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Betsafe - Loyal Customer Exception

Discussion in 'Online Casinos' started by hoff1985, Apr 1, 2014.

    Apr 1, 2014
  1. hoff1985

    hoff1985 Meister Member mm1

    Occupation:
    IT Stuff :)
    Location:
    Switzerland
    Hi there,

    first of all i want to say:
    -> I love Betsafe. They pay really fast, are always friendly and it is an amazing casino.
    -> Also i know it was MY Mistake.

    But, i just wondering sometimes why Casino Support Agents can't do exceptions or at least offer me something via Second Level.

    I started to use the 50% Mobile Bonus at Betsafe every week, this week i made a mistake and already deposited 54$ today, because i thought it's already Wednesday, of course Bonus is not available yet (It's always from WED to WED). Well ok, i'm a regular depositor there (deposited several thousands in the last 1-2 years), so i believed that there must be something possible. I was wrong :)

    As i've said before, i know that it was MY MISTAKE and every bonus is a "goodie". Still i'm surprised that good, reliable casinos are not willing to make en exception. Especially when it's about 25$ bonus money, and just 1 day. To be honest, i don't really care about the 25$, it's for me more about "treating loyal customers".

    But maybe i'm just too used to incredible support from casinos like 32Red as example or Tropezia Palace.

    Here's my chat transcript:

    Hi, my name is Janis.
    Andre Hofmann: Hi Janis
    Janis: Hello.
    Andre Hofmann: I wanted to catch the weekly 50% Mobile Bonus but it is not available
    Andre Hofmann: Is it because of differetn timezones?
    Andre Hofmann: Normally i remember i was able to catch it on Wednesday
    Andre Hofmann: I just deposited USD 54.-
    Janis: The new bonus has not yet been set up, sir. It should be tomorrow.
    Andre Hofmann: Ah ok
    Andre Hofmann: Damn
    Andre Hofmann: :)
    Andre Hofmann: Can i still claim it then on the deposit i made today if i don't play?
    Janis: Unfortunately no, Andre. Deposit has to be done on same day.
    Andre Hofmann: ok... And there's no way you can already credit me the 50% as an exception?
    Janis: Unfortunately I can't as it's not set up yet, Andre.
    Andre Hofmann: ... ok! I'm a bit surprised that for a long time, regular customer it is not possible to do something, but yeah, that's the way it is. Thank you
    Janis: I'm very sorry for that but it will surely be available tomorrow.
    Andre Hofmann: Yeah, but i already made the deposit :(
    Andre Hofmann: Can you maybe forward my mail to second level so they maybe can make an exception here? I deposit at Betsafe for years...
    Janis: I understand but there was no such offer, sir. You should always wait until you receive the information about the offer.
    Andre Hofmann: I totally get it, but i use this 50% coupon every week and this week i made a mistake and thought that it's already available. I know it's my mistake. But i also know that i play at Betsafe for years and there should be a way to make an exception in cases like this one.
    Andre Hofmann: Just my opinion
    Janis: I have checked your account, sir and we do appreciate you as a loyal customer, however in order to receive an offer, you have to wait until the offer is actually offered.
    Andre Hofmann: I get it
    Janis: Is there anything else I can do please?
    Andre Hofmann: But can you maybe do something then so that the offer will be credited tomorrow and i don't play today with the amount
    Janis: I have contacted our responsible department and unfortunately I can't change the situation on the bonus, sir.
    Andre Hofmann: ok
    Andre Hofmann: So i wlil also be not able tomorrow to catch the bonus for the deposit right? So in this case you will not make en exception or try to offer me something? Just so i get it right. Thank you
    Janis: Unfortunately as per bonus set up you will not be able to use these funds for bonus that will be available tomorrow and as per the responisble department we can't offer you a bonus for today's deposit.
    Andre Hofmann: Ok. Thank you. Very unfortunate though. I only play these days in about 5 casinos and i'm surprised that there is no solution for a loyal customer in cases like this one... The other casinos where i play often have always been able to make an exception in those cases. I'm a bit disappointed. But i get your point. Rules are Rules. Thank you for your help.
    Janis: You're very welcome, sir.
    Janis: Is there anything else, please?
    Andre Hofmann: Thats it
    Andre Hofmann: Bye
    Janis: Have a nice day, bye.
    'Andre Hofmann' disconnected ('Concluded by End-user').
     
