Question How do you guys find most casinos handle complaints?

[Casino2014man]

I am just wondering how you feel casino's handle game related complaints?

I have had some repeated issues with a certain game of late, which has been driving me spare. I am told to clear my history and cookies, give details etc, but a problem is never found their side.

Everything else works my side game wise, so pretty sure it is not my side.

I find when I have something like this happen though, I am ignored/fobbed off as not really an important problem, yet to me this is a service I am paying for, so it kind of me off.

If I paid for a movie, and the cinema screen came up with ERROR half way through, I would want a bloody refund or at least someone to seem to care!

 

[Jono777]

I suppose this would depend on the individual casino.

The only personal instance I can recall is a 'stuck game round' on Jack and the Beanstalk at Guts a good while back.

The 'Walking Wild' dropped on 4th reel and game froze, upon restarting this game round had gone and the game reset to the default £2 stake.

Live support had a quick look but couldn't point the finger at what had happened.

A quick PM to Ben who was in charge at the time and he sorted it, nothing lost, nothing gained but total trust in Guts/Ben when they responded within the hour.

 

[spintee]

I have had enough, Back and fourth last week, Every email was from a diffrent CS rep,I told them PLEASE stop fobbing me of the the same routine, No good switching people as its all getting lost in translation, I told them I work with computers and stop telling me in every email to delete cookies, If the person replied actually bothered tov look at the conversation than they would no not to keep repeating there self,

I finally got an apology saying that they should not assume things and they should of handled it better,

Well a few days later another hickup, What happens, Different CS yet again telling me the same bull shit, I said I have had enough already please close all my accounts, Whats the response I get



Lee (Customer Support) (Support)
Nov 26, 18:10

Hello Terry,

Thank you for your patience whilst we investigated the issue further. Our technical team have advised that if you clear your browser history, refresh and try again, this should help:

Here's a link that will guide you through the cache cleaning process:
xxxx.wikihow.com/Clear-Your-Browser%27s-Cache

The follwing link can be used to help direct you to our promotions page manually:
xxxxx

If you are still experiencing problems after trying the above actions, please contact us back and we will look at alternative solutions for you.

Kind regards,

Lee
Customer Service Agent

 

[Jono777]

A quicker and more truthful response...

Hi Terry

We ain't got a fucking clue and to be honest can't be arsed to dig deeper.

Go and bother someone else while we pretend to deal with simpler things

All the best (but don't care if its the worst either)

Love from Support

 

[Biti]

Depends on the casino ofcourse. Most legit casino sites handle their complaints careful. Most sites that are non-legit just put you on the ignore-modus. This facts underlines the importance of playing at legit websites.

 

[Casino2014man]

Is an accredited and very reputable one, I just wondered what experiences people had, nothing gets to me more than poor treatment with this stuff.

 

[Biti]

Is an accredited and very reputable one, I just wondered what experiences people had, nothing gets to me more than poor treatment with this stuff.

I think it also depends on which regulatory board they will face. Curacao is a joke, Malta is in fact also a joke. It will be a different thing if players can take them to court in the UK or for example the Belgian Gambling Commission. Brands with a lot of issues - like Bwin, Ladbrokes and bEtway - are careful in Belgium for example.

 

[spintee]

A quicker and more truthful response...

Hi Terry

We ain't got a fucking clue and to be honest can't be arsed to dig deeper.

Go and bother someone else while we pretend to deal with simpler things

All the best (but don't care if its the worst either)

Love from Support

Just about somes it up but I could think of a few more words to add,

I do not think you get much love from them, Every email basic said the same thing All from a diffrent CS, Talk about sloppy dealings, I mean how many people do they have working for them? I do not think they have one bit of knowledge about casino between them.

I clearly stated I had enough already please close all my accounts, And guess what, they are all still open, I have nether ask for an account to be closed & probably said it in frustration, but yet again its like speaking to a brick wall

 

[Harry_BKK]

Is an accredited and very reputable one, I just wondered what experiences people had, nothing gets to me more than poor treatment with this stuff.

Guys&girls, let's not forget that CS agents are normal human beings and like the majority of us only know the basics of software/hardware issues. They mostly give answers from their handbook where a "software whizzkid" jotted down the most probable causes for these kind of problems, hence it sounds like they don't care whereas they just don't have the knowledge, and probably nor the authorization to dig deeper into software problems.

Issues are mostly then directed to the tech department or to the software provider who might give a more specific answer or solution.

I think everybody playing online for a few years has had his/her fair share of issues with freezing games/screens, lags, error messages etc etc and the utmost part was resolved by the usual tips from CS (empty cache, restart computer etc). I had also times where i was close to throwing the laptop out of the window or book the next flight to visit the casino's CS location but in the end as with any other software we learn to live with the occasional bug

 

[Steviedoo]

terrible experiences...

i had a stuck card in video poker on my mobile...and every time i made a deposit my WR would increase cuz there was a bets in play...or whatever they call it....i am now up to $13,500 in WR at this casino cuz i didn't realize it wasn't resetting itself every time i deposited and took the bonus ...i tried to get them to fix it but to no avail...so i just stopped playing there....and yes i was on a bad losing streak.

there were also deposits at another casino that didn't show up in my account till 5 days later. stopped playing there too. got the usual runaround...will show up in 24 hours then 48 and then i was told 5 banking days....and this happened 4 out of the 6 times i deposited there...so no more money from me for that casino.

i found both experiences frustrating and just really wanted to throw my computer out the window every time i chatted or emailed with someone.

blah blah blah...

 

[Casino2014man]

Okay, so a bit more detail.

This has now happened to me a few times..

I play a bit of roulette when I am doing well, and was doing a few £50ish spins.

Press spin, the ball spins round.. and round.. and round.. nothing.. So I have to refresh the game.

Money gone, no result displayed. Happened around 5 times. Got sick of it and complained. I understand the result may be what would have happened, but I am not paying to literally piss money down a drain without at least seeing what happened.

I gave the casino the spin ID and time. I did not screenshot because there was no error code.

I am fuming to be honest.. Casino came back with:

'I just got a reply from the game provider. Apparently they couldn’t find any error and therefor nothing I can do to solve your issue. If this would ever happen again I please advice you to take a print screen or try to stop the games straight away.'

Screw it, I will just stop playing there because I am really wound up.