CasinoShare - Gives Incompitances A Whole New Meaning!

[AussieDave]

Thought I post this as example of what players (VIP or otherwise) should not expect or worse receive from an online casino.

This email was received after a lengthy series of emails that raised issues with Casino Share. Even though all were player related, they were given from my affiliate perspective to my affiliate manager.

Although my aff manager followed the correct procedure and escalated my issues to the relevant Dept(s), what followed is a prime example (least in my opinion) as to why Casino Share can't get its collective sh#t together.

The issues raised were as follows:
Promos not being sent to players.
Phone calls resulting in CSR's not understanding English.
Phone calls being terminated by CSR's (because again from lack of understanding of English).
Email responses & or actions being promised on day X and not be followed through.

From a players perspective these type of incidents are not only frustrating but time consuming. From an affiliates point (IMHO) of view, they present retention issues, that affect the bottom line income. Ultimately though, the damage done reflects badly on the site that promotes the casino, through no fault or wrong doing of the affiliate webmaster.

Reiterating that I sent & raised these issues with my affiliate manager on Monday. The same day I received an email back from the Dept that handles these issues and an explanation followed.

Another email from me to this Dept head followed, with another response received. I was told at that point that the issues would be raised in a meeting the following day (20/01/2009) between the aff manager, my VIP host and this person from Dept X & that I would also receive a response that day.

Well that day came and went with no response.

Today (21/01/2009 towards their close of office hours) I receive an email to these issues. Not from the person I was dealing with, but from my Casino Share VIP manager. (???)

This not only highlighted the original issues but created new ones. Which I may add, are ironic considering these were based on a repeat performance of not following thru with a promised response the following day. To make matters worse, I was then subjected to an obvious attempt to convolute one issue by adding a totally separate incident (casino stuff up) into the current mix.

Of course I responded with a satire of warranted (polite) opinions, facts and other notations.

Well...Maybe someone was tired, didn't engage the head, but I then received an email that was obviously not meant for my eyes!


----- Original Message -----
From: jason
To: [email protected] ; Lilani | Playshare
Cc: Duwayne | Playshare
Sent: Thursday, January 22, 2009 6:37 AM
Subject: Re: Feedback


Hey Lilani,

Just let him know that you are his VIP, and I only deal with him when you are not around. Makes me seem incompitant in this email. Also, let him know that we had to wait for confirmation from Max, or something to that effect.

As for the phone issues. Let him know that we have taken steps to get a toll free line for Austrlia, and this should be ready in the near future. Also, we have fingered the source of the hang ups, and have also taken steps to reslove this. It should not happen again.

Thanks for this,

Regards,

Jason

-------------

Makes me seem incompitant in this email...You think so?

Right now that would be the least of my worries. Referring to me as him when "Jason" is fully aware of my name, is both disrespectful and honestly insulting.

Given that Jason and I have spoken on numerous occasions, I'm simply mortified by his representation of me.

Not to mention that fact that it's obvious I should not have received this email is the first place.

Is this how online casinos speak about VIP players behind their back. By this email it would seem so at Casino Share.

Not happy Jan

Least to say this screw up has affectively destroyed our business relationship (which was far more than just an aff account) & player account too.

 

[Pinababy69]

What an outstanding look into what "they" think of "us" Trezz.

And anyone who lives in Australia, yet spells it Austrila.....spells resolve, reslove....in a supposed professional letter/email...is indeed incompetent, not incompitant.

I'm not surprised in the least, but thanks very much for sharing....nothing like confirmation of what you've always suspected.

 

[RobWin]

Thought I post this as example of what players (VIP or otherwise) should not expect or worse receive from an online casino.

This email was received after a lengthy series of emails that raised issues with Casino Share. Even though all were player related, they were given from my affiliate perspective to my affiliate manager.

Although my aff manager followed the correct procedure and escalated my issues to the relevant Dept(s), what followed is a prime example (least in my opinion) as to why Casino Share can't get its collective sh#t together.

The issues raised were as follows:
Promos not being sent to players.
Phone calls resulting in CSR's not understanding English.
Phone calls being terminated by CSR's (because again from lack of understanding of English).
Email responses & or actions being promised on day X and not be followed through.

From a players perspective these type of incidents are not only frustrating but time consuming. From an affiliates point (IMHO) of view, they present retention issues, that affect the bottom line income. Ultimately though, the damage done reflects badly on the site that promotes the casino, through no fault or wrong doing of the affiliate webmaster.

Reiterating that I sent & raised these issues with my affiliate manager on Monday. The same day I received an email back from the Dept that handles these issues and an explanation followed.

Another email from me to this Dept head followed, with another response received. I was told at that point that the issues would be raised in a meeting the following day (20/01/2009) between the aff manager, my VIP host and this person from Dept X & that I would also receive a response that day.

Well that day came and went with no response.

Today (21/01/2009 towards their close of office hours) I receive an email to these issues. Not from the person I was dealing with, but from my Casino Share VIP manager. (???)

This not only highlighted the original issues but created new ones. Which I may add, are ironic considering these were based on a repeat performance of not following thru with a promised response the following day. To make matters worse, I was then subjected to an obvious attempt to convolute one issue by adding a totally separate incident (casino stuff up) into the current mix.

Of course I responded with a satire of warranted (polite) opinions, facts and other notations.

Well...Maybe someone was tired, didn't engage the head, but I then received an email that was obviously not meant for my eyes!


----- Original Message -----
From: jason
To: [email protected] ; Lilani | Playshare
Cc: Duwayne | Playshare
Sent: Thursday, January 22, 2009 6:37 AM
Subject: Re: Feedback


Hey Lilani,

Just let him know that you are his VIP, and I only deal with him when you are not around. Makes me seem incompitant in this email. Also, let him know that we had to wait for confirmation from Max, or something to that effect.

As for the phone issues. Let him know that we have taken steps to get a toll free line for Austrlia, and this should be ready in the near future. Also, we have fingered the source of the hang ups, and have also taken steps to reslove this. It should not happen again.

Thanks for this,

Regards,

Jason

-------------

Makes me seem incompitant in this email...You think so?

Right now that would be the least of my worries. Referring to me as him when "Jason" is fully aware of my name, is both disrespectful and honestly insulting.

Given that Jason and I have spoken on numerous occasions, I'm simply mortified by his representation of me.

Not to mention that fact that it's obvious I should not have received this email is the first place.

Is this how online casinos speak about VIP players behind their back. By this email it would seem so at Casino Share.

Not happy Jan

Least to say this screw up has affectively destroyed our business relationship (which was far more than just an aff account) & player account too.

Thanks for sharing this Trezz. The other question that comes to my mind is, How does this type of nonsense that is going on at Casino Share as based in the above statements and email exchanges affect or weigh upon their "Accreditation" here at Casinomeister ?

 

[vinylweatherman]

Thought I post this as example of what players (VIP or otherwise) should not expect or worse receive from an online casino.

This email was received after a lengthy series of emails that raised issues with Casino Share. Even though all were player related, they were given from my affiliate perspective to my affiliate manager.

Although my aff manager followed the correct procedure and escalated my issues to the relevant Dept(s), what followed is a prime example (least in my opinion) as to why Casino Share can't get its collective sh#t together.

The issues raised were as follows:
Promos not being sent to players.
Phone calls resulting in CSR's not understanding English.
Phone calls being terminated by CSR's (because again from lack of understanding of English).
Email responses & or actions being promised on day X and not be followed through.

From a players perspective these type of incidents are not only frustrating but time consuming. From an affiliates point (IMHO) of view, they present retention issues, that affect the bottom line income. Ultimately though, the damage done reflects badly on the site that promotes the casino, through no fault or wrong doing of the affiliate webmaster.

Reiterating that I sent & raised these issues with my affiliate manager on Monday. The same day I received an email back from the Dept that handles these issues and an explanation followed.

Another email from me to this Dept head followed, with another response received. I was told at that point that the issues would be raised in a meeting the following day (20/01/2009) between the aff manager, my VIP host and this person from Dept X & that I would also receive a response that day.

Well that day came and went with no response.

Today (21/01/2009 towards their close of office hours) I receive an email to these issues. Not from the person I was dealing with, but from my Casino Share VIP manager. (???)

This not only highlighted the original issues but created new ones. Which I may add, are ironic considering these were based on a repeat performance of not following thru with a promised response the following day. To make matters worse, I was then subjected to an obvious attempt to convolute one issue by adding a totally separate incident (casino stuff up) into the current mix.

Of course I responded with a satire of warranted (polite) opinions, facts and other notations.

Well...Maybe someone was tired, didn't engage the head, but I then received an email that was obviously not meant for my eyes!


----- Original Message -----
From: jason
To: [email protected] ; Lilani | Playshare
Cc: Duwayne | Playshare
Sent: Thursday, January 22, 2009 6:37 AM
Subject: Re: Feedback


Hey Lilani,

Just let him know that you are his VIP, and I only deal with him when you are not around. Makes me seem incompitant in this email. Also, let him know that we had to wait for confirmation from Max, or something to that effect.

As for the phone issues. Let him know that we have taken steps to get a toll free line for Austrlia, and this should be ready in the near future. Also, we have fingered the source of the hang ups, and have also taken steps to reslove this. It should not happen again.

Thanks for this,

Regards,

Jason

-------------

Makes me seem incompitant in this email...You think so?

Right now that would be the least of my worries. Referring to me as him when "Jason" is fully aware of my name, is both disrespectful and honestly insulting.

Given that Jason and I have spoken on numerous occasions, I'm simply mortified by his representation of me.

Not to mention that fact that it's obvious I should not have received this email is the first place.

Is this how online casinos speak about VIP players behind their back. By this email it would seem so at Casino Share.

Not happy Jan

Least to say this screw up has affectively destroyed our business relationship (which was far more than just an aff account) & player account too.

I wouldn't woory about the use of "him", as this email is out of context. "him" is probably fully defined between them already, so no need to labour the point each new sentence. Gramatically, you would define a person by name at the start, but would continue to use "him" or "her" whilst it is still clear to the reader that only one person can be attributed to "him".

This bit is far more telling though:-

.....Also, let him know that we had to wait for confirmation from Max, or something to that effect......

Now either they REALLY DID have to wait for confirmation, or they didn't. So no need, surely, for adding "or something to that effect". The implication here seems to be that Lilani is being asked to use "waiting for confirmation" as an excuse, rather than it actually being the case, with some leeway being granted to use an altenative explanation if that would go down better.

This is just one from an exchange of internal emails, number unspecified, but not one that should EVER have left the building.

