Tips Betspin is live!

[Betspin - Phil]

Ok I've had it with BetSpin

1st Issue

Neteller Deposits are reflecting as failed (reported to Phil and Mikka). The Failed deposits resulted in me redepositing and getting a double amount deducted from my account. So in any event, I go on to Live Help to report this. 'Isabella' which I must say is one of the most CLUELESS Chat reps EVER (Im sorry - she just is that bad) - Tells me she will add the bonus. She adds extra and when I tell her its incorrect, she adds more but doesnt remove the other money. I am eventually sitting with over 900 Euro (from a 100 Euro Deposit) after asking her to credit a 50% bonus. After easily 45 minutes she still can't get it right so I get hold of Phil and Mikka to alert them and they fix it.

2nd Issue.

Today I received a promo code for a deposit of 50% up to 50 Euro. So I go ahead, deposit 100 Euro and use the code - transaction fails and bonus is not credited. So I go to Live Chat again. Guess who is online - Isabella . Whilst I'm trying to tell her I did not receive the bonus, my account is debited again for 100 Euro - I didn't even Deposit because I know although it 'fails' - it is actually successful. I make no biggie, report it and withdraw the extra 100.

Now Isabella credits me 25 Euro instead of 50 and states that its 50% up to 50 Euro so I may receive a max of 25 Euro. I repeatedly tell her its incorrect and she repeatedly insists that its correct. How can BetSpin employ a staff member that cannot count is beyond me. She either credits too much and insists its correct or too little. She even said she confirmed it and she is 100% correct.

WTF really? Failed transactions being credited, Money being removed when you DIDN'T Deposit, Staff not knowing what a 50% Bonus is...

I did not want to post here, but ive seriously had enough. Sorry guys, this makes you look extremely BAD.

Nate

Hi Nate,

I am extremely sorry to hear your story and the difficulties you have encountered playing at Betspin so far.

This is by no means how we want any of our players to find or experience playing at Betspin. In fact one of our long term goals is to have one of the best customer services teams in the industry. We may not be there just yet but we are striving to improve in this area every single day.

In regards to the first issue, please rest assured that we are currently working with Neteller to pinpoint the root cause of the problems that you have mentioned. At present they appear to be isolated issues, which is making it difficult to replicate and as such it is regrettably taking longer than we initially anticipated to identify and resolve. In regards to the issue of over-payment, that was unfortunately a technical fault with our system and not actually an error on Isabelle’s behalf but we appreciate your honestly in informing us of what happened.

In regards to the second issue, I will have this matter investigated internally and will also send your complaints to the Head of our Customer Care team.

I have just had a quick look at your account and can see that you now have the correct bonus amount. Please rest assured that we would never debit deposited funds from your account for no reason. It appears the additional deposit that you made was sent back to your account as a withdrawal, as requested. In fact I have had this withdrawal processed immediately, so the funds should already be back in your account by now.

In addition I have also credited your account with an extra bonus to compensate you for the inconvenience and unpleasant experience you have had so far.

Although this doesn't really help with what has already happened, I am confident that this is not and will not be the average experience for a Betspin player.

Thanks,
Phil.

 

[Nate]

Hi Nate,

I am extremely sorry to hear your story and the difficulties you have encountered playing at Betspin so far.

This is by no means how we want any of our players to find or experience playing at Betspin. In fact one of our long term goals is to have one of the best customer services teams in the industry. We may not be there just yet but we are striving to improve in this area every single day.

In regards to the first issue, please rest assured that we are currently working with Neteller to pinpoint the root cause of the problems that you have mentioned. At present they appear to be isolated issues, which is making it difficult to replicate and as such it is regrettably taking longer than we initially anticipated to identify and resolve. In regards to the issue of over-payment, that was unfortunately a technical fault with our system and not actually an error on Isabelle’s behalf but we appreciate your honestly in informing us of what happened.

In regards to the second issue, I will have this matter investigated internally and will also send your complaints to the Head of our Customer Care team.

I have just had a quick look at your account and can see that you now have the correct bonus amount. Please rest assured that we would never debit deposited funds from your account for no reason. It appears the additional deposit that you made was sent back to your account as a withdrawal, as requested. In fact I have had this withdrawal processed immediately, so the funds should already be back in your account by now.

In addition I have also credited your account with an extra bonus to compensate you for the inconvenience and unpleasant experience you have had so far.

