AussieDave
Banned User
- Joined
- Dec 24, 2005
- Location
- Australia
Thought I post this as example of what players (VIP or otherwise) should not expect or worse receive from an online casino.
This email was received after a lengthy series of emails that raised issues with Casino Share. Even though all were player related, they were given from my affiliate perspective to my affiliate manager.
Although my aff manager followed the correct procedure and escalated my issues to the relevant Dept(s), what followed is a prime example (least in my opinion) as to why Casino Share can't get its collective sh#t together.
The issues raised were as follows:
Promos not being sent to players.
Phone calls resulting in CSR's not understanding English.
Phone calls being terminated by CSR's (because again from lack of understanding of English).
Email responses & or actions being promised on day X and not be followed through.
From a players perspective these type of incidents are not only frustrating but time consuming. From an affiliates point (IMHO) of view, they present retention issues, that affect the bottom line income. Ultimately though, the damage done reflects badly on the site that promotes the casino, through no fault or wrong doing of the affiliate webmaster.
Reiterating that I sent & raised these issues with my affiliate manager on Monday. The same day I received an email back from the Dept that handles these issues and an explanation followed.
Another email from me to this Dept head followed, with another response received. I was told at that point that the issues would be raised in a meeting the following day (20/01/2009) between the aff manager, my VIP host and this person from Dept X & that I would also receive a response that day.
Well that day came and went with no response.
Today (21/01/2009 towards their close of office hours) I receive an email to these issues. Not from the person I was dealing with, but from my Casino Share VIP manager. (???)
This not only highlighted the original issues but created new ones. Which I may add, are ironic considering these were based on a repeat performance of not following thru with a promised response the following day. To make matters worse, I was then subjected to an obvious attempt to convolute one issue by adding a totally separate incident (casino stuff up) into the current mix.
Of course I responded with a satire of warranted (polite) opinions, facts and other notations.
Well...Maybe someone was tired, didn't engage the head, but I then received an email that was obviously not meant for my eyes!
----- Original Message -----
From: jason
To: xxxxxx@xxxxxxx.com.au ; Lilani | Playshare
Cc: Duwayne | Playshare
Sent: Thursday, January 22, 2009 6:37 AM
Subject: Re: Feedback
Hey Lilani,
Just let him know that you are his VIP, and I only deal with him when you are not around. Makes me seem incompitant in this email. Also, let him know that we had to wait for confirmation from Max, or something to that effect.
As for the phone issues. Let him know that we have taken steps to get a toll free line for Austrlia, and this should be ready in the near future. Also, we have fingered the source of the hang ups, and have also taken steps to reslove this. It should not happen again.
Thanks for this,
Regards,
Jason
-------------
Makes me seem incompitant in this email...You think so?
Right now that would be the least of my worries. Referring to me as him when "Jason" is fully aware of my name, is both disrespectful and honestly insulting.
Given that Jason and I have spoken on numerous occasions, I'm simply mortified by his representation of me.
Not to mention that fact that it's obvious I should not have received this email is the first place.
Is this how online casinos speak about VIP players behind their back. By this email it would seem so at Casino Share.
Not happy Jan
Least to say this screw up has affectively destroyed our business relationship (which was far more than just an aff account) & player account too.
This email was received after a lengthy series of emails that raised issues with Casino Share. Even though all were player related, they were given from my affiliate perspective to my affiliate manager.
Although my aff manager followed the correct procedure and escalated my issues to the relevant Dept(s), what followed is a prime example (least in my opinion) as to why Casino Share can't get its collective sh#t together.
The issues raised were as follows:
Promos not being sent to players.
Phone calls resulting in CSR's not understanding English.
Phone calls being terminated by CSR's (because again from lack of understanding of English).
Email responses & or actions being promised on day X and not be followed through.
From a players perspective these type of incidents are not only frustrating but time consuming. From an affiliates point (IMHO) of view, they present retention issues, that affect the bottom line income. Ultimately though, the damage done reflects badly on the site that promotes the casino, through no fault or wrong doing of the affiliate webmaster.
Reiterating that I sent & raised these issues with my affiliate manager on Monday. The same day I received an email back from the Dept that handles these issues and an explanation followed.
Another email from me to this Dept head followed, with another response received. I was told at that point that the issues would be raised in a meeting the following day (20/01/2009) between the aff manager, my VIP host and this person from Dept X & that I would also receive a response that day.
Well that day came and went with no response.
Today (21/01/2009 towards their close of office hours) I receive an email to these issues. Not from the person I was dealing with, but from my Casino Share VIP manager. (???)
This not only highlighted the original issues but created new ones. Which I may add, are ironic considering these were based on a repeat performance of not following thru with a promised response the following day. To make matters worse, I was then subjected to an obvious attempt to convolute one issue by adding a totally separate incident (casino stuff up) into the current mix.
Of course I responded with a satire of warranted (polite) opinions, facts and other notations.
Well...Maybe someone was tired, didn't engage the head, but I then received an email that was obviously not meant for my eyes!
----- Original Message -----
From: jason
To: xxxxxx@xxxxxxx.com.au ; Lilani | Playshare
Cc: Duwayne | Playshare
Sent: Thursday, January 22, 2009 6:37 AM
Subject: Re: Feedback
Hey Lilani,
Just let him know that you are his VIP, and I only deal with him when you are not around. Makes me seem incompitant in this email. Also, let him know that we had to wait for confirmation from Max, or something to that effect.
As for the phone issues. Let him know that we have taken steps to get a toll free line for Austrlia, and this should be ready in the near future. Also, we have fingered the source of the hang ups, and have also taken steps to reslove this. It should not happen again.
Thanks for this,
Regards,
Jason
-------------
Makes me seem incompitant in this email...You think so?
Right now that would be the least of my worries. Referring to me as him when "Jason" is fully aware of my name, is both disrespectful and honestly insulting.
Given that Jason and I have spoken on numerous occasions, I'm simply mortified by his representation of me.
Not to mention that fact that it's obvious I should not have received this email is the first place.
Is this how online casinos speak about VIP players behind their back. By this email it would seem so at Casino Share.
Not happy Jan
Least to say this screw up has affectively destroyed our business relationship (which was far more than just an aff account) & player account too.