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Geisha Lounge and Answering Emails

Discussion in 'Casino Complaints - Non-Bonus Issues' started by RobWin, Oct 30, 2006.

    Oct 30, 2006
  1. RobWin

    RobWin closed account

    Occupation:
    Who knows?
    Location:
    A Vault!
    Geisha Lounge is about to lose a VIP Player real soon if I don't receive an answer to my Email real quick.

    I have sent three Emails today since 9:20 am this morning and also private messaged the rep here with NO RESPONSE so far after waiting for six hours.

    Absolutely Great customer service.......:mad:

    I had held off on posting this but now I am Pissed !!:mad: :mad:
     
  2. Oct 31, 2006
  3. jerrylee

    jerrylee Dormant account

    Occupation:
    policymaker
    Location:
    Playa del Vaquero (I wish)
    did u get a reply after all?
    how about sharing some concerns rather than an empty rant?
    i'd say start complaining if no reply after 48 hours..much less 6!
     
  4. Oct 31, 2006
  5. RobWin

    RobWin closed account

    Occupation:
    Who knows?
    Location:
    A Vault!
    Well it has been over 16 hours now and after sending 4 emails and private message to Rep here.......Still No Reply......

    If you want to wait 48 hours to say something or get upset then thats your business....but considering the amount of money I turn over with these guys I will absolutely not wait over 2 hours for a response...thats total BS...:mad:

    What kind of Customer Service waits for 48 hours or longer to respond ? Not the kind that I am used to or for that matter any other VIP Player.... Hell thats not the kind of Customer Service I want or will accept....You want to accept that then you go for the second rate Customer Service....Not me...I spend way too damn much money for that kind of service.
     
  6. Oct 31, 2006
  7. winbig

    winbig Keep winning this amount. webby PABnononaccred

    Occupation:
    Bum
    Location:
    Pennsylvania

    I've been with a poker room I'll leave unnamed for now for about a year, and have only deposited around $1000 over the time.

    I've ALWAYS gotten a response within 4 hours of writing them, so I can understand where you're coming from.

    With all this USA BS going on, you'd think they'd be scrambling to KEEP loyal customers, NOT drive them away.

    I think it's just a matter of time before these smaller outfits either find a suitable market to replace the players lost from the USA, or go under. I don't think they'll be dipping into their pockets for too long once the deposits stop covering the winner payouts.
     
  8. Oct 31, 2006
  9. Wagerjunction

    Wagerjunction Dormant account

    Occupation:
    Aff Manager
    Location:
    London
    Reply

    Rob Win

    I have both replied to your PM on this board and have seen the Call Centres response to your email .

    Please ensure that this mail is not going into your Junk Folder .

    Alternatively i can arrange for someone to call you if you would find that acceptable. As for being a smaller outfit well that is a laughable remark to make WinBig but at least your analysis of what needs to be done for players is spot on

    Best Regards
    Greg
     
    Last edited: Oct 31, 2006
    1 person likes this.
  10. Oct 31, 2006
  11. silcnlayc

    silcnlayc Just one more spin pleez! CAG MM PABnonaccred PABaccred

    Occupation:
    IT Director of Operations
    Location:
    Left Hungary
    Must have checked to see your playing pattern and liked it so they responded :lolup: :D
     
  12. Oct 31, 2006
  13. winbig

    winbig Keep winning this amount. webby PABnononaccred

    Occupation:
    Bum
    Location:
    Pennsylvania
    Uhm...I wasn't even going to respond again to this until I saw that reply you gave re: mine.

    But, I was generalizing, not pointing the finger at GL, etc.

    Guilty conscience?

    But why, all of a sudden, would his emails from ya'll start being filtered into his spam folder?

    I'll leave that to you 2 to sort out.

    Small derail, but have you ever heard back from RTG about their totally unsecure way to log in to the flash games? Any Tom, Dick, or Harry would know NOT to send their username and password over a non-https:// connection. Same goes for redeeming comp. points. You promised a response within 48 hours back on Sept 6th....only 53 days late :)
     
    Last edited: Oct 31, 2006
  14. Oct 31, 2006
  15. Wagerjunction

    Wagerjunction Dormant account

    Occupation:
    Aff Manager
    Location:
    London
    Generalizing

    Yes very guilty conscience ,i admit ,i hate it when players have something to complain about and because of a list of priorities and factors beyond my control i am not able to satisfy them.

    I have emailed the player and i have seen the Call Centre Supervisor email the player with my own eyes and have seen the response to that so there is not much else i can think of except that it has gone to a spam folder.

    As for your query - I have taken the matter up with both RTG and my techies and at present i need to wait for RTG to come back to us . They unfortunately are not as speedy as alot of us would like them to be and therefore i continue to wait in hope.

