Best and Worst Customer Support for MG Casinos...

realwtfsup

Dormant Account
Joined
Jul 23, 2004
Location
Tacoma
Roxy Palace

This is the only microgaming casino I play anymore. Always been good to me.

I live in the Northwest so we have lots of great beer here!
 

johnsteed

Dormant Account
Joined
Apr 24, 2005
Location
N/A
The Good, The Bad, And The Ugly...

***

Merry Christmas everyone!!! :)

As expected, the forum is all-too-quiet. So, I thought since I have too much time on my hands (from living far away from family, and by being hit hard by a losing streak that's lasted TOO long), I'd like to talk about the good/bad points of certain customer support groups.

Over the past month, I've deposited/played at the following casinos:

(C-) - Littlewoods (Cryptologic)
(A+) - 32Red (MG)
(C-) - Phoenician Casino (MG)
(C+) - Bet365 (PlayTech)
(A) - King Neptune's Casino (MG)
(B+) - Capital Casino (MG)
(D-/F) - 777Dragon Online (MG)
(D-/F) - Maple Casino (MG)
(A) - VegasUSA Casino (MG)



I've also graded them on how well their customer support teams were. These grades are based on a multitude of factors. Examples would include promptness, availability, information regarding your account information & their own sets of T&C's, and online or live-chat etiquette.

***

Littlewoods (C-) Why? Well, it sure takes an effort on their part to reply to the player. I've sent out maybe 4 queries thus far over the past 4 weeks (or so), and I've received only 1 response. Not good. But, when they DID respond, they were very straightforward and clear. Just my perspective, but if casinos are not going to offer live-chat to assist the player, then they best reply pronto like a RoxyPalace (and ALWAYS respond). Great casino, nice promos and such, but the customer support is relatively weak.



32Red (A+) Why? Okay, you're sick of hearing about it, understood. But I MUST repeat why they deserve so much praise for their customer support. They respond to emails quickly, and I'd say just as quickly as a RoxyPalace or a Trident Lounge. Very prompt. And they're always available via live-chat (which to me, is the best method). And IF you require to speak to them in person, you can get them to call you back. All-in-all, their availability is outstanding. In terms of etiquette, they don't try to roll-over you with automated crap. They talk to you, and they never make the player feel little... never. They respect the player, and listen. I've never heard about any problems with payouts or with 32Red changing their terms & conditions. Compared to the rest of the playing field, they're amongst the best if not the best in the industry. :thumbsup:



Phoenician Casino (C-) Why? Well, they could very well get anywhere from a B+ and up, but... Okay, wait, before I get to that, talk about the good points of their customer support. Readily available. Big plus. They're pretty good at responding to emails as well. They DO pay, and despite wavering rules, instantly. Great!!! But, there's lots of negatives as well. Changing their T&C's, not being clear enough about those changes. Hey, if they're going to advertise instant payments, at least warn the customers that it must be for a minimum deposit of $100. IMHO, if you're going to credit the player with a bonus, and clearly state the parameters of those bonuses prior to the person playing, you shouldn't alter the conditions on-the-fly. They did so twice in a 24-hour period, and they've changed their conditions with me on two seperate occasions with the only bonuses that I was credited with (or claimed). Not good at all. Also, misinformation. Speaking to each online rep there, I found that they're all giving me different information. No continuity. And at last, etiquette. At this casino, VERY dependent on whom you're speaking with. My guess is, that they might be slightly moody for good reasons. Perhaps they too are angry about the information being passed-around by one-another, and their changing T&C's. Lot's to learn on-the-fly. Who knows? :what:



