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Fortune Lounge microgaming casinos group - very poor live chat quality

Discussion in 'Online Casinos' started by FAZI1, Mar 16, 2017.

    Mar 16, 2017
  1. FAZI1

    FAZI1 Experienced Member

    Occupation:
    worker
    Location:
    Punta Cana
    Somone play with them in last period?

    Im have longer break in this casinos group and they send me 75% and 120% unlimited bonuses for my next 2 deposits in march period ( Welcome back bonuses)

    Im try ask few question from live chat but - their live chat staff quality is terrible. - For answer one question im need wait 10 minuts then not answer clear yes or not and after 10-15 minuts they redirected me to next person - And next person " dont have acces? to previous conversation " and im need explain again my question and waiting next 10 minuts for every answer....

    Finaly if you give them hard question then they redirected me for every agent so im can speak like this in 3 h and still not recived any answer......

    Mayby somone know how work they unlimited bonuses ..... example 75% first deposit - 120% secund deposit ( special welcome back bonus ).

    Wagering is probably x 40 ( only bonus in slots ) max bet per single spin is 15% bonus amount ? this is what im see in terms and conditions. So if make first deposit ( from this special offer / not welcome standard bonus) example 20€ and recived 75% bonus and lose it then if im make secund deposit example 1000€ and recived 1200€ bonus ( 120% ) this is allowed or this will be bonus abuse ?

    Secund question if they have state in rulez max bet is 15% recived bonus amount then if bonuses is unlimited like 120% special welcome back bonus so in case example 1000€ deposit - 1200€ bonus player is allowed make bets per single spin up to 150€ per single round when bonus is active ?


    Somone can answer how this look in this case?

    And by the way is shame for them they keep their live chat customers support in so poor quality where peoples cant recived any answer from them - when Im ask just simple question- next peoples need find answers in other place.... - Sometimes just read terms and conditions is not enough and some customers try recived additional answers before make deposit .... but after 2 h and got redirected to 5 live agents in middle time 2 agents just close live chat..... If im compared this staff quality to example Video Slots live chat then this is Huge difference.

    Im dont know how owner this group can work like this with this extreme poor quality live support - they just not cooperations with customers. Ok mayby reason is this is same live chat for all group ( 7 casinos ) but still is hard recived any answer from them -Example Casino rewards groups have a lot more brands and same support for all casinos and still can keep better quality compared to them..........
     
  2. Mar 16, 2017
  3. lockinlove

    lockinlove Staring into the sun PABaccred

    Occupation:
    I work :D
    Location:
    Canada
    Im a regular there and I have told the rep here the live chat is easily the worst chat I have ever dealt with. Its so bad I only use it for small things but its been so incredibly awful my vip host gave me a link to get right to vip and skip the front end support. I have complained many times they need to train these people and yes the wait time is atrocious.

    Pm the rep she is cool and helpful and you dont have to deal with that other crap. Also include a complaint about their live chat maybe the more complaints will get something done about it

    http://www.casinomeister.com/forums/members/fortunelounge.html
     
  4. Mar 16, 2017
  5. FAZI1

    FAZI1 Experienced Member

    Occupation:
    worker
    Location:
    Punta Cana
    After im make post with complain abaout them today suprize im login in my account with trying got finaly answer and use my bonuses and what a suprize......


    [​IMG]

    Live chat acces locked - reson " abusive behavior " yes yes - For abusive behavior customers can be even banned with acces to casino and this is ok - but today all conversations have chat history logs so is easy to verifications true............. Im dont know what happen in this group support but this is terrible how they work with customers.


    ( Im send message to reps - but still not recived finnaly answer ) summary my bonuses soon expired - If im make deposit now then they system not credited me corecct bounses automatic - ( beacose this is standard practice in this group ) customer need ask suport to add manual with send them screnshots from bonus offer.... and without acces to live chat its not possible.

