Arrogant support at Betsafe.

spoton · Jul 24, 2014

I've never been a big fan of the support at the sites owned by Betsson, but I'm starting to get really tired of it now.

Anyways, on Saturday I decided to deposit a little at Betsafe to play their WMS-games. And within 5 spins the spins started lagging pretty bad as I guess many WMS-players are familiar with.

I did goto the live chat, and tried to get some help there, but the rep on the chat didn't want to believe me when I said this was something on their side, not mine, and that WMS are infamous for it. He kept telling me to delete my cookies, update my flash and bla bla bla, pretty much calling me a liar when I told him i was sure this wassn't a local issue. So I asked him so forward it to the tech support, and have them email me if they found anything out.

Today I asked the live chat again, and it seems they had found out WMS had some problems with their servers, that should be fixed now. But I guess Betsafe didn't feel the need to let me know, or even give me a apology for the troubles that had ruined the earlier session. That being said, the support guy couldn't guarantee that the game would work OK for me, as WMS had only fixed some of their servers, serving some countries apparantly.

So I wonder what to make out of this. I guess I just have to consider steering clear of the WMS games at sites operated by Betsson.

And if the rep reads this, I suggest that Betsafe stops their 60-seconds live chat guarantee. I'd rather wait in a queue for 5 minutes than getting connected to a guy so overloaded with chats he uses 2 mins even answering the simplest question.

randomiam · Jul 24, 2014

they have gone downhill

had many good wins there then nothing just rtp and randomness of games but you lose a heap on a game like nothing from it not even enough to warrant a fun session.
And cant even get a few euros comp and yeah i agree support has gone downhill they lost there next few deposits to somewhere else now

takilla · Jul 27, 2014

spoton said:
I've never been a big fan of the support at the sites owned by Betsson, but I'm starting to get really tired of it now.

Anyways, on Saturday I decided to deposit a little at Betsafe to play their WMS-games. And within 5 spins the spins started lagging pretty bad as I guess many WMS-players are familiar with.

I did goto the live chat, and tried to get some help there, but the rep on the chat didn't want to believe me when I said this was something on their side, not mine, and that WMS are infamous for it. He kept telling me to delete my cookies, update my flash and bla bla bla, pretty much calling me a liar when I told him i was sure this wassn't a local issue. So I asked him so forward it to the tech support, and have them email me if they found anything out.

Today I asked the live chat again, and it seems they had found out WMS had some problems with their servers, that should be fixed now. But I guess Betsafe didn't feel the need to let me know, or even give me a apology for the troubles that had ruined the earlier session. That being said, the support guy couldn't guarantee that the game would work OK for me, as WMS had only fixed some of their servers, serving some countries apparantly.

So I wonder what to make out of this. I guess I just have to consider steering clear of the WMS games at sites operated by Betsson.

And if the rep reads this, I suggest that Betsafe stops their 60-seconds live chat guarantee. I'd rather wait in a queue for 5 minutes than getting connected to a guy so overloaded with chats he uses 2 mins even answering the simplest question.

agree !!!!

suzecat · Jul 27, 2014

takilla said:
agree !!!!

Which part do you agree with or is there something else?

Tirilej · Jul 27, 2014

suzecat said:
Which part do you agree with or is there something else?

No need to haunt this poster. He just tries to reach 20 posts to be able to get in to a contest :rolleyes:

I don't think you read that thread so I thought I'd tell you.

suzecat · Jul 27, 2014

Tirilej said:
No need to haunt this poster. He just tries to reach 20 posts to be able to get in to a contest
I don't think you read that thread so I thought I'd tell you.

Thanks Tirilej

. I did read it and also wanted to encourage a new member to fully participate in the forum. What is your deal?

Tirilej · Jul 27, 2014

suzecat said:
Thanks Tirilej. I did read it and also wanted to encourage a new member to fully participate in the forum. What is your deal?

It would be great if we could get them to take part in the normal way. This one wasn't a new member though.
I did manage to be almost polite anyway, but I just hate when they think we are stupid

miso · Jul 27, 2014

You are always better off sending an email to Betsafe support. It happened to me on more than one occasion,
getting nowhere with live chat.

I guess maybe the "email guys" are under less pressure, or just better trained, but to be honest I usually get
the answer I am looking for within 20 - 30 minutes tops. Even when I had really bad runs and live chat gave me
the cold shoulder, I got sorted when I send an email afterwards

Slotaholic · Jul 27, 2014

I think that the support is good but they lack the technical knowledge.

