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Horrible Customer Service - Mr. Green and Guts Casino

Discussion in 'Online Casinos' started by SAunnyS72, May 15, 2015.

    May 15, 2015
  1. SAunnyS72

    SAunnyS72 On a Break

    Occupation:
    Entrepreneur
    Location:
    Australia
    I seriously don't know how these Casinos got such high reps.... probably because they are in EU but ...

    I have been literally spoilt with the good manners of Casino hosts in at Royal Vegas and Gaming Club. I wanted to try some NetEnt Casinos for a change so registered with Guts and Mr. Green.

    I don't even care about free bonuses etc... I drop cash ... but the help staff either don't even understand what you are asking or they automatically presume you are after a bonus so they start treating you like Riff Raff.

    1st instance, I wanted to ask about 'what happened to my deposit bonus that I didn't receive?' and when will I receive the weekly promotions so I know what days to deposit to make best use. The CS answers with 'I cant offer you a bonus!' ... Me - 'What?' ... CS- "I just cant offer you a bonus' .... Me- 'Did you read what I had to say?' .... CS - ' Yes, I still cant offer you a Bonus' ... Me - (Furious at this point ... mind you I had already deposited over EU500 in 2 days) - I DON'T WANT A FREAKING BONUS!!! .... Oh never mind ... I don't even wanna play here now... CS - 'Would you like me to cancel your account temporarily or permanently?' ... Me - 'Arrrgh ...Do it permanently!' - (Mr Green) ... CS - DONE!

    2nd Instance (Guts after depositing about 400EU in 3 days) - "I am a bit disappointed with the casino ... the game play was terrible but more so my card was charged 20EU more than the deposit amount" .... CS - "I am sorry about that Sa***. I am sorry that your card was charged extra' .... Me (OK ....waiting..... after 5 minutes) - "That's it? You are just gonna say sorry lol? .... CS - "What do you mean?" .... Me- Do you speak English? I want to know a resolution, sorry doesn't cut it .... (wait another 5) ... CS - "Would you like some compensation? If so, you need to send screenshot of your transaction to blabla@blabla ... Me - (Furious by this time) - "You know what screw the EU20 just delete my account" CS - "Done, thank you" ... wow it took her quicker to close my account than to try and resolve my issue.

    So I CAN NOT believe these guys are getting such high rating on here compared to some of the great MG casinos I play.

    So, you would rather cancel the account of a big depositor than try and resolve his issues? I would literately fire my CS staff if I came across a single dealing like these with my customers.

    Oh well back to my trusty Royal Vegas.

    Anyone know of any good NetEnt portal that I can play from Australia with a 1k per week bankroll??
     
  2. May 15, 2015
  3. Balthazar

    Balthazar The Governor

    Occupation:
    Leader
    Location:
    Woodbury
    I've never had a positive experience with any CSR at any casino. These people don't know anything and can't do anything. They are just a human filter between grumpy customers and a competent (but probably busy) person.

    Tip: Next time instead of losing your time with a CSR who's probably a sub-minimum wage outsourced kid living in Southeast Asia, just PM the rep here.
     
    3 people like this.
  4. May 15, 2015
  5. pianoman

    pianoman Senior Member MM

    Occupation:
    world famous Pianoman (True!) Go Google: ozpianoma
    Location:
    Sittin Here in Front of the Screen like
    netent?

    "Anyone know of any good NetEnt portal that I can play from Australia with a 1k pw"

    umm...
    actually -

    NO!
     
  6. May 15, 2015
  7. psychogene

    psychogene Senior Member

    Occupation:
    This and That
    Location:
    Australia
    With a 1k per week bankroll I'm sure there will be ALOT of casinos that want you as a customer! Its too bad your experience at Guts was not great because the payouts are quite fast though I'm guessing you got charged 20 EU more due to 2.5% processing fee and $2.50 withdrawal?

