Horrible Customer Service - Mr. Green and Guts Casino

[SAunnyS72]

I seriously don't know how these Casinos got such high reps.... probably because they are in EU but ...

I have been literally spoilt with the good manners of Casino hosts in at Royal Vegas and Gaming Club. I wanted to try some NetEnt Casinos for a change so registered with Guts and Mr. Green.

I don't even care about free bonuses etc... I drop cash ... but the help staff either don't even understand what you are asking or they automatically presume you are after a bonus so they start treating you like Riff Raff.

1st instance, I wanted to ask about 'what happened to my deposit bonus that I didn't receive?' and when will I receive the weekly promotions so I know what days to deposit to make best use. The CS answers with 'I cant offer you a bonus!' ... Me - 'What?' ... CS- "I just cant offer you a bonus' .... Me- 'Did you read what I had to say?' .... CS - ' Yes, I still cant offer you a Bonus' ... Me - (Furious at this point ... mind you I had already deposited over EU500 in 2 days) - I DON'T WANT A FREAKING BONUS!!! .... Oh never mind ... I don't even wanna play here now... CS - 'Would you like me to cancel your account temporarily or permanently?' ... Me - 'Arrrgh ...Do it permanently!' - (Mr Green) ... CS - DONE!

2nd Instance (Guts after depositing about 400EU in 3 days) - "I am a bit disappointed with the casino ... the game play was terrible but more so my card was charged 20EU more than the deposit amount" .... CS - "I am sorry about that Sa***. I am sorry that your card was charged extra' .... Me (OK ....waiting..... after 5 minutes) - "That's it? You are just gonna say sorry lol? .... CS - "What do you mean?" .... Me- Do you speak English? I want to know a resolution, sorry doesn't cut it .... (wait another 5) ... CS - "Would you like some compensation? If so, you need to send screenshot of your transaction to blabla@blabla ... Me - (Furious by this time) - "You know what screw the EU20 just delete my account" CS - "Done, thank you" ... wow it took her quicker to close my account than to try and resolve my issue.

So I CAN NOT believe these guys are getting such high rating on here compared to some of the great MG casinos I play.

So, you would rather cancel the account of a big depositor than try and resolve his issues? I would literately fire my CS staff if I came across a single dealing like these with my customers.

Oh well back to my trusty Royal Vegas.

Anyone know of any good NetEnt portal that I can play from Australia with a 1k per week bankroll??

 

[Balthazar]

I've never had a positive experience with any CSR at any casino. These people don't know anything and can't do anything. They are just a human filter between grumpy customers and a competent (but probably busy) person.

Tip: Next time instead of losing your time with a CSR who's probably a sub-minimum wage outsourced kid living in Southeast Asia, just PM the rep here.

 

[pianoman]

netent?

"Anyone know of any good NetEnt portal that I can play from Australia with a 1k pw"

umm...
actually -

NO!

 

[psychogene]

With a 1k per week bankroll I'm sure there will be ALOT of casinos that want you as a customer! Its too bad your experience at Guts was not great because the payouts are quite fast though I'm guessing you got charged 20 EU more due to 2.5% processing fee and $2.50 withdrawal?

I would recommend Thrills, Next Casino or Royal Panda (in Euro) for NetEnt. Thrills and Next you can play in AUD and all three have direct bank transfer as withdrawal option and from experience I have received my withdrawals no less than 2 days from the request. Direct bank transfer is the most attractive option for AUD all the other methods like ecopayz and neteller have $15 fees and extra wait time as you wait to receive the money to e-wallet and then have to make a second withdrawal.

I just made a withdrawal of $170 with neteller last friday and just received the funds today, -$15 for neteller fees and another -$15 for international bank transfer (total $30 and 7 days) so I am not going down that path again. Ecopayz is a much better e-wallet for Australian players in my opinion, only got charged $15 for their service fee and receive money in the bank 1-2 days later with no stupid -$15 bank fees.

