Is Grand Vegas live support ran by bots?

WolframBeta

Banned User - multiple forum accounts - troll - no
Joined
Mar 19, 2014
Location
US
Is Grand Vegas live support ran by bots? I mean might as well. Just read his/her responses.

Please wait for a site operator to respond.

You are now chatting with 'Kerrie '

Kerrie : Welcome to our live chat service. How may I help you today?

Me: Hello, I'd like to ask about table limits

Me: seems kinda low compared to most other casinos

Me: such as blackjack, 1-50

Kerrie : I will be more than happy to assist with your query.

Kerrie : Our casino software has been tested excessively while playing millions of hands, to make sure that it is a random game.

Me: ??

Me: I'm asking about table limits

Me: I know your games are random

Kerrie : I cannot provide you with this information.

Kerrie : Each game has been a different limit.

Kerrie : You can correct the game menu for each game.

Me: So how come the table limits are so low

Me: and is there any way to change that

Kerrie : May I have an example of the game you are referring to?

Me: blackjack

Me: table limits are 1-50

Kerrie : These are the limits for Blackjack.

Kerrie : It cannot be changed.

Me: ok, thanks

Kerrie : You're welcome.

Chat session has been terminated by the site operator.

Good luck convincing me this is a real person.

Anyway this alone didn't tick me off to the point I'm making this thread. What angered me was later I stumbled upon a page on the grande vegas site and realized the customer support was lying.

To qualify is simple, start playing now and enjoy all the VIP benefits at Grande Vegas:
Exclusive $100 no-deposit bonus upon first entry to the Grande VIP Club
A sizzling high deposit bonus after your first 35 days in the Grande VIP Club
MORE comp points for every wager!
Higher table/wagering limits
Unique bonus offers each week!

Ohh so apparently VIPs have higher table limits? Nice job telling me the table limits can't be changed. Nonetheless the question is still partially unanswered: How much higher exactly are the VIP limits; Are there other ways to increase table limits

How did this casino get accredited. I thought CM tests all the customer support chats himself before accrediting a casino.
 
At this point my questions are not as important as bringing public attention to Grand Vegas using bots for customer support.
 
At this point my questions are not as important as bringing public attention to Grand Vegas using bots for customer support.

I have talked to Grande Vegas support dozens of times over the years (most recently a couple of weeks ago) and I have always gotten a real person not a bot. Perhaps the live support rep is not a native english speaker and didn't quite understand your query. I suggested you talk to the rep so they can confirm their live support chat personnel are real people and also to get your questions answered regarding table limits.

Cheers:thumbsup:


Edit: I can verify that Grande Vegas does not use bots for live chat. The rep I just talked to on live chat is probably still laughing:)
 
No, I am pretty sure it actually was a human being. The only place I remember where Live Chat is clearly ran by bots is iGlobalMedia Group (50 stars, Scasino, Casino King...). And it only applies to the chat popping up from the home page when you keep that page open for while and don't click on anything. I just checked and the bot is still there


Laura says: Hi there! Please don't go yet. I'm here to assist you. I can offer you a special bonus...
Laura says: Still here? Click here to download and get the bonus.
User says: Hi, I have a question about table limits
Laura says: how can i help you?
Laura says: hi
Laura says: They should be visible inside the game, or you can click on the help button if you can't see them!
Laura says: Anyway, if you want to download our secure Playtech Platform click here.
User says: what are the limits for blackjack?
Laura says: Yup! If you like, you can view a list of all our awesome games by clicking here.
Laura says: Please contact us anytime if you need anything else.
User says: I am blackjack player
Laura says: Of course! It's a classic... You can view a list of all our amazing games by clicking here!
User says: what are the limits for blackjack?
Laura says: Blackjack is one of my favorites! Of course we offer all the classics here at Casino King - Why not click here to view a list of all our amazing games?
Laura says: Well, If you need further assistance please let me know.. It's been a pleasure talking to you :)
User says: What are the limits for roulette?
Laura says: you can enjoy all the games in the casino such as roulette.
Laura says: anyway, if you need anything else in the future i'm here to assist you anytime!