    I would recommend Thrills, Next Casino or Royal Panda (in Euro) for NetEnt. Thrills and Next you can play in AUD and all three have direct bank transfer as withdrawal option and from experience I have received my withdrawals no less than 2 days from the request. Direct bank transfer is the most attractive option for AUD all the other methods like ecopayz and neteller have $15 fees and extra wait time as you wait to receive the money to e-wallet and then have to make a second withdrawal.

    I just made a withdrawal of $170 with neteller last friday and just received the funds today, -$15 for neteller fees and another -$15 for international bank transfer (total $30 and 7 days) so I am not going down that path again. Ecopayz is a much better e-wallet for Australian players in my opinion, only got charged $15 for their service fee and receive money in the bank 1-2 days later with no stupid -$15 bank fees.
     
  8. May 15, 2015
  9. Gaz237

    Gaz237 Senior Member MM

    Occupation:
    Retired
    Location:
    chelmsford UK
    Anger.

    Have you ever thought about, anger management lessons?
     
    6 people like this.
  10. May 15, 2015
  11. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    I must agree with Balthazar here, Most customer service are terrible and like speaking to a brick wall, Im surprised as MrGreen and guts have got some good CS,

    Do not that let put you off, there are more good casinos that have netent, You must of got them them two on a bad day, Also try not to permanently close account, As they can take this the wrong way and as in another thread if you exclude from one side this means that there can be alot of other sites connected that will not let you play due to this
     
  12. May 15, 2015
  13. citizenx

    citizenx Meister Member MM

    Occupation:
    Stuff
    Location:
    UK
    Good manners work both ways. In those chats you strike me as overtly confrontational and seem unable or unwilling to articulate your requirements.

    If the responses were exactly as described then the CS staff need to buck up their ideas but I suggest being clear in what you want, polite and mature ("lol" - really?!) Will serve you better in your dealings with a wide range of individuals and organisations.
     
    9 people like this.
  14. May 15, 2015
  15. conker

    conker Super Moderator CAG MM webmeister

    Occupation:
    Marketer
    Location:
    UK
    I have to agree that good manners are a two way street and more often than not you will receive goood CS if you are polite and calm yourself. If you are angry or rude (which I am not suggesting the OP was or is) then you will generally find you get very limited help.
     
    1 person likes this.
  16. May 15, 2015
  17. Casino2014man

    Casino2014man Non-Gambler

    Occupation:
    Noneya
    Location:
    United Kingdom
    I didn't think Guts as described here were unhelpful..

    They said sorry.. They told you where to send the evidence of the issue.. and offered potential compensation...?
     
    1 person likes this.
  18. May 15, 2015
  19. SAunnyS72

    SAunnyS72 On a Break

    Occupation:
    Entrepreneur
    Location:
    Australia
    Thank you...

    I hope a few people realise that I am paraphrasing the situation. Ofc I start of with please and Thank yous but the nicesities fade as you keep waiting and waiting ... Trust me I wouldn't have come this far without manners or bieng polite.

    Just on the guy that amazingly contributed about 'Anger Management' wow ... Did you have anything to contribute or just trolling along. If I spend good money I expect good service and I have every right to be angry ... It's called 'balls' ... Have you got some?
     
  20. May 15, 2015
  21. Batman

    Batman The Dark Knight MM

    Occupation:
    Nothing much
    Location:
    PokieLand

    Screaming at a support agent / your employee / a store clerk because you're PMS'ing is not called having balls... It's called being rude and disrespectful.

    But don't mind me, what do I know? I'm just Batman.
     
    12 people like this.
  22. May 15, 2015
  23. Borgie

    Borgie Senior Member

    Occupation:
    Office Manager
    Location:
    United Kingdom
    Rude much ! I'm afraid !
     
    3 people like this.
  24. May 15, 2015
  25. TonyGuts

    TonyGuts Dormant account

    Occupation:
    Head of Customer Operations
    Location:
    Malta
    Hi SAunnyS72,

    Could you be so kind and PM me your username or contact me at This email is not visible to you. and I will have a closer look at why there have been extra charges on your deposit as that sounds strange, unless its the deposit fee that is added on the deposit amount. I will at the same time have a look at the communication from our end what could have been done differently there.

