Working as a rep for many years now, one thing that never ceases to surprise me is the way some people choose to complain. I've had death threats from customers over delayed withdrawals, and been called pretty much every name under the sun in my time. Of course I took it all with a pinch of salt, but did these people really believe that verbal abuse and insane rants are going to encourage me to help them? I thought I'd share a couple of simple pointers to try and help.
O.K.. so you've been wronged by a casino.. what next?
Step One: Calm down.
I know how hard this can be (for some more than others) especially when large sums of money are at stake, but take a moment to collect your thoughts. If you fly off the handle and send an e-mail in anger, or go in to live chat with an agressive frame of mind, you may do more to hurt your case than help it.
Step Two: Get all the facts.
If the casino is saying you've done something wrong, go check their T's and C's/mailers or wherever you can get info relating to your case.
There are no 'fairness guidelines' when writing terms for a casino/promo.. so dont assume anything until you have checked.
This step may include a (calm) e-mail to the casino requesting additional info.
Step Three: Present your case.
Now that you have all the facts, if you still think you have grounds to complain send an e-mail to the casino stating your case and asking for a review. Request that a supervisor/manager be alerted to it or the case be escalated as required. This e-mail should be respectful, and contain no threats, abuse or accusations. If the casino remains unresponsive or refuses to provide you with a reasonable explanation withing a decent timeframe then it's time for step four. Always make sure to save copies of any mails and chats in case you need to refer to them later.
fyi... A 'decent timeframe' should make allowances for weekends/bank holidays. The more complicated a case, the longer this may take.
Step four: Off to the meister.
OK... you've been reasonable so far but are still getting the runaround. Depending on the severity of your case you have a few choices here
A: Post on the forum asking for some advice from the other members. (No cross-posting, hijacking threads or necro threads if you please, and do NOT title the post ''XXX casino just robbed me!!!!'' or anything else inflamatory. The more honest and calm you are, the more people will want to help you.)
B: If the casino in question has a rep on board here, send them a private message stating your case and asking for their help.
C:Submit a PAB. This is an free complaints resolution service provided here, and they only ask one thing from you in return...
read the F**ing PAB FAQ and DONT post about the problem while a PAB is underway.
Always remember:
Be respectful...Speak as you would want to be spoken to.
Be honest... if you're not you WILL be found out.
Be concise... Try not to ramble on and on... just the facts please
Listen... There are a lot of people here with a LOT of good advice. Take it, don't ignore it.
Mr Swayze of 'Road house' fame said it best..... 'Be Nice'
Happy complaining everyone.
O.K.. so you've been wronged by a casino.. what next?
Step One: Calm down.
I know how hard this can be (for some more than others) especially when large sums of money are at stake, but take a moment to collect your thoughts. If you fly off the handle and send an e-mail in anger, or go in to live chat with an agressive frame of mind, you may do more to hurt your case than help it.
Step Two: Get all the facts.
If the casino is saying you've done something wrong, go check their T's and C's/mailers or wherever you can get info relating to your case.
There are no 'fairness guidelines' when writing terms for a casino/promo.. so dont assume anything until you have checked.
This step may include a (calm) e-mail to the casino requesting additional info.
Step Three: Present your case.
Now that you have all the facts, if you still think you have grounds to complain send an e-mail to the casino stating your case and asking for a review. Request that a supervisor/manager be alerted to it or the case be escalated as required. This e-mail should be respectful, and contain no threats, abuse or accusations. If the casino remains unresponsive or refuses to provide you with a reasonable explanation withing a decent timeframe then it's time for step four. Always make sure to save copies of any mails and chats in case you need to refer to them later.
fyi... A 'decent timeframe' should make allowances for weekends/bank holidays. The more complicated a case, the longer this may take.
Step four: Off to the meister.
OK... you've been reasonable so far but are still getting the runaround. Depending on the severity of your case you have a few choices here
A: Post on the forum asking for some advice from the other members. (No cross-posting, hijacking threads or necro threads if you please, and do NOT title the post ''XXX casino just robbed me!!!!'' or anything else inflamatory. The more honest and calm you are, the more people will want to help you.)
B: If the casino in question has a rep on board here, send them a private message stating your case and asking for their help.
C:Submit a PAB. This is an free complaints resolution service provided here, and they only ask one thing from you in return...
read the F**ing PAB FAQ and DONT post about the problem while a PAB is underway.
Always remember:
Be respectful...Speak as you would want to be spoken to.
Be honest... if you're not you WILL be found out.
Be concise... Try not to ramble on and on... just the facts please
Listen... There are a lot of people here with a LOT of good advice. Take it, don't ignore it.
Mr Swayze of 'Road house' fame said it best..... 'Be Nice'
Happy complaining everyone.