3Dice - I am beyond frustration

[funeral979]

[Max says: later in this thread the OP says:

I went a little ape shit on the post. ... My apologies, I know you [that's Enzo from 3Dice] are a stand up rep.

So take what's posted below in that context.]

I was really hesitant about starting this thread, but I am beyond frustration so....

For a casino that has won a Best Service award I find my situation a little hard to believe.

A few months ago, I was having an issue getting my account set up and claiming the welcome bonus. Well, I was taken aback by the swiftness with which Enzo was able to help me. I got a reply from my PM in literally about 15 minutes. WOW, I said! Well I am having a different sort of issue now, and as it doesn't involve me making a deposit, guess what? NO SUPPORT! For almost 4 days now I have tried to reach Enzo via PM, via live chat from website, via live chat from casino interface, via email, via his personal email.....NO RESPONSE! I see under the accredited tab it says casino must take care of any player issue swiftly and proffesionally. Well I feel I am being ignored simply because I am not trying to make a deposit. And I know Enzo has been around as he has logged in here at least 15 times since I have tried to contact him. Unless someone else is logging in under his 3Dice name.

Now I can appreciate the fact that my situation may be unique and it requires the managers attention, but I think that 4 days is enough time to acknowledge me?

Shouldn't any player issue be handled in a timely fashion? Not just ones that involve the player sending money to the casino?


It just seems to me that when a casino reaches accredited status that it doesn't matter anymore. They can simply do the minimum required to keep that coveted Accredited title. They have achieved God status....why bother anymore?? Now this doesn't hold true for all of them, but maybe me being in the US my options of the CREAM OF THE CROP accredited casinos is very limited.

Just a few more examples...

Main Street Group- its in their terms so it must be ok....but 14 days for a cash in??? Come on! And no, its not really a joke or for extreme situations...I played there for years and this always holds true!

INetBet- hey, we are accredited! so lets stay just stay in the dark ages and only offer email support. and while we are at it, lets make our email support rude on snotty on top of it...because we can! and dont forget silly terms on tiny insignificant free chips!

Club World- player wins almost 50k, but played a few hands of bj...or was it vp? lets void all his winnings...it was in our terms, I know, we dont need to bend a little or anything, we are CASINO OF THE YEAR!

Rushmore Group- (nothing against Louise) I don't think I need to explain anything here...

Grande Vegas- this casino alone spams me more than the entire Virtual Group combined. This is NOT an exaggeration!


I think you get the idea.

It would be nice to play at a casino with promises of high standards....and actually have them come through.

 

[Kenny Lingus]

Easy solution - do what I have done....

and stop playing online altogether!

I have not deposited into an online casino for over a year and I haven't missed it.

I do play free chips and poker freerolls, but when it comes to giving these money-grubbing b*stards my hard-earned coin.....

FORGET IT!

I know I deserve better than what they are giving.

 

[SlotKing]

Does your issue absolutely require Enzo to help you? Anna has just as much authority as Enzo does and she is excellent at being a manager.

Karen, Ellen, Andrea, Jared, Ron, Bob and everyone else can also usually assist. Not everything requires going straight to the top. Big issues I can understand... but Enzo is a very busy man - it shouldn't always be up to him to solve everyone's issues.

I don't think its fair to assume that if Enzo isn't helping you on your issue, that their support is crap - we all know that is not the issue, and an inference to that is unfounded. If you can't get a hold of Enzo, then go another route - ask for Anna's help next time... She would be more than willing to help and will most likely solve the issue as quick as Enzo would.

I hate when people say this kind of stuff and then realize that there was another way to go that would solve the problem just as quick... it makes it look like they are in a hurry and just want to... well... I'll save my personal remarks.

Ask Anna if you can't find Enzo. It's bound to work.

 

[LaurieJim]

Does your issue absolutely require Enzo to help you? Anna has just as much authority as Enzo does and she is excellent at being a manager.

Karen, Ellen, Andrea, Jared, Ron, Bob and everyone else can also usually assist. Not everything requires going straight to the top. Big issues I can understand... but Enzo is a very busy man - it shouldn't always be up to him to solve everyone's issues.

I don't think its fair to assume that if Enzo isn't helping you on your issue, that their support is crap - we all know that is not the issue, and an inference to that is unfounded. If you can't get a hold of Enzo, then go another route - ask for Anna's help next time... She would be more than willing to help and will most likely solve the issue as quick as Enzo would.

I hate when people say this kind of stuff and then realize that there was another way to go that would solve the problem just as quick... it makes it look like they are in a hurry and just want to... well... I'll save my personal remarks.