 

[Gaz237]

Anger.

Have you ever thought about, anger management lessons?

 

[spintee]

I must agree with Balthazar here, Most customer service are terrible and like speaking to a brick wall, Im surprised as MrGreen and guts have got some good CS,

Do not that let put you off, there are more good casinos that have netent, You must of got them them two on a bad day, Also try not to permanently close account, As they can take this the wrong way and as in another thread if you exclude from one side this means that there can be alot of other sites connected that will not let you play due to this

 

[citizenx]

I seriously don't know how these Casinos got such high reps.... probably because they are in EU but ...

I have been literally spoilt with the good manners of Casino hosts in at Royal Vegas and Gaming Club. I wanted to try some NetEnt Casinos for a change so registered with Guts and Mr. Green.

I don't even care about free bonuses etc... I drop cash ... but the help staff either don't even understand what you are asking or they automatically presume you are after a bonus so they start treating you like Riff Raff.

1st instance, I wanted to ask about 'what happened to my deposit bonus that I didn't receive?' and when will I receive the weekly promotions so I know what days to deposit to make best use. The CS answers with 'I cant offer you a bonus!' ... Me - 'What?' ... CS- "I just cant offer you a bonus' .... Me- 'Did you read what I had to say?' .... CS - ' Yes, I still cant offer you a Bonus' ... Me - (Furious at this point ... mind you I had already deposited over EU500 in 2 days) - I DON'T WANT A FREAKING BONUS!!! .... Oh never mind ... I don't even wanna play here now... CS - 'Would you like me to cancel your account temporarily or permanently?' ... Me - 'Arrrgh ...Do it permanently!' - (Mr Green) ... CS - DONE!

2nd Instance (Guts after depositing about 400EU in 3 days) - "I am a bit disappointed with the casino ... the game play was terrible but more so my card was charged 20EU more than the deposit amount" .... CS - "I am sorry about that Sa***. I am sorry that your card was charged extra' .... Me (OK ....waiting..... after 5 minutes) - "That's it? You are just gonna say sorry lol? .... CS - "What do you mean?" .... Me- Do you speak English? I want to know a resolution, sorry doesn't cut it .... (wait another 5) ... CS - "Would you like some compensation? If so, you need to send screenshot of your transaction to blabla@blabla ... Me - (Furious by this time) - "You know what screw the EU20 just delete my account" CS - "Done, thank you" ... wow it took her quicker to close my account than to try and resolve my issue.

So I CAN NOT believe these guys are getting such high rating on here compared to some of the great MG casinos I play.

So, you would rather cancel the account of a big depositor than try and resolve his issues? I would literately fire my CS staff if I came across a single dealing like these with my customers.

Oh well back to my trusty Royal Vegas.

Anyone know of any good NetEnt portal that I can play from Australia with a 1k per week bankroll??

Good manners work both ways. In those chats you strike me as overtly confrontational and seem unable or unwilling to articulate your requirements.

If the responses were exactly as described then the CS staff need to buck up their ideas but I suggest being clear in what you want, polite and mature ("lol" - really?!) Will serve you better in your dealings with a wide range of individuals and organisations.

 

[conker]

I have to agree that good manners are a two way street and more often than not you will receive goood CS if you are polite and calm yourself. If you are angry or rude (which I am not suggesting the OP was or is) then you will generally find you get very limited help.

 

[Casino2014man]

I didn't think Guts as described here were unhelpful..

They said sorry.. They told you where to send the evidence of the issue.. and offered potential compensation...?

 

[SAunnyS72]

Good manners work both ways. In those chats you strike me as overtly confrontational and seem unable or unwilling to articulate your requirements.

If the responses were exactly as described then the CS staff need to buck up their ideas but I suggest being clear in what you want, polite and mature ("lol" - really?!) Will serve you better in your dealings with a wide range of individuals and organisations.

Thank you...

