player and listen to them (not necessarily trying to give them a great deal on their next deposit), is the best way to create a friendlier player-casino atmosphere.
5) I never have to re-ask the same questions, because they ACTUALLY read my profile, and are updated on what's going on (eg. withdrawals, bonuses, comps, random questions, ect...)
6) They're good at calling you back, free-of-charge and promptly. Sometimes, lots of time and energy is saved by using the phone. I used to prefer live-chat sessions, nope, not anymore.

My least favorite customer support teams for MG casino's are (or the "Me No Like" list):

- Fortune Lounge
- VegasPartnerLounge
- Bellerock

Now, I happen to love VegasPartnerLounge casino's, because I have GREAT!!! luck there. Despite their ways (online support), I will continue to go as long as I win there. Hey, I suck at 32Red , but their support is great. Don't know how much longer I can keep that up though. But, I ALWAYS have to stay on top of things with these people for payouts. I know that they're a great operation, ditto on Bellerock and Fortune Lounge (despite the spamming and REALLY tight games when using bonuses), but their support teams could all be MUCH better.

For me, VPL NEVER inform me about any query I throw at them. Thus, I never get replies. I've had 3 withdrawals this month reversed without my knowledge (again no emails). Why? Because they threw in a small bonus (w/wagering requirements). Hmmm, they couldn't simply have added the bonus to my accounts without the pending withdrawal credit, 3 days after I made those cash-ins. That sucks, and in my opinion is unethical. For all 3 of these casino's, I always have to re-send information (hmmm, like the evil Golden Palace), I always have to remind them (update) about what my situation or query is about. So, that means about 30 minutes of unnecessary dialogue in live chat mode.

And FL and VPL are notorious for asking me to send emails to their support teams when I'm chatting with them, despite that they generally don't respond to my queries. What's the point of having online support in the first place? For greetings? Just to say hi, what are you up to? How's the weather in South Africa? Or my all-time favorite...

"Sir, the pitboss makes all of the authorizations."
"We'll, I'd like to speak to him/her?"
"He just stepped-out 20 minutes ago."
"Well, if there's no pitboss, who's in charge?"
"Sir, do you have any more question I can assist you with?"

Just to be clear though, I think all of these operations are great, I just feel that the customer support could be better.

I'm curious to hear about what others think, and again, please stick to the theme. That being, MG casino's.

Thank you.

[rudepete]

I have been playing online for quite a while and have dealt with customer service at a lot of different casinos and I just opened an account at Trident a couple weeks ago and I want to tell you they have the absolute best customer service I have ever dealt with. They are quick with answers and quick with fixing anything wrong.
The small deposits I make there last a long time and sometimes I even get ahead enough to cash out. They have great promotions going on all the time and great loyalty bonuses.
Ok Trident, you can send the check to..........ONLY KIDDING
Seriously, I have 3 different Fortune Lounge accounts and their customer service lacks big time. Royal Vegas,Platinum Play and 7 Sultans.
32red also has good customer service but I can't make my money last there very long so I don't play there anymore.
The RTG with the worst customer service is King Solomons, takes them forever to answer emails, actually the only person that gets anything done from there is their affiliate. That just amazes me. I have won there and cashed out,but took them off my computer.
Inetbet is a little long on answering emails or redeeming comps but do pay quickly. Up to 24 hours.
Casino Extreme,of course their live help,when available is great and very courteous, thus I continue to play there but never hit anything big there.
So that is my take on that. Hope it helps.

[johnsteed]

rudepete

Some great answers there rudepete, thank you kindly.

Seriously, I have 3 different Fortune Lounge accounts and their customer service lacks big time. Royal Vegas,Platinum Play and 7 Sultans.

I agree. I hoped for more when I signed-up at these casino's originally. It took them forever to clear me to deposit (ID, at least they did this BEFORE I deposited), and after 2 weeks of constantly sending and re-sending my information, I had to re-explain the situation about how my information was cleared. Big headache.

32red also has good customer service but I can't make my money last there very long so I don't play there anymore.

As said earlier, ditto here. But, I'm going to give it another go tonight. I'm hoping that it FINALLY pays off. They're tops in my book (online support), just no luck.

Casino Extreme,of course their live help,when available is great and very courteous, thus I continue to play there but never hit anything big there.
So that is my take on that. Hope it helps.