Last week i told the support that the games didnt work, and i got the standard reply that "everything is working for them, try to delete....."

I replied that i just wanted to give them a heads up because "everything wasnt working", and withing 2 minutes i got a reply saying that they had problems.

/slotaholic

SubzeroWins · Jul 27, 2014

takilla said:
agree !!!!

me too !!!!
congratulations on hitting 20 posts btw :thumbsup:

spoton · Jul 27, 2014

miiisooo said:
You are always better off sending an email to Betsafe support. It happened to me on more than one occasion,
getting nowhere with live chat.

I guess maybe the "email guys" are under less pressure, or just better trained, but to be honest I usually get
the answer I am looking for within 20 - 30 minutes tops. Even when I had really bad runs and live chat gave me
the cold shoulder, I got sorted when I send an email afterwards

You might be right about that, but IMO it't nok OK of them to place to few or not properly trained at the live chat with the result of them behaving as they do. If they don't have the time or skills to look into such matters properly, they should refer to email support, rather than wasting their customers time telling them to delete cookies and all that stuff.

Kimmmmie · Jul 27, 2014

miiisooo said:
You are always better off sending an email to Betsafe support. It happened to me on more than one occasion,
getting nowhere with live chat.

I guess maybe the "email guys" are under less pressure, or just better trained, but to be honest I usually get
the answer I am looking for within 20 - 30 minutes tops. Even when I had really bad runs and live chat gave me
the cold shoulder, I got sorted when I send an email afterwards

This all sounds very familiar to me.
I play at Betsson, Betsafe, CasinoEuro and MrSmith on a regular base so I consider myself to be a loyal player. Every now and then after loosing my deposits and not winning anything, I contact live chat to ask for some kind of comp. I´ve never gotten a comp after having a bad run/runs at Betsafe.

That's why lately I tend to play at Guts more often as they do have comps if you ask for it in live chat. That's on top of all the free spins with no wagering requirement you already get when you have an account there.

Next time I have a bad run at Betsafe I'll send an email in stead of contacting live chat and see how that works out.

bigbear · Jul 27, 2014

Every single time a person gets a problem with games not loading or spins lagging the same old line gets trotted by the various supports saying delete cookies,clear cache,etc.When are they going to wake up to the fact that this is NOT the issue and the problem is being caused by the software.

Betsson-Group · Jul 29, 2014

Hi Spoton,*

We are very sorry to hear about your experience with WMS as well as the service your received when contacting support.*
Our highest priority is to provide a great gaming experience and I want to assure you that we have forward your feedback provided to our tech department as well as our Head of casino. We will address this with the provider so that we can be the chosen destination when playing any games, including WMS. In regards to the experience you had with our customer service representative, we take this feedback very seriously and would therefore like to further investigate the incident, since what you are describing is not in line with the service we want to provide. Please therefore send an email to support-en@betsafe.com with the topic Casinomeister and ask for management. We are very interested to receive more information and take part of your opinion regarding your experiences so that we can further continue improving our site and service. *

Kind regards,*
Patryk -

Johnnygotthebon · Aug 2, 2014

Hello

I closed all betson accounts. Customer service is deplorable.

But not as bad as 10bet.....

Our exchange regarding a withdrAwl

Hello, it has been 2 weeks and I have not received the wire transfer for 2000 dollars.
Also, you are holding back 100 dollars that you freely gave me which I won the 2000 with? Why?

Thanks in advance and please respond to my question and not send me a pre authorized response.

Their response.....

Hello Johnny, hope this email finds you well.

I am not sure how to answer. Your withdrawal was processed and
is on the way. Our payment processor is handling the transfer.

We strive on paying our clients with the utmost respect.

We can assure you that everything is processed.

Your withdrawal for 1900 dollars was processed.

We process many withdrawals during the day from players
all around the world. It is our priority.

After review of the file, I can see that your withdrawal is now pending.

Please call us or send us an email if you have any questions

Sarah N

I won't write how I answered this response. Don't want to get banned again!

Received my 1900 after 3 weeks. Closed account day after.

spoton · Aug 8, 2014

I guess to be fair that I should include Guts in this threat aswell. Same clueless support "Have you deleted your cookes, and tried another browser?"

Would be nice if the casinos started hiring someone with a bit knowlegde of computers when they are running at Internet-Casino.

