ATTN: Casino Rep 32 Red no longer answers to emails?

ternur

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I sent an email to 32 Red's general support email address ([email protected]) and received this reply:

As part of our ongoing commitment to providing the best possible service to our players, emails to this address are no longer being monitored. The fastest way to get in touch is via our new Help Centre

I disagree with this policy. I'd like have support available via email when I'm not in such a hurry to get an answer. Of course having instant support available via chat etc. is great, but not answering to emails is not providing the best possible service IMHO.

Anyone else share my view on this?
 

Harry_BKK

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Dec 18, 2014
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I sent an email to 32 Red's general support email address ([email protected]) and received this reply:



I disagree with this policy. I'd like have support available via email when I'm not in such a hurry to get an answer. Of course having instant support available via chat etc. is great, but not answering to emails is not providing the best possible service IMHO.

Anyone else share my view on this?

Seems they are trying to route everything via their Help Center and you can send an email directly from there. First screenshot you see the 3 options. If you click on Email you get to the second screenshot.

Probably they can keep better track of messages as it is assigned to a department.

Does not bother me that much really, to be honest. Not more work than opening my email client. :)

EDIT: and i just saw they got rid of the pop-up 'jamboree' when clicking on Instant Chat. Definitely an improvement there. :thumbsup:

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goatwack

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Aug 29, 2012
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Londonia
Nevermind streamlining the business, I think this is just lazy and bad customer service.

Chat can be useless at the best of times and emails will always be the better option. I know I'd rather wait three days to get my query sorted properly than using an interpreter when using the chat bozos :confused:
 

Jono777

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OOO look another 32 Red thread (*rubs hands together*)

Time to adopt my new policy on this matter and go and have a ciggie and put the kettle on :p :p
 

ternur

Destroying castles in the sky
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Well, I sent my query via the Help Center, and received a prompt reply. Which was nice.

But. My original statement stands. I prefer email. I like to have local records of communication with casinos. Maybe the help center route is easier for 32 Red, but more inconvenient for the customer (at least to me). You still need to type in name, email and account number even if logged in.

Not a big issue, but I find it annoying. They could have integrated their CRM/Help Center/Email systems in a way, that regular support emails would still be integrated and both ways would be available.

Or maybe I'm just too old or lazy and don't like when things change :rolleyes:.
 

dunover

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I sent an email to 32 Red's general support email address ([email protected]) and received this reply:



I disagree with this policy. I'd like have support available via email when I'm not in such a hurry to get an answer. Of course having instant support available via chat etc. is great, but not answering to emails is not providing the best possible service IMHO.

Anyone else share my view on this?

Ahem, cough, splutter.......... Bank Holiday weekend - you weren't trying to take-a-break awaiting a pending withdrawal were you? ;)

*starts legging it from the swarm*
 
Last edited:

Tirilej

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Well, I sent my query via the Help Center, and received a prompt reply. Which was nice.

But. My original statement stands. I prefer email. I like to have local records of communication with casinos. Maybe the help center route is easier for 32 Red, but more inconvenient for the customer (at least to me). You still need to type in name, email and account number even if logged in.

Not a big issue, but I find it annoying. They could have integrated their CRM/Help Center/Email systems in a way, that regular support emails would still be integrated and both ways would be available.

Or maybe I'm just too old or lazy and don't like when things change :rolleyes:.

You're not the only one. If I could turn back time....:)

It's still a good place to play though and Pat and Mark are the best reps I know. They won't change;)
 

ternur

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Ahem, cough, splutter.......... Bank Holiday weekend - you weren't trying to take-a-break were you? ;)

*starts legging it from the swarm*

My taking a break is not depositing. :D

I actually wanted to change my account currency. Which seems not possible. Their solution was to request closure of my current account and opening a new one. Not sure if I want to do that though.
 

Deeplay

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Well I can defo understand wanting to route customers through a support desk. We did the same. Its vital for tracking and to keep a history of ongoing support issues. Everything is logged. And when dealing with 1000s of customers its kind of a must. So I personally see nothing wrong with this - in fact surprised to hear 32red were still answering emails away from the support desk. Its not feasible at all when dealing with tons of questions. Which with 32red you can sure they do get daily because of the size of the customer base. Nothing to see here in my opinion :cool:
 

ternur

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Well I can defo understand wanting to route customers through a support desk. We did the same. Its vital for tracking and to keep a history of ongoing support issues. Everything is logged. And when dealing with 1000s of customers its kind of a must. So I personally see nothing wrong with this - in fact surprised to hear 32red were still answering emails away from the support desk. Its not feasible at all when dealing with tons of questions. Which with 32red you can sure they do get daily because of the size of the customer base. Nothing to see here in my opinion :cool:

Fair point and I agree. But on the other hand, with a company as big as 32 Red, it would not be too much of a struggle to develop their backend system to have straight email support too. To my understanding, integrating email with support desk is not a huge project.

