Ausvegas - excellent customer support

rayharold

Dormant account
I know it is easy to want to post when one has a complaint. However, I would like to post a compliment for the Ausvegas support team. I attempted to deposit to the casino via Neteller. However, for some reason the deposit was taken out of Neteller but not credited to my Ausvegas account. I contacted support via Live Chat. Hey, it really works! Anyway, I talked to Brad and he said to give him about fifteen minutes and he would track the problem down and send me an email when the problem was resolved. I told myself, yeah right, it'll probably be several hours and a few emails or calls back and forth. Surprisingly, Brad contacted me by email in about ten minutes and said that the problem was corrected. I logged on to the casino and my money was there! Thank you Ausvegas for the great support and keep up the good work.

P.S. Just finished playing and wound up with a nice profit.
 

Ausvegas.com.au

Dormant account
Thanks for the note...

Hi rayharold,

My name is Michael and I am a part of the Marketing team here at
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and I just wanted to thankyou for taking the time to post your good experience. I love to hear feedback from our players, good feedback like yours lets us know we are meeting the standards our players expect. On the odd occasion there is negative feedback we like to know about it as well so we can improve things to meet what our players want. However we enjoy hearing about the good experiences like yours and I will be sure to pass your post along to our Customer Service Team.

Congratulations on your winnings and enjoy yourself at AusVegas.

Michael Facey
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tim5ny

Quit Gambling
Hi Rayharold! I'm glad you were happy with the service at Ausvegas, and it was also nice to hear from one of the casino reps. Having said that.. one has to wonder what kind of treatment you have been accustomed with in your dealings with online casinos to show such gratitude for something that was nothing more than what we should expect. Let's not forget that it's in the casino's best interest to find that deposit and get it into your account so that you can play it off and add a little more coin to their wealth. Too many people expect their online gambling experiences to be full of negatives, and when something goes smoothly and properly, as it did in your case, they find themselves praising the casino for only doing its job... which should be the norm, but sadly is the exception very often. This is not a slam against AusVegas, as I know nothing about them.. but if you consider this to be extraordinary service, then you've been playing at some real dumps. When was the last time a casino Rep dropped you an email saying they left a little present in your account for being a friend and loyal player? (to the tune of $500.00.. no strings attached) If AusVegas treats you good, then you've found a home, and you should stay with them. I've played just about all the casinos, and I bounced around here and there, and spent thousands at casinos that didn't even acknowledge that I existed, and it's all part of the money-making machine that's only out to suck you dry without even the courtesy of a thank you! When you find a casino that treats you right, and one that you can completely trust to uphold their end of the bargain, then you,ve discovered a rose among the many thorns, and it would do you well to be committed to them. For me, the rose is 32Red! :thumbsup:
 

tim5ny

Quit Gambling
slotchik said:
Mine would be 32Red too if they just gave me $500!! LOL
Haha! They would be my favorite with or without comps. I can't be bought like some cheap whore! :D :eek: Anyway, it's no accident that they've captured the coveted Casinomeister's "Casino of the year" award last year, so they must be doing something right. Slotchick! Shouldn't you be out there playing your little heart out to get some more of those great winner's screenshots? That thread's been a little slow lately. :thumbsup:
 

rayharold

Dormant account
tim5ny said:
Hi Rayharold! I'm glad you were happy with the service at Ausvegas, and it was also nice to hear from one of the casino reps. Having said that.. one has to wonder what kind of treatment you have been accustomed with in your dealings with online casinos to show such gratitude for something that was nothing more than what we should expect. Let's not forget that it's in the casino's best interest to find that deposit and get it into your account so that you can play it off and add a little more coin to their wealth. mQUOTE]

Hi Tim5ny, Yes I am happy with the service I received, thanks. I had the same identical problem almost a year ago with Wm Hill casino. However, the support I received was the complete opposite, that being no email response, no Live Chat, and the phone service not working from my calling area to their toll-free number. In that instance it took a week to resolve the problem.

I agree with your statement that I shouldn't have to show my gratitude for something we should expect. However, with all the negative stuff that one reads about casinos in the complaint section, I think it is good to point out when someone is doing their job in an excellent manner.

I used to play at many casinos but have narrowed my choices down to a select few based my experiences and the experiences/recommendations of others. I would certainly agree with you about 32Red. They are my favorite Microgramming casino.
 

philipfromparis

Dormant account
I totally agree with you Ray ! Ausvegas and its sister casino Lasseters have got a very professional approach of customer service. It's a pity that they didn't develop enough their VIDEO POKER games which are a bit out of date to me. However, having beeing confronted with their CS, I must say they are the example to follow !!