so the table limits question was pre-programmed, but not too deep :) And then you can try this simple trick: make some artificial typos. Here is my next chat

Laura says: Hey you ;). I have a special bonus just for you!
Laura says: You with me? All you gotta do to get the bonus is click here to download, install, and enter real money mode by depositing in the cashier section.
User says: Great, is the bonus cashable?
Laura says: that's great!
Laura says: We have a great offer for you! when you make you're first deposit, we will give you a 100% match up bonus on your first deposit up to $200 and a second match up bonus of 125% up to $200!
Laura says: If you'd like to review the Bonus Terms and Conditions, just click here.
Laura says: Anyway, now all you need to do is click here to download our secure Playtech platform and start playing!
User says: Also, what are the talbe liimts?
Laura says: you there?
User says: yes
Laura says: oh... Ok
User says: what are the talbe liimts?
Laura says: Anyway, if you need anything else in the future I'm here to assist you anytime!

Everybody is welcome to try it themselves. Another funny thing: questions like "are you a bot?" or "are you a human?" are also pre-programmed :)
 
No, I am pretty sure it actually was a human being. The only place I remember where Live Chat is clearly ran by bots is iGlobalMedia Group (50 stars, Scasino, Casino King...). And it only applies to the chat popping up from the home page when you keep that page open for while and don't click on anything. I just checked and the bot is still there




so the table limits question was pre-programmed, but not too deep :) And then you can try this simple trick: make some artificial typos. Here is my next chat



Everybody is welcome to try it themselves. Another funny thing: questions like "are you a bot?" or "are you a human?" are also pre-programmed :)

I tried it an hour ago and got a real person. She must have thought I was bonkers.:D Many of the live chat reps there use formal english which leads me to believe english is not his or hers native tongue. Having said that they have always been able to help me with my questions.
 
I tried it an hour ago and got a real person. She must have thought I was bonkers.:D Many of the live chat reps there use formal english which leads me to believe english is not his or hers native tongue. Having said that they have always been able to help me with my questions.

You tried Grande Vegas or iGlobalMedia? The chats I quoted are from casinoking.com
English is not my native tongue either but what I say makes more sense than Laura's replies (hopefully :))
 
You tried Grande Vegas or iGlobalMedia? The chats I quoted are from casinoking.com
English is not my native tongue either but what I say makes more sense than Laura's replies (hopefully :))

Grande Vegas of course:D I was trying to prove a point to Wolfram. I imagine talking to a bot would be as interesting as the bot on the IPhone5. Very entertaining.

By the way your english is impeccable:)
 
I have just dissected the chat. My comments in red. This is why I believe it was a bot. Osulle you did read this chat right?

Please wait for a site operator to respond.

You are now chatting with 'Kerrie '

Kerrie : Welcome to our live chat service. How may I help you today?

Instant, full line, automatic response

Me: Hello, I'd like to ask about table limits

Me: seems kinda low compared to most other casinos

Me: such as blackjack, 1-50

Kerrie : I will be more than happy to assist with your query.

#1

Kerrie : Our casino software has been tested excessively while playing millions of hands, to make sure that it is a random game.

What the f?

Me: ??

Me: I'm asking about table limits

Me: I know your games are random

Kerrie : I cannot provide you with this information.

Refer to #1, you just said you could. #2

Kerrie : Each game has been a different limit.

Kerrie : You can correct the game menu for each game.

What the hell does "correct" mean in human language please?

Me: So how come the table limits are so low

Me: and is there any way to change that

Kerrie : May I have an example of the game you are referring to?

I just fucking gave you the example

Me: blackjack

Me: table limits are 1-50

Kerrie : These are the limits for Blackjack.

