I Have to Ask...

LHofsdal

Ueber Meister
MM
Joined
Jan 9, 2010
Location
NY
For a while now, members have been posting many issues with casinos and many issues with casinos that are accredited. The one thing that is missing, are the reps. Where are they?

There are so many reps that are members here, but they very rarely ever join the discussion. I have to ask why? It would seem to me that is would be in their best intrest to join the thread and try to settle the concerns of the members of this forum.

Example 1: The Rushmore thread for slow pay was started on 12/24/2010. Louise joined the thread on 1/6/2011. So we now know she is aware of the situation. But she has not come back to post anything since. She has logged into Casinomeister since then, but has not commented.

Example 2: The Slotastic Snail Mail thread was started on 1/9/2011. The original poster had a valid question, in my opinion. The rep for Jackpot Capitol logged inte Casinomeister today, and never bothered to respond. And from the other members replying in this thread, I can see that this is not an isolated case with the original poster. Don't you think a quick note from rep saying something along the lines, "can you PM me your name and I will look into this for you" would have atleast shown the poster in the thread that actually wanted to help?

Example 3: ClubWorld Cashout delays thread, 11 pages in that thread and no response from the rep. They have logged into Casinomeister and still no reply. Maybe I am wrong, but I think if the rep came in and said something along the lines like,"I am sorry for all the delays, but mother nature has not been working with us the past few days, and just about everything has shut down. We hope to have the withdrawals processed in next few days. Keep in mind, that it is the holiday season and things may take a little longer than expected because of the weather and banking holidays." That might have put some posters mind at ease....

Now I can go on and on, but these 3 are the ones that are most recent. I have to ask if we as posters are doing something wrong, so that the reps won't join the threads. Or are they ignoring them for a specific reason. And if they are, what is the reason?

Now I do think there are reps that do join the threads and are genuine when trying to help. Those reps I do applaud, but it seems there are very few of them.

Anyone have any thoughts on this?

All the best,
LH
 

anniemac

Ueber Meister
PABnoaccred
MM
Joined
Jan 30, 2007
Location
Texas, USA
I think you are absolutely spot on. I have been wondering myself why Rushmore and CW reps haven't been around to answer some of the problems or at least to say 'Sorry, we are working on it'. I think it would alleviate some of the bad feelings if they would do this.
 

chayton

aka LooHoo
webmeister
PABnonaccred
CAG
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Location
Edmonton Canada
I think sometimes the reps aren't aware of the threads - they log in to get PMs etc, but that doesn't necessarily mean that they read anything else in the forum while they're logged in.

Personally, if I have a question or concern I normally just PM the rep directly - or sometimes I PM them to let them know there's a post or thread that their input is needed on.

That being said, Jackpot Capital is usually pretty up on stuff that mentions them, so I'm surprised that nobody's responded to the Slotastic thread.
 

LHofsdal

Ueber Meister
MM
Joined
Jan 9, 2010
Location
NY
I think sometimes the reps aren't aware of the threads - they log in to get PMs etc, but that doesn't necessarily mean that they read anything else in the forum while they're logged in.

Maybe, but this is not the case with the first example, Louise, knows about the thread. She already replied on page 5 of the thread, and has logged in since then and has not said anything else. Members here are starting to get very angry, and I really believe if she communicated with them, they would not be so angry.

I really believe that they do know about these threads, specifically the ones that are over 5 pages long and their names are in the thread titles. I could be wrong, I don't think I am.

All the best,
LH
 

Vegasbum

Senior Member
Joined
Jul 27, 2007
Location
Ontario
I believe reps don't come on because they get crucified by most posters. People already have made their mind up on certain issues and no matter what the rep says they get shot down.

It is a no win situation for the reps most of the time. They would rather deal one on one through pms at best, rather than getting blind sided by the whole forum.
 

maxd

PAB (Complaints) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
I believe reps don't come on because they get crucified by most posters. People already have made their mind up on certain issues and no matter what the rep says they get shot down.

It is a no win situation for the reps most of the time. They would rather deal one on one through pms at best, rather than getting blind sided by the whole forum.

This is pretty much exactly right, in my experience. I know from dealing with the reps behind the scenes (on PABs and such) that they are usually -- not always -- aware of the threads concerning their casinos here on the forums. They often say exactly what Vegasbum has already said, they'd like to get involved but the hostility level is too high.

Unlike many of the posters here the casino reps usually don't get off on the confrontational aspects of forum life. And I for one find it hard to blame them: who goes to a party where you know you'll be the target of abuse if you show up?

Generally speaking I think it's safe to say that if the reps didn't get attacked so frequently they'd be a lot more willing to participate. I know how they feel.
 

jod5413

Is That Better?
Joined
Mar 6, 2007
Location
somewhere on the planet
This is pretty much exactly right, in my experience. I know from dealing with the reps behind the scenes (on PABs and such) that they are usually -- not always -- aware of the threads concerning their casinos here on the forums. They often say exactly what Vegasbum has already said, they'd like to get involved but the hostility level is too high.