Although this doesn't really help with what has already happened, I am confident that this is not and will not be the average experience for a Betspin player.

Thanks,
Phil.

Thanks Phil,

I can confirm it has been resolved.

FYI - I did NOT make a second deposit. Why a second deposit was initiated baffles me. I knew that it would fail so I just checked my balance and it was there.

I did receive the second deposit back as I requested a withdrawal. I was charged a fee for that - But you compensated me in any event - Thank you.

Lastly, as frustrating as it was chatting to Isabella, the staff need to be educated over simple bonuses. Although it has been corrected, to argue that a 50% Bonus up to 50 Euro is worth 25 Euro is just not acceptable.

If we did not have speedy Reps (like yourself) who address problems satisfactorily, many players may just not return because of the poor service offered by CS. My intention is to TEST before I promote, taking into account Chat, Withdrawals, Bonuses, Game Play etc.

The only thing that has been smooth thus far is your assistance and the withdrawal speed. Initially when I joined, the games would not load at ALL (now resolved), then the failed deposits and now duplicate deposits and finally live chat.

I'm sure that you will resolve this as both you and Mikka have been very responsive, helpful and kind.

Nate

 

[Betspin - Phil]

Thanks Phil,

I can confirm it has been resolved.

FYI - I did NOT make a second deposit. Why a second deposit was initiated baffles me. I knew that it would fail so I just checked my balance and it was there.

I did receive the second deposit back as I requested a withdrawal. I was charged a fee for that - But you compensated me in any event - Thank you.

Lastly, as frustrating as it was chatting to Isabella, the staff need to be educated over simple bonuses. Although it has been corrected, to argue that a 50% Bonus up to 50 Euro is worth 25 Euro is just not acceptable.

If we did not have speedy Reps (like yourself) who address problems satisfactorily, many players may just not return because of the poor service offered by CS. My intention is to TEST before I promote, taking into account Chat, Withdrawals, Bonuses, Game Play etc.

The only thing that has been smooth thus far is your assistance and the withdrawal speed. Initially when I joined, the games would not load at ALL (now resolved), then the failed deposits and now duplicate deposits and finally live chat.

I'm sure that you will resolve this as both you and Mikka have been very responsive, helpful and kind.

Nate

Hi Nate.

Thanks for the additional information. This will definitely help us with our investigations and we appreciate how important it is to listen to our players, so we can continually improve in every area.
We are striving to make improvements every single day. I am sure the next time you speak to our Customer Care team you will not encounter the same problems.

Please continue to give us your honest feedback and we will continue to listen and take all comments into consideration.

Cheers,
Phil.

 

[mysino]

Made my first deposit to betspin a few days ago, i am a regular player at guts so thought i would try betspin.
Had a few problems with signup and passwords but that was fixed with a password reset.
The usual games like guts, will be much better once WMS is added.
Made a withdrawl and in my skrill within 1hr.
Would like to see them add a sportsbook like guts.
I expect these guys to win best new casino of 2015

 

[randomiam]

so far

been wait 14 hours no cash no email docs sent in just waiting i guess whats the normal time for all this to be sorted out

games ran ok support was ok

 

[randomiam]

sorted

the rep contacted me and we got it sorted out quite quickly and was paid instant after my docs were received so im happy
deposited 20 cashed out almost $150 and have 25 wager free spins on cosmic fortune with me luck

thanks again to phil from betspin for doing a great job and sorting my issue out

edit played 25 free spins won abit played golden era and it paid cashing out another $150

woohoo this place is going on my good list

 

[Betspin - Phil]

New Slots Filters Added

Hey Guys,

I just wanted to give you a quick heads up that we have just added some new filters to the slots section of our game lobby.

This means that you now sort your slots games by provider and also by game volatility.

We hope you find these new features useful and we will be sure to keep adding more new cool features in the very near future as well.

As always any feedback is very much appreciated.

Thanks,
Phil.

 

[The Viking]

So i guess my Country isnt listed or did i do something wrong ?

 

[Betspin - Phil]

OK we haven't had that much traffic from that part of the world so far but let me get that fixed for you and I will get back to you ASAP.

So i guess my Country isnt listed or did i do something wrong ?

 

[Betspin - Phil]

OK please clear your cache and try again. Hopefully it should be fine now.

So i guess my Country isnt listed or did i do something wrong ?