You just said you can't give me this information, refer to #2

Kerrie : It cannot be changed.

This is a fucking lie

Me: ok, thanks

Kerrie : You're welcome.

Chat session has been terminated by the site operator.

If you mess around with chat bots, you'll notice one thing they all have in common - They forget statements they just made a few sentences ago and therefore their logic is inconsistent. That was more than evident here.
 
I have just dissected the chat. My comments in red. This is why I believe it was a bot. Osulle you did read this chat right?

Yes I did and that is why I suggested a language barrier issue. Most live chat operators use a standard opening line that does not make them a bot Also the operator could have been dealing with more than one player which could account for that chat session. The operator didn't lie when she told you limits cannot be changed technically they cannot be unless you move up a VIP level. Yasmeen the rep can provide you with the limits on each Vip tier I am sure if you ask her.
Why don't you log back in again and see if you get similar results?
 
I have just dissected the chat. My comments in red. This is why I believe it was a bot. Osulle you did read this chat right?



If you mess around with chat bots, you'll notice one thing they all have in common - They forget statements they just made a few sentences ago and therefore their logic is inconsistent. That was more than evident here.

So you still insist? Here is another perspective for you. Of course, you can program a smart bot pre-loaded with tons of player's questions and armed with a complicated net of "if...then...else"'s. But how much would it cost? And how much would it cost to hire reps from India or Eastern Europe?

Another thing about "Instant, full line, automatic response". Most if not all human reps have those lines loaded in their chat software. Why type "Hello, and welcome to XYZ casino, how may I help you?" if you can just click a "Hello" button? The (in)famous Virtual / Ace Revenue group chat reps even have a button for the long heartly apologetic answer to players whose payment is delayed (somehow I think this is the button they hit most)

If you want a confirmation, do my trick with artificial typos. Make sure your typo won't make it through the MS Word / Google autocorrect. Let us know the results.
 
Yes I did and that is why I suggested a language barrier issue.

And how much would it cost to hire reps from India or Eastern Europe?


I thought outsourcing your Customer support is strictly forbidden for accredited casinos (can't find where but I think I remember CM saying CS needs to be in house), especially if their understanding of English is causing significant problems to the chat conversation.
 
Of course, you can program a smart bot pre-loaded with tons of player's questions and armed with a complicated net of "if...then...else"'s.

Well the Grand Vegas one is obviously neither smart nor complicated if it answers "blackjack limit" with "our games are tested to be random"
 
I thought outsourcing your Customer support is strictly forbidden for accredited casinos (can't find where but I think I remember CM saying CS needs to be in house), especially if their understanding of English is causing significant problems to the chat conversation.

It's in the accreditation standards - "Will not use outsourced support. Player support must be in-house."
But what if the "house" is located in a country where labor is cheap?
 
Why am I getting grief here? A casino has their chat people using programed responses to answer your questions - so what? They are answering your questions, right? Canned responses are used by many chat programs for a number of reasons - and I'm sure a number of casinos listed here use them.

So what's the problem? And calling them f***ing liars isn't going to engage them in this thread if this is what you're attempting to do.
 
I thought outsourcing your Customer support is strictly forbidden for accredited casinos (can't find where but I think I remember CM saying CS needs to be in house), especially if their understanding of English is causing significant problems to the chat conversation.

I never said anything about outsourcing support. I don't know where Grande Vegas is based it is owned by Tigress Management Ltd which is a UK company so support could be in the EU where many languages are spoken.
 
Nope. My question "blackjack limits" got answered with "our games are tested to be random"

Then keep asking them until they get it right. They probably thought that you were ok with their response since you ended the chat. If you need more information from them, then keep asking the question or request that you be referred to a supervisor.
 
Ok let me set a few things straight:

1: I'm angry. I'm angry because they (bot or not) lied to me. I had no intention on posting this thread until I came across the VIP page and realizing they had lied.