Ask Anna if you can't find Enzo. It's bound to work.

She is online now and so was Enzo abit ago, funny i never have problems getting in touch with them. Anna can do just about as much as Enzo can, thats who takes care of me and does a damn fine job of it, pronto service from any of the staf


Laurie

 

[Pocketdiggers77]

I've had issues as 3D before and it seems like it took forever for them to get back but I can tell you this. They always get back to me even if it takes a month. I dont sweat it anymore and I usually wait until they get back to me before I start playing again. I've come to realize that sometimes things take time to get resolved at 3D but as long as they explain it or fix it I dont have a problem waiting.

PD

 

[kakata]

I've had issues as 3D before and it seems like it took forever for them to get back but I can tell you this. They always get back to me even if it takes a month. I dont sweat it anymore and I usually wait until they get back to me before I start playing again. I've come to realize that sometimes things take time to get resolved at 3D but as long as they explain it or fix it I dont have a problem waiting.

PD

I disagree...if I may.
A player wants to play NOW...not when and if ppl answer.
CSs are there to make sure ppl are happy and do deposit....how can someone be happy and deposits if they dont respond???
BTW it didnt happen to me with 3 dice...it did tho with a different casino

 

[PNWGirl38]

Have you tried calling 3Dice?

They have the best support around.

Maybe you should try calling. I surely wouldn't hang em out to dry here.

I don't think they are trying to avoid you. So not 3Dices style.


Give em a call!

 

[AudiManinBoro]

Hang on a second here guys. I agree with both sides but correct me if im wrong here but on THIS forum, Enzo IS the point of contact? Right? yes thought so, in this case, he has a responsibility to respond to all enquiries that come his way, not just the ones he wants too. If he doesnt want this responsibility, he should give up his position here and assign someone else. Its realy as simple as that.

 

[SlotKing]

Hang on a second here guys. I agree with both sides but correct me if im wrong here but on THIS forum, Enzo IS the point of contact? Right? yes thought so, in this case, he has a responsibility to respond to all enquiries that come his way, not just the ones he wants too. If he doesnt want this responsibility, he should give up his position here and assign someone else. Its realy as simple as that.

He may be the point of contact, but if the man is busy with other issues (and he is), it might take some time for him to get around to everything.

If he logs in here, and then leaves after a little bit, it is very likely he is getting his PM's, copying them down, and leaving so he can do his research on the issue with the reps (or with the games, etc.).

I'm sure it's really not that hard to figure out. Give him some time. I assure you he will get to you. Instantly, maybe not. But a couple days is warranted.

 

[tuollesMC]

He may be the point of contact, but if the man is busy with other issues (and he is), it might take some time for him to get around to everything.

If he logs in here, and then leaves after a little bit, it is very likely he is getting his PM's, copying them down, and leaving so he can do his research on the issue with the reps (or with the games, etc.).

I'm sure it's really not that hard to figure out. Give him some time. I assure you he will get to you. Instantly, maybe not. But a couple days is warranted.

I'm going to pitch in here and support the above statement.

And I'd also - if the OP doesn't mind - hearing what exactly this issue is that ONLY the manager can deal with?

It is my experience that my infinitely more valid issues than the mountain of not-invalid or silly but very much non-urgent and not tangibly worth the CS expenditure which is tied up by new or inexperienced or [let's face it, idiot players - and I am NOT of the opinion the OP is on any of the these, I'm just about to make a point]...it is my experience that, far too often from a commercial standpoint if nothing else, CS is burning their time fielding ND chip questions from non-depositing or new players...whilst I'm patiently waiting for an hour or w/e to ask about perhaps a bug that double charged my NETeller for a large amount [actual recent example] or querying why Blackjack is paying out at 1:1 [hypothetically]...

And whilst I stress that playing with ND chips or playing small stakes recreationally is actually FAR smarter than "high roller" stupidity - too often players I think forget the fact that this is commerce. And too often online casino CS loses valuable customers with no sense of prioritising.

I had an issue today at a casino where I'm stuck 80k or so mostly running horribly but some real retardation in there - of course. But the point is - if you were running a casino, and a customer who had deposited 80k and withdrawn 5k in a 3 month period, would you [the fact I was on Live Chat over a very serious concern was not known to them but it shouldn't be relevant obv]...would you allow their experience contacting CS to look like this:

Chat start time Apr 1, 2010 4:59:42 PM EST
Chat end time Apr 1, 2010 6:22:10 PM EST
Duration (actual chatting time) 01:22:27
Operator xxxxx
Chat Transcript
info: Please wait for a site operator to respond.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
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info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
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info: You are now chatting with....