It itself shows incompetence at the level of VIP manager, as it must have been Jason that used an incorrect "to" address when sending the email. The other implication is that incompetence can be excused simply because the usual person is not available to deal with a specific player or issue, and Lilani is being asked to ask you to excuse this shortcoming. Since the casino is 24/7, they should fully expect that no one named person could EVER be a VIP player's only point of contact.

In the main, the issues you have highlighted do indeed reflect some of the issues I have with Casino Share through Grand Mondial (they bought them out). I had 5 CONSECUTIVE Emails ignored, and one issue was NEVER resolved with one of their promotions that has NEVER worked properly (Treasure Quest - finders keepers).

I DID Email Lilani about this (she is also MY VIP host), but never heard back, I more recently emailed her to opt in for January - again never heard back. Maybe deliberate policy to not bother confirming an opt-in, but bad procedure all the same - I don't know where, as a player, I stand - opted in or not.

Of course, as a player, I can go elsewhere, but if you were the affiliate that referred me, you will lose out on any further action I give unless I went elsewhere through the same affiliate.

As an affiliate, you can choose from many other casino groups to promote, however, this will not really punish the casino for bad service, as they can easily replace the affiliates they lose.

 

[AussieDave]

Now either they REALLY DID have to wait for confirmation, or they didn't. So no need, surely, for adding "or something to that effect". The implication here seems to be that Lilani is being asked to use "waiting for confirmation" as an excuse, rather than it actually being the case, with some leeway being granted to use an altenative explanation if that would go down better.

This is just one from an exchange of internal emails, number unspecified, but not one that should EVER have left the building.

It itself shows incompetence at the level of VIP manager, as it must have been Jason that used an incorrect "to" address when sending the email. The other implication is that incompetence can be excused simply because the usual person is not available to deal with a specific player or issue, and Lilani is being asked to ask you to excuse this shortcoming. Since the casino is 24/7, they should fully expect that no one named person could EVER be a VIP player's only point of contact.

The reason this got right under my skin & has left me disappointed, is that Jason and I in one of our many conversations, discovered that we both enjoyed wine. We were in the process of exchanging two bottles from each of our Countries.

In the main, the issues you have highlighted do indeed reflect some of the issues I have with Casino Share through Grand Mondial (they bought them out). I had 5 CONSECUTIVE Emails ignored, and one issue was NEVER resolved with one of their promotions that has NEVER worked properly (Treasure Quest - finders keepers).

I DID Email Lilani about this (she is also MY VIP host), but never heard back, I more recently emailed her to opt in for January - again never heard back. Maybe deliberate policy to not bother confirming an opt-in, but bad procedure all the same - I don't know where, as a player, I stand - opted in or not.

Maybe our levels of VIP host support are divergent. I had Lilani's after hours email contact. If I couldn't raise her, I'd contact support and they would phone her 24/7 if required.

Noting I'm well aware this is not the general status quo of service that players receive. Another reason why this/these issue(s) are upsetting to me.

Of course, as a player, I can go elsewhere, but if you were the affiliate that referred me, you will lose out on any further action I give unless I went elsewhere through the same affiliate.

With all due respect VWM I'm not a noobie affiliate. After 9 years I know exactly how the game works!

My decision to end our business association, was ultimately based on the following:

• Seems only basic decisions can be made without Max (their CEO) giving his veto.
• Promised emails not arriving.
• Having to wait 10 days for the eZbonus screw up of $124 to be returned to my account. (Apparently required Max's approval - he was out of the Country).
• General slackness with weekend & after hours CSR's.
• Phone support issues with either being disconnected or hung up on.
• Limited number of CSR's who can not understand fluent English after hours or on weekends.

If CasinoShare treats a VIP like this, how do general players get treated?

I'm not about to promote a casino group that can't get their sh#t together.

For me as an affiliate the DOLLAR value does not outweigh responsibility.

If I'm not prepared to patronise XYZ online casino, then I'm certainly not going to promote them!

this will not really punish the casino for bad service, as they can easily replace the affiliates they lose.

has affectively destroyed our business relationship (which was far more than just an aff account)

I'm not going to air the type of business agreements we had, but my decision to pull the pin on CasinoShare would most definitely have caused headaches and most certainly some dramas.

Even though I was upset as a player, my choice to end my business relationship with Casino Share was not fuelled by vengeance. It was however based on issues that pertained directly to affecting the quality of play & service. Which I believe general players are subjected to sub standard quality on a daily basis.

Cheers
T

 

[prindi]

Thats Nothing! Trust me on this!

I could make your situation look like a walk in the park compared to what I USED to go through. Their promises never come through, and the service is just not there. You would be shocked at the chat conversations and the emails that have taken place. What I do not understand is what am I doing different than anyone else that rave about their service?
I see what great service they have all over the gambling forums and I shake my head in disbelief. There is only one person there that takes care of business. However Mario is just one person, and I don't have the patience to go round and round to get a bonus, or anything else that they offered me. True, I do not post very often but the last situation I had with them I did think about sharing it. Its just easier to go to Villento or Fortunelounge and get whatever you need instantly. I like when a casino gives its support the power to make decisions and implement them. Patience is a virtue that I do not have.

Let me add this..I am not an affiliate. I am just a player.

 

[AussieDave]

I see what great service they have all over the gambling forums and I shake my head in disbelief.

prindi you'll find a lot of the praise on other forums is false. It's manufactured by given away free chips in unique comps for the forum. Besides I happen to speak with one of the Admin from one of these forums (name withheld) and they said they don't even play at Casino Share.

Yet they are one of the most regular posters telling everyone on the forum how great Casino Share's customer support is.

Mario

I'll agree that Mario has got his finger on the pulse. He's probably one of the best assets the casino has. But he can only do so much. And he's only there M-F 9 - 5pm.

Any how thanks for giving your input, I'd be more than interested to see any chat or email correspondences you have had with CS that also shows their lack of player support. If you could post it here I think other CM peeps would like to see it too.

Cheers
T

 

[prindi]

Samples Of Casino Share Support

I'll agree that Mario has got his finger on the pulse. He's probably one of the best assets the casino has. But he can only do so much. And he's only there M-F 9 - 5pm.

If I may add....Mario is the only asset the casino group has.

Any how thanks for giving your input, I'd be more than interested to see any chat or email correspondences you have had with CS that also shows their lack of player support. If you could post it here I think other CM peeps would like to see it too.

Yes I can do that. However realize that this forum just isn't big enough to handle the crap I have been through with them. I will pick out a few choice communications and I will let you be the judge!

this is a copy of a email to one of the moderators of a forum that I was trying to support. Within the email is a copy of a chat I had with Casino Share. Here it is:


would love to post mydeposits...one problem..Only in this casino do i get an error going to transactions to see my deposits...I copied and pasted the error to them, I have sent them 2 emails asking for this info, live chat would not give it to me. God knows why I still deposit here, they seriously suck when it comes to service. They tell me Im a Platinum member however they treat me me like dog doo. I get exhausted trying to get things like bonuses that they email, etc. Everyone else seems to like my money, this casino just doesnt want it. I don't know what it is about them but I don't deposit there like I used to..I prob have a couple hundred in deposits. so if its worth it to you...let me know what else I can do to get this info. thanks, di oh...ex: of a chat lol..sorry im just venting...this is what you call lazy...and wastes my time for 30 minutes when he obviously can see the info but refused to give it to me...

here is a typical chat 26 minutes and i got nowhere...info: Please wait for a site operator to respond.
info: Welcome to Casino support live help, one moment please for world-class service
Andy: Hi, and thank you for using our Live Chat facility! Allow me to introduce myself as your chat representative...
Andy: will be assisting you, how could I be of service...
di: i just need to know for this month of aug only the date of deposit and the amount i would appreciate it thanks
Andy: Hi, and thank you for using our Live Chat facility! Allow me to introduce myself as your chat representative...
Andy: will be assisting you, how could I be of service...
di: see above?
di: i sent you a message maybe to fast
di: and you didnt see it
Andy: One moment please while we look into the matter for you?
di: thank you andy
Andy: the whole amount of this month is 166
di: can you please break that down to the date and amount of deposit?
Andy: you can check that on your side by playcheck.. otherwise if you want to have a detailed answer please send us an email: [email protected] and we will gladly provide you with those detailed numbers and dates
di: i did and i emailed you and never got a reply
di: so can you just give me the dates they arnt that many
di: must be 8
di: i was also suppose to hear some follow up from yesterday on another matter..and they said he would email me the info..that never happened either..its fine now i got that resolved thanks
Andy: i have 9 payments, you want to have each amount and each date?
di: if you dont mind?
di: that would be great
di: sounds like more than 166 if there are 9 payments
di: min 9x20=180
di: so im glad to get the detail
di: thanks!
di: appreciate your time
Andy: i am sorry please send us an email with the request, we can not access to the details in the moment
di: can you just email that to me please?
Andy: i am sorry you have to email that to as first since it is a different department
di: can you go ahead and forward this to where it needs to go?
Andy: i am sorry it is not possible
di: ok.
di: i see
Andy: you can check that on your end as well
di: your url is not valid for that
Andy: go to playcheck on your casino software please
di: all the other casinos changed that long ago
di: yours still gives an error
di: if thats the case then please access it for me
Andy: the playcheck is for the player
di Error In Connect Please check your URL or contact your casino operator. Error In Connect Please check your URL or contact your casino operator. Error In Connect Please check your URL or contact your casino operator.
Andy: thank you for that information, but from our side it should be fine, but i will forward that information
di: you will send it to me? since its fine on your side?
Andy: please send the request to us with email and we will gladly provide you with the requested information
di: i see so you cant handle that for me?
Andy: i am sorry not in the moment since our system is running a bit slow

And did I still deposit after this? ROFLMAO! YES! BUT WAIT! See the latest...I tell you I probably have 10 of these type of chats with this inept casino groupl But when I was assigned a VIP Representative that was worse than this...That is when the lightbulb went on. Money deposited stopped. I will start another post with that communication. I believe its lengthly.

 

[prindi]

VIP Representative? Who's The Joke On? Me? Or ?

Here is the first of a series of correspondence with Lilani who by the way could NOT EVEN spell my name right. Diane is not that hard to spell. Talk about an insult!

Hi Dianne,

The Finders keepers offer is only valid during Mondays to Thursdays and thus the reason why it is not active.

You would have to participate in the weekend offer and then only will they be eligible for this offer on Monday.

Please feel free to contact me should you require any further assistance. Have a wonderful day further!

