CasinoShare - Gives Incompitances A Whole New Meaning!

[Mario]

Hi Vinyl,
Please note that yes, we are listening and one of the most important lessons that we’ve learnt is the fact that you can’t just have one dedicated person overseeing such a big player base but need a full dedicated 24/7 support team and services.
Our support and supervisors are being equipped and given the go ahead for granting compensatory bonuses as well as any overdue promotional credits.
As of which, if you’ve contacted the support, your expectations would have been met with a gracious and supportive service as the bonus would have been credited without any questions other than, ‘account number please’.
Yes I can’t deny that our promotional offerings and / or implementations of these offers needs attention, as clearly this is what let us down in your particular situation.
We as a business understand that we need to listen to you, our clients, and that is what we are doing.
We are in the process of relooking all the offers and its complexity ensuring an effortless and seamless process for rewarding your loyalty. At the same time we are reviewing our VIP classification to ensure that it is aligned with player spend.

We are also extending the VIP services by ensuring that there are dedicated VIP teams in the CSC for a full 24/7 service offering. As well improving the exclusive and personalized VIP service we already offer our TOP VIP’s.

We’re also putting our support services department through comprehensive refresher training sessions to ensure an even higher quality service is delivered. More strenuous quality assurance and training programs are being introduced while focusing on upskilling not only our support staff but our VIP Hosts as well.

A respectful culture is being cultivated ensuring that we deliver what we preach and yes maybe it is not happening as fast as what you would expect but Rome was not built in a day.

I can’t agree more with Winbig in that...

The first rule of ANY customer support command post, when you don't know the answer, is to tell the customer/client/player "I don't know, but I will find out for you."

This is exactly the type of culture that we are trying to encourage in our support services and this has less to do with, as Prindi put it, having a South African culture and more to do with wanting to offer the highest Customer Service possible.

But Prindi does speak the truth in that a player should be treated with respect at all times. We will not tolerate any deviations of these traites as this would only be detrimental to the player expectation and experience, both of which are our top priorities.

Only time will tell if we will succeed or not but we will die trying.

Keep on posting as this is how we will gauge if we are succeeding or not.

Best regards
Mario

[vinylweatherman]

Hi Vinyl,
Please note that yes, we are listening and one of the most important lessons that we’ve learnt is the fact that you can’t just have one dedicated person overseeing such a big player base but need a full dedicated 24/7 support team and services.
Our support and supervisors are being equipped and given the go ahead for granting compensatory bonuses as well as any overdue promotional credits.
As of which, if you’ve contacted the support, your expectations would have been met with a gracious and supportive service as the bonus would have been credited without any questions other than, ‘account number please’.
Yes I can’t deny that our promotional offerings and / or implementations of these offers needs attention, as clearly this is what let us down in your particular situation.
We as a business understand that we need to listen to you, our clients, and that is what we are doing.
We are in the process of relooking all the offers and its complexity ensuring an effortless and seamless process for rewarding your loyalty. At the same time we are reviewing our VIP classification to ensure that it is aligned with player spend.

We are also extending the VIP services by ensuring that there are dedicated VIP teams in the CSC for a full 24/7 service offering. As well improving the exclusive and personalized VIP service we already offer our TOP VIP’s.

We’re also putting our support services department through comprehensive refresher training sessions to ensure an even higher quality service is delivered. More strenuous quality assurance and training programs are being introduced while focusing on upskilling not only our support staff but our VIP Hosts as well.

A respectful culture is being cultivated ensuring that we deliver what we preach and yes maybe it is not happening as fast as what you would expect but Rome was not built in a day.

I can’t agree more with Winbig in that...


This is exactly the type of culture that we are trying to encourage in our support services and this has less to do with, as Prindi put it, having a South African culture and more to do with wanting to offer the highest Customer Service possible.

But Prindi does speak the truth in that a player should be treated with respect at all times. We will not tolerate any deviations of these traites as this would only be detrimental to the player expectation and experience, both of which are our top priorities.

Only time will tell if we will succeed or not but we will die trying.

Keep on posting as this is how we will gauge if we are succeeding or not.

Best regards
Mario

I received both a response and credit of the errant promotional bonus from Lilani. This was done instantly, no referral till "normal office hours" needed.