This is incompetence and gross levels of self-noose, and with apologies to all the smarter folk than I who are not as commercially retarded and therefore as 'valuable' [trust me, only a MORON would be 'proud' of such shameful 'value'] to a company like an online casino - the fact that I know 100% that I'm waiting for 40 minutes purely because a flood of non-depositing players are discussing the finer points of whether they think their ND is fair or not [whilst I am owed many thousands from a big casino error]....I dunno, I guess I just want to remind players that at the end of the day, commerce is commerce. If you feel Enzo is avoiding you, without knowing one thing about you, I'm willing to put a huge amount of $ on the fact that either he's just too busy for your concerns [however valid they may be, they might be a commercial priority]...or on the fact that your concerns are completely invalid and there is no point endlessly going around in circles on them...

Again, I don't know squat about you or your concerns obv. But your post, although you seem to be otherwise fairly bright, definitely scream a lack of understanding of commerce [at least, that's thy it appeared to me on first reading....]

I get to the end of this rant and I am not really sure what I'm trying to say. i guess basically that players and operators so often run their CS with gross inefficiency. And before calling to arguments such as "every player concern must be responded to quickly", I would first like to see a personal assessment of the validity of that concern.

I have far more valid concerns than ANY casino on the Accredited list could even answer or be expected to answer truthfully - so it's not exactly effective a term [ in any case].

 

[skiny]

This might be the vaguest complaint I've seen yet.

I have a problem. Not saying what it is. It's just a really special problem that not a single person who works for this casino can handle other than Enzo. It's so special in fact nobody that works for this casino can even listen to the problem and get Enzo's advice or response. Without Enzo my problem is unsolvable. This casino has the worst support ever because it's been 4 days and the manager hasn't contacted me personally. What the hell? I'm more important than anything he could possibly be doing.

 

[funeral979]

This might be the vaguest complaint I've seen yet.

I have a problem. Not saying what it is. It's just a really special problem that not a single person who works for this casino can handle other than Enzo. It's so special in fact nobody that works for this casino can even listen to the problem and get Enzo's advice or response. Without Enzo my problem is unsolvable. This casino has the worst support ever because it's been 4 days and the manager hasn't contacted me personally. What the hell? I'm more important than anything he could possibly be doing.

I never said this casino has the worst support ever, but sarcasm noted/appreciated. I was just making the distinction that when I needed help getting my account set up, support was instantaneous, and now not so much....

And as far as your last remark, ive worked in human resources/customer service for 2 decades....and I can tell you that you should treat every customer/situation like its the most important thing you have to do!

 

[skiny]

Ya, well. I live inside the confines of reality and I can't have 17 most important things to do.

 

[jas2587]

This might be the vaguest complaint I've seen yet.

I have a problem. Not saying what it is. It's just a really special problem that not a single person who works for this casino can handle other than Enzo. It's so special in fact nobody that works for this casino can even listen to the problem and get Enzo's advice or response. Without Enzo my problem is unsolvable. This casino has the worst support ever because it's been 4 days and the manager hasn't contacted me personally. What the hell? I'm more important than anything he could possibly be doing.

no offense here but Enzo could be on private time like say a vacation just because 3Dice logs in does not mean it is Enzo he could be sick or have a family emergency

where my man works if his boss takes off it seems no one else can handle the sitution ((( their words))) an he will have to wait

same thing at our bank if so an so isnt there we have to wait

well what would they do if that person just up an passed away who would be able to handle the crisis not that I want anyone to pass away

I know you can email Enzo at
Enzo@3dice.com

Good Luck

Cindy

 

[funeral979]

Ya, well. I live inside the confines of reality and I can't have 17 most important things to do.

Why don't you worry about your own complaint with 3Dice, instead of popping up in my thread with your sarcasm.

 

[3Dice]

Now I can appreciate the fact that my situation may be unique and it requires the managers attention, but I think that 4 days is enough time to acknowledge me?

Shouldn't any player issue be handled in a timely fashion? Not just ones that involve the player sending money to the casino?

Funeral979,

The 29th you contacted me with your issue. Without giving out details, not an issue with 3Dice, or bonuses or any type of typical problem, but an exceptional request that most other casinos would not even consider. The evening of the 29th I responded to you explaining that I did not have enough information to make a call and requesting you to send me some background to help me do just that.

By the evening of the 30th I receive that information, and some more the 31st. My next pm to you is the 2nd of April. Given the nature of the issue there are few people that would consider this a slow response and I'm baffled that you would even consider making a post to diss 3Dice in your situation.