Kind regards,

Lilani

VIP Account Manager

My reply: Sat. Sept 13th:

i did participate last weekend....the bonus still isn't there.

She responded same day Sat. Sept 13th:

Hi Dianne,

I have forwarded your email to our technical department to double check if the system is working and I will contact you the minute I get a response.

Warm regards,

Lilani

--------------------------
Sent using BlackBerry

Monday Sept 15th I reply:

Did they not have a chance to look at my account? I always have to have live chat manually credit my bonuses as it is never credited by me just clicking in the software to claim it and wait 60 minutes. it just doesn't happen. I would love for them to fix this. thanks di

Tuesday Sept 16th I received this: I'm starting to get a bit frustrated trying to get a random bonus anywhere from $5 -$100 per this promotion.


Hi Dianne,



We did look into your account and the Finders keepers offer is only valid during Mondays to Thursdays and thus the reason why it was not active.

You would have to participate in the weekend offer and then only will they be eligible for this offer on a Monday.



Please give me a shout if anything is unclear.



Warm regards,



Lilani

I get this email reply from her and now frankly I was pissed. I replied as such:

Lilani,
your not understanding what I said. I participated the weekend before last weekend. i opted in. the bonus is still not there. let me know if anything is unclear. thanks, di

Now it gets good. I subscribed at the time to a email tracker and it showed that she opened my email I had sent after this 6 times...Count them 6 times on the 16th.

I wait. Nothing. She opens it one more time on the 18th. Finally I realize that she has decided to ignore me. She is new and I realize that this casino either lacks brains to put someone with I don't know would you say a lack of training? How hard is it to follow up? I couldn't figure. So I send Mario this on Sept 18th:

Hi Mario, You have been great in the past in helping me get things resolved. I don't know what it is about the level of service I get from anyone else at your casino. You always just take care of business, and its appreciated...I went to live chat and asked them about this promo Finders Keepers cause I was thinking I didn't understand it... when i opt in at your casino i never get credited for the match purchase bonuses either till i go to live chat and they do it for me. So i figured this was the same. The representative referred me to VIP and it was as if Lilani didn't even read the email. I haven't heard back since this last reply. To me this is so unbelievable! I don't get why I have to chase the bonuses. I don't get it? I cant even get an answer and it takes days and she still doesn't understand. If she looked in my account she would see that I purchased on 9/5 and 9/7. Am I missing something here? Thanks for your time in advance..You would need to read from the bottom up as that would be the chronological order. Thanks! Oh! I did want to add that I do love the software how it feels on my computer but this is to hard already! Thanks for your time in advance!

Diane

Okay. I see from my email tracker that Mario forwarded my email to her....this is her reply. By the way when I read this I nearly went through the roof. There is nothing to excuse the blatant lie that she told me. I absolutely saw RED...Further more this particular promo is a random bonus from $5-$100...guess what they decided to give me? Yes! $5. This is the communication where they did me in. I was so done with them! Here is her reply: ( by the way she finally gets my name spelled right)

Hi Diane,

I apologise for not getting back to you sooner, your email seems to have straight through to my spam folder and I never saw your response therefore I was under the impression that the issue was resolved.

I have credited your account with the Finders Keepers bonus and it is available to you immediately. Please accept my humblest apologies for the situation.

May you have a wonderful weekend J

Warm regards,

This is kind of funny. I actually composed the next email to Mario but only put it in my draft. I did not send it...Heres a copy of the draft... to thank him for his follow up: Here is my email to him the one I never sent....

Mario,

I wanted to thank you for following up for me on this matter. I knew I could count on you to make it happen. What I don't understand is this email to me. She claims my 3rd or so reply to her email ( my last reply) went to her spam folder. I subscribe to an email notification service and Lilana opened my email quite a few times after my last reply. She chose to ignore me is what happened. She did not even read or comprehend my situation throughout this entire email dialogue. I think it would be wise to train her that telling something that is not true will bite you in the you know what almost everytime. Further her thinking that it was resolved without following up is not an accepted practice in the service industry. No one knows that better than you, as you understand and know how to take care of your customers. When I received this email I have to tell you. I was beyond mad. I chose to cool off over the weekend to see if I wanted to waste anymore time and energy on this. . My thoughts were to go hit cm and post this situation. I do not think I am going to do this as I don't want to do anything to hurt your position or reputation. I really respect and appreciate what you have done for me, and If I decide to continue playing at your casinos at least I will know that your there if I need to get something resolved. Just for your knowledge I will do a copy and paste of the notification I received from her opening my emails.


ok....call me a wuss! This was the actual email that I did send to Mario!

Mario,

I wanted to thank you for following up for me on this matter. I knew I could count on you to make it happen. I do find it exhausting to chase a $5 bonus. I guess if I knew that it was going to be only $5 I wouldn't have bothered you. Thanks once again for taking care of my situation. Its appreciated more than you know!

Warmest Regards,

Diane

Now whether I am a wuss or just one that lacks patience? I would say the later. If this isn't an indication of the type of service I receive then for gods sake I will post more when my patience meter fills up again! Thank freaking god for Villento and Fortunelounge! I get the service I need immediately at both!

 

[vinylweatherman]

I wonder if this finders keepers promotion works for anybody. It has NEVER worked for me, and the error is in their site. It ALWAYS gives the error message indicating I must claim Monday to Thursday, but it IS MONDAY TO THURSDAY when I get the message.

I have always suspected that it would only ever be 5, and not nearer to 100. The VIP service is pretty poor - one week I am Bronze, I don't deposit, and the next week I am Diamond The offers bear no relation to VIP level. I had a run of 77% offers at Bronze, then became VIP and they REDUCED to mostly 25% with one 50%.

 

[prindi]

Well, I was always wondering how they figured my loyalty status as well. I think their loyalty is just as unreliable as the rest of their marketing. I have not deposited in months, ( obviously ), and I get that email saying that I am still Platinum. What I couldn't figure is how it stayed at Platinum all these months that I have not deposited. Interesting that you receive the same unreliable read verses your deposits too.

 

[AussieDave]

I had a run of 77% offers at Bronze, then became VIP and they REDUCED to mostly 25% with one 50%.

As an affiliate (since this fiasco I've pulled their banners and links) I started to notice this too. I had players who were dropping $2K a month and were receiving small if any bonuses.

Where as peeps who made deposits of between $100 - $300 a month, were being handed multiple bonuses.

It got to the stage where I was getting drained on a monthly basis because of the insane number of free comps given out to low rollers.

Although CS did look after me as a player with free comps, IMHO I was getting royally screwed on a monthly basis with their aff program.

Cheers
T

 

[vinylweatherman]

As an affiliate (since this fiasco I've pulled their banners and links) I started to notice this too. I had players who were dropping $2K a month and were receiving small if any bonuses.

Where as peeps who made deposits of between $100 - $300 a month, were being handed multiple bonuses.

It got to the stage where I was getting drained on a monthly basis because of the insane number of free comps given out to low rollers.

Although CS did look after me as a player with free comps, IMHO I was getting royally screwed on a monthly basis with their aff program.

Cheers
T

Well, this makes some sense. I deposited just under 500 for the run of weekly 77% to 77 bonuses, and this then got me Lilani and VIP status, followed by a reduction to 25% offers. I ignored about 3 of these and got a 50% one. I took this, and was knocked back to 25% again. Although the percentage is lower, the absolute amount of free chips is a bit higher, being up to 125 (25% on max of 500 deposited).
Given that most players are low rollers, most players are receiving high relative bonuses.
What I find puzzling is that if YOU are getting drained as an affiliate, on the surface of it the casino too is not making a profit under this regime - this makes no sense at all. A much closer look at the figures, and the small print on how commission is calculated, seems in order, as the casino MUST find this profitable, or they would switch strategy. I doubt you will be too bothered though, having already made your mind up to cut them loose.

Hopefully, you were a big enough fish to make this CEO of theirs take note, and maybe think that perhaps a rethink is in order before the brand sinks further. Certainly, having even minor everyday CS desisions delayed by having to go through him makes the experience for the player one of a casino keen on procrastination and stalling rather than providing a service.
What if the CEO had a bad accident, or was taken ill, and couldn't do anything for a few weeks, surely under the current system the business will be effectively finished when he returns doe to a complete loss of trust by the players.
I recall a rogue casino stalling payments and using the excuse that only their CEO could approve payments, and he was "out of the country" - which lasted for a couple of months (I think they were actually in trouble, and may have gone bust in the end).

 

[AussieDave]

Hi VWM,

What brought it all home...It took 10 days to have $124 credited to my account over an ezBonus stuff up. Some may say it was because of the Christmas break. But IMHO that's no excuse if your running a casino 24/7.

The $124 had to be vetoed by their CEO (Max Wright), who ironically was out of the country.

Still you'd think someone would have the brains to place someone in charge whilst the CEO is away. Then again in Casino Share's case obviously not

Cheers
T

Edit: They are reasonably quick with cashins. But IMHO need to at least offer 7 day a week cash-ins for VIP's.
Apart from this, everything else is a total c#ck up & IMHO has been this way since day one of opening.

They are one of the only MG casino's I can recall that did not have either phone or live chat. It took well over 8 - 12 months before they got their loyalty program up.

Their new consolidated aff program was supposed to be finished around mid last year. But it's still not completed. Another good example of the same ol same ol...lots of promises but nothing materialises.

This is now sling at CM...But how they managed to get Accredited is beyond me

 

[pevangel]

hi all

the finders keepers never worked for me either and i was owed 8 of them, so lilani had to manually credit them, of course each was only for 5 bonus, i never received anything more then 5, although the finders keepers states 5 to 100 bonus. i am glad you posted this i had thought it was only me.

pevangel

 

[Mario]

Hi All,

Thank you for giving me the opportunity to address these concerns in a public forum such as this.

There is no better way of confirming and determining whether the casino takes the affiliates/players comments and feedback to heart. This provides an opportunity for us to demonstrate the true values of our casino and its customer service as well as how much we appreciate your input as a long term valued client.

We strive for excellence in our service delivery and player experience however, just looking at the comments and concerns addressed in this forum, I truly feel that serious scrutiny and a long hard look needs to take place, not just in our service delivery but in also in our player experience.

I will say however, with regards to our accented agents, that we are now addressing a global village ,and are aligning our services to ensure our customers are accommodate in their native languages. We take note of your comments and will strive to ensure that our players are dealt with in the language of their choice.

You have my commitment that this matter is of utmost priority to us as an organization and all the concerns and issues highlighted here will be addressed.

I believe that our reputation precedes us, not just on this forum, but in this industry, as a casino that holds our players experience and satisfaction as our main priority and that we will go out of our way to ensure that this is achieved.

