First Web Casino Wont Respond to Emails

[zbrent]

I have tried for over 2 days now to get a response by email. I am trying to reininstall there software i'm starting to think its a waste of time. Is there anybody still working there. Thanks

 

[aka23]

I have tried for over 2 days now to get a response by email. I am trying to reininstall there software i'm starting to think its a waste of time. Is there anybody still working there. Thanks

There have been a few similar threads recently. The Jackpot Factory group seeems to be having a spell of poorer support than usual.

People are still actively working at First Web. This casino sent me a free spins offer by postal mail yesterday and answered a question I had about the promotion.

 

[zbrent]

I got that free spin promotion also. But I didn't have the casino installed thats when I tried to install again. Still waiting for response to help me with the install problem.

 

[zbrent]

Actually its not an install problem but when I need to enter my Login info it doesn't comes up. A System Error: An illegal operation was performed comes up instead. I'm turning this thread into a tech issue not a complaint.
So the complaint is still no response. I would try by phone but if they don't answer by email I wonder about there Casino.

 

[Peaceful1]

I had the same problem, so good to know I'm not alone with this issue...I sent an email through their website (no response yet..two days ago) because when I tried to email them through my regular email it bounces back. I got the promotion offer too, and would love to use it, but impossible until this is resolved.

 

[zbrent]

Still Waiting for a response. Sent email again.

 

[vinylweatherman]

E-mail

It seems there is a serious problem with their E-mail. I have had them ignored for a month now, what is more, the month old ones were NEVER replied to, not even to tell me the issues are resolved.
This started in early December when they had a notice on the website saying there were serious support problems. It looks like something is still broken, and they are failing to address the issue. The rep here IS aware of these issues, and has asked players to send a PM. Hopefully, these will be answered on Monday, and may be the best option. Phoning through should also work, but it is unlikely you will get any more out of support other than the standard "Turn off your firewall & antivirus, clear your temp files & cache, uninstall and reinstall the casino".

When you reinstall (having previously uninstalled), the casino, it should be able to retrieve your account information from the registry. Since you get the "illegal operation" error, it is possible that the MGS registry keys have been damaged.
Forget support, and use "Regedit" to search for the keys "microgaming" and "MGS". Make sure you back up the registry first if your system does not automatically do so, or in XP, set a system restore point if you are unsure of this action's consequences. On opening the keys to the next level, it will be clear these are the right keys as you should be able to find a "FirstWeb" subkey in both. Delete these "FirstWeb" keys and try the casino again. It should then launch into the new player registration mode rather than login mode. Here you can select "existing account" and type in the account number & password. This should log you back in, and will also rebuild those registry keys again. If this fails, you may have a more serious problem, or if you are running the Vista Beta, Microgaming have a serious problem

While you could also delete the entire Microgaming and MGS keys, you will lose the stored information for ALL Microgaming casinos, not just the problematic one. There is no harm at all in being thorough, and clearing out the temporary files and cache as well, these do get filled with "crap" over time. Turning off the firewall will permit the casino to connect to the upgrade server, but it should be possible to put the firewall into a warning mode where it will ask permission for these connects, and you can select a permanent policy, such as "always allow", which should allow the casino to run with the firewall on.

 

[zbrent]

When you reinstall (having previously uninstalled), the casino, it should be able to retrieve your account information from the registry. Since you get the "illegal operation" error, it is possible that the MGS registry keys have been damaged.

I had to reinstall my OS. The only registry stuff is when I uninstalled and reinstalled there should of not been any account info in the registry of "firsts web casino" but I'll clean the reg and temp files and try again.
Thanks
I did PM Jackpot Factory here so hopefully Monday I'll get a response.

 

[zbrent]

I had to reinstall my OS. The only registry stuff is when I uninstalled and reinstalled there should of not been any account info in the registry of "firsts web casino" but I'll clean the reg and temp files and try again.
Thanks
I did PM Jackpot Factory here so hopefully Monday I'll get a response.

I just did what you said and cleaned out the registry and temps it now comes up with the login page. Thats funny how that worked it must be that I have 2 OS on my computer on two Hard drives and it must of been on the other hard drives Registry. Thanks Again Vinylweathereman.

But there email is still a problem you would think they would work double time to fix the problem.

 

[winbig]

I just did what you said and cleaned out the registry and temps it now comes up with the login page. Thats funny how that worked it must be that I have 2 OS on my computer on two Hard drives and it must of been on the other hard drives Registry. Thanks Again Vinylweathereman.

But there email is still a problem you would think they would work double time to fix the problem.

A good tip for something like this (if you're using XP or 2k), is to create a new user account (control panel > users), and login to it. Once you've done that, redownload the casino and install it. It'll act like you've never signed up there before.

