Fortune Lounge dont know the RTP of the player....

[bsilva028]

well, i decided to review my playtime at royal vegas, i contact live chat to do it, the answer was they didn´t know

Me: and i would like to check my rtp here and at royal vegas casino, account rvr47701455

Will: rtp ?

Me: RTP, ahh, %of playing, (deposites, winnings, loosings) ahh play time

Will: Bruno for the last 30 days, you have deposited 186 and received 80.40 in bonuses

Me: and the playtime?

Me: tha Payment Ratio was off?'

Will: the system is generated so we can change it, all out casinos work the same

Me: yes but my personal payment ratio was off?

Me: (95%, 50%)

Me: the RTP of my Wagers?

Will: yes becasue there was no offers on your account

Me: no

Me: i am not explaining well

Me: my question

Me: was

Will: I know, from personal experience, that it can be very frustrating/upsetting to constantly deposit/play and not feel like you are receiving any decent payouts/wins.

Will: I have gone through your game play (in great detail) and can see that your luck hasn’t really been that good. Unfortunately, this is all part of the online gaming cycle/experience, there will be times when won’t win anything however, in the blink of an eye, your luck may change and suddenly you are cashing in a big jackpot.

Me: can you please check the RTP of my wagers was off how much? (less than 50% ) no??

Will: i dont understand what do you mean ?

 

[chayton]

If you sent an email to support you'd probably get an answer, stuff like that isn't something that most chat people know anything about - with the exception of a few places, most support staff on chat aren't all that helpful.

 

[KasinoKing]

Me: can you please check the RTP of my wagers was off how much? (less than 50% ) no??

I'm not criticising, but I think your less than perfect English was adding to the rep's confusion.

Even I can't work out why you used the word "off" in several of your questions. Did you mean "of"?
Also, he might not know the abbreviation "RTP" - maybe saying "Return To Player" would have helped... ?

The easiest way to have asked, would have just been to say "How much did I wager with my last deposit?"
With that answer, and knowing your starting balance, you can work out the RTP yourself.

KK

 

[bsilva028]

I'm not criticising, but I think your less than perfect English was adding t the rep's confusion.

Even I can't work out why you used the word "off" in several of your questions. Did you mean "of"?
Also, he might not know the abbreviation "RTP" - maybe saying "Return To Player" would have helped... ?

The easiest way to have asked, would have just been to say "How much did I wager with my last deposit?"
With that answer, and knowing your starting balance, you can work out the RTP yourself.

KK

yes, my english its not perfect, the word "off" was "of"............

i think that there is less than 50% but i wanna be sure

 

[bsilva028]

yes, my english its not perfect, the word "off" was "of"............

i think that there is less than 50% but i wanna be sure

but «i think that he as understanded because he said "Will: I have gone through your game play (in great detail) and can see that your luck hasn’t really been that good. Unfortunately, this is all part of the online gaming cycle/experience, there will be times when won’t win anything however, in the blink of an eye, your luck may change and suddenly you are cashing in a big jackpot."

if he was in the game play he has viewed

 

[Balthazar]

he might not know the abbreviation "RTP"

He obviously don't know what RTP means, which is unacceptable IMHO for CS working at an online casino. OP's question wasn't that vague.

Me: and i would like to check my rtp here and at royal vegas casino, account rvr47701455

Will: rtp ?

That was clear enough.

 

[chuchu59]

Many in this industry may not know what rtp means so basically I agree with KK.If you defined RTP like Bsilva028 chances are the rep wont understand if he/she is primarily trained to handle issues like bonuses, deposits. Frankly, how would they know what %of playing, deposits, winnings, losses, playtime etc. could mean. Its even more confusing when one states payment ratio. A better alternative would be payout ratio though even that isnt clear enough. We cannot expect live chat staff to know all the answers on the spot. It would be better if a request was made to get the rtp and have it delivered to the player in a day or so's time.

 

[fortunelounge]

Hi bsilva

Whilst the Call Centre is not familiar with the term "RTP" we will ensure that they, in future, know what it is.

I have been here for 11 years and it is the first time we had anyone referring to the term "RTP" as far as I know and it is not a term we use internally. I am sure you will experience the same with most call centres out there. Internally we refer to it as "payout ratio".

My apologies that the agent did not know and was not able to answer your questions to your satisfaction.

Regards

Wim

 

[Balthazar]

I have been here for 11 years and it is the first time we had anyone referring to the term "RTP" as far as I know and it is not a term we use internally.

Hi Wim,

What term are you using internally to refer to RTP? That would be good to know if something similar happens in the future.
Thanks.

 

[fortunelounge]

Hi Wim,

What term are you using internally to refer to RTP? That would be good to know if something similar happens in the future.
Thanks.

Hi Balthazar

We refer to "payout ratio" and all agents are familiar with that.

Regards

Wim

 

[chuchu59]

Hi bsilva

Whilst the Call Centre is not familiar with the term "RTP" we will ensure that they, in future, know what it is.

I have been here for 11 years and it is the first time we had anyone referring to the term "RTP" as far as I know and it is not a term we use internally. I am sure you will experience the same with most call centres out there. Internally we refer to it as "payout ratio".

My apologies that the agent did not know and was not able to answer your questions to your satisfaction.

Regards

Wim

Its totally understandable if some staff are unable to answer questions like the one posed by bsilva028. The fact that English is not his mother tongue does not exactly help things. Of course you can train your staff on 'rtp' but there could be a host of other questions that staff are unable to answer on the spot. It may be better for them to jot down the questions and reply in a more detailed manner in an email to the player later. That way, the casino can ensure that the facts given to the player are correct since they can be verified. Of course this doesnt apply to those queries requiring instant solutions eg deposits or sometimes bonuses.

 

[bsilva028]

Hi Balthazar

We refer to "payout ratio" and all agents are familiar with that.

Regards

Wim

sorry
i asked payment ratio..... (thinking that payment ratio / payout ratio) was the same....
(not so perfect english)

i asked only to chek because after the changes of Desert Dolar and Vegas Towers to royal vegas the playtime decreased a lot (less than 30 minutes with more than $200 in deposites)