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CS Agents

Discussion in 'Online Casinos' started by barbara12, Apr 14, 2016.

    Apr 14, 2016
  1. barbara12

    barbara12 Senior Member

    Occupation:
    Retired
    Location:
    Canada
    To me it is very important to have very competent and knowledgeable reps. I do not care how friendly they are. I do not want to contact the rep for small issues but have had to unfortunately. Here is my list of the best and the worse:

    Best:
    Leo Vegas -- no wait times, no bad information, follow ups done. I think they are amazing
    Betat/Slotty-- well they have Daniel. Not sure if he is still there but he was the best there ever was.
    Next/CasinoLuck -- really, really good knowledgeable staff.
    GUTS -- meh .... depends on who you get
    Makes the reps jobs so much easier when they have good CS agents

    Worse:
    Videoslots -- I know Colinsunderland will agree with me. I have gotten so much incorrect information. I have had good support from maybe 1 or 2. They have absolutely no powers to go ahead and credit you with any free spins, etc. It would certainly make Dan/Philip's job easier if they had a bit of leaway
    Wild Jackpots/GoWild -- Crazy friendly but not really helpful. Had an issue (should have contacted Gia -- have closed my account subsequently). No flexibility at all.

    I could go on and on but to me the top 3 are listed and I think most members would agree.

    Edit: As Jonmincher just pointed out -- Rizk casino have wonderful CS agents and again there is no waiting time at all
     
    5 people like this.
  2. Apr 14, 2016
  3. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    Thanks for the mention Barb and yes I will always sing casinos 'praises' when warranted, whether I've won or lost there.

    Mostly in agreement with the other points you raise (if I had dealing over the years) apart from one near the top.

    Won't name and shame but if they tell me one more time to clear my blumin cache and munch some cookies, aarrghh lol :eek:

    I do always try and show patience, am always respectful and polite as I know these CS guys n gals have to deal with some proper abuse and bad losers etc.

    Only time I get slightly wound up is when I feel I am been fobbed off or treated as a novice, which fortunately is pretty rare and tends to come from the casinos I hardly grace with my presence/cash.
     
    2 people like this.
  4. Apr 14, 2016
  5. colinsunderland

    colinsunderland Experienced Member MM webmeister

    Occupation:
    affiliate
    Location:
    uk
    Rizk - Excellent
    Mr Green - If you get through to them they are excellent
    Skyvegas - always a wait but never had a problem with them


    Coral - Useless, really, completely useless, you might as well give up rather than contact them, and thats on it being my main place for around 5 years till I closed my account a year ago because of customer service issues
    Videoslots - Staff lie, make things up and generally don't seem to have a clue what they are doing. They do seem polite enough but that doesn't counter balance the rest.
     
    2 people like this.
  6. Apr 14, 2016
  7. interlog

    interlog Senior Member MM webmeister

    Occupation:
    Manager
    Location:
    London
    Reference the bolded point - not true in my experience. I have been credited free spins on a few occasions when things didn't go quite as they were supposed to do.

    I have been told untruths by both Guts and Rizk CS support agents so it is swings and roundabouts.

    They do a difficult job, as Jon explained, and probably hear all sorts all day long.
     
    2 people like this.
  8. Apr 15, 2016
  9. barbara12

    barbara12 Senior Member

    Occupation:
    Retired
    Location:
    Canada
    Well Interlog I guess it supports what Colinsunderland says about the agents at Videoslots -- they are liars then. I have been told that they wish they could but couldn't. This is after having a few really bad sessions. I am talking quite a few months ago but have never asked since.
     
  10. Apr 15, 2016
  11. petro

    petro Dormant account, per user request PABnoaccred2 PABaccred

    Occupation:
    N/A
    Location:
    Narnia
    If my memory serves, the customer support at Video Slots didn't even know what the terms 'video poker' and 'roulette' meant.
    But it's not something off the spectrum as I've encountered it before.

    Casinos need to start training their staff in basic casino terminology.
     