Weve never failed to respond and or address the issues at hand and we have no intention of doing so now.

Rest assured that you do have my utmost attention and all your issues will be addressed in the next couple of days.

Full investigation will be conducted and a report back will be provided.

I delight in the opportunity to show what a difference a post such as this can make, in ensuring that we as a group achieve our full potential in becoming one of the well known brands or groups in the industry.

Without your brutal honesty, there would be no true confirmation or measure that we providing a good service to our most important asset, our players.

Only once weve achieved 100% customer satisfaction will we consider we are on the right track.

Change is imminent and it is my duty to prove this to you.

Best regards
Mario

 

[vinylweatherman]

Hi All,

Thank you for giving me the opportunity to address these concerns in a public forum such as this.

There is no better way of confirming and determining whether the casino takes the affiliates/players comments and feedback to heart. This provides an opportunity for us to demonstrate the true values of our casino and its customer service as well as how much we appreciate your input as a long term valued client.

We strive for excellence in our service delivery and player experience however, just looking at the comments and concerns addressed in this forum, I truly feel that serious scrutiny and a long hard look needs to take place, not just in our service delivery but in also in our player experience.

I will say however, with regards to our accented agents, that we are now addressing a global village ,and are aligning our services to ensure our customers are accommodate in their native languages. We take note of your comments and will strive to ensure that our players are dealt with in the language of their choice.

You have my commitment that this matter is of utmost priority to us as an organization and all the concerns and issues highlighted here will be addressed.

I believe that our reputation precedes us, not just on this forum, but in this industry, as a casino that holds our players experience and satisfaction as our main priority and that we will go out of our way to ensure that this is achieved.

Weve never failed to respond and or address the issues at hand and we have no intention of doing so now.

Rest assured that you do have my utmost attention and all your issues will be addressed in the next couple of days.

Full investigation will be conducted and a report back will be provided.

I delight in the opportunity to show what a difference a post such as this can make, in ensuring that we as a group achieve our full potential in becoming one of the well known brands or groups in the industry.

Without your brutal honesty, there would be no true confirmation or measure that we providing a good service to our most important asset, our players.

Only once weve achieved 100% customer satisfaction will we consider we are on the right track.

Change is imminent and it is my duty to prove this to you.

Best regards
Mario

Well, things WERE great at first, but then Casinoshare gobbled up Grand Mondial, and then flooded the market with several dozen "white label" casinos. No wonder things appear to be "going down the crapper" from the player's perspective.
My most recent contact with your CS managed to average things out a bit by offering me an above average experience to another of those annoying times a deposit gets taken from Neteller and vanishes into the ether with the cashier claiming "unable to process transaction".

Finders Keepers has NEVER WORKED, and whats more, EVERY SODDING EMAIL I ever sent about this was IGNORED. Since learning it was only ever likely to be a 5 credit, I gave up at 5, but am probably owed more than this.

It is no good having only ONE person who seems any good at dealing with players (yourself, Mario), the entire team needs to deliver. Neither is it any good having a loyalty and VIP scheme that makes absolutely no sense whatsoever to the player.
How can I possibly be "Diamond" after not depositing for WEEKS, yet was forever BRONZE when making regular deposits (until I gave up because of Finders Keepers, and before that, "Treasure Quest" always being billed as "starts next week" for well over a month of weekend offers). Why too did I receive a string of 77% matches at Bronze, yet at Diamond the offers are now 25% - this is counterproductive to the bottom line, clearly teaching players that "less is more" when it comes to making regular deposits.

Whatever happens in public now, the accidental release to Trezz of what should have been an internal email has blown the lid on how we are thought of by the business entity that is CasinoShare - this particular genie can not be put back into it's bottle.

 

[AussieDave]

It is no good having only ONE person who seems any good at dealing with players (yourself, Mario), the entire team needs to deliver.

Credit where credit is due, I've always found Mario to be top shelf. He seems to understand things from a players perspective. I also believe that if it can be done then Mario will see it is done.

Adding if Mario makes a promise or says he'll get back to you he does

Echoing VWM's thoughts...I agree that the entire CS team needs to adopt Mario's business ethics.

As a personal opinion...Duwayne has had experience in VIP management - previously working VIP services at Belle Rock Group. Why he was not give then role of VIP manager is a mystery to me.

Whereas Lilani (from what I believe) holds no online casino industry experience before this placement. But is given the role of VIP manager.

Lack of Industry experience seems to be the key issue to 99% of all problems encountered, least IMHO.

the accidental release to Trezz of what should have been an internal email has blown the lid on how we are thought of by the business entity that is CasinoShare

I was totally flabbergasted. This was the final straw for me.

I'm truly mystified as to how a casino group can not get its collective sh#t together. It's not like Casino Share is a new outfit and is suffering teething issues. From memory you've been going at it since 2006. Three long years.

IMHO until the hand starts talking to the fingers and visa versa then we will continue to see stuff ups like this.

Cheers
T

 

[Mario]

Hi All,

Without any further ado let me start by saying, We hear you.

In order to have longevity, we know we need to listen to our players, and this is what we are doing.

Our support staff will be your advocate, whilst ensuring players satisfaction.

As a result, we are reinforcing The Buck Stops Here attitude.

Continuous up skilling and training programs are being ramped up.

Our promotions department will ensure a simple and user-friendly opt-in solution while delivering value for money offerings to our loyal players.

The classifications and offer sets are under review, and rewarding will be aligned in accordance to a players overall loyalty.

Player appreciation and satisfaction will be our main focus.

We will enhance your gaming experience and nothing but excellence will be the norm, and we plan to deliver.

We truly appreciate the feedback and your continuous loyalty and support.

I could go on but our actions will speak louder than our words.

Watch this space as we aim to please.

Best regards
Mario

 

[winbig]

Our promotions department will ensure a simple and user-friendly opt-in solution while delivering value for money offerings to our loyal players.

Some constructive criticism:


I never hear from Grand Mondial's promotion's department until after I've made a deposit. It seems that GM only thinks of me AFTER the fact. Once I make another deposit, I'll get an email once a month for a couple of months, but after that, correspondence stops once again, and the cycle starts over again.

I never once received a birthday greeting, or anything. I can understand the thought process, but it's backfiring. This in no way wants me to come back and play at GM, it only pushes me away and I'll only deposit there when I'm having a bad run at the casinos I do frequent.

 

[Mario]

Some constructive criticism:


I never hear from Grand Mondial's promotion's department until after I've made a deposit. It seems that GM only thinks of me AFTER the fact. Once I make another deposit, I'll get an email once a month for a couple of months, but after that, correspondence stops once again, and the cycle starts over again.

I never once received a birthday greeting, or anything. I can understand the thought process, but it's backfiring. This in no way wants me to come back and play at GM, it only pushes me away and I'll only deposit there when I'm having a bad run at the casinos I do frequent.

Thank you Winbig.

I'll sure to look into it and ensure that all our communication goes out timoeously and more frequently.

Best regards
Mario

 

[prindi]

When Was This Great Service Going To Start At Casino Share?

Hi All,

Without any further ado let me start by saying, We hear you.

In order to have longevity, we know we need to listen to our players, and this is what we are doing.

Our support staff will be your advocate, whilst ensuring players satisfaction.

As a result, we are reinforcing The Buck Stops Here attitude.

Continuous up skilling and training programs are being ramped up.

Our promotions department will ensure a simple and user-friendly opt-in solution while delivering value for money offerings to our loyal players.

The classifications and offer sets are under review, and rewarding will be aligned in accordance to a players overall loyalty.

Player appreciation and satisfaction will be our main focus.

We will enhance your gaming experience and nothing but excellence will be the norm, and we plan to deliver.

We truly appreciate the feedback and your continuous loyalty and support.

I could go on but our actions will speak louder than our words.

Watch this space as we aim to please.

Best regards
Mario

I am sorry Mario, Its been over a month, and the service still stinks. Let me give you a very long and drawn out 3 chats of 9 excuses as to why a spin promotion that you sent me has not been credited. The biggest insult is for these reps to say something that is so obviously not true, and then change your story the next sentence when you question it. I do not have the patience for this. I am more than peeved, of course my lack of depositing shows how I feel. During this email by the way I did get credited the spins from Grand Mondial. Casino Share is still a zip! ( This is all from today by the way)

Chat start time Mar 3, 2009 12:37:59 PM EST
Chat end time Mar 3, 2009 12:49:08 PM EST
Duration (actual chatting time) 00:11:08
Operator Jeje



Chat Transcript
info: Please wait for a site operator to respond.
info: Welcome to our livechat. All our operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: Welcome to our livechat. All our operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: Welcome to Casino support live help, one moment please for world-class service
Jeje: Hi, and thank you for using our Live Chat facility! Allow me to introduce myself as your chat representative...
Jeje: will be assisting you, how could I be of service...
Di: hi i got an email saying i had free spins on johnny spector they arnt there..thanks.
Di: ok..where do you want me to send it to?
Jeje: [email protected]
Di: ok. how long will it take to et them?
Di: i sent the email. did you get it?
Jeje: kindly note that i'll receive it in the next 5 minutes ..
Di: ok
Di: and the free spins?
Jeje: aftre receiving the mail..
Di: ok..thanks.
Di: i received the same email for casinoshare
Di: was there a prob with that one too?
Jeje: One moment please while we look into the matter for you?
Di: ok
Di: never mind ill send email if i have a prob.
Di: thanks


1st chat...fine..11 minutes...thought after the 5 minutes I would receive the free spins. Should have known.

2nd chat...35 minutes..that was just the chat not the length of time I waited to get there.

