Ladbrokes live dealer roulette

[sweetdenny]

Hi there has anyone had any dealing with C W C who are the third party for ladbrokes live dealer roulette. I have had a problem with a session of roueltte that i played there 2 weeks ago.

(1) I sit down and play roulette and as i am playing away normally a player comes into the table and types in chat window to the dealer "number 26 29 or 7 please" the game then begins and number 29 comes in when asked in the chat window how much he won he doesent answer and never repeats this request again in the rest of my session. Ok i know the chances of this number coming in are only 12 to 1 but add it to these other events ie no pitt boss around and it seems worrying.

(2) The pitt boss was not responding to another customer who was asking for help as money had dissapeared from his account but he was ignored. This player repeated his requests over and over and was blanked. He was still tryign to get a pitt boss when i left.

(3) I placed a bet which was accepted as normal but when my winning number came up it wasnt credited to my account and just the cost of the bet was returned to my balance.

(4) When they were contacted by ladbrokes requesting a copy of the chat logs they have not sent them to ladbrokes who are still awaiting them. Ladbrokes casino manager has stated anytime they have requested chat logs in the past they have received them the same day. It is now day 7 and ladbrokes are still awaiting a response from them and casino manager can offer me no explanation for the delay.

Now i have contacted ladbrokes casino with all these details but they cannot say when this issue will be resolved as they cannot say when they will receive the chat logs. This is not great customer service at all telling a customer that they have to wait indefinately to get this resolved. This incident has left me with little confidence in ladbrokes casino as the customer service i have received is a joke. Having been promised updates via email or phone call which dont get sent or made.

My question is has anyone else had any dealings with casino webcam or the live dealer roulette.

Ps Cheekymonkey i now understand your frustration at the casino customer service staff who have been useless and sarcastic to myself on the phone. I have had dealing with the poker team and promotions team all who have been excellent. However the casino team ar below par to say the least.

[cheekymonkey]

Originally Posted by sweetdenny

Hi there has anyone had any dealing with C W C who are the third party for ladbrokes live dealer roulette. I have had a problem with a session of roueltte that i played there 2 weeks ago.

(1) I sit down and play roulette and as i am playing away normally a player comes into the table and types in chat window to the dealer "number 26 29 or 7 please" the game then begins and number 29 comes in when asked in the chat window how much he won he doesent answer and never repeats this request again in the rest of my session. Ok i know the chances of this number coming in are only 12 to 1 but add it to these other events ie no pitt boss around and it seems worrying.

(2) The pitt boss was not responding to another customer who was asking for help as money had dissapeared from his account but he was ignored. This player repeated his requests over and over and was blanked. He was still tryign to get a pitt boss when i left.

(3) I placed a bet which was accepted as normal but when my winning number came up it wasnt credited to my account and just the cost of the bet was returned to my balance.

(4) When they were contacted by ladbrokes requesting a copy of the chat logs they have not sent them to ladbrokes who are still awaiting them. Ladbrokes casino manager has stated anytime they have requested chat logs in the past they have received them the same day. It is now day 7 and ladbrokes are still awaiting a response from them and casino manager can offer me no explanation for the delay.

Now i have contacted ladbrokes casino with all these details but they cannot say when this issue will be resolved as they cannot say when they will receive the chat logs. This is not great customer service at all telling a customer that they have to wait indefinately to get this resolved. This incident has left me with little confidence in ladbrokes casino as the customer service i have received is a joke. Having been promised updates via email or phone call which dont get sent or made.

My question is has anyone else had any dealings with casino webcam or the live dealer roulette.

Ps Cheekymonkey i now understand your frustration at the casino customer service staff who have been useless and sarcastic to myself on the phone. I have had dealing with the poker team and promotions team all who have been excellent. However the casino team ar below par to say the least.

I am sorry to hear about this sweetdenny.

Yup, the casino team do seem very stressed out a lot of the time, so now I have a couple of contacts there who I deal with directly. I never speak to the telephone operators, if I can help it. I will PM you their email addresses. They usually work Mon-Fri, so do not expect a reply today.

I don't normally play their live dealer casino. I just can't get my head around it. Even with a super-duper broadband connection, the play and video feed is very slow and sticky. Is it really live?? (I think there is another thread in the complaints section about this anyway).

GL.

[sweetdenny]

Today i got my response from ladbrokes which was that they have been told by C W C that they cannot retrieve the chat logs. Ladbrokes cannot offer me any reason why the chat logs are irretrievable or carry out any investigation regarding the points i gave them that would be shown in the chat logs. They stated that C W C gave them no reason why they were irretrievable other than "for one reason or other the were irretrievable" . Casino manager has stated that there is no more they can investigate and my only other option is to contact I B A S. Has anyone ever used this before what would anyone suugest my next course of action is.