2: I believe there is a good chance the "Karrie" i talked to was a bot. Mostly due to completely mis-answering questions + contradicting own statements from a few lines ago. Both are very flaring common bot behaviors. My suspicions of it being a bot has nothing to do with the "buttons" K2C was talking about, I know humans do that.

3: Even if "karrie" was not a bot, the customer support is completely unacceptable. In fact, I would even say that it's probably way more unacceptable if it was actually a human. How is it even possible for a human to answer like that. Language barrier or not there is no excuse for contradicting your own statements back and forth 3 times within 10 lines.

*3.5: So a few of you who replied suggested that it's "OK" for CS to have barely/no understanding of English. Does Grand Vegas like to make that official? Tell everyone your CS can't understand the questions the customers ask? Stand tall and proud behind your Indian/Eastern European/etc CS? I'd imagine this would be a good time for other casinos to jump in and say "Hey that's ok if Grand Vegas rep doesn't speak English, ours does!" (For example I personally talked to 3Dice CS and know they speak English fluently)

4: My question is still unanswered. How much are the VIP table limits and are there other ways to increase the table limits. Frankly at this point not really interested in that anymore.
 
Ok let me set a few things straight:

1: I'm angry. I'm angry because they (bot or not) lied to me. I had no intention on posting this thread until I came across the VIP page and realizing they had lied.

2: I believe there is a good chance the "Karrie" i talked to was a bot. Mostly due to completely mis-answering questions + contradicting own statements from a few lines ago. Both are very flaring common bot behaviors. My suspicions of it being a bot has nothing to do with the "buttons" K2C was talking about, I know humans do that.

3: Even if "karrie" was not a bot, the customer support is completely unacceptable. In fact, I would even say that it's probably way more unacceptable if it was actually a human. How is it even possible for a human to answer like that. Language barrier or not there is no excuse for contradicting your own statements back and forth 3 times within 10 lines.

*3.5: So a few of you who replied suggested that it's "OK" for CS to have barely/no understanding of English. Does Grand Vegas like to make that official? Tell everyone your CS can't understand the questions the customers ask? Stand tall and proud behind your Indian/Eastern European/etc CS? I'd imagine this would be a good time for other casinos to jump in and say "Hey that's ok if Grand Vegas rep doesn't speak English, ours does!" (For example I personally talked to 3Dice CS and know they speak English fluently)

4: My question is still unanswered. How much are the VIP table limits and are there other ways to increase the table limits. Frankly at this point not really interested in that anymore.

That statement is out of line and is not what I said. :mad: The vast majority of CS reps that have english as a second language are perfectly able to communicate in english. Sometimes on rare occasions there maybe some misunderstandings due to language barriers.
Secondly do what Bryan suggested if you did not get your questions answered to your satisfaction go back and ask again. I personally think you are making Mt Everest out of a molehill here.
 
That statement is out of line and is not what I said. :mad:

And it is not what I said either. I mentioned the India / Eastern Europe example only for the sake of proving that training a rep may be cheaper than programming a bot. I further elaborated on this in a subsequent post.

I give up on this case. Good luck with your chats.
 
And it is not what I said either. I mentioned the India / Eastern Europe example only for the sake of proving that training a rep may be cheaper than programming a bot. I further elaborated on this in a subsequent post.

I give up on this case. Good luck with your chats.

I too give up! Wolfram has an avenue to get the answers he needs if he chooses to use it.
 
@wolfram

A bit of tact will go a long way. Getting angry? Miffed maybe, but anger is rather inappropriate in this case. A simple escalation to either their chat representative or the casino rep in this forum would have been the right course of action. No one "lied" to you - you just didn't get the full load of information - possibly from a misunderstanding.

My suggestion would be to chill out a little and handle things with a bit more prudence.
 

Users who are viewing this thread

Click here for Red Cherry Casino

Meister Ratings

Back
Top