    Last question is why they promotional depatmaned lose time with send some exclusive deposit bonuses if is very hard collect them / use this offers - They send mailing offers or put in players inbox example 75% exclusive or 100% exclusive from time to time and next after player wonna colect claim it support say you dont have any bonuses we can give you example 30% no more. Next customer give up or need ask to contact with some superviser vip support etc to recived finnaly corect bonuses other way first contact live chat always not cooperation.
     
  6. Mar 16, 2017
  7. Tirilej

    Tirilej Still a Lady CAG MM

    Occupation:
    Breathing
    Location:
    Sweden
    Is a bonus really worth all of this troubles then? Why do you even bother?
    If they think that you were abusive in chat they might as well have closed your account, but they didn't, so what will happen the next time.?

    If you already now feel that they are so bad and support is worthless you should simply walk away. Go and play somewhere else is my advice, because no bonus can be worth all of this.
     
  8. Mar 16, 2017
  9. FAZI1

    FAZI1 Experienced Member

    Occupation:
    worker
    Location:
    Punta Cana

    Yes they can but im not abusive basicly all chat have logs history so is easy to track it - Im just recived from them 120% unlimited amount amount bonus so im just wonna try with higher deposit like 1000€ or 1500€

    + 120% beacose in standard terms and conditions bonus rulez looks like is not so bad like 40 x only bonus amount wagering and max bet 15% recived bonus amount per single spin.

    But they dont wonna cooperations answer any question so if they dont care abaout customers then is not possible even colect invitations bonuses...


    Im play without bonuses only in few good quality brands and from time to time im use good deposit bonuses in some other lets say medium quality brands.....

    This group brands / casinos are acredited there so im dont know why they work like this without any standard in case live chat custommer support.
     
  10. Mar 16, 2017
  11. Tirilej

    Tirilej Still a Lady CAG MM

    Occupation:
    Breathing
    Location:
    Sweden
    If I could afford to ever make a deposit of €1000 I wouldn't even dream of having that tide to a wagering :eek2:

    Well, good luck with whatever outcome it will be from this!
     
  12. Mar 16, 2017
  13. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    The question is, were you abusive? A simple chat transcript would indicate whether you were or not.

    When you get poor support, the thing not to do is lose your cool. The best thing to do is report it here and vote with your feet.
     
  14. Mar 16, 2017
  15. FAZI1

    FAZI1 Experienced Member

    Occupation:
    worker
    Location:
    Punta Cana

    Im dont use any swearword when im speak with them if sentence like " they are very unprofesional when im need wait 10 minuts for every single answer and after 30 minuts they redirected me for secund person and same story few times in row - is abusive ? Im think not is just true and true is they have extreme poor live support and is even hard colect invitations mailing / inbox exclusive bonuses .

    Im in middle time already contact with fortune lounge reps from forum with asking to help resolved this issue...

    Ok is no worth continue this topic if somone wonna check logs my conversations with them then can check - but this will be only clear proff / example how unprofesional they are in case answer players questions.

    And last question how is possible owner this casino group can work with this poor quality 0/10 live chat - where most customers after see they dont have chance recived any answers help from support probably often change place to play / turn off from them to other casinos - So how much they lose in monthly ravenue % income only beacose they cant keep live chat support in good quality ? This is good question.
     
    Last edited: Mar 16, 2017
  16. Mar 16, 2017
  17. lockinlove

    lockinlove Staring into the sun PABaccred

    Occupation:
    I work :D
    Location:
    Canada
    Wish I could get a bonus like this. They just offer me 10% a day under $500 deposit and uncapped 30% above $500. The odd time ill get a 50% and ill deposit $1000 to get $500 bonus and then do $6-$9 bets trying to hit the gold mine. Some even $15 bets. I havent had a max bet term on my bonuses but yours isnt too bad. Its like $15 max bet. Thats the good thing about this group, they let you bet bigger than most.
     