 

[vinylweatherman]

CS

I just did what you said and cleaned out the registry and temps it now comes up with the login page. Thats funny how that worked it must be that I have 2 OS on my computer on two Hard drives and it must of been on the other hard drives Registry. Thanks Again Vinylweathereman.

But there email is still a problem you would think they would work double time to fix the problem.

Glad it worked for you, I certainly would have thought a clean OS reinatall would have resulted in a clean registry. It must indeed relate to having more than one OS and more than one hard drive that lead to the initial error.

What are the chances of the CS having been able to give you this tip though, had they replied. More likely, you would be on your third uninstall and reinstall cycle, with CS then telling you that "we don't do a CD" (I was told this), and you ending up forgetting all about it.

None of this helps with the E-mail problems. So far, Jackpot Factory consider the problem ours, as players, and nothing to do with their end. Due to this, they are probably not really investigating beyond just checking their system to see if the CS have yet to reach your mail. If they don't find it, you didn't send it, or you mistyped the address. I expect the same problems are leading to players repeatedly sending documents that CS claim never to receive. In this case, players cannot find a solution through alternative means - they are screwed till they can force the E-mail containing the documents through.
We need a case example of this, with someone with an important issue being able to prove sending of E-mails, and Jackpot Factory claiming not to have received them. This can then be taken to eCogra, who will be able to insist on a proper investigation. It was this drastic step that finally made them admit it was their fault I kept finding "declined" when they made cash-in payments to my Neteller. The investigation found that their merchant Neteller account was empty, and the declines were NSF errors rather than connectivity or Neteller problems. The rep is well aware of the fact it was necessary to go this far, and I would hope he would realise that players are not satisfied with this ongoing issue with ignored E-mails, even if there are few official complaints. I expect players ARE complaining, by E-mail, but these too get ignored, and so are not logged as a problem.
If the rep sees this, I would hope an answer will arrive before a formal complaint needs to be made through eCogra. Players can help by sending a PM to the rep each time an E-mail goes unanswered, so that a better picture of the problem can be built.

 

[zbrent]

None of this helps with the E-mail problems. So far, Jackpot Factory consider the problem ours, as players, and nothing to do with their end.

This is through a private message, so I don't know if I should post it here but I thought I would because it shows that there was a response not through my email but at casinomiester.

I emailed David Brickman from here and that is basically what he said its something to do with my email.

" Without knowing the exact details of your case it is a little difficult for me to respond. I suggest you try using our toll-free number to contact support 1-888-328-4011. Some of our players experience difficulty in receiving emails due to different regulations from their email provider. Our support team can assist you in adding us to your white list which should enable you to receive our emails without a problem."

I don't have diffuculty recieving but getting a response back. I don't get any errors when I send it and know undelivered message errors.

Thanks Brent

 

[vinylweatherman]

Little Help.

This is through a private message, so I don't know if I should post it here but I thought I would because it shows that there was a response not through my email but at casinomiester.

I emailed David Brickman from here and that is basically what he said its something to do with my email.

" Without knowing the exact details of your case it is a little difficult for me to respond. I suggest you try using our toll-free number to contact support 1-888-328-4011. Some of our players experience difficulty in receiving emails due to different regulations from their email provider. Our support team can assist you in adding us to your white list which should enable you to receive our emails without a problem."

I don't have diffuculty recieving but getting a response back. I don't get any errors when I send it and know undelivered message errors.

Thanks Brent

While the point is valid, this is just another case of blaming the player's E-mail setup. This is only a valid point if the CS have sent an E-mail and it does not turn up. The main problem I have had is that I send E-mails to support and NEVER receive a reply; however, I receive ALL the promotional E-mails, and do sometimes receive support replies. On some occasions, I have phoned the CS and they have confirmed that my E-mails are not being transferred down to the CS agents. On one occasion, my E-mails were found to have become "trapped" in the main inbound queue, and for some reason were being constantly skipped when E-mails were being allocated to the CS agents. On other occasions, CS were simply unable to find any trace of my E-mails. At my end, I have a record in my "sent items" folder, and have received no type of delivery error message which would happen if there was any problem delivering the mails.
If the player's E-mail set up can cause non receipt of mailers from Jackpot Factory, it is hardly "rocket science" to conclude that it is possible that the set up at Jackpot Factory CS could also lead them to not receiving the E-mails from players. This is something that David should look at, is there ANYTHING at all at their end that could possibly block any kind of inbound E-mail, but at the same time record delivey as being successful, and thus producing no "bounce" error to the sender.

 

[Peaceful1]

Major Update to This but Possible Renege on Offer?

This is gonna be a long one, as I am including copies of the emails in this ongoing saga. But you will see the purpose of it after you are done reading.