I definitely agreed with this at first (IOW, I thought the same thing months ago). I did fairly well on my first couple of deposits, but that was the end of winning. I didn't even see a glance of winning, getting "extremely" unlucky on Aztec Treasure and Ronin (great slots). And while the cash-back bonus is okay, it's instant losses. When you win, the service would be considered "great" because the player is payed promptly. But for me (and my experiences with Henri), when it comes to other questions, I find them to be quite stern and quick to get out of chat sessions (oh yeah, this is an MG thread... sorry ).

Great info though...

[venetian]

If MG software is the same at all casinos...then isn't it all about support? But wait, I love 32RED but agree with you that my deposits are gone in a flash there but I can play all day somewhere else. I find it curious. So is it really all about support or where one can win? Are they mutually exclusive?

[johnsteed]

venetian

So is it really all about support or where one can win? Are they mutually exclusive?

For me, I really have to seperate the two categories. I view it like this. If I were losing at ALL casino's (not so far fetched):

- Which casino was being the best at being able to contact (eg. email/chat/phone) me.

- Who's support team would be the most understanding with the players concerns WHILE trying to make the player feel better (good listeners, and sure, free comps and credits).

- Response time to all queries without an obviously automated standardized message that doesn't necessarily get into any specifics.

- And at the heart of the matter, above all else, how do the operators/reps. make you feel about their casino while you're corresponding with them. That's a gray/grey area I suppose. Maybe I'm a sucker, but whenever I correspond with either 32Red or various Trident Lounge casino's, I walk away (or click-off the window) feeling good about them.

One can win and cash-out instantly at Phoenician, and to most of us, that equates to being great support. I for one, love prompt payouts, but that's not the end-all either. There's got to be more than JUST one criteria to complete the whole definition of what good customer support should be. I can wait 12-24 hours as opposed to 5 minutes IF the benefits are greater at another casino.

Again, I win at other casino's that I don't even list here, but I don't necessarily feel good about their support teams.

[Slotmachine]

Very good topic. Talk about the two most important things a casino can offer - fast payouts and good support. That's it. Reading these comments, I'm tempted to have a go at Trident casinos. Sounds very good indeed. I think I'll give them a try soon.

As for the payouts - how do you suppose you lose at one MG casino and win in another? I don't get it. Just look at their PW&C payout charts. They're the same. It makes no difference whether you play at 32red or VPL casinos. Your chances of winning are the same. Hey, if you want to know the payout% of individual slots, Lasseters/AusVegas is your Casino.

Back to the topic at hand, here's my list of good experiences with CS:
32Red (great support, fast payouts, simplicity, no hassles) this is where I spend 80% of my gambling $$
888.com (+good support, +surprise rewards, -slow payouts -not on Meister's list anymore),
Lasseters (good support, +government licence, +individual slot payout%)

...and bad experiences:
Belle Rock group (lousy support, otherwise OK with good bonuses etc)

My advice to any online Casino newbies: Stick to Meister approved, and FROM THOSE, select the ones with favorable reviews here on the message boards.

Cheers,
SM

[johnsteed]

Slotmachine

888.com (+good support, +surprise rewards, -slow payouts -not on Meister's list anymore)

I used to spend a great deal of money at Casino-On-Net (before 888.com), and I would still be going there if it weren't for their unreasonable and lengthy payout schedules. It was my 1st "home-base" for an online casino for the better part of '01-02. I agree about the nice surprise bonuses. They likely gave me about 20% in surprise bonuses, and they were always prompt in responding to my queries (hmmm, we're supposed to be talking about MG casino's people) .

The part about sticking with casino's that are on the accredited list, I couldn't agree more. This year, I have drifted beyond the approved list (Casino Extreme, Sci-Fi, Classic Casino, Ladbrokes, and Harrods), but I'd say no more than 15% of my total purchases for '05. I think most of us are quite happy to be able to come to this site. I know for me, it's saved TONS of money and time and headaches wasted on some of the casino's I didn't know much about (namely, some of the less reputable PlayTech's and RTG's).

Thank you Venetian and Slotmachine for your insight.

[rudepete]

Bellerock gambling,ie; Riverbelle. Just sent me an email with my name but wrong account number, saying they were replying to my email (which I didn't send )and told me I had depostited $85 (which I hadn't) and wagered (some wierd figure and that I had a $1 in comps in my account. Now how bizarre is that. I wrote them back an email stating they are screwed up and better find the person that actually wrote them. Makes you really wonder.
I have nothing bad to say about 32 red, they are on the ball, customer service is great and courteous but I just don't last there long enough to make it worth playing. If really makes you think, aren't all MG's the same? I would say catergorically NO. I have played at a lot of them and it is not.

[rudepete]

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[tim5ny]

32Red... nuff said!