ATTN: Casino Rep 21Casino - Nanny state overkill

[colinsunderland]

I get that - to a degree. If i was a rep - especially for the so called accredited casinos, every couple of days I would be reading all the threads with the Prefix Attn - Casino Rep to check if it was my brand. Should not need to tag them - that actually defeats the point of the title

Well yes, in a perfect world that would happen, but we don't know how busy the rep is, they might not have time to go through every thread like that. Tagging them gives a notification, so then they have no excuse. The reps haven't read this thread, but they haven't replied to my PM from around 2 weeks ago either so I wouldn't hold my breath

 

[TheAddict]

Just noticed i receieved a call, but had missed it. so i guess, like Mouse, i will be trasted like a 10 year old and then told to wait again while they send this conversation with this 10 year old to some other adult to confirm or not if they want to steal my bonus money.

Probably just as well I didn't answer them. im really, really not a fucking morning person

 

[The Dude]

Well yes, in a perfect world that would happen, but we don't know how busy the rep is, they might not have time to go through every thread like that. Tagging them gives a notification, so then they have no excuse. The reps haven't read this thread, but they haven't replied to my PM from around 2 weeks ago either so I wouldn't hold my breath

And with all of the legalese and other restrictions that are imposed on online gaming companies, you're going to see less and less participation from many reps. They have to run statements through legal teams, etc. Not saying that this is the case here - but it is an issue.

 

[colinsunderland]

And with all of the legalese and other restrictions that are imposed on online gaming companies, you're going to see less and less participation from many reps. They have to run statements through legal teams, etc. Not saying that this is the case here - but it is an issue.

I would have thought that in almost 2 weeks, and bearing in mind one of the reps read my PM within an hour of sending it, a reply saying, thanks for the message, we are looking into it and will get back to you when we can, would be possible. Granted, the main subject of my PM was quite complex and would have needed dealing with by the affiliate manager (which Dawn is) and I wouldn't expect to be given specifics of what action was taken, if any, but a rep should be able to tell me why my account had been locked. If they can't do something as simple as that, then not sure what the point of having reps is.
Another rep has told me this morning a missing withdrawal is out of the area he can help in. It seems some reps are here only to maintain a presence in staying accredited rather than being able to help.

 

[TheAddict]

Well, the lady on the phone had a really soothing and soft voice. Said i accumulated 22 hours of play. Next time I'm going for 30 hours, just so I can hear her voice again.

 

[philderby]

Glad I packed gambling in. Too much hassle now, Id sooner save up for a week away somewhere than go through all this runaround

 

[pinnit2014]

Well, the lady on the phone had a really soothing and soft voice. Said i accumulated 22 hours of play. Next time I'm going for 30 hours, just so I can hear her voice again.

Maybe that's how to break their RG systems so they never call again:

Punch a 30hr shot shift in on a 24hr day

They should be phoning you asking for your details to send a prize for achieving such a feat.

 

[Mr_Slot5]

Well, the lady on the phone had a really soothing and soft voice. Said i accumulated 22 hours of play. Next time I'm going for 30 hours, just so I can hear her voice again.

‘Hi sir, I can see from my records that you joined the site in 2017 and have accumulated almost a day of gambling in 4 years. Are you ok sir?’

 

[Mouse75]

Maybe that's how to break their RG systems so they never call again:

Punch a 30hr shot shift in on a 24hr day

They should be phoning you asking for your details to send a prize for achieving such a feat.

I logged into Hills one day... loaded first game... to be greeted my a message along the lines, you have been playing for 17000 minutes.....
17 0000?!?! Jeez!

Puts 30 hours at a lousy 1800 to shame

 

[Mouse75]

And with all of the legalese and other restrictions that are imposed on online gaming companies, you're going to see less and less participation from many reps. They have to run statements through legal teams, etc. Not saying that this is the case here - but it is an issue.

I understand this - and to be fair - my complaint has been fully and satisfactorily resolved.

However - my point still stands in that it makes more of a mockery of the Attention Casino Rep - banner headline highlighted in red.
And in this case, I've been a customer of 21 casino for best part of 12 months, Plenty of deposits and withdrawals and was a genuine complaint from a (feeling de)valued customer.
Its not like i was whinging that they let me deposit and I lost it all - give it back post.

For me - it stands to reason. If part of a reps role is looking at the forum..... why the hell aren't they? Else as Colin says - it really is a tickbox exercise to improve their rating.

(edited purely for spelling)

 

[The Dude]

I understand this - and to be fair - my complaint has been fully and satisfactorily resolved.

However - my point still stands in that it makes more of a mockery of the Attention Casino Rep - banner headline highlighted in red.
And in this case, I've been a customer of 21 casino for best part of 12 months, Plenty of deposits and withdrawals and was a genuine complaint from a (feeling de)valued customer.
Its not like i was whinging that they let me deposit and I lost it all - give it back post.

For me - it stands to reason. If part of a reps role is looking at the forum..... why the hell aren't they? Else as Colin says - it really is a tickbox exercise to improve their rating.

