Energy Casino Support

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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.
 
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 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 :)
 
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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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.
 
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.
 
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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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.
 
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.
 
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.
 
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.
 
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 ;)
 
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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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?
 
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.
 
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
 
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