Unfortunately, other readers here cannot assess this situation with knowing the nature of the issue and I'm fairly certain that you don't want this discussed in public. Therefor I suggest that unless you want to share the details of this issue with the rest of the forum, we handle the followup on this in pm.

Regards,

Enzo

 

[funeral979]

Funeral979,

The 29th you contacted me with your issue. Without giving out details, not an issue with 3Dice, or bonuses or any type of typical problem, but an exceptional request that most other casinos would not even consider. The evening of the 29th I responded to you explaining that I did not have enough information to make a call and requesting you to send me some background to help me do just that.

By the evening of the 30th I receive that information, and some more the 31st. My next pm to you is the 2nd of April. Given the nature of the issue there are few people that would consider this a slow response and I'm baffled that you would even consider making a post to diss 3Dice in your situation.

Unfortunately, other readers here cannot assess this situation with knowing the nature of the issue and I'm fairly certain that you don't want this discussed in public. Therefor I suggest that unless you want to share the details of this issue with the rest of the forum, we handle the followup on this in pm.

Regards,

Enzo

Fair enough.

I admit that my post was a bit out of character. I am one of the first to step in when a rep on here gets slung through the mud. We have had far too many just leave and that is unfortunate.

I guess this was the straw that broke the camels back, for me....so I went a little ape shit on the post.

My apologies, I know you are a stand up rep.

 

[maxd]

... ive worked in human resources/customer service for 2 decades....and I can tell you that you should treat every customer/situation like its the most important thing you have to do!

That pretty much depends on where you are. In the States, yes, your description pretty much applies to the typical company party line.

In Canada, not so much, the customer is expected to be reasonably polite and civil.

In Europe, especially here in France, the customer is expected to treat the service person with respect at all times. You don't raise your voice, you don't give them a hard time, and above all you don't say "Where's your manager, I want to speak to someone in authority."

If you do any of these things you're likely to get tossed out on your ear, no apologies. At the very least your issue has gone way sour and you'll be lucky to break even.

If the service person is having a crappy day, guess what, crappy service! Unlucky for the customer but hey, service people here are entitled to their moods like anyone else.

You may not like how they do things elsewhere but if you look at it a certain way I suggest there is some respectable logic to it: the person, both parties, are what the thing is about, not just the coins in the coffer. In the US the man with the gold makes the rules, elsewhere that may not apply, at least there may be a lot more resistance to it than you are used to.

So you see, "service" is a relative term. The US standard is not the world standard, it's just the US standard.

PS: thread title changed to better reflect the case at hand.

 

[funeral979]

Max, you had a different thread title up there for about 1 minute....I think I liked it better....much more....colorful

 

[maxd]

Yeah, I know. But there is such a thing as too much colour, as much as I hate to accept that sometimes. We'll keep that title as our private one for this.

 

[WagerWitch]

Funeral...

I'm sorry - I think given the opening line in this thread - this thread was manipulative, wrong and meant specifically to GOAD 3dice into providing a fast response - just because you demanded it and decided to "DISS" them.

As I notice this is a personal issue - one that you would not want to have displayed - yet you flagrantly "dissed" and displayed NEGATIVE attention towards 3dice - specifically saying that 3dice only took care of "DEPOSITING CUSTOMERS MAKING A DEPOSIT RIGHT NOW".

I understand that you apologized.

However - this thread appears like a complaint, when instead it is found out that the issue belonged with your situation - and NOT ANY FAULT of 3dice...

People coming into CasinoMeister are Gamblers.

NEGATIVE POSTS detract from deposits and customers.

Sorry - that is the absolute truth.

Seeing this post shows me that people who are gamblers can be impatient - VINDICTIVE people.

Again - I REALIZE you apologized - BRIEFLY...

However - the ORIGINAL POST remains - and people coming in are not going to read 2 pages to get a 'feel' for what is wrong when researching for casinos to play. They are going to read your opening lines - and those lines make 3dice look terrible. Which, after I read this thread - it wasn't 3dice that was terrible - it was, in fact, probably your actions that you were more upset with.

I don't know - but this post really left a sour taste in my mouth - and I think besides an apology - possibly asking for the removal or the ABILITY to add to the post:

"I'm SORRY - PLEASE IGNORE THIS POST - I WROTE IT WHEN I WAS UPSET - BUT NOW THAT I'VE BEEN HELPED - I REALIZE I WAS IN THE WRONG"

 

[maphesto]

People coming into CasinoMeister are Gamblers.

NEGATIVE POSTS detract from deposits and customers.

Sorry - that is the absolute truth.