Chat start time Mar 3, 2009 3:01:59 PM EST
Chat end time Mar 3, 2009 3:37:58 PM EST
Duration (actual chatting time) 00:35:59
Operator Hansley



Chat Transcript
info: Please wait for a site operator to respond.
info: Welcome to our livechat. All our operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: Welcome to our livechat. All our operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: Welcome to our livechat. All our operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: Welcome to our livechat. All our operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: Welcome to our livechat. All our operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: Welcome to our livechat. All our operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: Welcome to our livechat. All our operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: Welcome to Casino support live help, one moment please for world-class service
Hansley: Hi, and thank you for using our Live Chat facility! Allow me to introduce myself as your chat representative...
Hansley: will be assisting you, how could I be of service...
Di: i sent an email awhile ago..you had offered me free spins on johnny spector you also offered it to me in grand mondial..i didnt get it in either of them.
Hansley: When did you send the emails?
Di: after i received the email saying i got this promotion. i had talked to live chat they said to send an email..
Di: they said it would be 5 mins after i got the email..and that was a long time ago
Di: they are still not there
Hansley: One moment please while we look into the matter for you?
Di: sure
Hansley: Please note that some offers are valid only for a limited time.
Di: i just got the email..and the second i got it i logged in
Hansley: One moment please while we look into the matter for you?
Di: sure thanks
Hansley: Thank you for waiting. I'll be with you in just a moment.
Di: ok
Hansley: I'm sorry for the delay. I'll be right with you.
Di: ok
Hansley: You have several accounts on the system.
Hansley: Please ignore the above.
Di: phew
Di: im thinking no i dont
Di: i dont do that
Di: lol
Hansley: I see 10 Johnny Spector spins that were credited a while ago.
Hansley: But they were played already.
Di: nope
Di: i didnt get them
Di: i got the emailabout 5 hours ago
Di: i havent played them cause they arnt there
Hansley: Unfortunately i cannot credit any more of the spins from this promotion as they have expired.
Di: i just got the email..
Di: 5 hours ago
Hansley: Do you have a date on the email you received?
Di: yes...today
Di: i sent you a copy of it
Di: 2 1/2 hours ago
Di: i havent even heard back from you
Hansley: Just give it a little more time.
Di: what am i giving a little more time for what?
Di: im confused
Hansley: If you sent the email you will definitely receive an answer about this.
Hansley: For your email to be reviewed and answered.
Di: the last person that i chatted with said after they receive the email i should get it within about 5 minutes
Di: why are promotions that you send to me..so hard to get? why is it that i always have to contact you? you sent me the email saying they were in my account..they arnt
Di: you say give it more time
Di: they expired
Di: they were already played
Di: i dont get it..
Hansley: From what i see on your account there were free spins that were credited before in January and played already.
Di: ok...that was january..very good
Di: this is march
Di: you sent me an email
Hansley: For the time being i am trying to find out what promotion you are referring to.
Di: 10 spins on johnny spector
Di: i didnt get it in either account
Hansley: Which other account?
Di: grand mondial or this one casino share
Di: above
Hansley: Okay the spins are most probably for the GrandMondial account.
Di: Dear Diane (Vgmrxxxxxx), 10 Free Spins + Up To 200 FREE! Winning is a game everybody can play at Grand Mondial! Rediscover just how great and rewarding it is to play at Grand Mondial with this exclusive VIP offer: 10 Free Spins on Jonny Spectre PLUS 100% match up to 200 in purchases! Terms and Conditions: Free Spins valid on Jonny Spectre only. Free Spins offer expire's 08 March 2009. Purchase Match offer valid Tuesday, 03 March to Sunday, 08 March 2009. Single and accumulative purchases apply. Welcome home - your fortune awaits! Best Regards,
Di: here you go..this is what i got
Di: i just checked they are not in grand mondial either
Hansley: Yes.
Di: i got the email for BOTH accounts
Hansley: It is a Grandmondial offer.
Di: oh i am sorry
Di: yes
Di: i got it for this account too
Hansley: Please note that your grandmondial account qualifies for these spins.
Di: would you like me to copy and paste it as well?
Hansley: You should see the spins credited shortly.
Di: when?
Hansley: Still waiting for the system to update.
Di: ok...
Hansley: Just try within the next 2 hours or so.
Di: 2 hours?
Di: is this a problem with all the free spins promos you just sent out/
Di: or is it just my account?
Hansley: It is not just your account.
Hansley: The promotions are sent to thousands of players.
Hansley: Which is why it takes a little time.
Di: ok..so the thousands ofplayers you just sent this to? no one got the free spins?
Di: and the title of the email says i have already been credited
Di: so i dont get it?
Di: i dont think its going to happen
Di: thanks for your time
Di: bye

Count out how many bogus excuses I got. At the end said it would be credited within 2 hours. I say " I dont think its going to happen" BINGO!

Chat 3. This takes the cake. I get completely dismissed at the end.

By the way, while doing this email..I did get credited at Grand Mondial for the free spins. Not CasinoShare. I was sent an email saying they were credited and they were. I sent an email right back saying I did not get them for CasinoShare...Have heard nothing yet. Look at chat number 3. This is the topper!

Chat start time Mar 3, 2009 8:35:53 PM EST
Chat end time Mar 3, 2009 8:56:09 PM EST
Duration (actual chatting time) 00:20:16
Operator Gianluigi



Chat Transcript
info: Please wait for a site operator to respond.
info: Welcome to Casino support live help, one moment please for world-class service
Gianluigi: Hi, and thank you for using our Live Chat facility! Allow me to introduce myself as your chat representative...
Gianluigi: will be assisting you, how could I be of service...
Di: 5 hours ago you told me the free spins would be in my acct they still arnt.
Di: thanks
Di: they arnt in my grand mondial acct either
Gianluigi: One moment please while we look into the matter for you?
Di: sure! thanks
Gianluigi: Thank you for waiting. I'll be with you in just a moment.
Di: ok
Di: thanks
Gianluigi: kindly note that in order to receive the free spins is necessary to deposit at least 20, also to have the 100% match bonus
Di: nope thats not what the email says
Di: it says the free spins have already been credited
Di: and they havent
Gianluigi: I am sorry, maybe the mail is not so clear. But in order to receive that bonus the deposit is required
Di: the email is quite clear
Di: i have sent it to you 2x.
Gianluigi: 2x ?
Di: yes
Di: i have forwarded it to you as well as copied and pasted in the last chat
Di: in fact..your subject line to this promo states this
Di: you have been credited with 10 promo spins and more!
Di: so i ask you where in that does it say i need to deposit?
Gianluigi: sorry, last chat wasnt with me
Di: no i know
Gianluigi: but, it doesnt matter
Di: sorry
Di: but im getting a different answer everytime the last person tried 5 excuses on me
Di: i mean..you sent this to me
Di: just give me casino credits instead..this is way to aggravating
Gianluigi: One moment please while we look into the matter for you?
Di: sure thanks
Gianluigi: unfortunately I cant add any bonus or free spins at present, I am sorry...
Di: you being that you cant add any bonus is fine..but you offered me free spins...
Di: so how can you not add them?
Gianluigi: cause the terms of the promotion says that in order to receive the free spins is necessary to deposit, I cant do anything else. If you were eligible for any kind of free spins or bonus they would be already in your account.
Gianluigi: Is there anything further I can assist you with?
Di: ok..i see your dismissing me..very well

Mario, there is only one of you. When was this great service going to start?

 

[winbig]

Maybe it would help if you were to link the T&C of this promotion? 99% of the time offers like this do require a deposit.

But, that still doesn't make up for the constant runaround you received.

 

[Mario]

I am sorry Mario, Its been over a month, and the service still stinks. Let me give you a very long and drawn out 3 chats of 9 excuses as to why a spin promotion that you sent me has not been credited. The biggest insult is for these reps to say something that is so obviously not true, and then change your story the next sentence when you question it. I do not have the patience for this. I am more than peeved, of course my lack of depositing shows how I feel. During this email by the way I did get credited the spins from Grand Mondial. Casino Share is still a zip! ( This is all from today by the way)

Chat start time Mar 3, 2009 12:37:59 PM EST
Chat end time Mar 3, 2009 12:49:08 PM EST
Duration (actual chatting time) 00:11:08
Operator Jeje



Chat Transcript
info: Please wait for a site operator to respond.
info: Welcome to our livechat. All our operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: Welcome to our livechat. All our operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: Welcome to Casino support live help, one moment please for world-class service
Jeje: Hi, and thank you for using our Live Chat facility! Allow me to introduce myself as your chat representative...
Jeje: will be assisting you, how could I be of service...
Di: hi i got an email saying i had free spins on johnny spector they arnt there..thanks.
Di: ok..where do you want me to send it to?
Jeje: [email protected]
Di: ok. how long will it take to et them?
Di: i sent the email. did you get it?
Jeje: kindly note that i'll receive it in the next 5 minutes ..
Di: ok
Di: and the free spins?
Jeje: aftre receiving the mail..
Di: ok..thanks.
Di: i received the same email for casinoshare
Di: was there a prob with that one too?
Jeje: One moment please while we look into the matter for you?
Di: ok
Di: never mind ill send email if i have a prob.
Di: thanks


1st chat...fine..11 minutes...thought after the 5 minutes I would receive the free spins. Should have known.

2nd chat...35 minutes..that was just the chat not the length of time I waited to get there.

Chat start time Mar 3, 2009 3:01:59 PM EST
Chat end time Mar 3, 2009 3:37:58 PM EST
Duration (actual chatting time) 00:35:59
Operator Hansley



