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CS Refusing to assist due to privacy rules

Discussion in 'Casino Complaints - Non-Bonus Issues' started by bruinsdude, Feb 6, 2015.

    Feb 6, 2015
  1. bruinsdude

    bruinsdude Senior Member MM

    Ok here is the scenario:

    I have been referring all of my friends to a certain "Top" casino on here. One of my friends, an older lady, is not very computer savvy, and speaks primarily french. As such, she has me help her anytime there are any technical issues or account issues. I have no problem with this.

    Having done this on 5 or 6 occasions for her, I know the rules surrounding privacy. I must be present in her house, and she must go on live chat or the telephone to be verified first, and give permission to discuss the account with me.

    Today, I took the time to travel to her house, as she is having issues as a new player at a casino. We contacted Live Chat, and as I already know Joonas, I identified myself and explained the situation.
    Not only did the CS rep refuse to speak to me, they refused to help at all, as they insist their job would be on the line if they did.
    They would not even speak to the customer at that point. I tried everything in my power to make them see logic and reason, yet at the end of the day they appologized and ended the chat without addressing a single concern of the cusotmers......and provided no options for a resolution.

    I am so angered by all of this. I dont care how many awards a casino wins, some actions are inexcusable. I have refered so many people to these guys, and the thanks I get is a brick wall from customer service.

    Am i over-reacting? Now what is the customer supposed to do?
  2. Feb 6, 2015
  3. Tirilej

    Tirilej Still a Lady CAG MM

    If I was her I would only play where there was support that could help me in my own language.
    You can't be there all the time.

    Was she new in this casino or have you helped her there before?
    I understand support perfectly. There could be anyone taking advantage of someone older or someone who didn't understand what was happening.

    Yes I think you're overreacting. Put yourself in their position.
    4 people like this.
  4. Feb 6, 2015
  5. bruinsdude

    bruinsdude Senior Member MM

    I get privacy concerns 100%....but 1) I identified myself, and the casino knows me well, thousands deposited. 2) they are refusing to let me put her on the line to assist HER! I asked, what is she supposed to do? No reply, just...sorry I cannot help you guys any further

    basically kicked her to the curb

  6. Feb 6, 2015
  7. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Self- Employeed
    Only quickly read the thread but would assisting her to compose an email from her registered e-mail address be any use?

    Or drop Ben a PM asking if he can suggest how to get around this small issue :)
    1 person likes this.
  8. Feb 6, 2015
  9. coxwel

    coxwel Senior Member PABnononaccred MM

    Not sure what the issue was about, but if it is just a simple question why do you even tell that it´s you? It´s always best to be honest but in this situation also clear that the staff has to stick to their rules and won´t discuss player issues with anybody who states is not the player. So to make it easy you shouldn´t tell them and just ask your question (if the only reason is that youre better in english), if the account owner sits beside you and gives permission i dont see a problem. As long as theres no fraud or tricks involved i dont consider it necessary to tell cs that youre not the account holder, this has! to leed to problems, imo.
    1 person likes this.
  10. Feb 7, 2015
  11. chayton

    chayton aka LooHoo CAG PABnonaccred webmeister

    Freelance Designer
    Edmonton Canada
    I can understand why you'd be upset, but imagine how much more upsetting it would be if someone who wasn't you was able to gain details of her account just by asking. You can't expect customer service to break the rules, it's beyond the scope of what they're allowed to do and chances are that it could cost their job.

    I'd think you'd have to deal with the casino management and see if there's a way to sort it out. If they say it's ok for you to be her helper/interpreter, maybe then they could add a note to her account so that from now on customer service will be allowed to speak to you on her behalf as long as you're there with her?
  12. Feb 7, 2015
  13. Gaz237

    Gaz237 Senior Member MM

    chelmsford UK
    A major over reaction on your part.

    You only needed to type for your friend if their English was not up to scratch.

    Going in and announcing yourself like Billy big balls, because you have recommended players and spend thousands, means nothing.

    CS were correct to not converse with you. To say what they did was inexcusable, beggars belief.

    Maybe climb down from that pedestal you seem to believe your on:thumbsup:

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