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32red Customer Service - Keely

Discussion in 'Online Casinos' started by byhc, Jul 23, 2015.

    Jul 23, 2015
  1. byhc

    byhc Dormant account

    Occupation:
    Researcher
    Location:
    Canada
    Hi,

    I will begin by saying that 90% of the customer reps that I dealt with at 32red were top notch, and seemed very genuine.

    Anyways, I've been on a losing streak over there, down about $700 (not a huge amount) within the last few months, so I've been hesitant with depositing. I like to ask for some free spins instead of using the 25% bonus promo sometimes, because it's just so little, especially since some days they have the 100% promo. The thing is, I'm impatient, and I don't feel like waiting, so I see what they can offer me. Usually they're able to provide me some free spins here and there, and when they can't, I'm totally fine with it as well, and I go along my way.

    But yesterday (or earlier today), I spoke with someone that told me there was nothing they could do on my account at this moment, but he will, quote: "send you some luck next time :)". Right before he said that, I was saying that hopefully you could send me some free spins to change my luck. So now I assume that he means, after I deposit, he might be able to offer me something because I did something with my account again, so I go and ask after depositing. Now this time, I spoke with a different rep called Keely, who was extremely rude. I would tell her certain things that was said before, and she would imply that I was lying because "she had the full transcript". Of course, I understand that the free spins are BONUSES for a reason, so if she simply told me a mistake was made in the language by the previous rep, so be it, but instead she tells me how I'm wrong, that nothing about it was mentioned, that I didn't deal with people that I did deal with (over email).

    I know 32red is a popular casino, and rightfully so, but I also wonder if anyone has dealt with the same customer rep and had the same attitude problems (I know it's hard to discern attitude over text, but it's very obvious she was being rude)?
     
  2. Jul 23, 2015
  3. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    ^^^^ Can't imagine Keely being rude, to be honest....... in fact, in nearly 4 years of being a 32RED customer and countless, probably hundreds, of live chats i never had anybody from their support team being rude, not in the slightest. :thumbsup:

    Fact is that support agents can do much less nowadays in extra bonuses and spins and this can lead sometimes to disappointment for players who are used to the "freebies".

    So you think 25% is little? They do a bonus every day. Would you like to have 200% every day? Then please play at TOPGAME/RTG/RIVAL sites who are offering huge match bonuses but don't start complaining that they don't pay.


    And please read the posting rules for the CM forum
    .... clearly states that you should contact the casino rep first with a complaint and give them the chance to put things tight. Once you don't get an answer or only a unsatisfactory one then you can proceed with posting your complaint!!! You might get a warning for this post.
     
    1 person likes this.
  4. Jul 23, 2015
  5. byhc

    byhc Dormant account

    Occupation:
    Researcher
    Location:
    Canada
    I did mention she was the exception. I do think 25% is little, but I clearly mentioned that it wasn't the bonus that bothered me, it was the attitude and the approach she took to telling me there was nothing she could do.

    I did complain with the rep, which is where the part about dismissing who I've spoke to before comes into play.

    By example, I found your post rude, with how you implied I'm lying since you can't imagine anyone being rude "to be honest", and with how I'm looking for 200% bonus when in fact I am not. In the same manner, I felt Keely being rude, am I correct to think so? Of course word by word dissection, your post wasn't rude, but that's not how communication works is it.
     
  6. Jul 23, 2015
  7. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    Did you complain with Mark here at CM? He is the official 32RED casino rep at CasinoMeister: http://www.casinomeister.com/forums/member.php?u=12993 . you should contact him first before posting a complaint.

    I had my own experience when i joined CM and received my warnings for not following the forum posting rules, hence, i thought i point it out to you.
     
    1 person likes this.
  8. Jul 23, 2015
  9. byhc

    byhc Dormant account

    Occupation:
    Researcher
    Location:
    Canada
    No because when I said I would try and speak with Mark about her attitude, Keely clearly said, quote: "Mark does not deal with players", and then, "that is what the support team is for".

    But now that I double checked, I did end up posting in the wrong section oops! Then again, I'm not strictly looking for a resolution to my complaint (not even really a complaint), since it's only been this one small incident, I was simply curious if other people had a bad time with that particular rep.
     
  10. Jul 24, 2015
  11. ProbabilityZero

    ProbabilityZero Senior Member

    Occupation:
    Carer of Dementia sufferers
    Location:
    Onmybutt
    I've always found 32 Red CS to be exemplary. There has been one occasion when I felt slightly disappointed but on reflection it was my own impatience at a resolution and the CS had simply Not been in a position to rectify.

    Sure some are more bubbly and warm than others but all are professional in my experience.

    I've had awful luck everywhere I play recently. Again not any casino's fault.... Simply the nature of the beast.

    When the beast is being unkind I go on a diet for awhile :)

    When the beast is more gentle on my wallet I'll treat him/her/it to a hearty meal lol ;)
     
    3 people like this.
  12. Jul 24, 2015
  13. Mark_32Red

    Mark_32Red Affiliate Manager for Accredited Casinos

    Occupation:
    Head of Marketing
    Location:
    32Red Marketing Dpt
    Hi Byhc,

    Thank you for your post and apologies that you felt like you needed to post here.