    1 person likes this.
  2. Apr 1, 2014
  3. osulle

    osulle Ueber Meister CAG mm4 mm1

    Occupation:
    life
    Location:
    Northern hemisphere
    In all fairness hoff you made the deposit a day early not a couple of hours. I wouldn't call it bad CS support either. The agent Janis was respectful throughout and do were you btw:D I am not sure if 32Red would make an exception in a case like this either.

    You could try to contact the rep to see if they can do something for you maybe you will have better luck there.
     
    1 person likes this.
  4. Apr 1, 2014
  5. hoff1985

    hoff1985 Meister Member mm1

    Occupation:
    IT Stuff :)
    Location:
    Switzerland
    I totally agree. Still, for a loyal customer of course a casino liek 32Red would make an exception in a case like this (They even give away free chips sometimes). I totally get the point. And as is aid i don't really care about the 25 Dollar, but i was expection something like:

    "You are a loyal customer, let me check with second level and we'll get back to you" :)
     
  6. Apr 1, 2014
  7. osulle

    osulle Ueber Meister CAG mm4 mm1

    Occupation:
    life
    Location:
    Northern hemisphere
    I know 32 red gives free chips but my point was I doubt they would give a deposit match a day early. They of course would have bumped it up to second level for sure so I guess that puts 32red ahead. I am a Club Rouge player there and I love the treatment I get from the CS Rep. I can't remember if I ever had an issue that wasn't sorted by them without having to go any further. That does put the CS and 32 Red leaps ahead.

    Betsafe does have good CS support but nowhere as good as 32 Red or 3Dice (those 2 casinos are hard to beat in the CS department IMHO).


    If I were you I would have given the rep here for Betsafe a shout and see how they would handle it. If CS can't handle an issue for me at a casino I will always contact the Rep here. That cuts down on the frustration I think.

    Let us know how you get on if you do decide to contact the rep.
     
  8. Apr 1, 2014
  9. hoff1985

    hoff1985 Meister Member mm1

    Occupation:
    IT Stuff :)
    Location:
    Switzerland
    Hi there,

    yep i agree. I'm also a Club Rouge Member and how i am treated there is outstanding!! I can't speak because i don't play 3Dice as i only receive a decent Deposit Match Bonus when i don't deposit for about a year :)

    I'm not sure if i bump this to the REP as this is a small issue and it was my mistake... I was hoping that the support agent would offer me something.

    I had a "similar" case with another casino and they were a bit rude, so i decided to close my account, and 1 day later i received a very generous offer in my mail account... :)

    It's a mini-issue, but i was just a bit pissed off as nobody thought about offering me something. And i play often at Betsafe :)
     
  10. Apr 1, 2014
  11. osulle

    osulle Ueber Meister CAG mm4 mm1

    Occupation:
    life
    Location:
    Northern hemisphere
    Okay here is my take on bumping it up to the rep. You are a loyal customer at Betsafe and you are currently not happy. Not because of the money but because you play at this casino and you feel that they should treat you better in this case. I think that yes the casino was right to deny the bonus but I also think that they should make an exception in this case because you have a proven track record there. The rep might be able to turn this negative situation into a positive one. Happy customers = loyal returning customers, unhappy customers not so much. This is just my opinion and I think reps are more than glad to handle all issues be it big or small.
     