Chat Transcript
info: Please wait for a site operator to respond.
info: Welcome to our livechat. All our operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: Welcome to our livechat. All our operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: Welcome to our livechat. All our operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: Welcome to our livechat. All our operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: Welcome to our livechat. All our operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: Welcome to our livechat. All our operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: Welcome to our livechat. All our operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: Welcome to Casino support live help, one moment please for world-class service
Hansley: Hi, and thank you for using our Live Chat facility! Allow me to introduce myself as your chat representative...
Hansley: will be assisting you, how could I be of service...
Di: i sent an email awhile ago..you had offered me free spins on johnny spector you also offered it to me in grand mondial..i didnt get it in either of them.
Hansley: When did you send the emails?
Di: after i received the email saying i got this promotion. i had talked to live chat they said to send an email..
Di: they said it would be 5 mins after i got the email..and that was a long time ago
Di: they are still not there
Hansley: One moment please while we look into the matter for you?
Di: sure
Hansley: Please note that some offers are valid only for a limited time.
Di: i just got the email..and the second i got it i logged in
Hansley: One moment please while we look into the matter for you?
Di: sure thanks
Hansley: Thank you for waiting. I'll be with you in just a moment.
Di: ok
Hansley: I'm sorry for the delay. I'll be right with you.
Di: ok
Hansley: You have several accounts on the system.
Hansley: Please ignore the above.
Di: phew
Di: im thinking no i dont
Di: i dont do that
Di: lol
Hansley: I see 10 Johnny Spector spins that were credited a while ago.
Hansley: But they were played already.
Di: nope
Di: i didnt get them
Di: i got the emailabout 5 hours ago
Di: i havent played them cause they arnt there
Hansley: Unfortunately i cannot credit any more of the spins from this promotion as they have expired.
Di: i just got the email..
Di: 5 hours ago
Hansley: Do you have a date on the email you received?
Di: yes...today
Di: i sent you a copy of it
Di: 2 1/2 hours ago
Di: i havent even heard back from you
Hansley: Just give it a little more time.
Di: what am i giving a little more time for what?
Di: im confused
Hansley: If you sent the email you will definitely receive an answer about this.
Hansley: For your email to be reviewed and answered.
Di: the last person that i chatted with said after they receive the email i should get it within about 5 minutes
Di: why are promotions that you send to me..so hard to get? why is it that i always have to contact you? you sent me the email saying they were in my account..they arnt
Di: you say give it more time
Di: they expired
Di: they were already played
Di: i dont get it..
Hansley: From what i see on your account there were free spins that were credited before in January and played already.
Di: ok...that was january..very good
Di: this is march
Di: you sent me an email
Hansley: For the time being i am trying to find out what promotion you are referring to.
Di: 10 spins on johnny spector
Di: i didnt get it in either account
Hansley: Which other account?
Di: grand mondial or this one casino share
Di: above
Hansley: Okay the spins are most probably for the GrandMondial account.
Di: Dear Diane (Vgmrxxxxxx), 10 Free Spins + Up To 200 FREE! Winning is a game everybody can play at Grand Mondial! Rediscover just how great and rewarding it is to play at Grand Mondial with this exclusive VIP offer: 10 Free Spins on Jonny Spectre PLUS 100% match up to 200 in purchases! Terms and Conditions: Free Spins valid on Jonny Spectre only. Free Spins offer expire's 08 March 2009. Purchase Match offer valid Tuesday, 03 March to Sunday, 08 March 2009. Single and accumulative purchases apply. Welcome home - your fortune awaits! Best Regards,
Di: here you go..this is what i got
Di: i just checked they are not in grand mondial either
Hansley: Yes.
Di: i got the email for BOTH accounts
Hansley: It is a Grandmondial offer.
Di: oh i am sorry
Di: yes
Di: i got it for this account too
Hansley: Please note that your grandmondial account qualifies for these spins.
Di: would you like me to copy and paste it as well?
Hansley: You should see the spins credited shortly.
Di: when?
Hansley: Still waiting for the system to update.
Di: ok...
Hansley: Just try within the next 2 hours or so.
Di: 2 hours?
Di: is this a problem with all the free spins promos you just sent out/
Di: or is it just my account?
Hansley: It is not just your account.
Hansley: The promotions are sent to thousands of players.
Hansley: Which is why it takes a little time.
Di: ok..so the thousands ofplayers you just sent this to? no one got the free spins?
Di: and the title of the email says i have already been credited
Di: so i dont get it?
Di: i dont think its going to happen
Di: thanks for your time
Di: bye

Count out how many bogus excuses I got. At the end said it would be credited within 2 hours. I say " I dont think its going to happen" BINGO!

Chat 3. This takes the cake. I get completely dismissed at the end.

By the way, while doing this email..I did get credited at Grand Mondial for the free spins. Not CasinoShare. I was sent an email saying they were credited and they were. I sent an email right back saying I did not get them for CasinoShare...Have heard nothing yet. Look at chat number 3. This is the topper!

Chat start time Mar 3, 2009 8:35:53 PM EST
Chat end time Mar 3, 2009 8:56:09 PM EST
Duration (actual chatting time) 00:20:16
Operator Gianluigi



Chat Transcript
info: Please wait for a site operator to respond.
info: Welcome to Casino support live help, one moment please for world-class service
Gianluigi: Hi, and thank you for using our Live Chat facility! Allow me to introduce myself as your chat representative...
Gianluigi: will be assisting you, how could I be of service...
Di: 5 hours ago you told me the free spins would be in my acct they still arnt.
Di: thanks
Di: they arnt in my grand mondial acct either
Gianluigi: One moment please while we look into the matter for you?
Di: sure! thanks
Gianluigi: Thank you for waiting. I'll be with you in just a moment.
Di: ok
Di: thanks
Gianluigi: kindly note that in order to receive the free spins is necessary to deposit at least 20, also to have the 100% match bonus
Di: nope thats not what the email says
Di: it says the free spins have already been credited
Di: and they havent
Gianluigi: I am sorry, maybe the mail is not so clear. But in order to receive that bonus the deposit is required
Di: the email is quite clear
Di: i have sent it to you 2x.
Gianluigi: 2x ?
Di: yes
Di: i have forwarded it to you as well as copied and pasted in the last chat
Di: in fact..your subject line to this promo states this
Di: you have been credited with 10 promo spins and more!
Di: so i ask you where in that does it say i need to deposit?
Gianluigi: sorry, last chat wasnt with me
Di: no i know
Gianluigi: but, it doesnt matter
Di: sorry
Di: but im getting a different answer everytime the last person tried 5 excuses on me
Di: i mean..you sent this to me
Di: just give me casino credits instead..this is way to aggravating
Gianluigi: One moment please while we look into the matter for you?
Di: sure thanks
Gianluigi: unfortunately I cant add any bonus or free spins at present, I am sorry...
Di: you being that you cant add any bonus is fine..but you offered me free spins...
Di: so how can you not add them?
Gianluigi: cause the terms of the promotion says that in order to receive the free spins is necessary to deposit, I cant do anything else. If you were eligible for any kind of free spins or bonus they would be already in your account.
Gianluigi: Is there anything further I can assist you with?
Di: ok..i see your dismissing me..very well

Mario, there is only one of you. When was this great service going to start?

Hi Prindi,

Thank you and hope you are well.

Please note that your situation is being attended too, as you personally sent me a mailer last night which been forwarded to the relevant promotions department for further investigation.

In regards to service delivery issue we are work hard at ensureing that each and every indivdual receive the utmost best of services but as you are well aware that this is a culture that needs to be broken in the service centre and not jsut a mere switch of the button.

Your concerns and all the furstrations are being addressed.

I can't agree more in the fact that it is taking to long but processes needs to be followed and we need to ensure that all the relevant training and service quality steps are properly in place and yes this is taking sometime.

But please note that I do appreciate all these types of responses as this is the only way in how I can judge in how we are doing in our players eyes.

And at present it seems not very well.

I'll get back to you personally as soon as I got more feedback.

Thanks
Mario

 

[prindi]

Casino Share

Yes! I did send you an email as well. Thank you for the quick response. That is appreciated. I will look forward to your reply. di

 

[winbig]

In regards to service delivery issue we are work hard at ensureing that each and every indivdual receive the utmost best of services but as you are well aware that this is a culture that needs to be broken in the service centre and not jsut a mere switch of the button.

Sorry, but I must interject here. Yes, I do understand that it won't happen at the drop of a hat, so to speak, but how hard is it for someone (CSR's) to learn that it adds fuel to the fire when they tell a player what they want to hear, when in fact they don't know the answer? Are they THAT busy to get on to putting the next fire out? [edit: I see a common trend here....CSR's thinking: tell the player that everything will be fixed in X amount of hours.....enough time for them to come back and reach someone else.....besides me. That way I don't have to do any actual ...gasp... work.]

The first rule of ANY customer support command post, when you don't know the answer, is to tell the customer/client/player "I don't know, but I will find out for you." This is something that can be learned immediately.

That simple answer can and will save many a headaches for both players and you. For the life of me I still can't figure out why CSR's (not just yours) keep trying to make up answers when they know that they're going to get called out on it. Do they think that just because they're behind a computer screen (probably thousands of miles away), that they're going to get away with it?

I think the bottom line here is that nobody is being held accountable for their actions in regards to the CSR's.

last edit: The moral of the story is to quit lying to the players. There's nothing wrong with NOT knowing the answer to something. However, there is something wrong with telling us what you think we want to hear, which infuriates us even more when we find out we've been duped.

 

[prindi]

Sorry, but I must interject here. Yes, I do understand that it won't happen at the drop of a hat, so to speak, but how hard is it for someone (CSR's) to learn that it adds fuel to the fire when they tell a player what they want to hear, when in fact they don't know the answer? Are they THAT busy to get on to putting the next fire out? [edit: I see a common trend here....CSR's thinking: tell the player that everything will be fixed in X amount of hours.....enough time for them to come back and reach someone else.....besides me. That way I don't have to do any actual ...gasp... work.]

The first rule of ANY customer support command post, when you don't know the answer, is to tell the customer/client/player "I don't know, but I will find out for you." This is something that can be learned immediately.

That simple answer can and will save many a headaches for both players and you. For the life of me I still can't figure out why CSR's (not just yours) keep trying to make up answers when they know that they're going to get called out on it. Do they think that just because they're behind a computer screen (probably thousands of miles away), that they're going to get away with it?

I think the bottom line here is that nobody is being held accountable for their actions in regards to the CSR's.

last edit: The moral of the story is to quit lying to the players. There's nothing wrong with NOT knowing the answer to something. However, there is something wrong with telling us what you think we want to hear, which infuriates us even more when we find out we've been duped.

Absolutely! You hit it on the head! Now its my turn to interject. This is the way I see it. I get fantastic service at Fortunelounge, Villento, and 3Dice. Wanna know why? Because their support can take ownership of a problem and solve it. They don't have to get someone else to ok it. The support team is able to credit bonuses, or free spins. For example....I had an email from Rich Reels. I have never deposited there but I am know Villento and its the same casino group. They said I had 40 free spins on some slot a couple days ago. I went in there they were not there. I knew that by going to live chat...that those spins would be there in 2 minutes. I was totally wrong! I was put on hold for about 30 seconds and sure enough they came right back on and said we are so sorry, they are in your account now. It did not take 2 minutes, It took 30 seconds. You can send an email from the software inside the casino to Villento. They respond within minutes. There isn't a casino group that responds to emails as fast as they do. You can go to live chat and its solved in a few seconds. If its a bonus , they put it in for you. You have to give your employees that capability so they can take care of the customer. 3Dice is the same way, and the Vip at Fortunelounge is the same...I mention the Vip representatives at Fortunelonge because I am unsure if the regular support has that power to credit you bonuses or promotions instantly. Think of the support of the different casino groups. The casinos that do not give the power of taking care of the customer to the support reps have poor service.

Mario as far as saying its a culture that needs to be broken, I don't agree. Its common sense to treat people with respect and to be ethical. I would think that in South Africa jobs are as hard to get as winning the lottery. There has to be thousands of people that would love to have that job and would be capable of treating the customer the same way that Fortunelounge does who is also from South Africa. The beginning of this thread I shared emails that were communicated about a bonus being credited between Lilani your Vip Representative and myself. Between her spelling, lack of respect towards me, comprehension of my email, complete lack of follow up skills, coupled with the outright lie of my email in her spam folder I stopped depositing at your casinos. ( When I am in the habit of depositing at a casino it takes a mountain to get me to be totally turned off to the point that I will not deposit there. ) How unprofessional can one get? I just think you need to look at the hiring criteria. Ok. I am done venting. I think it makes me sad because I really enjoyed your playing at your casinos as I liked the way the software ran on my computer. They had the feel that I liked. It has been hours now. Where are my free spins Mario?

