Roulette69 - any playing there?

[Nifty29]

Hey Gang

Is anybody currently/recently playing at Roulette69?

I havent played in a while but they sent me a bonus offer to try out the new games so I took them up - only thing is the new games don't work

Ive been waiting 12 hours for a response which isn't very efficient, and now I've seen this:

Our multilingual team (English, French, Dutch) will be available from 09.00 – 18.00 hrs CET Monday to Friday. If you are an existing customer, please ensure to include in any correspondence your user name. This will help us to answer your question as fast as possible.

...and I'm not very impressed. The live chat has been offline for 14 hours so it isn't looking good. It's not about the money (only $60), it's the principle involved - if bets are taken 24/7 the support should be also.

I very much hope that I don't have to wait until Monday to get an answer, as I would be asking Bryan to re-examine their accredited status as this level of service is unacceptable IMO.

Any feedback would be appreciated.

[Pulver]

Hey Gang

Is anybody currently/recently playing at Roulette69?

I havent played in a while but they sent me a bonus offer to try out the new games so I took them up - only thing is the new games don't work

Ive been waiting 12 hours for a response which isn't very efficient, and now I've seen this:

Our multilingual team (English, French, Dutch) will be available from 09.00 – 18.00 hrs CET Monday to Friday. If you are an existing customer, please ensure to include in any correspondence your user name. This will help us to answer your question as fast as possible.

...and I'm not very impressed. The live chat has been offline for 14 hours so it isn't looking good. It's not about the money (only $60), it's the principle involved - if bets are taken 24/7 the support should be also.

I very much hope that I don't have to wait until Monday to get an answer, as I would be asking Bryan to re-examine their accredited status as this level of service is unacceptable IMO.

Any feedback would be appreciated.

Edit. Didn't see the part about opening hours for CS. Maybe that's why I never got in touch with livechat... Not a fast CS anyway, as it took days to get replies to emails.

[Nifty29]

Well it is now over 24 hours and no reply.

They have a 'support center' system where you can check each 'ticket' that you submit. Problem is, you have to login to check anything, and the login is not the same as the casino login - and there is no way to retrieve your login details unless - you guessed it - you contact support.

Personally, I think it is completely unacceptable for an Accredited Casino to have no customer service between 6pm Friday and 9am Monday.

I also think the support system they do have is so difficult to access that is it almost useless anyway.

So I now have my funds tied up until at least Monday.

I am going to alert the Rep here to this thread , but figure if CS isn't open on weekends then their Rep probably won't be available either.

If this awful level of service is to continue then their accredited status should be reviewed asap.

[rainmaker]

Well it is now over 24 hours and no reply.

They have a 'support center' system where you can check each 'ticket' that you submit. Problem is, you have to login to check anything, and the login is not the same as the casino login - and there is no way to retrieve your login details unless - you guessed it - you contact support.

Personally, I think it is completely unacceptable for an Accredited Casino to have no customer service between 6pm Friday and 9am Monday.

I also think the support system they do have is so difficult to access that is it almost useless anyway.

So I now have my funds tied up until at least Monday.

I am going to alert the Rep here to this thread , but figure if CS isn't open on weekends then their Rep probably won't be available either.

If this awful level of service is to continue then their accredited status should be reviewed asap.

I have never played at a casino where the CS is closed between 6pm Friday and 9am Monday. Sounds a bit strange, when people usually plays more in the weekend.

The closest I can remember is Nordicbet. Their CS is open Monday-Sunday 08:00 - 04:00 CET. That is of course very acceptable (Nordicbet has also one of the friendliest CS I know)

I sent a e-mail to 888.com, it took them 3 days to answer so 24H and no reply for you is nothing

[Pulver]

Nifty: I had the same problem with the ticket system, but I received a reply on the email adress I entered when they finally got around to answer me.

[R69_Manager]

Hello all, I would like to clarify that we have chat and email support from Monday to Friday - 8am to 6pm CET. During weekends there is only email support (8am to 6pm). I am afraid that due to the new games and bonuses there were more emails than usual therefore there was a delay. Normally emails are responded within 12 hours of being received.

In regards to the support system, when you submit an email you will receive an automated confirmation email that contains your username and password to the support site - so that you can check your ticket history.

@Nifty, I apologise for the delay in responding to your email. The issue with the new games was reported to Microgaming. Once we have more details we will get back to you. Thanks

[Nifty29]

Hello all, I would like to clarify that we have chat and email support from Monday to Friday - 8am to 6pm CET. During weekends there is only email support (8am to 6pm). I am afraid that due to the new games and bonuses there were more emails than usual therefore there was a delay. Normally emails are responded within 12 hours of being received.

In regards to the support system, when you submit an email you will receive an automated confirmation email that contains your username and password to the support site - so that you can check your ticket history.

@Nifty, I apologise for the delay in responding to your email. The issue with the new games was reported to Microgaming. Once we have more details we will get back to you. Thanks

Thanks Tatiana

The problem is with the new monkey and Colosseum slots which aren't microgaming afaik.

[R69_Manager]

Hello Nifty,

Right, those are Nextgen Gaming, provided by MG under the Quickfire platform

Will keep you informed.