    1 person likes this.
  12. Apr 1, 2014
  13. hoff1985

    hoff1985 Meister Member mm1

    Occupation:
    IT Stuff :)
    Location:
    Switzerland
    Ok i have contacted the Rep. Let's see :)
     
  14. Apr 1, 2014
  15. osulle

    osulle Ueber Meister CAG mm4 mm1

    Occupation:
    life
    Location:
    Northern hemisphere
    Good luck:)
     
  16. Apr 1, 2014
  17. randomiam

    randomiam Meister Member

    Occupation:
    n/a
    Location:
    australia
    betsafe

    fast paying games run well
    BUT the need more of a loyalty for players like points to redeem for cash or something like that
    they dont really stand out because of it and other casinos offer same things they do but with the added points and other promos
    im subscribed to there mail and i still get bugger all offer in my inbox about bonus matchs you have to log in to find them
    they need to lift there game in my books to get me depositing
     
  18. Apr 1, 2014
  19. Borgie

    Borgie Senior Member

    Occupation:
    Office Manager
    Location:
    United Kingdom
    I get e mails and texts with offers , not 100% of time but mostly , weird that I do and you don't. I wonder what is different
     
  20. Apr 2, 2014
  21. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    Its abit unlucky that, You would of thought that as a loyal customer they could of chucked you a little some think, but lets see what the rep says here, At least you havnt got any wager req on that, or is it wager free? Sorry but I do not play there
     
  22. Apr 3, 2014
  23. PaaskeDKnowUK

    PaaskeDKnowUK Always think positive CAG PABnoaccred webmeister

    Occupation:
    Clerk with shipping discounts worldwide
    Location:
    UnKnown
    In regards to loyalty I did it my own way sweet revenge. As I had lost around £700 the past year and never had a withdrawal. I really hoped somehow I could have a comp or just some free spins. Because I had also complained that when I used to live in Denmark they would send quite good amount of free spins etc. But since my UK account was done never a lot if interesting promotions.

    But despite having basic emails coming back sorry we checked your account and your not eligible for anything. I though fine lets have some more deposits I want to get a big win here. That happened couple weeks ago. I was "stupid" reversing a £300 withdrawal. But made it over £1000. Mission accomplished :D:p
     
  24. Apr 3, 2014
  25. hoff1985

    hoff1985 Meister Member mm1

    Occupation:
    IT Stuff :)
    Location:
    Switzerland
    Ok Case is solved now :)

    Of course i didn't wait for the answer and played the 50$ until i busted out, but today i got contacted by the rep Patryk and he credited me a 50$ bonus!

    Thanks Patryk and thanks Betsafe ;-)

    Case closed!
     
    7 people like this.
  26. Apr 3, 2014
  27. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    Well done, You were lucky as if you lost the reverse you would of been pi$$ed, Been there and done it, Could of shot my self I was that angry I done it yet again
     
    1 person likes this.
  28. Apr 3, 2014
  29. osulle

    osulle Ueber Meister CAG mm4 mm1

    Occupation:
    life
    Location:
    Northern hemisphere
    Glad the rep could get it sorted for you Hoff:D
     
  30. Apr 4, 2014
  31. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    There is a wide difference from casino to casino what frontline staff can do. Those casinos that train their staff well, trust them with the authority to make decisions within their guidelines will stand above those that do not trust their staff.

    Businesses (not just online casinos) that give their employees more power have higher employee satisfaction and higher retention. If you can have your issue resolved in a matter of minutes, leads to higher customer retention too I think.

    I've mucked up more than once because of not having my casino time correct. Daylight savings happenned a couple of weeks earlier here than in the UK. Some casinos are EST, and others are CET, and I have no idea if they even have daylight savings. I can't tell you how many times I've asked "what time is it there?" I've been offered a number of different options at different places, including transferring funds to sportsbook and waiting when I was early, honouring a match when I was a few minutes late, or offering me a lower bonus when I'd missed out on an earlier offer.

    I don't close many accounts, but I'm starting to close more of them. I do know I closed an account because I couldn't have a bonus credited when I failed to enter it first before depositing, and I contacted support before playing, and that was on time.

    While it was very generous of the rep to credit Hoff even though he played, I think frontline should have been better. If payments are fast enough, even suggest the player withdraw and deposit again tomorrow if using ewallets. I know this costs processing fees, but it's minimal compared to losing a customer.
     
    1 person likes this.

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