Zbrent, sorry to hear that you went through re-installing your OS. Come to find out that would have been entirely unnecessary as this was a casino error. In reference to the registry, I always go through and delete those entries (by running regedit) after uninstalling, and am always able to reinstall just fine and it creates new registry entries. I have had this problem only once, and that was sometime last year with Spin Palace Casino.

Creating a new account is not good, as most casinos can still cross-reference through other methods to find out that you already have an account and brand you as trying to make duplicate accounts.

I have used "red text" where I wished to emphasize portions of an email.
****************************

Here we go:

January 18, 2007

After emailing the casino (I had to use their website support platform/online form as I was not able to send them direct emails without them getting "bounced back"), I received this response:

Dear Cindy,

Thank you for contacting First Web Casino and for informing us about the problems you are experiencing while trying to login to the casino.

First of all, I would like to apologize for the delay in replying to your email. Due to a technical problem with our systems, our reception of players' emails has been delayed and therefore our response times are currently longer than usual.

Please bear with us as we work to get our service levels back to the high standard you've come to expect at First Web Casino.

I am also sorry to inform that we are still experiencing technical problem with logging in to the real money mode on the downloaded software. We are sorry for the caused inconvenience and would like to assure you that our technical team is doing everything possible to reach a resolution as quickly as possible.

Kindly be advised that should this problem continue and your free spins offer is expired we will forward your details to our marketing department for further review to check if we are able to extend this special offer.

We very much appreciate your continued patience during this process, and will do everything possible to reach a resolution as quickly as possible.

In the meanwhile, please remember that our Customer Service Desk is available 24 hours a day, 7 days a week should you have any additional questions or concerns. Our toll-free numbers are listed below.

Best Regards,
Irit

First Web Casino Customer Service
A Jackpot Factory Casino


So, every couple of days or so (keep in mind that Free Spins Offer expired on Jan. 31), I would try to login as the agent advised me to do so. Problem still not fixed, all the way up to and past January 31st.

I contact them again (still through the website form as emailing is still a problem). This time I advise them of the still-present problem, the fact that the bonus has expired but CS stated they would look into a substitute should the login problem still persist and CAUSE ME to miss the offer, and the email problem.

Looks like they are on the ball regarding their response times, and they did fix the email problem (I guess they put me on their "Safe List" as this whole time I had them on mine, but my emails still bounced back). But, IMHO, this is the only thing they have improved.

January 25, 2007

I get a reminder email, subject reading "Don't forget your free spins!" How irritating, especially considering the problem is still ongoing, and this email states "Please contact our 24/7 customer support team if you have any problems receiving the free spins."

February 3, 2007

Received this email after contacting them AGAIN:

Dear Cindy,

Thank you for contacting First Web Casino regarding your free spins.

We apologize for the technical problems at the casino. To log-in to your casino account, fwrxxxxxxx, please click on the following link:
Link Removed ( Old/Invalid)

Then please select "Click here if you already have an existing account", enter your real account number, and click Submit. After that simply re-open the viper software and continue as usual.

Referring to your free spins, kindly note that we have passed on your details for this promotion to our marketing department for review, and will contact you as soon as we receive their response.

While we attempt to answer all questions of this nature promptly, please allow at least 24 hours for a response.

Thank you in advance for your patience.

Also be advised that you can send us your e-mails from your yahoo alternative e-mail address, in case you still experience problems with your registered one or simply request to update it to another e-mail address.

I hope this information was useful and hope to see you back at the casino soon.

Should you have any additional questions or comments, please don't hesitate to contact our Customer Service Desk on the toll-free numbers listed below. We are available 24 hours a day, 7 days a week for your convenience.

Best Regards,
Jana

On Behalf of Suzanna.
First Web Casino Customer Service

This is great, I am now able to log-on using the CSR's instructions (too bad they didn't tell me this BEFORE 1/31 so I could take part in the bonus offer, unless that option wasn't available at that time, of course.) Email is now working fine, and I feel assured they will give me some sort of offer equivalent. But then...

February 4, 2007

I get this email (I guess this is the follow-up from the promo dept.):

Dear Cindy,

Thank you for choosing to play with First Web Casino.

We regret to inform you that your free spins offer have expired on January 1st and is no longer available.

Don't forget that you we are still offering many wonderful and exciting promotions this month, such as The Sea of Love - Just deposit and play $100 or more that day and your guaranteed Valentine's bonus will be on Cupid's arrow the following day!

To read more, go to www.Firstwebcasino.com/promotions.php

Should you have any additional questions or comments, please don't hesitate to contact our Customer Service Desk on the toll-free numbers listed below. We are available 24 hours a day, 7 days a week for your convenience.