I hope a few people realise that I am paraphrasing the situation. Ofc I start of with please and Thank yous but the nicesities fade as you keep waiting and waiting ... Trust me I wouldn't have come this far without manners or bieng polite.

Just on the guy that amazingly contributed about 'Anger Management' wow ... Did you have anything to contribute or just trolling along. If I spend good money I expect good service and I have every right to be angry ... It's called 'balls' ... Have you got some?

 

[Batman]

If I spend good money I expect good service and I have every right to be angry ... It's called 'balls' ... Have you got some?

Screaming at a support agent / your employee / a store clerk because you're PMS'ing is not called having balls... It's called being rude and disrespectful.

But don't mind me, what do I know? I'm just Batman.

 

[Borgie]

Thank you...

I hope a few people realise that I am paraphrasing the situation. Ofc I start of with please and Thank yous but the nicesities fade as you keep waiting and waiting ... Trust me I wouldn't have come this far without manners or bieng polite.

Just on the guy that amazingly contributed about 'Anger Management' wow ... Did you have anything to contribute or just trolling along. If I spend good money I expect good service and I have every right to be angry ... It's called 'balls' ... Have you got some?

Rude much ! I'm afraid !

 

[TonyGuts]

Hi SAunnyS72,

Could you be so kind and PM me your username or contact me at tony@guts.com and I will have a closer look at why there have been extra charges on your deposit as that sounds strange, unless its the deposit fee that is added on the deposit amount. I will at the same time have a look at the communication from our end what could have been done differently there.

Kindest regards,
Tony
Guts.com

 

[ratplay2007]

Mate, being as impartial as possible the customer service could have been better but you were kind of rude to them. Remember good manners don't cost you anything and go a long way to finding happy resolutions to the issues your were having

 

[AndyB-MrGreen]

If you'd like to PM me with your email address I can take a look at the chat transcript.

If you were polite and we weren't then I'd like to raise that internally.

Cheers
Andy

 

[paul7388]

Obviously its hard to get an accurate interpretation of what happened without actually seeing chat transcripts.

But respect and civility work both ways. From the edited scripts you show it seems you have neither patience and never actually waited to get a proper solution.

Just because someone works on chat and maybe does not have knowledge of what has happened does not mean they do not deserve to get shown respect.

Especially from the Guts one it looked like they were trying to offer a solution but you weren't interested and your response was rude to say the least.

 

[Dinahnana]

I have always found CS at both Guts and Mr. Green top notch. In the few cases where the CS couldn't help me (not because of lack of knowledge but because they didn't have the authority) I contacted the rep (Tony @ Guts) and got it sorted.

You have been a member of CM since 2011 so surely you must have known that if you have any issues you can contact the rep. So I don't understand why you had to resort to an aggressive attitude towards the C.S. (judging by your post). I can understand you frustration but you could have handled the situation a little bit better.

For the record all of Mr. Green's promos are listed on their promotion page and do show which days have which promo's and they do send out e-mails (not a lot mind you which is good IMO)

I wish you luck

 

[SAunnyS72]

Wow! Obviously paraphrasing doesn't mean much here. Well I am the one at fault when there are villagers with pitchforks happy to jump in and call people rude who they don't even know...

Oh well thought this was a forum where you can keep the casinos in check obviously it's a sham with people that just want to jump on a bandwagon and start taking their own frustrations out.

LMAO! Done with this all! I will be really sad leaving here NOT! Let me see - are there casinos that want my business? YES .... Will this forum in anyway help or hinder my gaming experience? NO!

Bye and good luck. Hopefully one day one of you have a bad experience and then get called rude for standing your ground ... It's funny how all this keyboard warriors find solace in a 'mob' mentality cause they feel safe.

Good luck to ya all!!

 

[Batman]

Wow! Obviously paraphrasing doesn't mean much here. Well I am the one at fault when there are villagers with pitchforks happy to jump in and call people rude who they don't even know...

