- Joined
- Jul 15, 2012
- 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').
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').