[cheekymonkey]

Originally Posted by sweetdenny

Today i got my response from ladbrokes which was that they have been told by C W C that they cannot retrieve the chat logs. Ladbrokes cannot offer me any reason why the chat logs are irretrievable or carry out any investigation regarding the points i gave them that would be shown in the chat logs. They stated that C W C gave them no reason why they were irretrievable other than "for one reason or other the were irretrievable" . Casino manager has stated that there is no more they can investigate and my only other option is to contact I B A S. Has anyone ever used this before what would anyone suugest my next course of action is.

As far as I remember you telling me, you are a regular casino player at Ladbrokes, so why are they treating you like this?

I'm finding it quite difficult to believe that they are taking this course of action. Usually they will sort ANY problem out, even if they are bit slow in replying at times.

Why don't you take your complaint to a higher level at Ladbrokes? This all seems rather odd to me.

[sweetdenny]

Yes regular player at ladbrokes have been treated disgusting over this. Was told that there was no one higher up in at moment as they were away home fro the day. And even if they were they would say same thing. I have contacted customer support and they are goign to try and get head of casino operation in gibraltar to contact me. But no doubt they will be nine to five so will have to wait until i get the phone call. If i get any news i will update thsi thread.

[Let_It_Ride]

Ladbrokes is my 2nd favourite (favorite to keep our USA posters happy ) casino, you can guess my 1st!

So this is a very disappointing reply and is the 2nd post I've seen about their live dealer games. Even if these games are run by a 3rd party, I think Ladbrokes should take the matter more seriously, so agree with Cheeky Monkey, it's worth trying to take this further up within Ladbrokes.

Keep us posted.

[Simmo!]

Originally Posted by Let_It_Ride

So this is a very disappointing reply and is the 2nd post I've seen about their live dealer games.

Yes i was just thinking that...the other thread concerned a player who saw a card drawn in BJ that was side-on and given to the dealer.

I don't know much about this whole Live-dealer thing yet, but I do know that it's touted as playing a major role in the future of online casinos, with B&M's reportedly looking into it.

At the moment, it sounds like it may have teething troubles, maybe equally due to the pace of technology to be fair.

Sweetdenny: I have a contact at Ladbrokes casino, so if you fail to get a satisfactory response, PM me and I'll certainly ask her if she can help in any way. At the very least this will bring this issue to her attention - not being able to provide chat logs, then closing the issue, is not exactly going to inspire people to try this method of "live" gambling.

One of the major issues with this format is a lack of player logs. In my eyes, it gives any casino that wishes to behave unethically (no suggestion that CWC or Ladbrokes do incidentally) a perfect excuse to do so. And there is no recourse short of videoing the gameplay which by and large, ain't gonna happen. Anyway...treading old ground...we had this debate recently.

Cheers

Simmo!

[sweetdenny]

This gets better and better i called ladbrokes customer service uk and asked what to do if i wished to make a complaint over the way i was treated by the casino managers and that i was still unhappy with them closing the investigation. They said they would ask the head of the casino department in gibraltar to contact me and try to resolve my concerns. I also asked if it wasnt going to be the same person who i had the problem with that was going to call me again. They said no and not to worry about making the complaint.

Well thirty minutes later i get a call from guess who ? the person i wish to comlain about.

Thanks a bunch ladbrokes.

Anyway he tells me if i wish to make a complaint i should contact Jim Falconer who is head of operation for gibraltar. He then goes on to say but he might take a while to get back to you and that he will be difficult to get on the phone as he is very busy with meetings.

Note he gave no telephone number or email address however a member of this forum has given me his email address and i have emailed him so hopefully i will get a response.

I am completely shocked over the way that i have been treated by ladbrokes over this. Regular posters may note i have praised ladbrokes in the past believing that they offer excellent customer service it seems that this is not the case within the casino side.

Being told to either contact IBAS or a solicitor if i wish to get this resolved is not what i expected to happen.

Anyway i will update tomorro with what happens. Also thanks to the member who supplied me the email address.

[nafanny29]

Originally Posted by Simmo!

I don't know much about this whole Live-dealer thing yet, but I do know that it's touted as playing a major role in the future of online casinos, with B&M's reportedly looking into it.

Good point Simmo, I can see the day when all table action will be live just to ease players fears over fairness. Although the games may well carry a higher house edge to cover the extra costs involved I still think they would be very popular overall.

Also im still waiting for the first "live dealer" poker game. I for one would love that!!

[Let_It_Ride]

Originally Posted by sweetdenny

and that he will be difficult to get on the phone as he is very busy with meetings.

it really winds me up when they give out this excuse, there are times when senior management need to take time out and speak to thier customers!

This lack of customer support has shocked me and I would hate to have the same if I was to encounter a problem. I'd be happy to email Ladbrokes as well in support if you PM the email address.

And it would be great if other regular posters and player here do the same.