I almost agree here. Many posts with complaints are definately making people think twice before deposit in a certain casino. But this post was screaming FRUSTRATED PLAYER all over it.
Those posts don´t scare away normal players at all.

I also think that the smart casino reps often turns the issue to their favour in a smart way.

Like Enzo did here, he made it perfectly clear that at 3Dice they don´t go public about players issues:

Unfortunately, other readers here cannot assess this situation with knowing the nature of the issue and I'm fairly certain that you don't want this discussed in public.

I don't know - but this post really left a sour taste in my mouth - and I think besides an apology - possibly asking for the removal or the ABILITY to add to the post:

"I'm SORRY - PLEASE IGNORE THIS POST - I WROTE IT WHEN I WAS UPSET - BUT NOW THAT I'VE BEEN HELPED - I REALIZE I WAS IN THE WRONG"

I don´t want posts to be removed, its very hard to read and understand threads in that way. I often read old threads here and I want them to remain readable.

I agree 100% with the ability to add things afterwars if issues are solved or the op realizes her/his mistake.

But I´m sure that if the op asks maxd or any other mod they can add an explanation to the first post.

 

[funeral979]

Funeral...

I'm sorry - I think given the opening line in this thread - this thread was manipulative, wrong and meant specifically to GOAD 3dice into providing a fast response - just because you demanded it and decided to "DISS" them.

As I notice this is a personal issue - one that you would not want to have displayed - yet you flagrantly "dissed" and displayed NEGATIVE attention towards 3dice - specifically saying that 3dice only took care of "DEPOSITING CUSTOMERS MAKING A DEPOSIT RIGHT NOW".

I understand that you apologized.

However - this thread appears like a complaint, when instead it is found out that the issue belonged with your situation - and NOT ANY FAULT of 3dice...

People coming into CasinoMeister are Gamblers.

NEGATIVE POSTS detract from deposits and customers.

Sorry - that is the absolute truth.

Seeing this post shows me that people who are gamblers can be impatient - VINDICTIVE people.

Again - I REALIZE you apologized - BRIEFLY...

However - the ORIGINAL POST remains - and people coming in are not going to read 2 pages to get a 'feel' for what is wrong when researching for casinos to play. They are going to read your opening lines - and those lines make 3dice look terrible. Which, after I read this thread - it wasn't 3dice that was terrible - it was, in fact, probably your actions that you were more upset with.

I don't know - but this post really left a sour taste in my mouth - and I think besides an apology - possibly asking for the removal or the ABILITY to add to the post:

"I'm SORRY - PLEASE IGNORE THIS POST - I WROTE IT WHEN I WAS UPSET - BUT NOW THAT I'VE BEEN HELPED - I REALIZE I WAS IN THE WRONG"

Lets make it clear that I did not DEMAND anything. I don't believe I said that anywhere.

The focus of this thread was meant to be what I perceived as mounting mediocrity in the service given to US facing accredited casinos.

Unfortunately the 3Dice issue was the straw that broke the camels back for me, and I suppose became the focus of my post. As you can see it was not the only casino mentioned. Again, I apologize if perhaps I posted a little hastily. However I did not post any untruths.

As I suspect that some of the more overzealous members here will take their shots at me, I will refrain from posting anymore in this thread.

 

[WagerWitch]

Excellent suggestion - perhaps like a PAB coverup - where you have the option to read it - with the warning advisement:

This post's original complaint was unfounded - and the original poster has apologized for making it. Do you still Wish to Continue Reading?

Or something like that??

Great idea...

 

[maxd]

As I suspect that some of the more overzealous members here will take their shots at me, I will refrain from posting anymore in this thread.

Hmmm, that's awfully convenient: 'I can kick the hornet nest but please, no hornets for me.' WTF?!? Sounds to me like you're saying "I can post any old thing I like but please don't hold it against me ... and I'll skip if I don't like the heat." In circumstances like that why should anyone listen to a thing you say? Or, am I being "overzealous"?

... perhaps like a PAB coverup - where you have the option to read it - with the warning advisement .... Great idea.

First of all, let's agree to call them something else, I don't do "PAB coverups".

Second, not such a great idea if you're the chump who has to implement and edit those into place. That would be me and I'm none too keen on heaping more of that kind of fiddly housekeeping stuff on my plate.

That said I agree that something needs to be done in this case. If the OP won't compose an appropriate "disclaimer" to be added to the original post I'll do it for them. As it stands it's deceptive, unnecessarily provocative and inappropriate to the actual situation at hand.

Later: on second thought, forget it. I've got better things to do than wait around for a person to post when they've said they won't be reading the thread anymore. I'll amend the original post as I see fit and I'll do so now.