Horrible Customer Service - Mr. Green and Guts Casino

[SAunnyS72]

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??

 

[Balthazar]

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.

 

[pianoman]

netent?

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

umm...
actually -

NO!

 

[psychogene]

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.

 

[Gaz237]

Anger.

Have you ever thought about, anger management lessons?

 

[spintee]

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

 

[citizenx]

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??

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.

 

[conker]

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.

 

[Casino2014man]

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...?

 

[SAunnyS72]

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.

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?

 

[Batman]

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?

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.

 

[Borgie]

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?

Rude much ! I'm afraid !

 

[TonyGuts]

Hi SAunnyS72,

Could you be so kind and PM me your username or contact me at [email protected] 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

 

[ratplay2007]

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

 

[AndyB-MrGreen]

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

 

[paul7388]

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.

 

[Dinahnana]

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.

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

 

[SAunnyS72]

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!!

 

[Batman]

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!!

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!

 

[SAunnyS72]

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!

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.

 

[lotusch]

OP - I didn't find your way of articulating the problem to the CS agent(s) very clear and friendly either.
Just saying m8.

I work as a tech. support and CS agent also (different industry),and if a customer would talk to me like that I probably would not be very happy either.

I have dealt many times with Guts CS and I have always been treated with respect.
Sure they did not always had an answer or solution right away for my problem but they were more then willing to pass it on to someone else within the casino,and they ALWAYS came back to me.
Second of all,Guts has with Ben and Tony,2 great reps on this forum.
I am sure they are able to help you with your issue(s) at hand.

And I know Andy from when he was still working for Redbet,a very nice and fair person to deal with!

 

[Casino2014man]

Mate, chill out! You are getting very worked up which doesn't help you look any less hostile than people are suggesting!

Have you Pm'd the reps as they asked? Let us know how it goes

Also, I agree with the above, Andy is always really helpful and Guts reps too!

 

[Mouche12]

GUTS

Hi SAunnyS,

Regarding GUTS: I know for a fact that when you deposit 1K a week (but also less, just for being a regular depositor) you will get your own VIP manager - I was assigned a very nice person, "yourguyatguts" for special bonuses or any questions I might have.

I concur with the others: CSRs on live chat are IMO very friendly - and the rep is great too!

And... I understand that GUTS will abandon EM and migrate to a new platform this summer, so I will definitely be back.

 

[The Dude]

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!!

So the forum is a sham? Ok - I'll have to agree with most everyone here that you are acting like a jerk.

From what I can tell, you are asking me to close your account. Just say the word and it's adios amigo.

 

[asadzareef89]

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...?

agree with u there

 

[SAunnyS72]

So the forum is a sham? Ok - I'll have to agree with most everyone here that you are acting like a jerk.

From what I can tell, you are asking me to close your account. Just say the word and it's adios amigo.

Please do!!!!

I dont want to be a part of a forum where, when someone raises an issue they are personally attacked by a bunch of idiots and is not allowed to defend himself after he obviously had a frustrating day.... and then gets called a jerk'' by the admin.

And as an admin you AGREE with everyone attacking one person? Very impartial!

I bet you would delete this part wont you? ... proves my point.

Anyways, I am sure the world will stop revolving around the sun if lose my great honour of logging in here. .... and you guys call me rude .... Bahahahahaha!!!

Bye Bye!

 

[Tirilej]

Please do!!!!

I dont want to be a part of a forum where, when someone raises an issue they are personally attacked by a bunch of idiots and is not allowed to defend himself after he obviously had a frustrating day.... and then gets called a jerk'' by the admin.

And as an admin you AGREE with everyone attacking one person? Very impartial!

I bet you would delete this part wont you? ... proves my point.

Anyways, I am sure the world will stop revolving around the sun if lose my great honour of logging in here. .... and you guys call me rude .... Bahahahahaha!!!

Bye Bye!

I can see you haven't changed much

 

[asadzareef89]

Please do!!!!

I dont want to be a part of a forum where, when someone raises an issue they are personally attacked by a bunch of idiots and is not allowed to defend himself after he obviously had a frustrating day.... and then gets called a jerk'' by the admin.

And as an admin you AGREE with everyone attacking one person? Very impartial!

I bet you would delete this part wont you? ... proves my point.

Anyways, I am sure the world will stop revolving around the sun if lose my great honour of logging in here. .... and you guys call me rude .... Bahahahahaha!!!

Bye Bye!

maybe if u thought with a clear head, u would might think whether 20 other guys are right or you?

 

[Dinahnana]

Please do!!!!

I dont want to be a part of a forum where, when someone raises an issue they are personally attacked by a bunch of idiots and is not allowed to defend himself after he obviously had a frustrating day.... and then gets called a jerk'' by the admin.

And as an admin you AGREE with everyone attacking one person? Very impartial!

I bet you would delete this part wont you? ... proves my point.

Anyways, I am sure the world will stop revolving around the sun if lose my great honour of logging in here. .... and you guys call me rude .... Bahahahahaha!!!

Bye Bye!

Also nobody was attacking you. We were giving you some constructive criticism on how not to deal with casino support personnel. You were also given suggestions by the Reps and the membership on how to handle your situation. I have had bad days too but I don't go throwing all my toys out of the pram because of it.

