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32red support - no thank you

Discussion in 'Casinomeister's Poker Room' started by dazlazz, Apr 5, 2012.

    Apr 5, 2012
  1. dazlazz

    dazlazz Experienced Member

    Occupation:
    Prophet
    Location:
    London, UK
    I spotted error on 32red poker's WSOP terms and conditions - "5. The €9.9K WSOP 2010 package will include a buy-in to any $10,000 event, 10 nights at the Palazzo and $1500 towards travel and expenses." and sent them an email earlier....not soo much as a thank you.

    When customers find an error on a gaming site and they take the time to send an email, a simple thank you would be nice.

    I personally would have given a free chip if any error was found on one of my sites......

    32red wins all these awards for customer service - what a crock!!

    Regards,

    Daz
     
    1 person likes this.
  2. Apr 5, 2012
  3. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    A minor error, but surely at least deserving of a "thanks" if nothing else.

    What went wrong?
     
  4. Apr 5, 2012
  5. dazlazz

    dazlazz Experienced Member

    Occupation:
    Prophet
    Location:
    London, UK
    Ahhh not to worry Vinyl - I always looked after players who spotted website errors / typos etc - times have changed - the last time I do that for 32red.
     
  6. Apr 5, 2012
  7. conker

    conker CM Advisory Group admin - Meister Minions Manager CAG MM webmeister

    Occupation:
    Marketer
    Location:
    UK
    Well, it's fair to say its their loss in this case. Did you actually suggest a free chip? Sometimes it can be a case of "if you don't ask you don't get".
     
  8. Apr 5, 2012
  9. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    So what is it you're wanting....a thankyou or a free chip, or both?

    I brought a game error to the attention of support of an accredited casino (not 32red) and had to email back and forth until they finally believed me and forwarded it to management. It was an error costing players money (luckily a very new game) and, had I not insisted I was right, it could have still been happening.

    In the end, I was so convinced that I still wasn't being taken seriously, I contacted someone I know on the software provider end and he actually sent me a thanks and a nice gift. To this day, I haven't received a thankyou or anything from the casino, which left a bitter taste in my mouth.

    I won't be spending hours helping a casino again any time soon.
     
    1 person likes this.
  10. Apr 5, 2012
  11. Simmo!

    Simmo! Moderator Staff Member

    Occupation:
    Web Dev.
    Location:
    England
    Out of interest, how much earlier? And have they changed the wording? Is it possible that they just haven't seen it yet or was it a day or two ago Dazlazz? I wouldn't expect a free chip myself but I agree a "thank you" would be nice. If it's been a couple of days since you reported it then I can see why you'd be a bit miffed.
     
  12. Apr 5, 2012
  13. dazlazz

    dazlazz Experienced Member

    Occupation:
    Prophet
    Location:
    London, UK
    Nick from 32red came back and set up a private tournament for me and five mates - feeder to WSOP etc - thats a nice touch.

    My faith in 32red restored.

    Cheers Nick!!

    (BTW for earlier posts, its not about waiting 1 or 2 days for a response - customer support should be near enough immediate for any decent poker company - they take your money quick enough - its the essence of a good company ).

    Will laugh if qualify for WSOP over this!!

    Regards,

    Daz
     
  14. Apr 5, 2012
  15. chayton

    chayton aka LooHoo CAG PABnonaccred webmeister

    Occupation:
    Freelance Designer
    Location:
    Edmonton Canada
    I find typos and errors everywhere and I've never gotten or expected a free chip from it. I'm usually fairly surprised to even get a thank you. ;)
     
    1 person likes this.
  16. Apr 5, 2012
  17. IanO

    IanO Regular Human

    Occupation:
    Marketing and promotions
    Location:
    Ireland.
    You left out the apostophe in '' That's ''. For pointing out this typo... can I join you and your mates in that tournament? :p I've always wanted to go to the WSOP :oops:

    Always good to see a happy ending.:cool:
     
    1 person likes this.
  18. Apr 5, 2012
  19. Simmo!

    Simmo! Moderator Staff Member

    Occupation:
    Web Dev.
    Location:
    England
    Good luck in the tourney but posting in public to diss a casino because they don't immediately respond makes it look like you just want something from them, at least that's the way I see it Dazlazz. I should have deleted the thread straight away to discourage others from doing this but i was slow off the mark. Won't happen again. A day or two without a response, then fair enough.
     
    12 people like this.
  20. Apr 5, 2012
  21. deepsky2

    deepsky2 Senior Member

    Occupation:
    maintenance manager
    Location:
    toronto ontario canada
    I agree.........
    I think to many of us expect something for nothing and I have been guilty of this
    myself.
    I see were a casino like 32Red is Generous with someone and others see that it becomes a case what about me.
    Yes I do believe pointing out something thats wrong in a casino we should at least get a reply of thanks
    but lets stop exspecting free chips etc.
     
    4 people like this.
  22. Apr 5, 2012
  23. Jennifer

    Jennifer Banned User - violation of <a href="http://www.cas

    Occupation:
    stuff
    Location:
    canada
    I did this for omni casino a month ago. They had a spelling error on their mainpage I came across. Which looks extremely unprofessional and could hurt new sign ups. I didnt even care if I got a thank you let alone free chips. Instead their live chat was sort of rude.

