I like scratching...

[Casinomeister]

Hey, you guys need to let me know if there is a problem contact a casino rep.

Sometimes people move on and their forum account becomes stagnant. Or sometimes they need a friendly reminder to get their act in gear

[Casinomeister]

Hey, you guys need to let me know if there is a problem contact a casino rep.

Sometimes people move on and their forum account becomes stagnant. Or sometimes they need a friendly reminder to get their act in gear

By the way, there are three reps here. Which one(s) did you try to contact?

[vinylweatherman]

Since Ladbrokes are now Meister Accredited, has anyone tried firing a rocket up the *** of the casino contact here?

Direct Hit!!

[Nifty29]

Casino Rep contacted and has been on the site today (before I made contact BTW)

Sorry Brian

[nataliec]

Hi Nifty29 – I am sorry to hear of your issues with our Customer Services and have replied to you through a private message dealing with your specific concerns. I hope that a satisfactory resolution is underway further to your conversation with Tyrone Ruiz this morning.

On a general note, I have been in discussion with our Customer Services to address the concerns of this thread regarding our customer service standards. The information below will hopefully remove any doubts as to the level of service we provide as one of Casinomeister’s Accredited Casinos.

Our Customer Services Manager (Tyrone Ruiz) has confirmed that in November we responded to all emails, 97.2% of them within our service level response time of up to 12 hours.

We pride ourselves in delivering our customers an excellent experience, and as part of this aim to respond to all queries within a reasonable time. If any customers have a really urgent issue, they can of course call us on 0800 032 1133 (International: +350 43003) and get an instant response.

Please note if there are major systems issues then service levels are impacted. However, recently there have been no occurrences of this.

I hope the above information helps alleviate the concerns that have been raised on this thread and we are working to resolve the issues that have been raised.

Natalie

[fraserwpsr540]

Our Customer Services Manager (Tyrone Ruiz) has confirmed that in November we responded to all emails, 97.2% of them within our service level response time of up to 12 hours.

This doesn't sit well with me. I receive automated emails and promotional emails no doubt sent to many people at once, but did not receive a single reply to the three emails I sent in the last week of November. Now, the fact I get automated emails means it is not bouncing on my end. I am even getting reports that the emails I send have been read.

[vinylweatherman]

This doesn't sit well with me. I receive automated emails and promotional emails no doubt sent to many people at once, but did not receive a single reply to the three emails I sent in the last week of November. Now, the fact I get automated emails means it is not bouncing on my end. I am even getting reports that the emails I send have been read.

This means nothing, the same stock report can come from ANY casino. The only difference being how long it took them to "reply to all E-mails". It is clear that there are many casinos who certainly do NOT reply to "all E-mails", but only a certain percentage.
If you receive the automated ones, then there is nothing at your end blocking them (assuming you are not using spam filters). If you receive the read receipts, then this means that they have been received, since this has to happen before someone can read them. If no reply is forthcoming, then it looks like no reply was given. Most likely, the CS bod who read it did not reply, but merely forwarded it to "the appropriate department". This "appropriate department" may not have received it due to internal communication issues, or there was confusion as to who was supposed to reply to the player, so no-one did. Because of the way these support centres work, the original bod who read it has washed their hands of the matter, having passed it on, and does not check to ensure that you have received a resolution.
Occasionally, you get a support centre that is rather better, and you DO get unprompted follow up.
It does not matter how often this subject comes up, support centres always seem to let players down, and then it does not matter HOW good the underlying operation is, the customer has received bad service, and feels let down, and this could lead to the underlying organisation losing that customer to a competitor (who will most likely let the customer down anyway, given how this kind of industry works in general).

PS - how about an emoticon for "resigned to having to put up with......."

[Slotster!]

There's no doubt Ladbrokes are very good in a lot of areas; good promotions, reliable payment processing and a good "household name"... I understand also that a group of this size will have standard response times and target levels...

But 12 hours? To respond to an email? Wow.

If my business did that we'd go bust...

[vinylweatherman]

Yesterday, I didn't get my cracker to play, so I decided to double check the terms to make sure I did play the right slots, as they changed on the 8th to Ho Ho Ho and Gladiators. Guess what - it's gone Nothing, as if the promotion never existed!
It looks like it was pulled on the 7th, before the games changed, but was posted as taking place over the 8th and 9th this weekend with new games.

I was able to find a mention of it in the viper lobby, but clicking on the link gets the error message "promotion expired or does not exist".
This is hugely disappointing, not just it's demise, but the fact no-one even told the web page programmers, let alone the players taking part, and I played two days running in the belief the promotion was running "business as usual".

Support will "get back to me in 24 hours", which meant I could have played yet ANOTHER day to no avail before finding out (which I was about to do when I went to make certain I had not misread the names of the slots needed to be played).

[chuchu59]

The promotion they sent me links to their website which explicitly states that you need to deposit $50 and play $50 on HO Ho Ho or Gladiators to get a cracker. The promotional times are from 00:01 GMT on 8 Dec to 23:59 GMT on 14 Dec.