Johnnygotthebon · Aug 11, 2014

They are below garbage!

spoton said:
I've never been a big fan of the support at the sites owned by Betsson, but I'm starting to get really tired of it now.

Anyways, on Saturday I decided to deposit a little at Betsafe to play their WMS-games. And within 5 spins the spins started lagging pretty bad as I guess many WMS-players are familiar with.

I did goto the live chat, and tried to get some help there, but the rep on the chat didn't want to believe me when I said this was something on their side, not mine, and that WMS are infamous for it. He kept telling me to delete my cookies, update my flash and bla bla bla, pretty much calling me a liar when I told him i was sure this wassn't a local issue. So I asked him so forward it to the tech support, and have them email me if they found anything out.

Today I asked the live chat again, and it seems they had found out WMS had some problems with their servers, that should be fixed now. But I guess Betsafe didn't feel the need to let me know, or even give me a apology for the troubles that had ruined the earlier session. That being said, the support guy couldn't guarantee that the game would work OK for me, as WMS had only fixed some of their servers, serving some countries apparantly.

So I wonder what to make out of this. I guess I just have to consider steering clear of the WMS games at sites operated by Betsson.

And if the rep reads this, I suggest that Betsafe stops their 60-seconds live chat guarantee. I'd rather wait in a queue for 5 minutes than getting connected to a guy so overloaded with chats he uses 2 mins even answering the simplest question.

Just awful support. Awful.

I found even worse support though. 377bet..... I swear to u. They have no support. Nothing. There is literally no one to answer anything. I never seen that before n

rshkrn · Aug 11, 2014

I'd like to give a different perspective on this........

Should be safe in assuming that over 95% of the times a player wants to chat with a CS rep it's due to an issue, games not functioning, technical glitch, payment issues etc etc.... so the player is already in a somewhat annoyed frame of mind. Most of the players do not expect the CS rep to look into their issues, they expect the CS rep to solve them immediately, which is just not practical and wrong on our part.

No Casino will intentionally employ unfriendly or inefficient CS reps.....why would they? to scare away players?? doesn't make sense

If you compare this to a B&M casino, I've had payment issues twice so far and both times the casino support made me fill claim forms and I got my money after a cpl of weeks after they had checked everything. But I did not get anything extra or any bonus spins or giveaways, which I have got on a cpl of occasions due to slow online support.

So let's be friendly and patient towards our online CS reps, the majority of them are there to solve our issues, and the others who won't help won't be around long anyways :thumbsup:

Johnnygotthebon · Aug 11, 2014

I agree.

rshkrn said:
I'd like to give a different perspective on this........

Should be safe in assuming that over 95% of the times a player wants to chat with a CS rep it's due to an issue, games not functioning, technical glitch, payment issues etc etc.... so the player is already in a somewhat annoyed frame of mind. Most of the players do not expect the CS rep to look into their issues, they expect the CS rep to solve them immediately, which is just not practical and wrong on our part.

No Casino will intentionally employ unfriendly or inefficient CS reps.....why would they? to scare away players?? doesn't make sense

If you compare this to a B&M casino, I've had payment issues twice so far and both times the casino support made me fill claim forms and I got my money after a cpl of weeks after they had checked everything. But I did not get anything extra or any bonus spins or giveaways, which I have got on a cpl of occasions due to slow online support.

So let's be friendly and patient towards our online CS reps, the majority of them are there to solve our issues, and the others who won't help won't be around long anyways

These people get 10 bucks an hour. We should never disrespect them.

But in our defence, we should be able to receive the correct information regarding our hard earned money that we have deposited.

Casinomeister · Aug 11, 2014

Admin Warning

Johnnygotthebon said:
They are below garbage!

Just awful support. Awful.

What the hell? I can see that Spoton was somewhat perturbed by the support staff not being able to solve his problem, but to accuse them of being "below garbage" is way out of line. And then in the next post you state that they should be respected because they earn $10 an hour?

This is your final warning. Re-read forum rule 1.18 before your continued participation here. Thank you.

Johnnygotthebon · Aug 11, 2014

Sir

Casinomeister said:
What the hell? I can see that Spoton was somewhat perturbed by the support staff not being able to solve his problem, but to accuse them of being "below garbage" is way out of line. And then in the next post you state that they should be respected because they earn $10 an hour?

This is your final warning. Re-read forum rule 1.18 before your continued participation here. Thank you.

If u knew what they did and how they treated me u would say it's a compliment.

I won't use that term again

Arrogant support at Betsafe.

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