Bet365 Casino (C-) Why? The good first. Their staff via phone are friendly enough. Their payment transfers (NeTeller merchant accounts) are quick (and tedious for new players), and there has never been a hold-up because the player is essentially doing the work (our responsibility I suppose). They respond to emails, quickly no, but they respond within a 12-24 hour period (generally). The bad is simple. Speaking to their telephone rep. and via email, when asking about future promotions being offered at Bet365, they ALWAYS tell me about the initial deposit match bonus. That's super, but I'm inquiring about "future" promotions, not something that happened almost a year ago. And they keep trying to pump-up that initial deposit bonus. Got it. It was swell, AND it's over... long over for me. But they keep re-selling it to me, despite that I can't reclaim it. Puzzling to me. Very puzzling. And basically, what that all boils-down-to is this, their promotions for the casino are nil. Got it? Good! They keep telling me how they offer wonderful bonuses/ongoing promotions for their sportsbook and their poker room. Great! But I'm a casino player. And as I'm told again, and again, like the initial match bonus (which is no good to me anymore), that the Bet365 group pumps a lot of money into their sportsbook AND their poker room, but NOT their casino. Wonderful. Talking to their support (or reading their emails) is like chatting with a doll where you have to pull-the-string. Funny, and useless. Wonderful casino that offers live-BJ, but the customer support has nothing to talk about. You're better off going to their live-BJ and talking to the wonderful Filipino ladies. :D



King Neptune's Casino/VegasUSA Casino (A) Why? Great response time, great etiquette, fair, you know you're going to be paid (and this from what is very well known, not based on my experience, because I NEVER win at these casinos). They offer live chat, and they have a long list of international phone numbers (although I think the call-back method has it's benefits). I would gladly give this group an A+, but I feel they are the absolute slightest shade below 32Red, as I seem recall a couple times getting the automated RNG response while chatting. I hate that, but I really like this group (just not for my BRUTAL luck there). :thumbsup:



Capital Casino (B+) Why? I have a slight bias towards this outfit, not because I generally do well there, but because they're under-promoted (to the max), and they are so-so-so generic (which is so boring, I somehow find it interesting... a polarized effect). If you went to all the sites main pages for each and every casino listed at Bonusrating.com, I'd have to think that Capital Casino would have to rank in the bottom 10% in terms of eye-candy (it's like a G-Fed or something). But, they respond very quickly to my emails, and have done so for years. I have no idea who's in charge (perhaps trainees for The Belle Rock Group), but the support has been quite generous with me. In fact, more than EVERYONE say for 32Red (which comes as a major surprise to me). Maybe they're desperate for any kind of contact, I haven't a clue. Fast payouts, and on weekends. For a casino I would have assumed was 99.99% automated, isn't. Their responses are pretty good, and they always respond. Where they lose some points, is for not supporting live-chat (which every casino should be doing). Heck, pretty much all PlayTech's offer live-chat (it can't be that hard to do).



Sidenote: I'd love to write a book about Capital Casino. How the hell are they still in operation after all this time?! How come they aren't being promoted like all of their Belle Rock brothers 'n sisters? Why aren't they gettin' the Belle Rock love? Why are they oh-so-much better at responding to queries, unlike their "Prince" and "Princess" sibblings. This casino is a survivor.



Maple Casino/777Dragon Online (D-/F) Why? Is it just me, or did the education system decide to drop the "E" for grading? Because, "E" would have been THE best grade for VegasPartnerLounge. Now, hear-me-out. VPL has a great reputation (I believe so...), and I happen to love my luck at their casinos (especially Maple Casino). But, their support is absolute crap/junk/atrocious/garbage... or basically anything not good. They shouldn't be this awful. But they are. The good. Live support that's idle. I suppose that if you call them, they'll pick-up and talk with you. They will pay their players. The bad. They hardly ever respond to queries via email. Whenever I do chat with them live, they always indicate that they could better serve me via email. Whenever I do chat with them, in regards to their not replying to my queries, they tell me to wait (for prolonged intervals), and ALWAYS tell me that they didn't receive anything, and to re-send the email. I tell them THAT is WHY they have online chat, so we don't have to use email. And even so, they NEVER respond. Fine, that's that.

Now, withdrawals. They routinely pull some of the cheapest tactics in the book to delay payments (or to screw the player). How? By inserting small bonuses into your account. Sounds good? It would be, if they DIDN'T reverse your withdrawal, put the money back into your account, attach a meager "surprise" bonus, wherein if you didn't know any better, you might start playing with it and ITS wagering requirements WITH your once-was winnings. Lovely. And they don't relay any of this pertinent information to you, specifically about them reversing your withdrawal. And do they reverse your cash-in immediately after it's pending? No, they'll wait a couple of days after-the-fact for good measures. The way to avoid that mess, is to have them remove any future bonuses to your account. Nice. I caught them doing this twice, and they act all innocent, like they were doing a wonderful thing by attaching a $15 bonus to my $500 in winnings. Sure, who wouldn't like that $15 with dynomitesque attachments that come with it.