(edited purely for spelling)

I have been in touch with the rep - who had read the thread and thought that the issue had been resolved. Most of the reps do lurk, or deal with things privately. It's tough being a rep here - make one mispoken comment and get crucified, or get reemed by the boss. So I am sure you can appreciate this. As for keeping up-to-date on any rep's participation, I have not been around much for the past few months, but I am back.

 

[geordiecolin]

Well, the lady on the phone had a really soothing and soft voice. Said i accumulated 22 hours of play. Next time I'm going for 30 hours, just so I can hear her voice again.

Don't forget to stock up on Jizzle before she calls

 

[Slottery]

Guess in genearl it would be easier to contact casino directly instead of rep here. To get in anything account related they need to verify you as the account holder and be able to prove afterward how verification was completed and how strong verification was.

Some casinos have got issues when been trying to assist customers through forums or social media etc... (not through this forum afaik) it only needs on dickhead who asks help, casino rep try to assist and then afterward that dickhead report GDPR and other violations due to missing or not strong enough verification (for example just email or other one detail to locate account without etc...).

That's one reason why casinos usually are not really happy to accept almost anything from any other emails than one registered on account.

 

[colinsunderland]

Guess in genearl it would be easier to contact casino directly instead of rep here. To get in anything account related they need to verify you as the account holder and be able to prove afterward how verification was completed and how strong verification was.

Some casinos have got issues when been trying to assist customers through forums or social media etc... (not through this forum afaik) it only needs on dickhead who asks help, casino rep try to assist and then afterward that dickhead report GDPR and other violations due to missing or not strong enough verification (for example just email or other one detail to locate account without etc...).

That's one reason why casinos usually are not really happy to accept almost anything from any other emails than one registered on account.

A good balance would be for the rep to ask for an email (like Videoslots do) then do little updates on here via PM, even if it's just 'we've just sent an email' to show they are still involved in the problem and helping to sort it out. They could also give non account specific updates, like 'thanks for the email, I should have it resolved within 24 hours, will email you with any more specific updates'

 

[TheAddict]

Tbf I believe it was probably 25+ hours but due to WHG sometimes having a habit of disconnecting it probably didn't tally it all up together. I had 2 browsers open on my tablet, so able to walk around and do things about the house with it, while playing slots and still having the ability to also share whatever crap comes to mind on CM on the other browser if i so desired. Got halfway through wagering n figured I'd try n get a withdrawal in for the weekend but underestimated just how long it might take, hit 90% of it and gave up.

Reading the terms, that part of the "responsible gambling" department don't work weekends, and since I was locked out around 3pm on the thursday perhaps they probably would have called within 48/72 hours later had it not hit the weekend. Though simply saying "within the next 72 weekday hours" would have been better than to read the words "I can assure you someone will contact you shortly". Took 4 hours from the call to the point of reopening the account and they were pretty responsive on the monday.

 

[Mouse75]

@Casinomeister Thank you for your update - appreciated.

I have previously found the rep very helpful and responsive - and i do agree with the comments above that general acknowledgments go a long way. I understand the GDPR limitations - BUT general - i.e non-account specific - information, guidance and suggestions can always be made, as can general policy outlines.

I will stress that other than the frustration of the initial account being blocked - the overall procedure was not awful.
I will stick to my guns that this session - other than being long - did not exhibit any signs of problem gambling, and if the account activity had been reviewed prior to contacting me then this could have been avoided. What actually happened, is that only after i was contacted did anyone look at the history - and acknowledge that the entire session had been controlled. Especially given that as soon as I did start to show a small loss towards the end, I made a withdrawal instead.

Probably time to close this post though - thanks all for thier input....

 

[TheAddict]

Yo @Mouse75

Can I just ask if that once your account was reopened, promotions were still available to you?
I was told (after asking) last night that my account is under review (although its been unlocked?) and that i should not panic that I can't see any on site messages or recieve any promotions over any of the WHG group, because this is standard procedure for all players.

I'm just wondering if this is a half assed lie or if you also received this "standard procedure" even after your account was reopened?

 

[Mouse75]

@TheAddict I don't use many promotions to be honest. Mostly cos, my normal play style is deposit somewhere between £100 and £200. Play lots (hopefully!) games in a bonus hunt style similar to streamers until balance gone, then play off bonuses, then withdraw the balance.

Playing this way, my losses have been substantially lower, and vice versa - if i hit a big bonus playing them out, then i'm withdrawing my profit instead of continuing to play and seeing it go bye bye,

However, this style of play would be classed by almost all casinos as bonus abuse, so I tend not to take ANY bonuses with any sort of wagering restrictions.

In short - sorry bud - can't help!

 

[TheAddict]

Useless.









(Jus jokin, thanks anyway)

 

[jaydub]

I have a 300% deposit bonus on 21casino , i didn't play with them for so long bcoz my deposits with VISA always got rejected in the last 12 months eventhough I was able to deposit elsewhere.... Now they sent me something like we miss you with this 300% percent offer , still can't deposit with my VISA , spoke to live chat who said if the offer appears on skrill deposit it should be fine , so going ahead with skrill deposit , can i really use skrill to use bonuses ?