Philipfromparis
 

slotchik

Dormant account
tim5ny said:
Haha! They would be my favorite with or without comps. I can't be bought like some cheap whore! :D :eek: Anyway, it's no accident that they've captured the coveted Casinomeister's "Casino of the year" award last year, so they must be doing something right. Slotchick! Shouldn't you be out there playing your little heart out to get some more of those great winner's screenshots? That thread's been a little slow lately. :thumbsup:
Hi Tim, buddy :)

I've been playing but too lazy to print the screen shots to be honest! LOL
I hit a few good ones lately...but then lost them....LOL but it was fun :)
How's your play going lately ??? :) :)
 

tim5ny

Quit Gambling
slotchik said:
Hi Tim, buddy :)

I've been playing but too lazy to print the screen shots to be honest! LOL
I hit a few good ones lately...but then lost them....LOL but it was fun :)
How's your play going lately ??? :) :)
Please get over your laziness and post those screenshots! I love to see them! :D I'm hoping to add a few of my own soon!
 

tim5ny

Quit Gambling
rayharold said:
tim5ny said:
Hi Rayharold! I'm glad you were happy with the service at Ausvegas, and it was also nice to hear from one of the casino reps. Having said that.. one has to wonder what kind of treatment you have been accustomed with in your dealings with online casinos to show such gratitude for something that was nothing more than what we should expect. Let's not forget that it's in the casino's best interest to find that deposit and get it into your account so that you can play it off and add a little more coin to their wealth. mQUOTE]

Hi Tim5ny, Yes I am happy with the service I received, thanks. I had the same identical problem almost a year ago with Wm Hill casino. However, the support I received was the complete opposite, that being no email response, no Live Chat, and the phone service not working from my calling area to their toll-free number. In that instance it took a week to resolve the problem.

I agree with your statement that I shouldn't have to show my gratitude for something we should expect. However, with all the negative stuff that one reads about casinos in the complaint section, I think it is good to point out when someone is doing their job in an excellent manner.

I used to play at many casinos but have narrowed my choices down to a select few based my experiences and the experiences/recommendations of others. I would certainly agree with you about 32Red. They are my favorite Microgramming casino.

You make some fine points Rayharold, and wherever you play, I wish you the best of luck in the future.
 

johnsteed

Ueber Meister
Why can AusVegas ONLY pay the first amount by check? From what I remember they say it's to build a player-casino relationship (or level of trust)... or something of that nature. Huh? That's precisely why I didn't deposit there the first time (despite the high praise), because as I see it, I'm trusting you with my money. Making a deposit from my NeTeller account proves that I trust YOU.

Silly regulation if you ask me. I can't speak about their reps. other than to say they've been aggressive (which is their job and they do a good job at that), and DID respond to my feelings about the first withdrawal having to be paid-out by check.
 

GrandMaster

Ueber Meister
CAG
johnsteed said:
Why can AusVegas ONLY pay the first amount by check? From what I remember they say it's to build a player-casino relationship (or level of trust)... or something of that nature.
It is a way of verifying your address.
 

johnsteed

Ueber Meister
It is a way of verifying your address
.

Fair enough GrandMaster, but why is it so necessary when depositing and wanting to withdraw by simply using your NeTeller account? I don't see why AusVegas has to use other methods, even when considering the verification of your address.

In any case, they're high on my list of casino's I'm considering playing at in the near future. So, after the 1st check fiasco, I hope that it'll be easy from that point on to make withdrawals by your method of choice.
 
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Ausvegas.com.au

Dormant account
Hello Everyone,
It is good to read all your thoughts about Ausvegas and what you think is good and what you think needs improving. I did want to address the question about having to make your 1st withdrawal from Ausvegas by check. I know, and fully understand, that when you want to withdraw money you want it as soon as possible. And I do know that paying by check does take a little longer. The reason that your 1st withdrawal must be by check has to do with how Ausvegas is regulated by the Australian Government. Having this regulation means that when you withdraw from Ausvegas you will definitely get your money. Being regulated means that players can have the peace of mind that we are reputable and accountable and that when you have a win you get paid. The downside is that you do have to wait a little longer for your 1st withdrawal.

The good news is that after this 1st withdrawal any subsequent withdrawals you make can do directly to your Neteller account. I hope this inconvenience does not stop you from enjoying Ausvegas Casino. Our customer service is second to none and they are always happy to chat to you about any questions you have.

Thanks again for the feedback.

Kind Regards

Michael Facey
www.ausvegas.com.au
 

rtmlam

Registered
Once again seeing some of the posts in this thread I must throw in my "two cents worth" with regards to the customer service provided by Lasseters/AusVegas. Yes we should expect prompt reliable service when we are dealing with online casino's. Unfortunately this seems to be the exeception rather than the rule and not just for "dumps" so to speak. I have had similar issues with a deposit and rec'd resolution very promptly. But it is the consistent service provided by this casino group that tends to impress me. Whether it is quickly posting the match play bonuses they offer almost on a weekly basis, or just providing a legible sensible answer to a question, I have always found their level of service to be "a cut above". Positive feedback is not a dirty word. Kudos' earned, Kudos' granted.
 
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