The various schemes are indeed confusing. I am supposedly at Diamond level, and now see in the lobby a COMPLETELY UNEXPLAINED "saver" promotion, with "interest rates" expressed as a percentage, but percentage of what I haven't a clue. It explains the various levels, and their interest rates, but these match neither the loyalty scheme (I am diamond, so presumably based on jewelstones), nor the comp point levels, which are on DIFFERENT jewelstones (I seem to be Onyx there).

At weekends, I often get 25% on the first £500 of purchases. This is the same whether or not I have "opted in" for that month, however, in the text of the 25% on £500 offer, it says I will get "a better offer" if I opt in for the month.

During the week, there is an offer of between 5% and 15% on purchases between £6000 and £10,000. Despite a message to the contrary, the offer bears no relation to how much I deposited the PREVIOUS weekly period. This month, I have NOT deposited Mon to Thurs, yet the offer has varied - since I had not deposited, it should NOT vary above the base level, or indeed be offered at all.

Lilani explained that a "technical glitch" had prevented the automatic credit this weekend, so I will test this NEXT weekend, where it is unlikely an isolated glitch will recurr (statistically speaking). If it does, then you have an underlying problem to investigate. Having CS able to instantly credit bonuses where the system has failed is an important improvement that a few casinos have yet to make, instead refering the player to the "promotions team" that is invariably "office hours" only.

As an aside, Mario should be applauded for not simply "buggering off" when the going got tough, and there are a few casino reps who should show similar fortitude (I may be thinking of one in particular ).

[Mario]

I received both a response and credit of the errant promotional bonus from Lilani. This was done instantly, no referral till "normal office hours" needed.

The various schemes are indeed confusing. I am supposedly at Diamond level, and now see in the lobby a COMPLETELY UNEXPLAINED "saver" promotion, with "interest rates" expressed as a percentage, but percentage of what I haven't a clue. It explains the various levels, and their interest rates, but these match neither the loyalty scheme (I am diamond, so presumably based on jewelstones), nor the comp point levels, which are on DIFFERENT jewelstones (I seem to be Onyx there).

At weekends, I often get 25% on the first £500 of purchases. This is the same whether or not I have "opted in" for that month, however, in the text of the 25% on £500 offer, it says I will get "a better offer" if I opt in for the month.

During the week, there is an offer of between 5% and 15% on purchases between £6000 and £10,000. Despite a message to the contrary, the offer bears no relation to how much I deposited the PREVIOUS weekly period. This month, I have NOT deposited Mon to Thurs, yet the offer has varied - since I had not deposited, it should NOT vary above the base level, or indeed be offered at all.

Lilani explained that a "technical glitch" had prevented the automatic credit this weekend, so I will test this NEXT weekend, where it is unlikely an isolated glitch will recurr (statistically speaking). If it does, then you have an underlying problem to investigate. Having CS able to instantly credit bonuses where the system has failed is an important improvement that a few casinos have yet to make, instead refering the player to the "promotions team" that is invariably "office hours" only.

As an aside, Mario should be applauded for not simply "buggering off" when the going got tough, and there are a few casino reps who should show similar fortitude (I may be thinking of one in particular ).

Hi Vinyl,
Thank you for the feedback.
Please note that your comments been noted and taken in for consideration.
In regards to the issues that you occurred last weekend, I’m glad to see that it has not come up this weekend and that your account was credited without a hitch.
Don’t hesitate to contact me should you run into any trouble.
Best regards
Mario

[vinylweatherman]

Hi Vinyl,
Thank you for the feedback.
Please note that your comments been noted and taken in for consideration.
In regards to the issues that you occurred last weekend, I’m glad to see that it has not come up this weekend and that your account was credited without a hitch.Don’t hesitate to contact me should you run into any trouble.
Best regards
Mario

Confirmed, service as advertised.

I will be testing the April "opt-in" system next week, since NEXT weekend will be the first one of April.

[vinylweatherman]

Well, an unscheduled test of Playshare since I won that 11K!!!!!

Withdrew 11pm my time on 30th March. Been waiting ever since, but today I got a request for documents, well FOUR IDENTICAL requests actually, all with different ticket numbers WTF

I replied to the FIRST one, and ditched the rest. I enclosed the documents requested - picture ID and utility bill, standard stuff I have ready prepared.

Some points.