 

[varverooo]

Please do!!!!

I dont want to be a part of a forum where, when someone raises an issue they are personally attacked by a bunch of idiots and is not allowed to defend himself after he obviously had a frustrating day.... and then gets called a jerk'' by the admin.

And as an admin you AGREE with everyone attacking one person? Very impartial!

I bet you would delete this part wont you? ... proves my point.

Anyways, I am sure the world will stop revolving around the sun if lose my great honour of logging in here. .... and you guys call me rude .... Bahahahahaha!!!

Bye Bye!

Although I can understand the point of view of other members here, I can also understand why you feel that way. I have had very bad days with big losses too in a very short time and I know the frustration. Maybe its not the best idea to post in here publicly when being in that mood for you could pm the respective reps in here if you think you have a valid point. good luck in the future!

 

[The Dude]

Please do!!!!

I dont want to be a part of a forum where, when someone raises an issue they are personally attacked by a bunch of idiots and is not allowed to defend himself after he obviously had a frustrating day.... and then gets called a jerk'' by the admin.

And as an admin you AGREE with everyone attacking one person? Very impartial!

I bet you would delete this part wont you? ... proves my point.

Anyways, I am sure the world will stop revolving around the sun if lose my great honour of logging in here. .... and you guys call me rude .... Bahahahahaha!!!

Bye Bye!

I don't see people attacking you. Sure, a couple of members may have commented that you were/are being rude, but it wan't an attack.

If you ever get attacked in a forum, you'll surely know it. :sniper:

So as for your request, if you don't find any value on having an account at Casinomeister - fine by me. Happy trails, mate.

And what point are you trying to prove? The only thing you've shown me is that you're a hot head.

 

[ugaboga]

I agree with the sentiment espoused by most - if you're polite and courteous towards CS, they usually reciprocate. It's probably one of the hardest jobs on the planet and it doesn't exactly pay all that well.

I've only experienced excellent CS at Guts, particularly from Emilia (she always seems to answer my questions).

 

[philderby]

I joined Mr Green some time ago and I have been simply blown away by how friendly there CS team are. For example I feel that Dan (from their CS team) and myself know and chat to each other more as mates than customer - CS rep. They are dynamic, responsive, pro - active and act upon their promises, with German like efficiency. To tell you the truth Its refreshing to receive a service that delivers over and beyond what is promised, every time.

Let me give you an example of what Im talking about. This one time I contact customer Support regarding a withdrawal request. The phone was answered within three rings (as it always is I might add) and was greeted with a usual enthusiastic English representative (all in house, of course) asking what can we do for you? When I asked on a time scale on a withdrawal request I was pleasantly told that the withdrawal will be prioritized and that it should be processed with around 45 minutes, IIRC he also apologized on behalf of the casino for the withdrawal taking slightly longer than usual .

The withdrawal wasn't processed in forty five minutes, it was done in seven.

There are other instances of where the great people over at Mr Green but I will save them for another day. Im staying cool at Mr Green, I have absolutely no reason what-so ever to play anywhere else.

 

[Gemma A]

I always found guts support not great either .

 

[spoton]

IMO Guts and their Sister site are pretty much like the RyanAir of online casinos. Sure their support are friendly(eventhough as fake as the hookers smile on the street), but you won't get much extra-service and they show their lack of tech/gambling knowledge.. On the other hand they have some pretty good offers. The best way to avoid the whole casino-scene going down this lane is to stop patronizing sites like Guts and MrGreen. But with their good offers it can sometimes be hard.

 

[Jono777]

Had a quick read through and glad I missed this thread when it first went live!

Have to pop my 2c worth in tho, Don't understand how anyone can say Guts support is bad??

They will 'bend over backwards' to assist players with any topic where possible and I'd say in roughly 50 visits to support since joining, for various reasons, I've had errm, let me think, errm NO bad experiences!!

Can't comment on Mt Green as I very rarely play there but from what I read / see and the size of their operation I'd also imagine that they are top notch too!

These type of threads in general always have a habit of generating 2 words in my head as I read them, 'Bad Loser' !!

 

[spoton]

Had a quick read through and glad I missed this thread when it first went live!

Have to pop my 2c worth in tho, Don't understand how anyone can say Guts support is bad??

"Oh the game lags now and then" Please delete cookies and try another browser.
"Oh the game stops working" Please delete cookies and try another browser.
"You say your house is on fire?" Please delete cookies and try another browser.
"It didnt work?" Well, it must be our supplier, it's not like we got any responsibility for choosing reliable suppliers.

And so on..

 

[Jono777]

I was referring to friendliness and politeness not knowledge etc

From your point of view I would have to agree, however my first post was not aimed at their knowledge (or lack of it)

 

[Jay23]

I don't know why you guys have to condescend into negativity. The bottom line is that this gentleman had an atrocious experience with live support agents. If anything Guts and Mrgreen should thank you for your valuable feedback.

I have used the live chat at Mr Green and thought they were very good. The one thing I dislike about the Mr Green live chat is the poll that pops up because you lose your message when this thing comes up.

I think you just wound up with a poor agent.