3Dice - I am beyond frustration

[funeral979]

[Max says: later in this thread the OP says:

I went a little ape shit on the post. ... My apologies, I know you [that's Enzo from 3Dice] are a stand up rep.

So take what's posted below in that context.]

I was really hesitant about starting this thread, but I am beyond frustration so....

For a casino that has won a Best Service award I find my situation a little hard to believe.

A few months ago, I was having an issue getting my account set up and claiming the welcome bonus. Well, I was taken aback by the swiftness with which Enzo was able to help me. I got a reply from my PM in literally about 15 minutes. WOW, I said! Well I am having a different sort of issue now, and as it doesn't involve me making a deposit, guess what? NO SUPPORT! For almost 4 days now I have tried to reach Enzo via PM, via live chat from website, via live chat from casino interface, via email, via his personal email.....NO RESPONSE! I see under the accredited tab it says casino must take care of any player issue swiftly and proffesionally. Well I feel I am being ignored simply because I am not trying to make a deposit. And I know Enzo has been around as he has logged in here at least 15 times since I have tried to contact him. Unless someone else is logging in under his 3Dice name.

Now I can appreciate the fact that my situation may be unique and it requires the managers attention, but I think that 4 days is enough time to acknowledge me?

Shouldn't any player issue be handled in a timely fashion? Not just ones that involve the player sending money to the casino?


It just seems to me that when a casino reaches accredited status that it doesn't matter anymore. They can simply do the minimum required to keep that coveted Accredited title. They have achieved God status....why bother anymore?? Now this doesn't hold true for all of them, but maybe me being in the US my options of the CREAM OF THE CROP accredited casinos is very limited.

Just a few more examples...

Main Street Group- its in their terms so it must be ok....but 14 days for a cash in??? Come on! And no, its not really a joke or for extreme situations...I played there for years and this always holds true!

INetBet- hey, we are accredited! so lets stay just stay in the dark ages and only offer email support. and while we are at it, lets make our email support rude on snotty on top of it...because we can! and dont forget silly terms on tiny insignificant free chips!

Club World- player wins almost 50k, but played a few hands of bj...or was it vp? lets void all his winnings...it was in our terms, I know, we dont need to bend a little or anything, we are CASINO OF THE YEAR!

Rushmore Group- (nothing against Louise) I don't think I need to explain anything here...

Grande Vegas- this casino alone spams me more than the entire Virtual Group combined. This is NOT an exaggeration!


I think you get the idea.

It would be nice to play at a casino with promises of high standards....and actually have them come through.

[Kenny Lingus]

Easy solution - do what I have done....

and stop playing online altogether!

I have not deposited into an online casino for over a year and I haven't missed it.

I do play free chips and poker freerolls, but when it comes to giving these money-grubbing b*stards my hard-earned coin.....

FORGET IT!

I know I deserve better than what they are giving.

[SlotKing]

Does your issue absolutely require Enzo to help you? Anna has just as much authority as Enzo does and she is excellent at being a manager.

Karen, Ellen, Andrea, Jared, Ron, Bob and everyone else can also usually assist. Not everything requires going straight to the top. Big issues I can understand... but Enzo is a very busy man - it shouldn't always be up to him to solve everyone's issues.

I don't think its fair to assume that if Enzo isn't helping you on your issue, that their support is crap - we all know that is not the issue, and an inference to that is unfounded. If you can't get a hold of Enzo, then go another route - ask for Anna's help next time... She would be more than willing to help and will most likely solve the issue as quick as Enzo would.

I hate when people say this kind of stuff and then realize that there was another way to go that would solve the problem just as quick... it makes it look like they are in a hurry and just want to... well... I'll save my personal remarks.

Ask Anna if you can't find Enzo. It's bound to work.

[GGW Laurie]

Does your issue absolutely require Enzo to help you? Anna has just as much authority as Enzo does and she is excellent at being a manager.

Karen, Ellen, Andrea, Jared, Ron, Bob and everyone else can also usually assist. Not everything requires going straight to the top. Big issues I can understand... but Enzo is a very busy man - it shouldn't always be up to him to solve everyone's issues.

I don't think its fair to assume that if Enzo isn't helping you on your issue, that their support is crap - we all know that is not the issue, and an inference to that is unfounded. If you can't get a hold of Enzo, then go another route - ask for Anna's help next time... She would be more than willing to help and will most likely solve the issue as quick as Enzo would.

I hate when people say this kind of stuff and then realize that there was another way to go that would solve the problem just as quick... it makes it look like they are in a hurry and just want to... well... I'll save my personal remarks.

Ask Anna if you can't find Enzo. It's bound to work.

She is online now and so was Enzo abit ago, funny i never have problems getting in touch with them. Anna can do just about as much as Enzo can, thats who takes care of me and does a damn fine job of it, pronto service from any of the staf


Laurie

[Pocketdiggers77]

I've had issues as 3D before and it seems like it took forever for them to get back but I can tell you this. They always get back to me even if it takes a month. I dont sweat it anymore and I usually wait until they get back to me before I start playing again. I've come to realize that sometimes things take time to get resolved at 3D but as long as they explain it or fix it I dont have a problem waiting.