WHY WAIT TILL THE BLOODY EVENING to request documents, as even though I have responded straight away, I'll bet accounting have all gone home now. Come to that, why wait till THURSDAY evening, why not fire the request out TUESDAY, the day after the withdrawal, so that whilst accouting were dealing with it, I could have sent the documents, so that TODAY they would have been able to make payment, rather than just ask for documents.

Accounting will get them tomorrow, which is Friday, so ANOTHER 3 days possibly wasted due to the weekend (unless they can turn it around in one day), so it looks like Monday at the earliest before they can verify the documents, and send the payment out.

The reply email is on a generic domain "casinoemailsupport" another WTF (considering this is to receive DOCUMENTS) - how can I REALLY be 100% sure this belongs to Playshare, since this is the kind of generic bullcrap domain name that spammers churn out every day. Had I not made a withdrawal, I would have probably considered this a bit "dodgy" because of the reply domain. Surely something like "playshareemailsupport" would have given more confidence.

As for the other tests, NO weekly email from Lilani confirming my status (Diamond every time so far), which is back to something Trezz mentioned "promotions not being sent to players".

This test of service continues. When & how is payment made, and what happens this weekend.

[prindi]

Vinyl, just curious if you don't mind, what was the outcome of this? Thanks for your time in advance!

[Mario]

Vinyl, just curious if you don't mind, what was the outcome of this? Thanks for your time in advance!

Hi Prindi,

I'm sure Vinyl and the other forums users would not mind if I jump in and respond.

Yes, there have been vast improvements but we still have a long way to go.

Credit must be given to Vinyl and all the other posters for your continuous and constructive criticism.

Without it we would not have been able to move into the right direction.
In cooperation with Vinyl and his support we've been able to identified areas of improvement.

With this said we've been plagued with critical and unforeseen errors and technical glitches, to be honest some have been to our detriment.

We're working through all these issues as we believe in offering a world class service.

I do urge that everyone who comes across a concern and or issue do notify us immediately; we love to hear from you good or bad.

Best regards
Mario

[vinylweatherman]

Hi Prindi,

I'm sure Vinyl and the other forums users would not mind if I jump in and respond.

Yes, there have been vast improvements but we still have a long way to go.

Credit must be given to Vinyl and all the other posters for your continuous and constructive criticism.

Without it we would not have been able to move into the right direction.
In cooperation with Vinyl and his support we've been able to identified areas of improvement.

With this said we've been plagued with critical and unforeseen errors and technical glitches, to be honest some have been to our detriment.

We're working through all these issues as we believe in offering a world class service.

I do urge that everyone who comes across a concern and or issue do notify us immediately; we love to hear from you good or bad.

Best regards
Mario

Regarding the 11K test, I received payment that Monday afternoon. Not exactly "first thing", but still Monday.

It seems this was at the beginning of a prolonged issue with Playshare's ISP, and withdrawals pretty much ground to a halt, and crediting of bonuses was difficult. Things were made worse because it seems only back-end functions were suffering, and as far as players were concerned, there seemed to be nothing wrong with the lobby software and connectivity.

Further issues have dogged me throughout April, and these are probably what Mario is referring to.

We will have to see if May and June show better levels of service.

It is not just an issue with CS, but an issue with the automated side of promotional offerings not working as intended, which of course gives CS even more things to deal with, and more opportunities to get it wrong.

[Mario]

Regarding the 11K test, I received payment that Monday afternoon. Not exactly "first thing", but still Monday.

It seems this was at the beginning of a prolonged issue with Playshare's ISP, and withdrawals pretty much ground to a halt, and crediting of bonuses was difficult. Things were made worse because it seems only back-end functions were suffering, and as far as players were concerned, there seemed to be nothing wrong with the lobby software and connectivity.

Further issues have dogged me throughout April, and these are probably what Mario is referring to.

We will have to see if May and June show better levels of service.

It is not just an issue with CS, but an issue with the automated side of promotional offerings not working as intended, which of course gives CS even more things to deal with, and more opportunities to get it wrong.

Hi Vinyl,

How has things been going thus far.

Thanks
Mario

[Mario]

Hi guys,

Glad to see that not always looms and glooms even though the hard times some gems do come out.

http://www.casinomeister.com/forums/...bout-time.html

Best regards
Mario