Best Regards,
Iris

On Behalf of Suzanna.

First Web Casino Customer Service
A Jackpot Factory Casino


Well...DUHHHH! Tell me something I don't know (regarding the comment stating the free spins expiring Jan. 31st)!!!

I express my disappointment, and advise (and attach the previous email) them of the promise to replace the offer should the spins expire while still having the log-in problem..and get this email:

Dear Cindy,

Thank you for contacting First Web Casino with your comments.

We are sorry to hear of the way you feel and that your recent experience at First Web Casino was not an enjoyable one.
Kindly be assured that the First Web Casino support and Marketing staff are doing their best work and efforts to ensure that you enjoy the best gaming experience we can provide.
To offer you another chance of a lucky win, I am pleased to tell you that you are eligible for the following special offer: a 10% cash back offer of up to $10 on your next single deposit of $10 or more.
Please contact our support desk for crediting once you have made your deposit, quoting this offer and including your name and casino account number.

Don't forget that our Customer Service Desk is available 24 hours a day, 7 days a week to answer any question you may have. Our toll-free numbers and email addresses are listed below. We look forward to hearing from you!
Best Regards,
Iris

On Behalf of Suzanna.

First Web Casino Customer Service
A Jackpot Factory Casino

A 10 PERCENT DEPOSIT bonus. How nice...so, in order to make this equal to a $10 chip gain from the casino, I would need to deposit $100. With the initial offer, I would only have had to deposit $0.

Tell me, how is this good customer satisfaction from an online casino? How difficult is it for them to post a $10 free credit into my account? I know that, technically, the Casino holds no liability concerning bonuses like this, and its not like fighting for your winnings/payout. But as far as morale goes, and customer satisfaction, they are extremely lacking. I am a Union woman, and, as far as I see it, they have reneged on their offer. I guess that, considering all that has been taken from us as far as deposit methods, being able to play, etc. they think we should be "lucky" we are able to play with them at all. Sorry, I am not that desperate. But, considering their past shenanigans, especially with the marketing/promo department..I guess I should not be surprised.

Bryan- I know that this may borderline belonging to the category of "Casino Compaints-Bonus Issues" but since it started as a "Non-Bonus" issue (technical) and I wanted to get this info to the other posters involved, I responded here. As well, it was a technical (non bonus) issue leading to the loss of a bonus. Sorry for any displacement and feel free to move thread as you see fit.

 

[vinylweatherman]

BS

They should comp you $50 to $100 for the inconvenience of being "jerked around" before you were given a simple solution to the login problem. This should be roughly equivalent to the lost free spins. There is no reason they cannot do this, and I lack sympathy because these technical promlems are continual, particularly the E-mail one.
Of three E-mails I sent recently, two received a rapid reply, and one was still queued after 5 hours+, however, it had indeed arrived.

A proper investigation is needed into why some E-mails fail to reach CS, as well as continuing advice for players whose own E-mail set up is preventing receipt of replies. Without a diagnosis of the problem, and solutions are trial and error, and are unlikely to last.

Phoning them is OK provided you have access to a toll free number, but not all countries seem to, and they don't work from cellphones.

I wonder why casinos don't embed a VoIP such as Skype into the Viper interface, so that with the casino launched, the player can speak directly with CS, or be queued with the software automatically alerting the player when an agent is free. The casino will also save money from fewer customers on hold, and cellphone players will be able to contact CS more cheaply.

 

[Peaceful1]

Just wanted to cover all bases here...positive update!

and many thanks to David Brickman, JF Spokesperson (listed as the casino contact on this site for Jackpot Factory Group). I also listed this under the similiar "Bonus Issues" thread...

See below:

Hi Cynthia,

This is David Brickman again.

First, I would like to apologize for the run around you were given and the difficulties you had in claiming this offer. Basically there was a communications gap between our customer support center and the marketing department which is why your request for an extension was denied.

I am pleased to inform you that your account
(fwr05100696) has now been credited with a $25 bonus. We threw in a little extra to help make up for the hassle.

My apologies again for the delays and I hope you give our casino another change. I am sure you will find that this type of event was the exception and not the rule at First Web Casino.

Best of luck to you.

David Brickman
JF Spokesperson

My response:

Thank you so much, Mr. Brickman, for your prompt attention and resolution to this matter. You have certainly displayed a high level of professionalism and strove to achieve and maintain customer satisfaction in this situation.

I am glad that I contacted you in what initially felt like a "last resort" of an effort in what was a very frustrating ordeal. It truly does make a difference, and I will be sure to update my thread concerning this matter.

Glad to know I still have this casino, as well as other Jackpot Factory casinos, as a positive option for online gaming.

Again, thank you for all your assistance.

Cynthia Brown