Want another good story. Last week, I was told by the online rep. to put in a request for a bonus (his suggestion), via email to the pitboss. He assured me that I would likely get something (as I generally NEVER claim bonuses there BECAUSE of bogus withdrawal problems), and that they would respond quickly. Didn't. I sent out multiple emails, nothing. Talked to live-chat for a wasted hour Wednesday, they didn't get my emails, told me to send them again. Did that. Nothing again.

Went to live-chat again today, asked them to put me through to the pitboss. Pitboss tells me that she knows that I'm looking for a bonus (oh really, how did you know if you're NEVER getting my emails), but she can't give me anything. Fine, but it's been a week of this nonsense, wherein I was told that I'd likely be up for something, in which in fact I wasn't. She then told me that I've made no purchases recently. I told her, that JUST last week, I did make purchase of $100 at Maple Casino. She then said that players must show "loyalty" in order to obtain bonuses. I then pointed-out that in fact, I'd made purchases of about $800 over the last several weeks. She then said that by "loyalty", she meant that for players who deposit more than $1,000 a month. :eek: My jaw dropped.

She then started informing me that people who play poker online are making millions (yes, EVERYONE is a winner, casinos are just throwing away all their money that they make from their casinos back into the poker players pockets). My jaw is still resting in my lap. :eek: She's willing to give me $10 to try-out poker. With jaw still resting in lap, I typed, asking why couldn't I get that (lowly) $10 for the casino. :what:

After going back-and-forth on that one, she reluctantly said she'd credit my Maple Casino account with $10. She then told me that she would see to it personally, that I will no longer be entitled to future bonuses. Sweet. Despite not actually receiving or claiming many bonuses in the first place BECAUSE of useless withdrawal stall-tactics, despite NOT replying to any of my queries (while slipping-up that they did in fact receive them), despite being redirected here and there for no legitimate reason, at the end of the day, she's going to take away my bonus "privileges"?

Sorry, but IMPO, the customer support for this group blows. Overall, they're good, customer support, they're a mess. :rolleyes:


Sidenote II: VPL "loyalty" points. "Loyal" IS the player, and he/she'll have to be to be able to redeem a penny-of-it. What's up with that vile? I'll never be able to gain that many points in my lifetime.



***


Live-Chat HangUPS

By John Steed​


#1 Automated responses. You know when it's happening. You've been doing the chat method for years now, and it's insulting.

#2 "Sir, I'm..." Insert anything you want, but to me, when they start dropping my name, and start giving me the "sir" treatment, I know we're not making progress. That 3-digit word is to defense what "but" is to negative. Both "technically" are used to be polite, but their true meanings are "door-closed".

#3 "Is there anything else I can help you with, sir?" Okay, so some times, this is fine. But half the time, this automated response pops-up while we're in the middle of (at least I thought we were) a discussion. I guess this is the polite way to not abruptly ending the chat session.

#4 Never responding to any question and telling me to send an email WITH that very question. If it's a pretty standard question, this is not good. True story, one time, I KNEW that the person was being lazy. So I asked him what time it was? He said that I should send an email with my query to their support team. Tsk-tsk.

#5 How the RNG works/private auditors/payouts/ect... This is okay, if I'm brand new. But if it's a casino I've been doing business with for 3-4 years now, c'mon!!! If I dare say boo about being unlucky, they launch paragraph after paragraph of this stuff at me. I'm getting this VERY vivid picture in my head of an alarm system going off at the casino headquarters, men in uniforms running around the corner, blast-shields going up, staff scrambling into position, bumping into each other, papers flying, absolute chaos.



***


I'd love to hear about other people's experiences, specifically about their experiences with customer support (not about game fairness or fastest payouts). :)

John Steed


***
 
Last edited:

Simmo!