Oh well thought this was a forum where you can keep the casinos in check obviously it's a sham with people that just want to jump on a bandwagon and start taking their own frustrations out.

LMAO! Done with this all! I will be really sad leaving here NOT! Let me see - are there casinos that want my business? YES .... Will this forum in anyway help or hinder my gaming experience? NO!

Bye and good luck. Hopefully one day one of you have a bad experience and then get called rude for standing your ground ... It's funny how all this keyboard warriors find solace in a 'mob' mentality cause they feel safe.

Good luck to ya all!!

1st of all, no one attacked you in any manner whatsoever, it's a fair perspective from a gambler's point of view regarding manners and behavior.
If you go into a McDonalds and yell at the workers there to serve you faster, expect to have some spit in your hamburger.

And 2nd, you are still being rude, from your first post, and not with the CS, with the community you're trying to reach out to.
My respect is earned, you don't deserve my respect, so good riddance!

 

[SAunnyS72]

1st of all, no one attacked you in any manner whatsoever, it's a fair perspective from a gambler's point of view regarding manners and behavior.
If you go into a McDonalds and yell at the workers there to serve you faster, expect to have some spit in your hamburger.

And 2nd, you are still being rude, from your first post, and not with the CS, with the community you're trying to reach out to.
My respect is earned, you don't deserve my respect, so good riddance!

Do you even see how hypocritical you are ... You keep personally attacking me when you don't even know me yet IAM the rude one? ... I am sorry I can't help with your issues.

 

[lotusch]

OP - I didn't find your way of articulating the problem to the CS agent(s) very clear and friendly either.
Just saying m8.

I work as a tech. support and CS agent also (different industry),and if a customer would talk to me like that I probably would not be very happy either.

I have dealt many times with Guts CS and I have always been treated with respect.
Sure they did not always had an answer or solution right away for my problem but they were more then willing to pass it on to someone else within the casino,and they ALWAYS came back to me.
Second of all,Guts has with Ben and Tony,2 great reps on this forum.
I am sure they are able to help you with your issue(s) at hand.

And I know Andy from when he was still working for Redbet,a very nice and fair person to deal with!

 

[Casino2014man]

Mate, chill out! You are getting very worked up which doesn't help you look any less hostile than people are suggesting!

Have you Pm'd the reps as they asked? Let us know how it goes

Also, I agree with the above, Andy is always really helpful and Guts reps too!

 

[Mouche12]

GUTS

Hi SAunnyS,

Regarding GUTS: I know for a fact that when you deposit 1K a week (but also less, just for being a regular depositor) you will get your own VIP manager - I was assigned a very nice person, "yourguyatguts" for special bonuses or any questions I might have.

I concur with the others: CSRs on live chat are IMO very friendly - and the rep is great too!

And... I understand that GUTS will abandon EM and migrate to a new platform this summer, so I will definitely be back.

 

[Casinomeister]

Wow! Obviously paraphrasing doesn't mean much here. Well I am the one at fault when there are villagers with pitchforks happy to jump in and call people rude who they don't even know...

Oh well thought this was a forum where you can keep the casinos in check obviously it's a sham with people that just want to jump on a bandwagon and start taking their own frustrations out.

LMAO! Done with this all! I will be really sad leaving here NOT! Let me see - are there casinos that want my business? YES .... Will this forum in anyway help or hinder my gaming experience? NO!

Bye and good luck. Hopefully one day one of you have a bad experience and then get called rude for standing your ground ... It's funny how all this keyboard warriors find solace in a 'mob' mentality cause they feel safe.

Good luck to ya all!!

So the forum is a sham? Ok - I'll have to agree with most everyone here that you are acting like a jerk.

From what I can tell, you are asking me to close your account. Just say the word and it's adios amigo.

 

[asadzareef89]

I didn't think Guts as described here were unhelpful..

They said sorry.. They told you where to send the evidence of the issue.. and offered potential compensation...?

agree with u there