PD

[kakata]

I've had issues as 3D before and it seems like it took forever for them to get back but I can tell you this. They always get back to me even if it takes a month. I dont sweat it anymore and I usually wait until they get back to me before I start playing again. I've come to realize that sometimes things take time to get resolved at 3D but as long as they explain it or fix it I dont have a problem waiting.

PD

I disagree...if I may.
A player wants to play NOW...not when and if ppl answer.
CSs are there to make sure ppl are happy and do deposit....how can someone be happy and deposits if they dont respond???
BTW it didnt happen to me with 3 dice...it did tho with a different casino

[PNWGirl38]

Have you tried calling 3Dice?

They have the best support around.

Maybe you should try calling. I surely wouldn't hang em out to dry here.

I don't think they are trying to avoid you. So not 3Dices style.


Give em a call!

[AudiManinBoro]

Hang on a second here guys. I agree with both sides but correct me if im wrong here but on THIS forum, Enzo IS the point of contact? Right? yes thought so, in this case, he has a responsibility to respond to all enquiries that come his way, not just the ones he wants too. If he doesnt want this responsibility, he should give up his position here and assign someone else. Its realy as simple as that.

[SlotKing]

Hang on a second here guys. I agree with both sides but correct me if im wrong here but on THIS forum, Enzo IS the point of contact? Right? yes thought so, in this case, he has a responsibility to respond to all enquiries that come his way, not just the ones he wants too. If he doesnt want this responsibility, he should give up his position here and assign someone else. Its realy as simple as that.

He may be the point of contact, but if the man is busy with other issues (and he is), it might take some time for him to get around to everything.

If he logs in here, and then leaves after a little bit, it is very likely he is getting his PM's, copying them down, and leaving so he can do his research on the issue with the reps (or with the games, etc.).

I'm sure it's really not that hard to figure out. Give him some time. I assure you he will get to you. Instantly, maybe not. But a couple days is warranted.

[tuollesMC]

He may be the point of contact, but if the man is busy with other issues (and he is), it might take some time for him to get around to everything.

If he logs in here, and then leaves after a little bit, it is very likely he is getting his PM's, copying them down, and leaving so he can do his research on the issue with the reps (or with the games, etc.).

I'm sure it's really not that hard to figure out. Give him some time. I assure you he will get to you. Instantly, maybe not. But a couple days is warranted.

I'm going to pitch in here and support the above statement.

And I'd also - if the OP doesn't mind - hearing what exactly this issue is that ONLY the manager can deal with?

It is my experience that my infinitely more valid issues than the mountain of not-invalid or silly but very much non-urgent and not tangibly worth the CS expenditure which is tied up by new or inexperienced or [let's face it, idiot players - and I am NOT of the opinion the OP is on any of the these, I'm just about to make a point]...it is my experience that, far too often from a commercial standpoint if nothing else, CS is burning their time fielding ND chip questions from non-depositing or new players...whilst I'm patiently waiting for an hour or w/e to ask about perhaps a bug that double charged my NETeller for a large amount [actual recent example] or querying why Blackjack is paying out at 1:1 [hypothetically]...

And whilst I stress that playing with ND chips or playing small stakes recreationally is actually FAR smarter than "high roller" stupidity - too often players I think forget the fact that this is commerce. And too often online casino CS loses valuable customers with no sense of prioritising.

I had an issue today at a casino where I'm stuck 80k or so mostly running horribly but some real retardation in there - of course. But the point is - if you were running a casino, and a customer who had deposited 80k and withdrawn 5k in a 3 month period, would you [the fact I was on Live Chat over a very serious concern was not known to them but it shouldn't be relevant obv]...would you allow their experience contacting CS to look like this:

Chat start time Apr 1, 2010 4:59:42 PM EST
Chat end time Apr 1, 2010 6:22:10 PM EST
Duration (actual chatting time) 01:22:27
Operator xxxxx
Chat Transcript
info: Please wait for a site operator to respond.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: You are now chatting with....

This is incompetence and gross levels of self-noose, and with apologies to all the smarter folk than I who are not as commercially retarded and therefore as 'valuable' [trust me, only a MORON would be 'proud' of such shameful 'value'] to a company like an online casino - the fact that I know 100% that I'm waiting for 40 minutes purely because a flood of non-depositing players are discussing the finer points of whether they think their ND is fair or not [whilst I am owed many thousands from a big casino error]....I dunno, I guess I just want to remind players that at the end of the day, commerce is commerce. If you feel Enzo is avoiding you, without knowing one thing about you, I'm willing to put a huge amount of $ on the fact that either he's just too busy for your concerns [however valid they may be, they might be a commercial priority]...or on the fact that your concerns are completely invalid and there is no point endlessly going around in circles on them...

Again, I don't know squat about you or your concerns obv. But your post, although you seem to be otherwise fairly bright, definitely scream a lack of understanding of commerce [at least, that's thy it appeared to me on first reading....]

I get to the end of this rant and I am not really sure what I'm trying to say. i guess basically that players and operators so often run their CS with gross inefficiency. And before calling to arguments such as "every player concern must be responded to quickly", I would first like to see a personal assessment of the validity of that concern.

I have far more valid concerns than ANY casino on the Accredited list could even answer or be expected to answer truthfully - so it's not exactly effective a term [ in any case].