  12. Apr 15, 2016
  13. lockinlove

    lockinlove Staring into the sun PABaccred

    Occupation:
    I work :D
    Location:
    Canada
    good

    slotsmillion
    trada

    bad

    go wild
    videoslots
     
  14. Apr 15, 2016
  15. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    in 18 years of online gaming i had my fair share of CS interaction, main reasons in chronological order as how often they happened:

    - asking for comps
    - asking for a flush (not anymore)
    - bonus / FS not added
    - technical problem
    - other

    My experience shows that the quality of the CS agents is mixed at any casino, no matter if it is VS, 32RED, Guts, Bet-At/Slotty, Thrills, Next/CL, Betspin you name it. Had a wrong / untrue / no answer at all from every casino support at some point in time. With CS agents it is like in any other company:

    - some are more knowledgeable
    - some are trying harder
    - some are more generous
    - some a combination of above
    - some just do the standard job
    - and some are worse than the above
    - .... list not complete (add as you see fit)

    Now lets look at the customers/players who contact CS:

    - many are unfriendly or just plain rude
    - many are trying to cheat CS into getting some extras
    - many have no patience
    - many can't enter their banking or other details correctly
    - many don't have a clue how to even clear a cache, let alone anything else what they get recommended as a solution
    - ...list not complete (add as you see fit)

    And lastly at the matters they are dealing with:

    - today's multi-platform multi-lingual casino software, containing endless payment systems, different gambling regulations, various promo campaigns etc. etc. has become a BEAST, hardly anybody can fully understand and comprehend, let alone handle correctly 100% of the time.
    - you would need computer/software whizz kids/geniuses in CS and even those wouldn't be able to answer all questions
    - dealing with angry/disappointed/cheating players/punters is one of the worst areas of Customer Support in general (e.g. compared to insurance, telecoms etc.), e.g. a player doesn't hesitate a second to gamble 100's of $ away but is going bonkers if 10FS worth 1$ are not credited.

    Conclusion: NOTHING IS PERFECT. :D
     
    7 people like this.
  16. Apr 15, 2016
  17. interlog

    interlog Senior Member MM webmeister

    Occupation:
    Manager
    Location:
    London
    Putting it that way, yes I can see where you / Colinsunderland are coming from and I agree, that it is not a good way of treating customers. I hope I haven't dropped anybody in it by commenting that I have had free spins of the customer services team (via email contact) :eek2:

    Mind you - I have never asked for the free spins. They were given without me asking as "compensation".
     
  18. Apr 15, 2016
  19. geordiecolin

    geordiecolin Senior Member CAG PABnononaccred mm4

    Occupation:
    Manager
    Location:
    West Sussex
    The only time I get vexed with CS are when I am pretty obviously communicating with someone who is simply toeing the casino's line when they know that they are peddling something dubious,unethical or even corrupt. These folk are doing an un- thankful job with very little reward
     
    1 person likes this.
  20. Apr 15, 2016
  21. colinsunderland

    colinsunderland Experienced Member MM webmeister

    Occupation:
    affiliate
    Location:
    uk
    Agree with that completely.
    I almost never get funny or shouty with a CS agent in any business, be it casino's or my utility suppliers.

    However if they don't listen to what I'm saying, lie or insist on following a script that has nothing to do with your problem, then I tend to go over their heads.
     
    1 person likes this.
  22. Apr 15, 2016
  23. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    An example of Great CS

    'Oh Hi Jon, hope you don't mind me contacting you today, I can see from your account that you've had an awful RTP for your last 2-3 deposit so I've added £50 to your account, only 5x WR, Have a nice day now!'

    Poor CS,

    CS: Hi, Have you cleared you cache and tried a different browser, by the way although your £1,000's down this year I can only offer 5FS on Starburst and that's pushing it'

    Me: Erm Hi, I have not got any problems, nor was I after a 'free', I just wanted to check my ID docs arrived ok please?'

    CS: Thank you for using our live help facility, goodbye!

    :rolleyes::p:rolleyes::p
     
    3 people like this.
  24. Apr 22, 2016
  25. CM_BETAT

    CM_BETAT I-Gaming Industry Representative

    Occupation:
    Head of Casino
    Location:
    Malta
    barbara,

    Daniel is still here and has received a recent promotion :thumbsup:

    I passed on the good word and he started blushing - he's such a cutey lol. You can always ask for him directly should you require anything and he will gladly assist if he is in office.

    Thanks for the kind words..

    Karl
     
    2 people like this.
  26. Apr 22, 2016
  27. dionysus

    dionysus can turn wine into water CAG MM

    Occupation:
    n/a
    Location:
    I'm a Canucklehead
    Dont want to call out any for good or poor here, but to all, it can be a hard job, so cheers for those that put the participation in here :thumbsup:
     
    1 person likes this.

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