ATTN: Casino Rep Energy Casino Support

Halvor

Experienced Member
Joined
Apr 3, 2018
Location
Malta
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.
I'm not going to pretend it's a good chat from their support, it's clearly not.

But I do understand why the agent went straight for the bonus reply, because it would have been your follow up. That still does not make it correctly handled though ;)
 

AgentEnergy

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

Dear Argentus,

are you referring to your deposits within the week you requested our CS Agent to check or your total amount of deposits? In any case, I am not able to provide those numbers publicly apart from saying that the week between 30th of May and 6th of June (which the chat referred to) did not amount to the sum you are mentioning here and that is clearly not true, as you refer to the sum from the period of 14 days. I am not sure what your intention is in this conversation and as a Casino Rep, I maybe should have better judgment and not get into arguments over cases that should have been resolved in a Customer Support chat or through a ticket.

You also had a second chat with the exact same question (although it was in regards to 14 days instead of a week) where you received the answer immediately which is where you have the number 1910 EUR. I understand that in an ideal world you wouldn't need to contact CS two times but it looks as if you've posted this thread about a chat from Saturday after successfully receiving an answer on Sunday.

I understand that you are unhappy with the service we provided and you have a right to be as we are all humans that try to interact with each other and sometimes it doesn't work out, I see that you would like to display this particular case in a way that makes our Agents look untrained or, what's worse, willfully trying to avoid answering a question which I believe was not the case. I think I have tried my best to explain the situation and already took action with the Team Leaders to ask them to be more considerate.

The percentages and cashback programs which are usually personalised offers for players with significant playtime and spend are things that I wouldn't want to discuss here since they are 1. personalised 2. would involve disclosing our approach and possibly talking about your playtime which would be very unprofessional. As our agents have explained to you and as our Loyalty dept has informed you - you were no longer part of the cashback program since April.

As I mentioned previously - yes there is definitely a place for improvement there but I think that the redacted version unnecessarily shows the chat out of context. I am attaching both the first and the second chat in full below (with the obvious personal data covered). We at EnergyCasino believe in transparency and I hope this answer will allow forum users to judge for themselves if we managed to make an improvement within those two days.

Kindest Regards,
EnergyCasino
 

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colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
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.
Yes, thats right, I'm trolling, because I'm the one who missed information out to try to make a casino look bad.
How would they give me free spins when I don't have an account, which you already knew?
 

argentus

Repeated violations of rule 1.18 - being a PITA
Joined
Dec 28, 2016
Location
Austria
Dear Argentus,

are you referring to your deposits within the week you requested our CS Agent to check or your total amount of deposits? In any case, I am not able to provide those numbers publicly apart from saying that the week between 30th of May and 6th of June (which the chat referred to) did not amount to the sum you are mentioning here and that is clearly not true, as you refer to the sum from the period of 14 days. I am not sure what your intention is in this conversation and as a Casino Rep, I maybe should have better judgment and not get into arguments over cases that should have been resolved in a Customer Support chat or through a ticket.

You also had a second chat with the exact same question (although it was in regards to 14 days instead of a week) where you received the answer immediately which is where you have the number 1910 EUR. I understand that in an ideal world you wouldn't need to contact CS two times but it looks as if you've posted this thread about a chat from Saturday after successfully receiving an answer on Sunday.

I understand that you are unhappy with the service we provided and you have a right to be as we are all humans that try to interact with each other and sometimes it doesn't work out, I see that you would like to display this particular case in a way that makes our Agents look untrained or, what's worse, willfully trying to avoid answering a question which I believe was not the case. I think I have tried my best to explain the situation and already took action with the Team Leaders to ask them to be more considerate.

The percentages and cashback programs which are usually personalised offers for players with significant playtime and spend are things that I wouldn't want to discuss here since they are 1. personalised 2. would involve disclosing our approach and possibly talking about your playtime which would be very unprofessional. As our agents have explained to you and as our Loyalty dept has informed you - you were no longer part of the cashback program since April.

As I mentioned previously - yes there is definitely a place for improvement there but I think that the redacted version unnecessarily shows the chat out of context. I am attaching both the first and the second chat in full below (with the obvious personal data covered). We at EnergyCasino believe in transparency and I hope this answer will allow forum users to judge for themselves if we managed to make an improvement within those two days.

Kindest Regards,
EnergyCasino
Sorry. It was my fault. Energy is treated unfair here.

- it is okay that chat doesn't know anything about ongoing promotions

- it is okay that i get no mail answer for days from loyalty dept.

- it is okay, that the casinomanager talks about the sum of my deposits in public (even if he says in the same sentence that he dont talk about it)

and...

it was me that totally overreacted there.

Chat was just telling me, that i will not get a bonus. It is okay that they ignore my replies.

So. Sorry again. Energy is a great Casino.
 

AgentEnergy

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

It seems like there is some bad blood here between EnergyCasino and you and I would like to sincerely invite you to discuss these things via a private channel. On the other hand, I see that shots have been fired and I need to answer at least to the summary you have posted here.

- it is okay that chat doesn't know anything about ongoing promotions

It doesn't look from the chat transcript that you were asking about ongoing promotions and I can assure you that our Customer Team does it's best to keep in check all promotions that we run.

- it is okay that I get no mail answer for days from loyalty dept.

You aren't a member of the loyalty dept. which was already said and you were informed by your previous account manager about this fact in April. There are number of reasons for this outcome but I believe it should not be discussed here for the sake of your privacy.

- it is okay, that the casinomanager talks about the sum of my deposits in public (even if he says in the same sentence that he dont talk about it)

You have yourself mentioned the amount which I quoted afterwards comparing it to two instances of the same question you asked our Customer Support agent - I have assumed that when you disclose the information it is no longer a secret. If you preferred me to ignore that message then I apologise.

Kindest Regards,
EnergyCasino
 

argentus

Repeated violations of rule 1.18 - being a PITA
Joined
Dec 28, 2016
Location
Austria
Dear Argentus,

It seems like there is some bad blood here between EnergyCasino and you and I would like to sincerely invite you to discuss these things via a private channel.

- it is okay that chat doesn't know anything about ongoing promotions

It doesn't look from the chat transcript that you were asking about ongoing promotions and I can assure you that our Customer Team does it's best to keep in check all promotions that we run.
Bad Blood?
yes.

Private Chat?
Sent you private but you didnt reply, but i am used to it, when sth to do with energy.

Good informed?
Added Prices in Shields of Athena
 

Slottery

Senior Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
I think there are not much to add to this anymore, don't either see that rep should bother. All information provided (not from beginning by OP even especially asked) and available.

Life can be hard if somebody don't give you free bonuses but maybe not worth to make rant threads with missing information here. Hope OP got what he/she wanted and this can go down with other sorted threads.
 

danofthewibble

Senior Member
Joined
Jan 2, 2018
Location
UK
It's not worth complaining about a lack of bonuses. You're not entitled to them. No business has to give them.

Asda don't give me a free can of beans if I point out I spent £100 shopping there the week before. They just give me a funny look and tell me to step two metres back.
 

Slottery

Senior Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
It's not worth complaining about a lack of bonuses. You're not entitled to them. No business has to give them.

Asda don't give me a free can of beans if I point out I spent £100 shopping there the week before. They just give me a funny look and tell me to step two metres back.
Complaining can still e acceptable but it's another level start thread on public forum to rant and mock casino with bit selective information is just low. Whole transcript never posted "because of personal details" could have been possible maybe cover them or copy paste word by word.

That i didn't ask any bonuses shitto would have been here for all to make up their minds for sympathy to martyr player who was badly let down by evil casino operator.
 

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