    Kindest regards,
    Tony
    Guts.com
     
    8 people like this.
  26. May 15, 2015
  27. ratplay2007

    ratplay2007 Dormant account

    Occupation:
    Office
    Location:
    UK
    Mate, being as impartial as possible the customer service could have been better but you were kind of rude to them. Remember good manners don't cost you anything and go a long way to finding happy resolutions to the issues your were having
     
    6 people like this.
  28. May 15, 2015
  29. AndyB-MrGreen

    AndyB-MrGreen Dormant account

    Occupation:
    Casino manager
    Location:
    Malta
    If you'd like to PM me with your email address I can take a look at the chat transcript.

    If you were polite and we weren't then I'd like to raise that internally.

    Cheers
    Andy
     
    5 people like this.
  30. May 15, 2015
  31. paul7388

    paul7388 Meister Member MM

    Occupation:
    not a lot
    Location:
    glasgow scotland
    Obviously its hard to get an accurate interpretation of what happened without actually seeing chat transcripts.

    But respect and civility work both ways. From the edited scripts you show it seems you have neither patience and never actually waited to get a proper solution.

    Just because someone works on chat and maybe does not have knowledge of what has happened does not mean they do not deserve to get shown respect.

    Especially from the Guts one it looked like they were trying to offer a solution but you weren't interested and your response was rude to say the least.
     
    1 person likes this.
  32. May 15, 2015
  33. osulle

    osulle Ueber Meister CAG mm4 mm1

    Occupation:
    life
    Location:
    Northern hemisphere
    I have always found CS at both Guts and Mr. Green top notch. In the few cases where the CS couldn't help me (not because of lack of knowledge but because they didn't have the authority) I contacted the rep (Tony @ Guts) and got it sorted.:thumbsup:

    You have been a member of CM since 2011 so surely you must have known that if you have any issues you can contact the rep. So I don't understand why you had to resort to an aggressive attitude towards the C.S. (judging by your post). I can understand you frustration but you could have handled the situation a little bit better.

    For the record all of Mr. Green's promos are listed on their promotion page and do show which days have which promo's and they do send out e-mails (not a lot mind you which is good IMO)

    I wish you luck:)
     
    3 people like this.
  34. May 15, 2015
  35. SAunnyS72

    SAunnyS72 On a Break

    Occupation:
    Entrepreneur
    Location:
    Australia
    Wow! Obviously paraphrasing doesn't mean much here. Well I am the one at fault when there are villagers with pitchforks happy to jump in and call people rude who they don't even know...

    Oh well thought this was a forum where you can keep the casinos in check obviously it's a sham with people that just want to jump on a bandwagon and start taking their own frustrations out.

    LMAO! Done with this all! I will be really sad leaving here NOT! Let me see - are there casinos that want my business? YES .... Will this forum in anyway help or hinder my gaming experience? NO!

    Bye and good luck. Hopefully one day one of you have a bad experience and then get called rude for standing your ground ... It's funny how all this keyboard warriors find solace in a 'mob' mentality cause they feel safe.

    Good luck to ya all!!
     
  36. May 15, 2015
  37. Batman

    Batman The Dark Knight MM

    Occupation:
    Nothing much
    Location:
    PokieLand
    1st of all, no one attacked you in any manner whatsoever, it's a fair perspective from a gambler's point of view regarding manners and behavior.
    If you go into a McDonalds and yell at the workers there to serve you faster, expect to have some spit in your hamburger.

    And 2nd, you are still being rude, from your first post, and not with the CS, with the community you're trying to reach out to.
    My respect is earned, you don't deserve my respect, so good riddance! :)
     
  38. May 15, 2015
  39. SAunnyS72

    SAunnyS72 On a Break

    Occupation:
    Entrepreneur
    Location:
    Australia
    Do you even see how hypocritical you are ... You keep personally attacking me when you don't even know me yet IAM the rude one? ... I am sorry I can't help with your issues.
     

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