  18. Mar 16, 2017
  19. lockinlove

    lockinlove Staring into the sun PABaccred

    Occupation:
    I work :D
    Location:
    Canada
    I can promise you they do lose alot of money because of their live chat. I have almost quit their casino a couple of times because of it. And they have def lost many deposits from me. I complained 3 weeks ago to the rep here that live chat took 40 minutes to respond to me. They took 15 mins to answer the call and say hi. 15 minutes to look into my query and another 15 minutes to actually answer me.

    But this is normal. I have dealt with this many times. It can be incredibly frustrating.
     
  20. Mar 16, 2017
  21. FAZI1

    FAZI1 Experienced Member

    Occupation:
    worker
    Location:
    Punta Cana
    Im basicly try to recived answer beafore im make deposit how this look in case they unlimited bonuses lets say 120% unlimited bonus so example im make deposit 1000€ and recived 1200€ bonus im have 2200€ summary

    Terms and conditions say max bet per single spin 15% bonus amount so 15% from 1200€ bonus 180€ max allowed bet per single spin? this look a little to high - wagering 40 x bonus - no max cashauts.

    So im try ask support but you know then dont wonna answer any players question so its not possible recived any answer from them after waiting 10-15 minuts for single answer and got redirected 4 times in row im lose over 2h without any answer. Only they tell me they can give me 30% bonus not 120% - even when im have clear 120% bonus in my inbox offer and email invitation send from they promotional departament

    Now after im open public complain against then live chat quality - they just locked me from acces to live chat with fake reason abusive behavior so im even cant use my invitation bonuses beacose they never add me it instant always im need fight to add corect bonus with them and send some additional proff and recived it like add manual ....... What im can say more its Sad how they work with customers.
     
  22. Mar 16, 2017
  23. lockinlove

    lockinlove Staring into the sun PABaccred

    Occupation:
    I work :D
    Location:
    Canada
    pm the rep. they usually come on once a day. About 12 hours from now.

    Oops made a mistake with my math but yeah I guess you are right. And its good to always double check when you arent sure so do that.

    Ive never been banned from live chat and there has been a couple times I was right pissed off lol
     
  24. Mar 23, 2017
  25. JLincognito

    JLincognito Newbie member

    Location:
    Mars

    Absolutely they lose alot of money because of their chat!

    Some of their customer service reps are also extremely rude on the phone.

    I recently got a new computer, and tried to sign onto 7 Sultans, but it was a new computer so obviously it didn't know my username. And my username is a randomly generated jumble of letters and numbers so obviously I don't know it either. So I phoned them. The customer service rep was so rude and ignorant to talk to on the phone, I simply hung up and I won't deposit there anymore for 1 year.

    This, after I have played there for more than 5 years and deposited probably $25,000. It was in my top 3 favourite casinos! It was even my favourite at one point! I remember I had the VIP customer service guy chasing me for months because he kept wanting to give me bonuses! And he routinely did give my account $100 Bonuses.

    One rude call was all it took to scare me away.
     
  26. Mar 23, 2017
  27. lockinlove

    lockinlove Staring into the sun PABaccred

    Occupation:
    I work :D
    Location:
    Canada
    I believe it fully. I was so so so close to leaving because of it. I actually closed my account but after talking to the rep I was calmed down and re opened it. Its a convenient casino for me. My personal credit card is accepted there which is rare for Canada and my cashouts are fast.

    There is a major problem with this casino and their support and it goes right into their VIP. I have been outright ignored 3 times when emailing my host and asking a question.

    If it wasnt for the only casino on the internet that takes my credit card, I wouldnt play there.

    I also have a very serious issue about their self exclusion program. They make it VERY hard for people to self exclude. the only way to do so, is contact the pit boss, they send you some weird contract that you must sign and fax to them. You could say to them "I have lost all my money, my house my family please exclude me" and they wont until you fill out this agreement and fax it. I only know this because a friend of mine tried and went through this with them
     

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