    I realised that you were generalizing - i just thought it was not a very helpful thing to say and a lot of people would have taken what you said and applied it to us. After 8 years in the business including 6 with the current crowd i dont feel the need to prove how big i am :D.

    Have a great day.

    regards
    Greg
     
  16. Nov 18, 2006
  17. belgamo

    belgamo RIP Tony :(

    Occupation:
    gambler
    Location:
    usa
    When sending emails to Geisha lounge do recieve any kind of confirmation that it has arrived?
     
  18. Nov 20, 2006
  19. Wagerjunction

    Wagerjunction Dormant account

    Occupation:
    Aff Manager
    Location:
    London
    Auto Response

    Hi Belgamo

    There should be an autoresponse but i have just tested it and have not received anything . We have installed a new customer response system - It is called Talisma and is apparently state of the art.

    I will come back to you with feedback ASAP re this

    Regards
    Greg
     
  20. Nov 23, 2006
  21. Wagerjunction

    Wagerjunction Dormant account

    Occupation:
    Aff Manager
    Location:
    London
    Response

    Belgamo - It took me a little while to come back to you but i promise you i was a lot quicker dealing with the issue .

    We seem to be having intermittent issues with the Spam filter product that we are using and our techies have been working on this issue to resolve it . If it has not been resolved yet it will be by the end of today . I am in early so will update you once the rest of the crew get in

    Regards
    Greg
     
  22. Nov 23, 2006
  23. Wagerjunction

    Wagerjunction Dormant account

    Occupation:
    Aff Manager
    Location:
    London
    Response

    Belgamo - It took me a little while to come back to you but i promise you i was a lot quicker dealing with the issue .

    We seem to be having intermittent issues with the Spam filter product that we are using and our techies have been working on this issue to resolve it . If it has not been resolved yet it will be by the end of today . I am in early so will update you once the rest of the crew get in

    Regards
    Greg
     
  24. Nov 24, 2006
  25. ArchAngel

    ArchAngel Dormant account

    Occupation:
    Strange
    Location:
    All over the place
    Greg, with all due respect, I can't believe an outfit such as yours would actually pay good money, to use such a crap system as talisma.

    We used to use it at my office, and it was a load of shite. Half the time didn't work, the other half backed up for 4-5 days at a time, so you would get like 20 mails a day, and then 2000 at a shot and have to deal with backdated issues which half the time were more than likely resolved telelphonically.

    Seriously representing the casinos that you do, why in heaven or hell would you actually chose to use Talisma. Hope that was not your decision but some bonehead at your company.

    Wishing you all the best with it.

    Gabriel
     
  26. Nov 25, 2006
  27. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Talisma

    This seems to mirror my experience. I had no reply to E-mails to King Solomons (same group), which also uses Talisma. Eventually I found a UK number and phoned in. CS told me they had just introduced a new system (they had "updated the computers"), and e-mails had just backed up and they were working through a big backlog. I also tried the live chat under Talisma. The first thing it did was to tell me that I should use Internet Explorer because it won't work otherwise (crap! - many people now use other browsers). Crap also, I WAS using Internet Explorer. I forced it to launch, and it worked OK. At the end it gave the option to have a transcript of the session e-mailed to me, I thought I would test it, and sure enough, it didn't work.
    I wonder if the Talisma salesman got one over on the casino! A rep is hardly likely to say their product is crap are they! (Gerald Ratner excluded:D )

    I have not tried e-mailing again, but it would be worth seeing if they have managed to get Talisma working better.
     
  28. Nov 27, 2006
  29. Tester

    Tester Quit Gambling

    Location:
    Israel
    Talisma chat

    The previous one was "liveperson".
    liveperson is a great chat software. eay to use etc. etc.

    I cannot imagine there is an experienced man on th eplanet who would think Talisma is better than LivePerson.

    Can Greg explain where does this "state of the art" came from?
    (not joking. I just cannot understand)
     
  30. Nov 27, 2006
  31. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Sales

    This is probably what they were told, by the sales rep for Talisma; and for some reason they took a sales rep at their word! Clearly whoever made this decision has never bought double glazing or a fitted kitchen:D
     
  32. Nov 28, 2006
  33. Wagerjunction

    Wagerjunction Dormant account

    Occupation:
    Aff Manager
    Location:
    London
    Crap - No one told me

    Guys - i dont know who bought this system - it looks pretty good and is used widely by a lot of very big companies . What i can tell you is that we seem to be having an issue with it at the moment and are working on it to sort the issues out .

    I am being pretty transparent as always and hopefully this issue is sorted out ASAP

    Regards
    Greg
     

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