 

[The Viking]

OK please clear your cache and try again. Hopefully it should be fine now.

ok all clear now but you didnt accept my phone number, missing digits, but added 00 in front of them hope thats ok if you could perhaps remove the 00 there thanks.

 

[Betspin - Phil]

Yup. I can take care of that and glad to have you on-board.

ok all clear now but you didnt accept my phone number, missing digits, but added 00 in front of them hope thats ok if you could perhaps remove the 00 there thanks.

 

[refre]

Spam

Just received an e-mail welcoming me to Betspin.
It came from noreply@betspin.com.
I never signed up though...

The address may be spoofed.
Or perhaps they bought a list of players..

I don't know and I don't care.

I'll pass.

 

[Betspin - Phil]

Just received an e-mail welcoming me to Betspin.
It came from noreply@betspin.com.
I never signed up though...

The address may be spoofed.
Or perhaps they bought a list of players..

I don't know and I don't care.

I'll pass.

Hi Refre,

Thank you for bringing this to my attention.

Kindly note, we do not send promotional emails from that sender domain.

So I suspect that if the links within the email have a btag then this was probably an affiliate but I will need to investigate before confirming.

If you could kindly forward me the email I will try to find out what has happened here.

Thanks,
Phil.

 

[Sovietsky]

I was wondering how fast do you pay to neteller if I would request a withdrawal?

 

[Betspin - Phil]

I was wondering how fast do you pay to neteller if I would request a withdrawal?

Once you have been ID verified we aim to process withdrawals within 2 hours.

 

[spintee]

Hi Refre,

Thank you for bringing this to my attention.

Kindly note, we do not send promotional emails from that sender domain.

So I suspect that if the links within the email have a btag then this was probably an affiliate but I will need to investigate before confirming.

If you could kindly forward me the email I will try to find out what has happened here.

Thanks,
Phil.

Put them in the bin Phil and if they earned any commission as of yet than do not pay them, Give to a charity or sbp, Nothing worser than theses spammers, Follow Mark's (32red) foot steps, Do not even give them any chances

 

[refre]

Ok so I've forwarded the e-mail to Phil.
This was sent to my private e-mail (no gambling).

Just checked my gaming address and I have one there as well.
From noreply@gamesnation.org.

I do understand the desire to get off to a flying start for any new casino.
Hiring unscrupulous affiliates is not the answer though.
Gmail sends it to trash with all kinds of red flags anyways. It's bound to reflect badly on your brand.

How come I never see spam from BetAt, Guts, MrGreen, 32Red or 3Dice?

 

[Valhalla]

Looking forward to UK players being allowed to play. Website looks good, all my favourite games, good reports.

Hurry up :sob:

 

[Betspin - Phil]

Ok so I've forwarded the e-mail to Phil.
This was sent to my private e-mail (no gambling).

Just checked my gaming address and I have one there as well.
From noreply@gamesnation.org.

I do understand the desire to get off to a flying start for any new casino.
Hiring unscrupulous affiliates is not the answer though.
Gmail sends it to trash with all kinds of red flags anyways. It's bound to reflect badly on your brand.

How come I never see spam from BetAt, Guts, MrGreen, 32Red or 3Dice?

Hi,

Firstly apologies for the delay in response.
We released quite a few new games today so was a bit hectic this morning.

Anyway I've managed to investigate what has happened here and I can confirm that this email was sent by a sub affiliate of one of our affiliate partners.

We are still going through the case to get all the facts and to make sure that they won’t do this again.

Our apologies, we take spam very seriously and won’t accept it in under any circumstances. It’s our mistake in the end and it’s clear we need to be even more clearer of our policy on how to advertise Betspin.com.

Thanks,
Phil.

 

[mysino]

Is Betspin.com down for everyone?
Or is it just for me it is not loading?

 

[muziq]

Is Betspin.com down for everyone?
Or is it just for me it is not loading?

down for me too

 

[Betspin - Phil]

Hi Guys,

I can confirm that we encountered some down time during the early hours of the morning.

Please accept my apologies for any inconvenience caused.

That being said I am pleased to confirm that the site is now back up and running.

Thanks,

Phil.

 

[muziq]

yes its ok now for me

 

[conker]

Haven't had a proper look yet, as I am UK based, but the site looks nice and clean with a really modern design.

Best of luck to Phil and his team getting it off the ground.