Fortune Lounge --a bunch of THIEVES

[jerseyguy11]

It takes alot of skill and practice to call someone an asshole, without ever saying it. Well thought out post FL, and given with a level of class few in this industry could rival.

tee hee hee haha lala bohhooo hahaa jbubuahaha.

 

[jerseyguy11]

Thanks for resolving the issues for players. Just a suggestion though. A VP of Operations is a pretty senior position and I love that players have access to you. But I get the feeling that it is difficult to beyond the CS Rep for those that just call the help line. Is there an escalation procedure such that a patron who is unhappy with an answer can talk to a supervisor who is allowed some lattitude in problem resolution. And then players can be directed to you by the superviosor if the player is still not satisfied. Not all players are going to find you in the forums.

Stanford

well, FL's customer service is very polite and helpful, but i suppose for the more complex issues (such as WR disputes) i could see how they may not adress each problem perfectly. Who can blame them really, I read all of sean jeans posts and im still scratching my head a little.

its my understanding that you can escalate your problem to a "pit boss" which i suppose is their manager. While VPops is excellent and always prompt in resolving issues, people might want to try the "pit boss" when then call up with a problem they feel Customer service isnt handling properly. I did that once regarding switching a cashout option and the pitboss resolved it for me.

 

[seanjohn]

FL
First of all, my later emails sent to you regarding previous matters were never replied. I didn't want to bring them up but if you insist, here were my points to which you never responded:
1, I wasn't and couldn't not be assumed to be aware of the measy tiny NETeller bonus being credited and I am not being notified by email or casino messages.
2, When you decided to remove a bonus, why not remove the NETeller bonus alone? But instead you would remove everything including the signup even if I did complete the WR for the signup.

You answer provided earlier was, 'a bonus could not be removed once the player starts wagering'. Not a pursuasive rebuttal to my above arguments, don't you think?

My point is A player only gets a sign up bonus once and you have all his lifetime to take his money Your removal of my bonuses really disgusted me...I really didn't know I was given NETeller bonuses. Actually if you look into all my accounts with you guys, you will find out given all that, I am still a regular player at your place. Well I am not a highroller but does that make me an asshole?

Ok back to the present problem. I sent in no-less than 5 emails regarding the WR...yet from time to time I get these 'affirmed' answers which were all different. I am even in fear that if I wager more on slots, you guys will still void my winnings on grounds that I played on a restricted game or something. After receiving nothing from you previously, I thought this time 5-6 emails with no resolution was the best I could get from emailing, so I came here. Why do I care if it was a Saturday for you or what? Are you guys close and not accepting deposits over weekends? And if every single problem has to go to you in order to be solved, why the hell do you need you support team?


As I said, I apologize for calling you names. But my claims (in bold) are all legit.
You and your apologists should think about it.

 

[jpm]

I think you need to be reasonable and assume that any casino management is not working over the weekends and on holidays, as with most of us with other than entry-level private sector jobs. I simply refuse to read my work related email over the weekends, that is my time. Think of them as a bank. Only the people lowest on the totem poles are working weekends and graveyard shifts, but you can still make deposits & withdrawls via the atm.

That complaint is simply not legit.

 

[trick]

Stanford: Think you were looking for this?

From FortuneLounge.com:

Customer service and Support
[...] Unresolved issues can always be escalated to the Fortune Lounge Operations department for resolution. If your issue with one of our casinos is not being resolved, please contact the VP of Operations: VPOps@fortunelounge.com.

JPM: I can understand seanjohn since players are so used to the "we are here for you 24/7" kliche.... It's hard to have patience when you've experienced (or read lots of posts about) casinos stalling at every possible opportunity. That said I can agree that Fortune Lounge seems to have no ill intentions in this matter.

 

[fortunelounge]

Every player has the right to escalate unresolved queries and in this regard we have the following processes in place for when you feel that your issue has not been addressed properly.

Although staff are empowered to deal with and make decisions on the majority of issues, a Floor Manager (Supervisor) is always available to deal with issues that can not be resolved. Please only ask for the Floor Manager when the issue can not be resolved with the Agent.

We created an e-mail address (also published on all our websites) directly to the Floor Manager for unresolved issues. Mails can be directed to floormanager@casinodesk.com and will be handled by the Floor Manager on duty.

I also deal with escalated issues and players can mail me at vpops@fortunelounge.com

If anyone finds our escalation procedures to be inadequate, I would like to hear from you. We are open to any suggestions.

VP Operations
Fortune Lounge

 

[jpm]

JPM: I can understand seanjohn since players are so used to the "we are here for you 24/7" kliche.... It's hard to have patience when you've experienced (or read lots of posts about) casinos stalling at every possible opportunity. That said I can agree that Fortune Lounge seems to have no ill intentions in this matter.

I agree trick, but going off on monday because you hadn't had resolution to something over the weekend is a bit much. I'm impatient, but wait at least a week before I get so worked up about something like this.