 

[vinylweatherman]

All Mouth & No Trousers.

With all due respect Mario, you seem to be "all mouth & no trousers".

It has been over a MONTH since I sent you my details so that you could check on the issues raised in this thread. So far, SWEET FA has happened, and now, YOU HAVE SCREWED UP YET AGAIN.

Got this promo this week:-

------------------------------------------------------------------------
Dear Brian, (xxxxxxxxxxxxx)



Celebrate good times with 25% up to 500 in purchases!

Its a special celebration and we want you to be a part of it!

Get 25% up to 500 in purchases credited instantly!

If youve been looking for a reason to celebrate look no further! Share in Grand Mondials special weekend purchase match festivities and make sure you get your share of the celebration giveaways!

OPT-IN AND SECURE A BETTER OFFER

Please contact your VIP Account Manager ([email protected]) to claim your personalized and better offer for March.
You will now be entered into the promotional system for the month of March and your bonus will be credited instantly once you have met the promotional criteria.
------------------------------------------------------------------------

I opted in earlier:-

------------------------------------------------------------------------
Hi Brian,



Thank you for informing me that you would like to take part in the weekend Purchase Match promotion.



Have a wonderful week further!



Warm regards,





Lilani



VIP ACCOUNT MANAGER



Grand Mondial Online Casino

mail: [email protected]







From: Brian xxxxx
Sent: 02 March 2009 09:40 PM
To: Lilani | Playshare
Subject: March opt in



Dear Lilani,



I would like to opt in for all the March weekend promotions.



Brian xxxxxx xxxxxxxxxxxxx

------------------------------------------------------------------------

So, I should be in the state "opted in".

I deposited 500, and NOTHING, not a bean, and that's after a couple of HOURS, and it does say "instant" in the mailer.


It also says I will get a "better offer" if opted in. Well, 0% is hardly better than 25%.

This is an INCREASE in the levels of sheer incompetence, so what exactly has been happening over the last month about this. What is even WORSE is that I CANNOT claim the promotion as though "opted out", because there is NO LINK in the email.

Why is an ACCREDITED casino providing this poor level of service CONSISTENTLY for such an extended period?

Clearly, I have already "contacted the rep" over this, and have gotten nowhere, so I have to bump this thread to show these problems are STILL a MASSIVE issue at Playshare.

 

[Mario]

Hi Vinylweatherman,

I do apologize for the inconvenience and please note that your account been awarded with the missing bonus.

A full investigation will be made as to confirm why the bonus credit was not credit instantly.

Opt-in via VIP Host and the weekend purchase match offers are credited instantly for the opted-in month.

Just a quick one, as I do wish to go in more detail, our support staff is equipped and able to credit due bonuses and or free spins.

We are also gearing our supervisors up on handling comp request which will result in a much quicker turnaround time on all comp requests.

Vinyl, can I confirm did you contact support at all before posting?

More to follow shortly, I did not receive the instant notifications for the previous posters and I do wish to respond to Winbig and Prindi.

Best regards
Mario

 

[vinylweatherman]

Hi Vinylweatherman,

I do apologize for the inconvenience and please note that your account been awarded with the missing bonus.

A full investigation will be made as to confirm why the bonus credit was not credit instantly.

Opt-in via VIP Host and the weekend purchase match offers are credited instantly for the opted-in month.

Just a quick one, as I do wish to go in more detail, our support staff is equipped and able to credit due bonuses and or free spins.

We are also gearing our supervisors up on handling comp request which will result in a much quicker turnaround time on all comp requests.

Vinyl, can I confirm did you contact support at all before posting?

More to follow shortly, I did not receive the instant notifications for the previous posters and I do wish to respond to Winbig and Prindi.

Best regards
Mario

I contacted Lilani, and sent you a PM. Remember, the "blurb" for the VIP host system specifies that VIP players do NOT have to deal with "normal" CS, but can email the VIP rep. I know that these VIP rep email accounts are monitored by a stand-in from previous experience.

Posting here is relevant, since it shows this issue of "incompetence" is still very much a current one. The fact that "feedback" was never forthcoming from the previous issues raised further dented my confidence that you were on top of these issues.

One problem highlighted by Trezz was that CS could do nothing, they had to refer back to the CEO before actioning anything like this. Since my account has been credited straight away by your intervention, is this one issue that has been fixed (the CEO allowing some degree of decision making at the CS or supervisor level)?

 

[Mario]

Hi Vinyl,
Please note that yes, we are listening and one of the most important lessons that weve learnt is the fact that you cant just have one dedicated person overseeing such a big player base but need a full dedicated 24/7 support team and services.
Our support and supervisors are being equipped and given the go ahead for granting compensatory bonuses as well as any overdue promotional credits.
As of which, if youve contacted the support, your expectations would have been met with a gracious and supportive service as the bonus would have been credited without any questions other than, account number please.
Yes I cant deny that our promotional offerings and / or implementations of these offers needs attention, as clearly this is what let us down in your particular situation.
We as a business understand that we need to listen to you, our clients, and that is what we are doing.
We are in the process of relooking all the offers and its complexity ensuring an effortless and seamless process for rewarding your loyalty. At the same time we are reviewing our VIP classification to ensure that it is aligned with player spend.

We are also extending the VIP services by ensuring that there are dedicated VIP teams in the CSC for a full 24/7 service offering. As well improving the exclusive and personalized VIP service we already offer our TOP VIPs.

Were also putting our support services department through comprehensive refresher training sessions to ensure an even higher quality service is delivered. More strenuous quality assurance and training programs are being introduced while focusing on upskilling not only our support staff but our VIP Hosts as well.

A respectful culture is being cultivated ensuring that we deliver what we preach and yes maybe it is not happening as fast as what you would expect but Rome was not built in a day.

I cant agree more with Winbig in that...

The first rule of ANY customer support command post, when you don't know the answer, is to tell the customer/client/player "I don't know, but I will find out for you."

This is exactly the type of culture that we are trying to encourage in our support services and this has less to do with, as Prindi put it, having a South African culture and more to do with wanting to offer the highest Customer Service possible.

But Prindi does speak the truth in that a player should be treated with respect at all times. We will not tolerate any deviations of these traites as this would only be detrimental to the player expectation and experience, both of which are our top priorities.

Only time will tell if we will succeed or not but we will die trying.

Keep on posting as this is how we will gauge if we are succeeding or not.

Best regards
Mario

 

[vinylweatherman]

Hi Vinyl,
Please note that yes, we are listening and one of the most important lessons that weve learnt is the fact that you cant just have one dedicated person overseeing such a big player base but need a full dedicated 24/7 support team and services.
Our support and supervisors are being equipped and given the go ahead for granting compensatory bonuses as well as any overdue promotional credits.
As of which, if youve contacted the support, your expectations would have been met with a gracious and supportive service as the bonus would have been credited without any questions other than, account number please.
Yes I cant deny that our promotional offerings and / or implementations of these offers needs attention, as clearly this is what let us down in your particular situation.
We as a business understand that we need to listen to you, our clients, and that is what we are doing.
We are in the process of relooking all the offers and its complexity ensuring an effortless and seamless process for rewarding your loyalty. At the same time we are reviewing our VIP classification to ensure that it is aligned with player spend.

We are also extending the VIP services by ensuring that there are dedicated VIP teams in the CSC for a full 24/7 service offering. As well improving the exclusive and personalized VIP service we already offer our TOP VIPs.

Were also putting our support services department through comprehensive refresher training sessions to ensure an even higher quality service is delivered. More strenuous quality assurance and training programs are being introduced while focusing on upskilling not only our support staff but our VIP Hosts as well.

A respectful culture is being cultivated ensuring that we deliver what we preach and yes maybe it is not happening as fast as what you would expect but Rome was not built in a day.

I cant agree more with Winbig in that...


This is exactly the type of culture that we are trying to encourage in our support services and this has less to do with, as Prindi put it, having a South African culture and more to do with wanting to offer the highest Customer Service possible.

But Prindi does speak the truth in that a player should be treated with respect at all times. We will not tolerate any deviations of these traites as this would only be detrimental to the player expectation and experience, both of which are our top priorities.

Only time will tell if we will succeed or not but we will die trying.

Keep on posting as this is how we will gauge if we are succeeding or not.

Best regards
Mario

I received both a response and credit of the errant promotional bonus from Lilani. This was done instantly, no referral till "normal office hours" needed.

The various schemes are indeed confusing. I am supposedly at Diamond level, and now see in the lobby a COMPLETELY UNEXPLAINED "saver" promotion, with "interest rates" expressed as a percentage, but percentage of what I haven't a clue. It explains the various levels, and their interest rates, but these match neither the loyalty scheme (I am diamond, so presumably based on jewelstones), nor the comp point levels, which are on DIFFERENT jewelstones (I seem to be Onyx there).

At weekends, I often get 25% on the first 500 of purchases. This is the same whether or not I have "opted in" for that month, however, in the text of the 25% on 500 offer, it says I will get "a better offer" if I opt in for the month.

During the week, there is an offer of between 5% and 15% on purchases between 6000 and 10,000. Despite a message to the contrary, the offer bears no relation to how much I deposited the PREVIOUS weekly period. This month, I have NOT deposited Mon to Thurs, yet the offer has varied - since I had not deposited, it should NOT vary above the base level, or indeed be offered at all.

Lilani explained that a "technical glitch" had prevented the automatic credit this weekend, so I will test this NEXT weekend, where it is unlikely an isolated glitch will recurr (statistically speaking). If it does, then you have an underlying problem to investigate. Having CS able to instantly credit bonuses where the system has failed is an important improvement that a few casinos have yet to make, instead refering the player to the "promotions team" that is invariably "office hours" only.

As an aside, Mario should be applauded for not simply "buggering off" when the going got tough, and there are a few casino reps who should show similar fortitude (I may be thinking of one in particular ).

 

[Mario]

I received both a response and credit of the errant promotional bonus from Lilani. This was done instantly, no referral till "normal office hours" needed.