    I would firstly like to say that Keely is one of our long standing support staff and I know it wouldn't have been her intention to cause any upset. If you had previously been given the impression that a 'comp' was due then I apologise as this usually isn't something we would promote.

    I would be more than happy to investigate your communication history should you see fit, but I expect that Keely's decision wouldn't have been made without looking at what was available.

    Please PM me if you would like this to be looked into further, otherwise thanks for your kind comments on the fact that you are happy with 90% of the support you receive.

    I should add that although I appreciate Keely advising that it's not my role to deal with players directly, we do welcome any feedback via this forum. If anyone has feedback on how a query is dealt with (not a 'this support person didn't give me a bonus' please) then please do not hesitate to PM.

    Regards
    Mark
     
    7 people like this.
  14. Jul 24, 2015
  15. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    Hi Mark,

    Sorry to trouble you, Had an email saying I had money in my account, When taking a look I had 0 in there, I can understand if I had even a few pence in there as most likely auto emails but with o in there its a bit misleading,

    Thank You


    32red Customer Service - Keely: 32.jpg,Jul 24, 2015
     
  16. Jul 24, 2015
  17. Mark_32Red

    Mark_32Red Affiliate Manager for Accredited Casinos

    Occupation:
    Head of Marketing
    Location:
    32Red Marketing Dpt
    I'm just on my way into the office, I will check this as soon as I get in.

    Regards
    Mark
     
    1 person likes this.
  18. Jul 24, 2015
  19. ProbabilityZero

    ProbabilityZero Senior Member

    Occupation:
    Carer of Dementia sufferers
    Location:
    Onmybutt
    Maybe the current battle of slots promo (unless you haven't spun in last week). Maybe notification sent before reward.
     
  20. Jul 24, 2015
  21. Mark_32Red

    Mark_32Red Affiliate Manager for Accredited Casinos

    Occupation:
    Head of Marketing
    Location:
    32Red Marketing Dpt
    @Spintee - PM Sent. :)
     
    1 person likes this.
  22. Jul 24, 2015
  23. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    Mark kindly sent a PM, it was in my original account from 32 which should of been deleted when I used the migrated account, God knows why the CS did not delete as I mentioned many of times that it was the easiest switch over going, Took two minutes and received a new bonus, He told me that there was a £5 bonus so just wait untill he mergers that account into one

    I do have an odd deposit now and than, So prety lucky as could of easy logged on to both and been done in for a bonus cheat :) They can see that I would of only logged in with the migrated acount
     
  24. Jul 24, 2015
  25. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    Yes safely in there Mark,

    Thank You
     
  26. Jul 24, 2015
  27. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    Well after reading the OP and comments in this thread I am not happy.

    My loyalty to 32 Red is second to no other but I can only share my disappointment

    NO 500% match today (with reduced WR, no scratch that zero WR)
    NO 100 Free Spins in ALL MG's June & July new releases (at Max Bet/coin)
    NO Prossie who does not know how to say 'No Jon, even animals don't do that'
    NO 1,000 Embassy No.1 and 1,000 330ml Carling

    and to think NONE of this was promised, should have the ability to read minds tut!

    anywayyyyyyyyyyyyyyy

    Have a great weekend all :D :D :D
     
    5 people like this.
  28. Jul 24, 2015
  29. osulle

    osulle Ueber Meister CAG mm4 mm1

    Occupation:
    life
    Location:
    Northern hemisphere
    I just had a lovely experience as always dealing with 32Red Customer Service with regards to loyalty points. Cherly explained that it takes a little time to update after a session. She was professional and extremely pleasant. She made being told my RTP at 32Red this year is 88% less painful than other CS reps I have dealt with at other casinos. I think 32Red CS has the perfect balance between professionalism and friendliness towards their customers. Now I just need to get that darn RTP up a bit:D

    Good job as always 32Red CS team:thumbsup:
     
    4 people like this.
  30. Jul 24, 2015
  31. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    After seeing a few more replys I say abit more :)

    I tend to stay away from CS, My written is not the best & also no alot of cs are as thick as two short planks, Nether hit a spin button in there life,

    I must stress when I do than 32 has a good record of good CS, There is also a few more that are great, I canot comment alot because I simply stay away from them, But recently any time (not many) They have been great at a few places,

    What I do not like is theses net work chats,Name but not shame the IPS sites, slotto, bet UK,bingo stars, If they had any brains they will be dangers
     
  32. Jul 24, 2015
  33. incrediblestuff

    incrediblestuff SearchingForTheHolyGrail! CAG webmeister

    Occupation:
    Currently: Self employed, Previously: Manager
    Location:
    Mostly the Netherlands
    I can also conform that throughout the years, no other Casino has even come close to the level of service i am getting from Customer support: and let's face it, were talking about customer support only, so live chat, phone and email. As a few other sites have amazing reps like Mark and awesome managers like Pat too, i always felt, that especially their first line of customer support is better than anywhere else: 3Dice coming in a close second, or at least they did when i was still active there:)

    Don't get me wrong, Mark and Pat, and Jonathan, and all the other great folks @ 32Red, may have that extra edge, but that is stuff to get deeper into during the next Casinomeister Awards:) But like stated above, and i think osulle summed it up perfectly: just the right mixture of friendliness and professionalism!
     

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