ATTN: Casino Rep Energy Casino Support

Slottery

Senior Member
PABnoaccred
MM
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Aug 21, 2017
Location
Malta
Would be easier to say if would see your original question. If you didn't anyhow refer to bonuses it looks weird but it's always guessing when seeing just part of the conversation.
 

argentus

Repeated violations of rule 1.18 - being a PITA
Joined
Dec 28, 2016
Location
Austria
The original question was exactly the same: Pls sum up my deposits of the last 7 days from yesterday on. Couldn't post it because of personal details.
 

The Viking

Paleo Meister (means really, really old)
CAG
MM
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Location
Faroe Islands
The original question was exactly the same: Pls sum up my deposits of the last 7 days from yesterday on. Couldn't post it because of personal details.
But why dont you check it your self ?
Go into my account and tjen payment history you see all your deposits :)
 

incrediblestuff

SearchingForTheHolyGrail!
webmeister
CAG
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Location
Mostly the Netherlands
Definitely smells like a bot..and you know the saying, if it walks and talks like one, it probably is :)
There are already various chatbots in use on various sites, not only Casinos ofc. - most of those sites do make it clear you are talking to a bot, and give you the option to talk to a human operator.

One Casino i know of is Leovegas, and in there you are greeted by Leobot, so that's pretty obvious. Well possible that this is just a badly programmed bot, that is only capable of regurgitating w/e it's 'programmed' to, in reply to certain keywords..then again it may also have been a very bad chat rep...they do still exist and i have seen worse than this example :D

But yeah, your example above.. not a great customer experience i.m.o., that's for sure
 
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Slottery

Senior Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
The original question was exactly the same: Pls sum up my deposits of the last 7 days from yesterday on. Couldn't post it because of personal details.
Then it really sounds weird if you didn't mention bonus anywhere at all. Full conversation (or even very beginning of it) just could give some understanding of why it could end up to be a bonus conversation if you only asked your deposits from last 7 days without mentioning word bonus.
 

argentus

Repeated violations of rule 1.18 - being a PITA
Joined
Dec 28, 2016
Location
Austria
But why dont you check it your self ?
Go into my account and tjen payment history you see all your deposits :)
Possible. But i wanted to ask support. But thats not what the thread is about. I think when i loose some thousands within i week i can expect some better service.
 

bamberfishcake

Experienced Member
MM
Joined
Jan 8, 2019
Location
Essex
Also watch the timestamps. This crazy chat was 12 minutes.
I cannot stand Live Chat.

Most are badly trained, badly supervised and disrespectful in my experience though i dont remember Energy in particular.

I might be reading it wrong but are the time stamps not showing you as slow replying?
 

AgentEnergy

Affiliate Manager for Accredited Casinos
Joined
Mar 15, 2018
Location
Malta
Hi Argentus,


I would like to address this post since it seems like we are treated a bit unfair, especially due to the fact that this is taken out of context. I admit that the Customer Support agent could have done exactly what you asked for - which was summing up the amount of your deposits (and since I can't mention what is the amount I can only say that "thousands" is a bit of an over-exaggeration) during last week. We try to be proactive and to provide an answer to the "next question" - maybe sometimes straying too far from the goal.

Your original message was:

>Hi. Yesterday I asked for a Bonus for the last 7days. I got 20 Euros. Can you pls sum up my last 7 days deposits from yesterday on
> I assume the bonus was not even 5%.



afterwards, the Customer Support agent assumed that your message isn't a request for calculating the deposits per se, but a complaint on the amount of the bonus you have received. The 5% you have mentioned referred to a loyalty program you were no longer part of which might have caused some additional confusion there.

We try our best to ensure that our CS Agents are always doing their best to accurately provide help with your queries but sometimes things get lost in translation - especially when someone is a user with multiple contacts and people unwillingly tend to assume that you will have some expectations as per previous messages and chats.

I am sorry that you did not receive the answer you requested and that the time exceeded what you expected it would take to do the task. We will do our best to prevent situations like this from happening and the first step which was consulting your public complaint with the Team Leaders of the CS departments has already been done since I requested to see all your communications with us during the past few days.

Kindest Regards,
EnergyCasino
 
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argentus

Repeated violations of rule 1.18 - being a PITA
Joined
Dec 28, 2016
Location
Austria
Oho. Mr. Energy.
I didnt ask for a Bonus. If i am satisfied with the 20$ - obviously nots not to discuss on this point.

I deposited 1.990 Eur. No withdrawl. So its 2 thousand.

Thousands refer to the right i use support. In total my deposits are nearly 6 figures to energy. So, chill my friend.

And the 5% were just any number to express how ridiculous your cashbacks are - it was 1% actually. My cashbackdeal you suddenly stopped to pay and dont answer anymore by mail was 12% by the way.
 

argentus

Repeated violations of rule 1.18 - being a PITA
Joined
Dec 28, 2016
Location
Austria
I talked about a Bonus from yesterday. But i did clearly ask what i want to know! Don't troll pls - energy won't reward you with freespins for that. I think the dialogue is clear and abolutely bot-like. Everybody can see that.
 

Halvor

Experienced Member
Joined
Apr 3, 2018
Location
Malta
I talked about a Bonus from yesterday. But i did clearly ask what i want to know! Don't troll pls - energy won't reward you with freespins for that. I think the dialogue is clear and abolutely bot-like. Everybody can see that.
He's not trolling, not 100% support you is not the equivalent to trolling or being on the casinos side.

So why exactly did you mention your bonus if that had nothing to do with your question? Obviously you wanted to receive a bigger bonus.

Also, the chat took 12 minutes because you went quiet for 8 of them.
 

argentus

Repeated violations of rule 1.18 - being a PITA
Joined
Dec 28, 2016
Location
Austria
So why exactly did you mention your bonus if that had nothing to do with your question? Obviously you wanted to receive a bigger bonus.

Also, the chat took 12 minutes because you went quiet for 8 of them.
1) because i felt fooled with these 20 and i wanted to calculate what percentage they gave me.

2) you are right. my mistake. This time they really answered quick. Maybe thats the reason for the poor quality of the answers.
 

Luckyscouser45

Head honcho
MM
Joined
Aug 13, 2018
Location
No mans land
I cannot stand Live Chat.

Most are badly trained, badly supervised and disrespectful in my experience though i dont remember Energy in particular.

I might be reading it wrong but are the time stamps not showing you as slow replying?
not all live chat I find all British live chat especially a lady called jadie to go above and beyond :)
 

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