The various schemes are indeed confusing. I am supposedly at Diamond level, and now see in the lobby a COMPLETELY UNEXPLAINED "saver" promotion, with "interest rates" expressed as a percentage, but percentage of what I haven't a clue. It explains the various levels, and their interest rates, but these match neither the loyalty scheme (I am diamond, so presumably based on jewelstones), nor the comp point levels, which are on DIFFERENT jewelstones (I seem to be Onyx there).

At weekends, I often get 25% on the first 500 of purchases. This is the same whether or not I have "opted in" for that month, however, in the text of the 25% on 500 offer, it says I will get "a better offer" if I opt in for the month.

During the week, there is an offer of between 5% and 15% on purchases between 6000 and 10,000. Despite a message to the contrary, the offer bears no relation to how much I deposited the PREVIOUS weekly period. This month, I have NOT deposited Mon to Thurs, yet the offer has varied - since I had not deposited, it should NOT vary above the base level, or indeed be offered at all.

Lilani explained that a "technical glitch" had prevented the automatic credit this weekend, so I will test this NEXT weekend, where it is unlikely an isolated glitch will recurr (statistically speaking). If it does, then you have an underlying problem to investigate. Having CS able to instantly credit bonuses where the system has failed is an important improvement that a few casinos have yet to make, instead refering the player to the "promotions team" that is invariably "office hours" only.

As an aside, Mario should be applauded for not simply "buggering off" when the going got tough, and there are a few casino reps who should show similar fortitude (I may be thinking of one in particular ).

Hi Vinyl,
Thank you for the feedback.
Please note that your comments been noted and taken in for consideration.
In regards to the issues that you occurred last weekend, Im glad to see that it has not come up this weekend and that your account was credited without a hitch.
Dont hesitate to contact me should you run into any trouble.
Best regards
Mario

 

[vinylweatherman]

Hi Vinyl,
Thank you for the feedback.
Please note that your comments been noted and taken in for consideration.
In regards to the issues that you occurred last weekend, Im glad to see that it has not come up this weekend and that your account was credited without a hitch.Dont hesitate to contact me should you run into any trouble.
Best regards
Mario

Confirmed, service as advertised.

I will be testing the April "opt-in" system next week, since NEXT weekend will be the first one of April.

 

[vinylweatherman]

Testing - Could do better.

Well, an unscheduled test of Playshare since I won that 11K!!!!!

Withdrew 11pm my time on 30th March. Been waiting ever since, but today I got a request for documents, well FOUR IDENTICAL requests actually, all with different ticket numbers WTF

I replied to the FIRST one, and ditched the rest. I enclosed the documents requested - picture ID and utility bill, standard stuff I have ready prepared.

Some points.

WHY WAIT TILL THE BLOODY EVENING to request documents, as even though I have responded straight away, I'll bet accounting have all gone home now. Come to that, why wait till THURSDAY evening, why not fire the request out TUESDAY, the day after the withdrawal, so that whilst accouting were dealing with it, I could have sent the documents, so that TODAY they would have been able to make payment, rather than just ask for documents.

Accounting will get them tomorrow, which is Friday, so ANOTHER 3 days possibly wasted due to the weekend (unless they can turn it around in one day), so it looks like Monday at the earliest before they can verify the documents, and send the payment out.

The reply email is on a generic domain "casinoemailsupport" another WTF (considering this is to receive DOCUMENTS) - how can I REALLY be 100% sure this belongs to Playshare, since this is the kind of generic bullcrap domain name that spammers churn out every day. Had I not made a withdrawal, I would have probably considered this a bit "dodgy" because of the reply domain. Surely something like "playshareemailsupport" would have given more confidence.

As for the other tests, NO weekly email from Lilani confirming my status (Diamond every time so far), which is back to something Trezz mentioned "promotions not being sent to players".

This test of service continues. When & how is payment made, and what happens this weekend.

 

[prindi]

Question?

Vinyl, just curious if you don't mind, what was the outcome of this? Thanks for your time in advance!

 

[Mario]

Vinyl, just curious if you don't mind, what was the outcome of this? Thanks for your time in advance!

Hi Prindi,

I'm sure Vinyl and the other forums users would not mind if I jump in and respond.

Yes, there have been vast improvements but we still have a long way to go.

Credit must be given to Vinyl and all the other posters for your continuous and constructive criticism.

Without it we would not have been able to move into the right direction.
In cooperation with Vinyl and his support we've been able to identified areas of improvement.

With this said we've been plagued with critical and unforeseen errors and technical glitches, to be honest some have been to our detriment.

We're working through all these issues as we believe in offering a world class service.

I do urge that everyone who comes across a concern and or issue do notify us immediately; we love to hear from you good or bad.

Best regards
Mario

 

[vinylweatherman]

Hi Prindi,

I'm sure Vinyl and the other forums users would not mind if I jump in and respond.

Yes, there have been vast improvements but we still have a long way to go.

Credit must be given to Vinyl and all the other posters for your continuous and constructive criticism.

Without it we would not have been able to move into the right direction.
In cooperation with Vinyl and his support we've been able to identified areas of improvement.

With this said we've been plagued with critical and unforeseen errors and technical glitches, to be honest some have been to our detriment.

We're working through all these issues as we believe in offering a world class service.

I do urge that everyone who comes across a concern and or issue do notify us immediately; we love to hear from you good or bad.

Best regards
Mario

Regarding the 11K test, I received payment that Monday afternoon. Not exactly "first thing", but still Monday.

It seems this was at the beginning of a prolonged issue with Playshare's ISP, and withdrawals pretty much ground to a halt, and crediting of bonuses was difficult. Things were made worse because it seems only back-end functions were suffering, and as far as players were concerned, there seemed to be nothing wrong with the lobby software and connectivity.

Further issues have dogged me throughout April, and these are probably what Mario is referring to.

We will have to see if May and June show better levels of service.

It is not just an issue with CS, but an issue with the automated side of promotional offerings not working as intended, which of course gives CS even more things to deal with, and more opportunities to get it wrong.

 

[Mario]

Regarding the 11K test, I received payment that Monday afternoon. Not exactly "first thing", but still Monday.

It seems this was at the beginning of a prolonged issue with Playshare's ISP, and withdrawals pretty much ground to a halt, and crediting of bonuses was difficult. Things were made worse because it seems only back-end functions were suffering, and as far as players were concerned, there seemed to be nothing wrong with the lobby software and connectivity.

Further issues have dogged me throughout April, and these are probably what Mario is referring to.

We will have to see if May and June show better levels of service.

It is not just an issue with CS, but an issue with the automated side of promotional offerings not working as intended, which of course gives CS even more things to deal with, and more opportunities to get it wrong.

Hi Vinyl,

How has things been going thus far.

Thanks
Mario

 

[Mario]

Hi guys,

Glad to see that not always looms and glooms even though the hard times some gems do come out.

https://www.casinomeister.com/forums/threads/about-time.31007/

Best regards
Mario

 

[winbig]

Hi guys,

Glad to see that not always looms and glooms even though the hard times some gems do come out.

https://www.casinomeister.com/forums/threads/about-time.31007/

Best regards
Mario

Gems??

All I see there are unresolved(?) complaints, other than the praise given by the OP..

Hopefully these people can come forward and let us know how their WD's finally went...

 

[DiamondGeezer]

I put in for a Withdrawal on Sunday and was paid this morning (Weds). I have found the serrvice to be very good here and look forward to playing again soon .

 

[vinylweatherman]

Hi Vinyl,

How has things been going thus far.

Thanks
Mario

2 "hits" and 1 "miss" the last 3 weeks. (hit = works as advertised).

Have another one this weekend. advertised as instant.

It is other casinos that are now demonstrating a disappointing degree of incompetence. Just make sure you decline when it's your turn again


OK Just tried THIS weekend's offer, and .....

it's.....

a.....

MISS


Over to plan B - (claim the old fashioned way, then CS).

 

[vinylweatherman]

Oh for %^$" sake Playshare!

A %^$"*& MISS AGAIN



The usual crap. Get weekend offer, not credited.

Plan B (use lobby claim)

NOT THIS TIME!!!!!!!


NOTHING HAS CHANGED



I am seriously considering "throwing in the towel" with Playshare

They have had chance after chance, but I see NO REAL PROGRESS.

Remember, I had the same problems with BelleRock over many months.

I DID "throw in the towel" with them early last year over CONSTANT problems with their claim form, auction game, and the sheer length of time it took to get nearly each and every problem resolved.


Well Mario, you DID ask me to keep this thread updated. I expect though, that you were hoping I would have had something more positive to say after my account was supposedly being "spotlighted" to check for issues.

God knows how bad things are for OTHER players, those who are NOT benefiting from such monitoring.

 

[Jasminebed]

Well, being a member here, I see problems with casinos that take a lot of time to get things right eventually.

Seems like Mario is doing his best, but one manager does not a casino make.

I've had some problems with casinos that were not discussed here...never one that was not resolved satifactorily, but how many times to do I want to spend four hours over a week's span dealing with a bonus worth $20 or less?

I'll stand in line at the grocery store while you go check 11cents on my new potatos.

I would like to think that is sheer "imcompitances" that lead to such errors, but sometimes I think it is a deliberate ploy that players with small sums in dispute to just give up and go away.

My suspicious nature perhaps...but when the grocery flyer started on Thursday and it is now Sunday, there were many customers through with new potatoes that your scanners did not charge correctly. I doubt my potatoes (albeit a small bag, I am just one person) was the first time your automated system made an error.

And it's over a year ago, but I still resent the grocery clerk who apologized for another customer taking the time to have his brussels sprouts charged correctly...she though he was being petty for less than a dollar. I was tempted to send my friend back to pick up some brussels sprouts, just to make her page the produce manager and have the cashier manager override the error.

All casinos make mistakes. But the ability to rectify these mistakes in a timely manner is very important.

BTW, the casino not be be named (not one of CM's) was my first 1K win and processed without ID requests and delivered (for a fee) by courier, so I gave them more than one chance.

I play to relax and escape some of the day to day pressures...I don't need a whole big hassle every time.

 

[AussieDave]

I play to relax and escape some of the day to day pressures...I don't need a whole big hassle every time.

This is true for any online casino service.

Mario

I see you've got Australian toll free numbers, good to see.

However you may want to make sure that who every answers the phone can speak English clearly and also comprehend it too.

Last weekend I had to call about a bonus and it took five (5) repeats for him to get my account # and a further seven (7) repeats to understand the concept of my enquiry.

Eventually it was sorted...less a few hairs on my head!

Cheers
T

 

[chuchu59]

Trezz,

With all the hassle you went thru, the hairs that you lost may already have turned grey. Dont worry too much about it.