Unlike many of the posters here the casino reps usually don't get off on the confrontational aspects of forum life. And I for one find it hard to blame them: who goes to a party where you know you'll be the target of abuse if you show up?

Generally speaking I think it's safe to say that if the reps didn't get attacked so frequently they'd be a lot more willing to participate. I know how they feel.

I have to agree with you, Max. I, myself, have a thick skin but....some of the posts made about casino issues is enough to send one into hibernate mode, hoping things will settle down enough to try to interact with players.
 

maxd

PAB (Complaints) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
...some of the posts made about casino issues is enough to send one into hibernate mode, hoping things will settle down enough to try to interact with players.

It's been a mean season of a year in the industry so I'm not holding my breath for a big change any time soon. Casinos are feeling the pinch and many are failing. Players are having a tougher time of it and aren't in a very forgiving mood. With those as the prevailing conditions it's none too surprising that discussions degenerate into mud-slinging more often than not. Sad but true I'm afraid.
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LHofsdal

Ueber Meister
MM
Joined
Jan 9, 2010
Location
NY
Yes, I do see your points there, Max and Vegasbum. I to have a "thick skin" and you are so right about the hostility levels. But I would think, these levels of hostility would not be so high if the reps took the time to read the threads with their casino names in it, and made a comment in them.

It doesn't have to be anything major, something like "PM me the details and I will look into it" something of that nature. The feeling I get from most posts is that the members here are feeling ignored by the reps. (That is just my opinion of course).

I also think before members start going crazy, they should allow ample time for reps to respond. Again, they don't respond, and that is what is making the members crazy. When reps log in and are aware of the situation, and pages have formed in a thread, the rep chooses not to respond, that is where the feeling of being ignored starts and "theories" start coming about. (Do you see what I am saying here?)

It will be fascinating to see how things will turn out with the whole industry, but I really don't see things changing for the better anytime soon. Processors are getting busted more often, casinos are getting tighter and tighter, and for Americans, it is getting harder and harder to play, and if you do play, the chances of not getting paid are getting higher and higher. Not much anyone can do at this point, I guess, we will have to wait it out.

All the best,
LH
 

maxd

PAB (Complaints) Manager
Staff member
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Location
Saltirelandia
... But I would think, these levels of hostility would not be so high if the reps took the time to read the threads with their casino names in it, and made a comment in them.

I think it's a chicken and egg problem. The casino people say "if we respond we get attacked", players say "if you responded we wouldn't attack you (so much)". It's not a matter of one being right and the other wrong it's more a matter of the prevailing mood: many reps get attacked so most reps will stay away.

Anyway, as has been said, none of this applies if you PM them. The situation there is (usually) entirely different.
 

De Beuker

Senior Member
Joined
Apr 20, 2009
Location
Netherlands
I think it has also to do with upper management and casino policy, in case of Rushmore for example, I think Louise is not allowed to say anything else but that the delays are caused by a technical issue.
Thats just a management decision.
We know that its not the (whole) truth, and she knows we know.

So what can she do?
Any discussion would take loads of time and lead to nowhere because her hands are tied..
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
I think sometimes the reps aren't aware of the threads - they log in to get PMs etc, but that doesn't necessarily mean that they read anything else in the forum while they're logged in...
Many of the issues are taken care of via PM - and you're correct in saying many reps aren't aware of threads until it's a little late.

This is one of the reasons why we require members to contact a casino rep when they have a specific complaint that they are posting about. Many members disregard this which really irks me.

Some reps really try hard, but there is a small vocal minority that forget that these people are members just like themselves.

Please also keep in mind that some of the issues you are referring about were during the holidays when most companies run on skeleton staffs. I know Tom was out for a while. Hell, even I took off for a week :p

The bottom line is we must remember to treat all members with respect. You don't call someone a crook because a third party payment processor is screwed up. Put things into perspective and don't be so fast to run one's mouth off - that's my advice. :thumbsup:
 

greasemonkey

Banned User - flaming
Joined
Jul 2, 2010
Location
USA
Some of the reps responses here have been great IMO. The fella from Betphoenix (nicholas johnson maybe?) did a great job answering questions but you guys are right, they are walking into a hornets nest and perhaps we should give them more of a chance to respond before attacking. I know I should. This was a great post, makes you think that we are human beings on both sides of the game.
 

dazlazz

Dormant account
Joined
Aug 15, 2007
Location
London, UK
Hi LH,

In my experience in the industry, a lot of the reps are newbies to the industry and are merely searching forums for `bad comments`, which they pass onto a manager - so don`t expect them all to get involved in most of the discussions, as they simply do not have the knowledge to comment.

Regards,

Daz
 

Rhyzz

Full Member
Joined
Jan 4, 2008
Location
United Kingdom
Hi LH,

In my experience in the industry, a lot of the reps are newbies to the industry and are merely searching forums for `bad comments`, which they pass onto a manager - so don`t expect them all to get involved in most of the discussions, as they simply do not have the knowledge to comment.