    That was the last day I played on omni. If I take the time out of my day, to make a nice gesture and ask for nothing in return, I expect to be treated properly.

    I also did this for 32red. They sent me an email full of grammar errors. I responded politely and fixed the errors. I also stated since they win all these awards maybe they better start doing some spell check. Never heard back.

    Not a fan of 32red at all. It seems like over these last few months `treating customers properly`has gone right out the door.
     
  24. Apr 5, 2012
  25. chayton

    chayton aka LooHoo CAG PABnonaccred webmeister

    Occupation:
    Freelance Designer
    Location:
    Edmonton Canada
    Way back when I played at 888, they had that one game, Labyrinth of Something (Egypt?) but the voiceover guy couldn't pronounce it and it just made me cringe whenever I went to play it - he'd say "LABOR-NITH" :eek2: I wrote them about it and they wrote back something like, "Sorry for the inconvenience, turn your sound off" lol - it wasn't that rude, but basically that's what it boiled down to.

    On playtech, there are a couple games where the voiceover guy says "Congratulations, you've won 10 free game with a x3 multiplier" but instead of saying 'times three' he says 'EX three' which kinda bugs me too. Unless I'm winning - then he can say whatever he wants. :D
     
  26. Apr 6, 2012
  27. dazlazz

    dazlazz Experienced Member

    Occupation:
    Prophet
    Location:
    London, UK
    Simmo I am not sure if you have actually worked in the business, but waiting two days for an email response is not acceptable in any of the casinos or poker sites I have run. I thought you moderators were supposed to look after the players and yet you say waiting 2 days for an email response is ok???
     
  28. Apr 6, 2012
  29. Simmo!

    Simmo! Moderator Staff Member

    Occupation:
    Web Dev.
    Location:
    England
    Everyone has their own opinion on what's a fair waiting time and what's not, I appreciate that. Some requests and emails require more time than others to investigate. But speaking for myself, I wouldn't go to a public forum a couple of hours after sending an email to a casino and not receiving a response to post negative comments and start talking about free chips. I'd probably wait a day, follow up the email and make sure it was received and then maybe a day later start to think I was being ignored.

    It may not have been your intention but to an impartial observer such as myself, it looked like you saw an opportunity to do a bit of public blackmailing.
     
    1 person likes this.
  30. Apr 6, 2012
  31. Tirilej

    Tirilej Still a Lady CAG MM

    Occupation:
    Breathing
    Location:
    Sweden
    If I find something wrong I'm expecting the casino in question to fix the problem, not giving me anything for discovering it. A thank you is nice to get but I don't feel I need that either.

    If I ever get a thank you with a free chip to go with it, I don't post about it, since I know most casinos don't want me to.
    Sometimes they have even asked me not to post about it, because they don't want people to start searching for reasons to get a free chip;)
    It's something between me and the casino in question.

    If they don't solve the problem, then I would post about it.:)
     
  32. Apr 6, 2012
  33. Mark_32Red

    Mark_32Red Affiliate Manager for Accredited Casinos

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

    I'm glad to hear that this was resolved to your satisfaction, but I'd just like to clarify some timings as there seems to be some confusion regarding "waiting 1-2 days for a response" which should never be the case at 32Red.

    Checking through our email system I can see we received your initial email at 10:41, this was forwarded at 10:52 and the website was updated at 11:13. I can see that Dominick apologised for the delay when he responded at 11:47. When our poker manager was made aware of the mistake, he contacted you with the gesture of a private tournament later that afternoon.

    I'd like to personally thank you for bringing this to our attention, we try our best to avoid such mistakes but they inevitably do happen and we appreciate it when we are advised of such errors. We tend to prioritise password resets or account query emails in the support inbox so it did take a little longer than usual to get back to you, but hopefully the timescales and final resolution were to your satisfaction in the end.

    Thanks once again,

    Mark

    Edited to add: the above times are Gibraltar time, so an hour ahead of UK.
     
    2 people like this.
  34. Apr 6, 2012
  35. Simmo!

    Simmo! Moderator Staff Member

    Occupation:
    Web Dev.
    Location:
    England
    Mark...the confusion over 1-2 days was my fault. I was using that as an example of how long I would have waited before posting about it on a forum had I been so inclined to do so.
     
    1 person likes this.
  36. Apr 7, 2012
  37. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    I'm more confused now.

    Dazlazz says he didn't receive a thankyou email. So what did Dominick say in his email response? The way op described it, he didn't get any response at all, which seems to be stretching the truth somewhat.

    I also agree with Simmo!...this could have been sorted privately with the rep, although I suspect also that it was done publicly for a reason.
     
  38. Apr 7, 2012
  39. ksb11

    ksb11 Senior Member

    Occupation:
    Personal Trainer
    Location:
    Wait'n for a payout!
    Hey Mark, if you let me become the only USA player with a 32Red account I promise to never complain about not getting a thank you email. And I won't even tell anybody:D
     
    Last edited: Apr 7, 2012
    7 people like this.

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