Having such a primary address as [email protected] not monitored is a strange decision. Companies much larger than 32 Red can manage to do so. Why shouldn't they?

To put this in perspective, 32 Red still is fast in replying (even if contacting them is routed through their HD system), which is great. I contacted another gaming company tonight via email (because live chat was offline) in two different languages just to find myself waiting for an answer ...
 

Deeplay

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Fair point and I agree. But on the other hand, with a company as big as 32 Red, it would not be too much of a struggle to develop their backend system to have straight email support too. To my understanding, integrating email with support desk is not a huge project.

Having such a primary address as [email protected] not monitored is a strange decision. Companies much larger than 32 Red can manage to do so. Why shouldn't they?

To put this in perspective, 32 Red still is fast in replying (even if contacting them is routed through their HD system), which is great. I contacted another gaming company tonight via email (because live chat was offline) in two different languages just to find myself waiting for an answer ...

They have with the support desk and if they use a ticket system that you can check replys online like we do then that cuts away responses being blocked by spam filters
years past we had loads of customers pissed off saying we didnt get back to support issues - it was actually not that it was aol/ hotmail and the likes marking our responses often as spam

so we worked to get everone useing the desk to send replys and read reply's inbox from the support desk. Also much more secure behind a decent HTTPS connection so in effect the mails never leave the secure environment. And is kept in control. I must prefer using help desks as it means I never loose my replsy etc but support each to there own but I side 100% with 32red on this one. It will be secure private and ensures they never miss a trick. L)

soz for typo errors taking a sleep med as need to travel early am tomorrow and gotta 6 hours in the sac so im feeling zombified right now )
 

ternur

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They have with the support desk and if they use a ticket system that you can check replys online like we do then that cuts away responses being blocked by spam filters
years past we had loads of customers pissed off saying we didnt get back to support issues - it was actually not that it was aol/ hotmail and the likes marking our responses often as spam

so we worked to get everone useing the desk to send replys and read reply's inbox from the support desk. Also much more secure behind a decent HTTPS connection so in effect the mails never leave the secure environment. And is kept in control. I must prefer using help desks as it means I never loose my replsy etc but support each to there own but I side 100% with 32red on this one. It will be secure private and ensures they never miss a trick. L)

soz for typo errors taking a sleep med as need to travel early am tomorrow and gotta 6 hours in the sac so im feeling zombified right now )

Yes, that sounds pretty much ideal. However, when support reply is sent as a normal email your inbox (like 32 Red), secure environment flyes out the window. And the conversion continues via email. Just the method of (first) contact is changed here.
 

spintee

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My taking a break is not depositing. :D

I actually wanted to change my account currency. Which seems not possible. Their solution was to request closure of my current account and opening a new one. Not sure if I want to do that though.

It seems the only possible way around currency change now days, The few sites that has happen to me, and the one thats just bought in £ has stated the same thing
 

Deeplay

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Fair point and I agree. But on the other hand, with a company as big as 32 Red, it would not be too much of a struggle to develop their backend system to have straight email support too. To my understanding, integrating email with support desk is not a huge project.

Having such a primary address as [email protected] not monitored is a strange decision. Companies much larger than 32 Red can manage to do so. Why shouldn't they?

To put this in perspective, 32 Red still is fast in replying (even if contacting them is routed through their HD system), which is great. I contacted another gaming company tonight via email (because live chat was offline) in two different languages just to find myself waiting for an answer ...

Well way we did it was send an alert telling the user there is a reply to there open ticket and so they had to login to read reply's. Keeping all important information behind a secure connection as well as containing all support issues in one place. People did get the message and get used to very quickly checking the support desk for responses. It was a system that worked great. as for the [email protected] issue we coded it so that if a message was sent to a @support account it would automatically open and create a ticket again forcing the customer to utilize the support desk. Which allowed them also to keep a personal record of messages/ support history. I have no idea if 32red do this but I understand fully why they are going this route. Its a positive step in my humblest only of opinions :cool:
 

wobble33

Experienced Member
Joined
Aug 16, 2004
Location
uk
I never much slag off any casino but this pending for your winnings from Friday "Morning" and now Tuesday "Morning" is just unbelievable! 5 days for a cashout to be processed is unreal in this day in age! Still not even out of pending until about 4pm...

I know its being said many times, but its just deplorable off a top rated casino imo....
 
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