Regards,

Daz

Considering CM speaks to most of them and verifies that they have some degree of decision making ability, or at least have the clout within their company to pass it on to someone who can make a decision...I totally disagree with what you just said :)
 

dazlazz

Dormant account
Joined
Aug 15, 2007
Location
London, UK
Well Rhyzz, your entitled to your opinion, then again I have worked for quite a lot of gaming companies and this is often the case - original thread was why didn`t reps get involved in discussions?
 

zaaaaabaaaaam

Dormant account
Joined
Jan 13, 2011
Location
wonderworld
This is pretty much exactly right, in my experience. I know from dealing with the reps behind the scenes (on PABs and such) that they are usually -- not always -- aware of the threads concerning their casinos here on the forums. They often say exactly what Vegasbum has already said, they'd like to get involved but the hostility level is too high.

Unlike many of the posters here the casino reps usually don't get off on the confrontational aspects of forum life. And I for one find it hard to blame them: who goes to a party where you know you'll be the target of abuse if you show up?

Generally speaking I think it's safe to say that if the reps didn't get attacked so frequently they'd be a lot more willing to participate. I know how they feel.

Just like max said above. The hostility level is quite high in these threads and you more or less know that what ever "you" say it is going to back fire at you and the company.

Therefore it's mostly better to keep your mouth shut even if you want to speak up.

I imagine a lot of you guys know quite a few threads where the response from the reps have been attacked and it probably would have been better if he/she would have stayed silent, at least until they'd have something REALLY solid to come with.

And I can assure you that any thread with more than 20 posts on any major forum regarding a player issue at any casino, the casino will be aware of it within a few hours.
 

ksech

Dormant account
Joined
Jul 27, 2007
Location
Here
Since this seems to be an ever provoking question to many, perhaps we should ask ourselves...
How/what can we do to get the casino reps more involved with player issues?
Yes, PMs are nice, but it's a two-way street here too. If problems/resolutions are aired publicly between a player and a casino rep, perhaps more members would be less likely to be in "attack" mode when a casino rep DOES take the time to make an honest attempt to try to resolve important issues.

We all have to understand to a certain degree that a rep may not always give a reply we want to hear, BUT when players are repeatedly given the same repetitive response, then I feel this is where the "attack" mode kicks in. I know, I have been guilty of pressing issues, but perhaps we need to step back and give the reps a little leeway and start treating them as human beings instead of the enemy.

We all have rules we must abide by in our daily lives/jobs, the same goes for them. So, perhaps/maybe IF we put on our best behaviour forward, we can entice more reps to become interactive with this community...
 

maxd

PAB (Complaints) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
I have a proposal: if you want to invite the rep(s) to participate and keep the hostility towards them at a minimum, which is to say you want it to be about the topic and not about the bickering, try the new Rep Friendly prefix on your thread.

The idea is that this signals to the rep and everyone else that rep participation is both welcome and will be respected. In other words the thread is there to get the rep's input so no flaming, name-calling or general negativity toward the rep(s) will be tolerated.

If at some point the discussion becomes "unfriendly" towards the rep(s) us mods can either call for peace or close the thread since, by definition, it is no longer living up to its expressed purpose.

This is an unofficial experiment based on something I've seen in other (totally unrelated) forums. It is (of course) subject to Casinomeister's approval and may disappear at any time without prior notice. For now it is only available in this, the Online Casinos, forum. If it is a success and people like it it could, again subject to CM's approval, be extended to other forums.

So pass the word, let other folks know that Rep Friendly is there and how it should be used. Could be a good thing. Attach Removed (Old not found)

UPDATE: CM has just installed a new forum feature called "Thread Ban" which means that an individual can be kicked out of a specific thread but their ability to post elsewhere is unaffected. Obviously thread bans could be used in cases where a person is unwilling or unable to respect the Rep Friendly guidelines. Please feel free to use the "Report Post" feature where such abuse occurs:
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KasinoKing

WebMeister & Slotaholic..
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PABnonaccred
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Location
Bexhill on sea, England
I have a proposal: if you want to invite the rep(s) to participate and keep the hostility towards them at a minimum, which is to say you want it to be about the topic and not about the bickering, try the new Rep Friendly prefix on your thread.

The idea is that this signals to the rep and everyone else that rep participation is both welcome and will be respected. In other words the thread is there to get the rep's input so no flaming, name-calling or general negativity toward the rep(s) will be tolerated.
That is the best idea I've heard in ages! :notworthy

KK
 

petro

Dormant account, per user request
PABaccred
PABnoaccred2
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Nov 28, 2010
Location
Narnia
The one thing that is missing, are the reps. Where are they?
Yes, I have noticed this too. There is an ISP forum here in Australia that I regularly visit called "Whirlpool Forums"* and if you make a post about an ISP a rep. will post a reply within a few hours. And usually solve your problems.
I think what is happening here is that the online casinos just don't want to recognise Casinomeister. They want to be a 'law unto themselves.' The only exceptions I have seen are 3Dice and 32Red.


*This forum "Whirlpool Forums" is also very particular about the treatment of the reps. There is no "slagging off" allowed. And the forum is moderated very harshly with lots of banned members, locked topics, and removed posts.
 

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