Paleo Meister (means really, really old)
Joined
May 29, 2004
Location
England
Blimey JS. Were you up all night typing that? :D

What is interesting is that the 3 casinos you mention early on (32Red, Roxy Palace and to a lesser extent King Neptunes) are the 3 i play most regularly, if not fairly exclusively. An interesting correlation? Or just coincidence? ;)

Interestingly, the one's you'd expect to be the best equipped to handle CS, the UK bookmakers, seem to be the worst for CS in general terms, with the possible exception of VC. To be fair, Corals and Ladbrokes seem to be heading in the right direction recently.

Those aside, i think you'll find a link between CS service and number of properties supported too. It's all about "Scalability". Similarly to the principle rules of viral marketing, a concept most casinos have to rely on in a competitive industry and one that the presence of this here forum suports, the best business plans allow for scalability. Maybe some - certainly not all - are lacking that.

And finally, as you infer, when CS call you by your first name, you do feel as if they care more.
 
Last edited:

johnsteed

Dormant Account
Joined
Apr 24, 2005
Location
N/A
Showdown of the MG affiliates...

***


Simmo!

Blimey JS. Were you up all night typing that?

You could say that I was burning the "mid-afternoon oil" (South Korea ;) ).

cont...

What is interesting is that the 3 casinos you mention early on (32Red, Roxy Palace and to a lesser extent King Neptunes) are the 3 i play most regularly, if not fairly exclusively. An interesting correlation? Or just coincidence?


Well then, I think I should ONLY go to the casinos you go to, because those 3 would have to be in the Top 1% of all online casinos. Funny though, how 2/3 of those operations mentioned are relatively small, yet deep-pocket operations/affiliates like Belle Rock, VegasPartnerLounge, and Fortune Lounge have (IMO) far from optimum CS teams. :mad: I might even think that affiliates like Jackpot Factory, Leisure Casino Group, even (GULP!) Grand Prive or Casino Rewards (that lime is hard on the eyes, ain't it?) offer better customer support (not Adriches though). I know a lot of forum members would be quick to argue against that, but those perspectives are shaped from my experiences dealing with each affiliates customer support.

You had mentioned Ladbrokes, and while I like this casino, like you, I'm not overly crazy about their customer support either as of late (several months ago, I found it better).

My only guess about why some of the smaller outfits do a better job, is that everything is being micro-managed properly. When some of those large affiliates have too many casinos under one umbrella, management (and everything within the pyramid) gets watered-down. Perhaps 32Red is like Merlot, and a place like Showdown Casino is like Baby Duck. They're both delicious (yes, I like Baby Duck), but one's been babied-with-care (Merlot... not the duck) while the other is produced by giant machines with no love at all (cue the duck crying). :(


Thanks for the feedback Simmo! :thumbsup:


***
 

Johnny Casino

Dormant account
Joined
Jul 13, 2005
Location
JOhnny CAsino
"#3 "Is there anything else I can help you with, sir?" Okay, so some times, this is fine. But half the time, this automated response pops-up while we're in the middle of (at least I thought we were) a discussion. I guess this is the polite way to not abruptly ending the chat session."


I hate that one! Right in the middle of a conversation. It doesnt have to be a casino either. Telcoms, ISPs, web hosts.... etc etc
 

johnsteed

Dormant Account
Joined
Apr 24, 2005
Location
N/A
Some nice touches added to PlayTech's...

***

I went to go check-out the new PlayTech's that have been accredited recently (seeing how I've not gone to them in some time), and I like the newer "Flash" being offered, as well as the upgraded Live Support. I'd say that the layout is much superior to the chat-boxed used for MG casinos.


While I don't have the funds to be depositing anytime soon, the Main Street Vegas Group's casinos main pages look much more aesthetically pleasing than in years past. If and WHEN I'm back in the game (with the exception of a few MG casinos... and I'll always go to 32Red :thumbsup: ), I'm thinking of making a return to my old stomping grounds (PlayTech), where I had much better luck.


Sidenote: It's nice to see that some PlayTech's have been added to the accredited list, and hopefully more will do a better job of paying their players in a more appropriate time-frame. I never really had a problem with their software (although I don't care for those "sticky" bonuses), and in some ways, it rivals that of MG.


***
 

Users who are viewing this thread

Top