I like scratching...

Since Ladbrokes are now Meister Accredited, has anyone tried firing a rocket up the *** of the casino contact here?

https://www.casinomeister.com/forums/members/

Would be interesting to hear what he has to say about this poor CS...

KK
 
I've come late to the 'scratchcard party' too - after reading of these 100 wins everyday - I've no doubt they fixed this somehow, from reading everyone else & my own experience - as my average has been 5, the highest 10.Always pays to get in first, I suppose.
 
3 emails sent, one to each of the addys listed on the website. All emails were auto-replied stating they had been received.

No reply. 4+ days and counting.

Something needs to be done about their CS, as I cant even deposit at the moment and nobody will tell me why :confused:
 
3 emails sent, one to each of the addys listed on the website. All emails were auto-replied stating they had been received.

No reply. 4+ days and counting.

Something needs to be done about their CS, as I cant even deposit at the moment and nobody will tell me why :confused:

It seems that they will only reoly when they have bad news for you. They told me of my wagering spread over 2 consecutive days in detail and although the total wagering exceeded their $50 WRs quite substantially, they were adamant that you have to have to complete the WRs over 1 day. The Ts and Cs are vague as it only states that you CAN get a new scratchcard every day but didnt specifically state the time slot for completion of WRs. I am not arguing with them though as it is likely that the scratchcards would have been 0 -$10 now anyway.

Where they cannot come up with any plausible explanation, they seem to choose the easy way out and not respond which is ridiculous given their polished brand name. What's the matter with you Laddies?
 
Cock-up

It turns out they cocked up with me too!
I had 4 winning scratchcards, but only two were ever credited. I completed the claim process properly on all 4.

I sent an E-mail, and despite negative expectations had a reply (it was escalated to promotions) followed by being told they had no record of the missing claims but credited the 10 anyway.

Resolved, but it exposes a problem in the system used to run the scratchcards. They tell me the December promotion is different (well, yes - you pull a cracker instead of scratch a card, but it is the same beneath the fancy graphics).

The wagering needing to be completed in a single day is implied, but "day" is not defined. It is probably the UK day (in GMT), although some UK based casinos operate in EST, and this is probably how wagering can spread over 2 days even though the player did it in a single session.

I am off to a better start though, my first cracker was 10 - that damn slot just keeps eating money though, I need a few 100 crackers to make it up.

The rep needs to be woken up to address these problems of no replies for some players.
 
I am off to a better start though, my first cracker was 10 - that damn slot just keeps eating money though, I need a few 100 crackers to make it up.
I haven't seen the 'Cracker Promo'... :confused:
Which slot(s) do you have to play?

Sounds good - it's been a very long time since I pulled a cracker! :p
 
I haven't seen the 'Cracker Promo'... :confused:
Which slot(s) do you have to play?

Sounds good - it's been a very long time since I pulled a cracker! :p

It's similar, deposit & wager 50 on Santa Paws or Tomb Raider, or 500 on the nominated table game (one of the roulettes I think).

I am worried that this 10 cracker has fallen through the cracks in the claim process, and I have had to give them a nudge. They will get back to me in 24 hours, but the crackers come as quick as this and there is going to be a pile up if I have to go through CS each time.
I don't want to play another till this first one has been credited, as I suspect this may have been what messed up the claims last time.

At least they are answering my E-mails:D
 
Hey, you guys need to let me know if there is a problem contact a casino rep. :confused:

Sometimes people move on and their forum account becomes stagnant. Or sometimes they need a friendly reminder to get their act in gear :D
 
Hey, you guys need to let me know if there is a problem contact a casino rep. :confused:

Sometimes people move on and their forum account becomes stagnant. Or sometimes they need a friendly reminder to get their act in gear :D

By the way, there are three reps here. Which one(s) did you try to contact?
 
Ladbrokes Casino Customer Services

Hi Nifty29 I am sorry to hear of your issues with our Customer Services and have replied to you through a private message dealing with your specific concerns. I hope that a satisfactory resolution is underway further to your conversation with Tyrone Ruiz this morning.

On a general note, I have been in discussion with our Customer Services to address the concerns of this thread regarding our customer service standards. The information below will hopefully remove any doubts as to the level of service we provide as one of Casinomeisters Accredited Casinos.

Our Customer Services Manager (Tyrone Ruiz) has confirmed that in November we responded to all emails, 97.2% of them within our service level response time of up to 12 hours.

We pride ourselves in delivering our customers an excellent experience, and as part of this aim to respond to all queries within a reasonable time. If any customers have a really urgent issue, they can of course call us on 0800 032 1133 (International: +350 43003) and get an instant response.

Please note if there are major systems issues then service levels are impacted. However, recently there have been no occurrences of this.

I hope the above information helps alleviate the concerns that have been raised on this thread and we are working to resolve the issues that have been raised.

Natalie
 
Our Customer Services Manager (Tyrone Ruiz) has confirmed that in November we responded to all emails, 97.2% of them within our service level response time of up to 12 hours.

This doesn't sit well with me. I receive automated emails and promotional emails no doubt sent to many people at once, but did not receive a single reply to the three emails I sent in the last week of November. Now, the fact I get automated emails means it is not bouncing on my end. I am even getting reports that the emails I send have been read.
 
This doesn't sit well with me. I receive automated emails and promotional emails no doubt sent to many people at once, but did not receive a single reply to the three emails I sent in the last week of November. Now, the fact I get automated emails means it is not bouncing on my end. I am even getting reports that the emails I send have been read.

This means nothing, the same stock report can come from ANY casino. The only difference being how long it took them to "reply to all E-mails". It is clear that there are many casinos who certainly do NOT reply to "all E-mails", but only a certain percentage.
If you receive the automated ones, then there is nothing at your end blocking them (assuming you are not using spam filters). If you receive the read receipts, then this means that they have been received, since this has to happen before someone can read them. If no reply is forthcoming, then it looks like no reply was given. Most likely, the CS bod who read it did not reply, but merely forwarded it to "the appropriate department". This "appropriate department" may not have received it due to internal communication issues, or there was confusion as to who was supposed to reply to the player, so no-one did. Because of the way these support centres work, the original bod who read it has washed their hands of the matter, having passed it on, and does not check to ensure that you have received a resolution.
Occasionally, you get a support centre that is rather better, and you DO get unprompted follow up.
It does not matter how often this subject comes up, support centres always seem to let players down, and then it does not matter HOW good the underlying operation is, the customer has received bad service, and feels let down, and this could lead to the underlying organisation losing that customer to a competitor (who will most likely let the customer down anyway, given how this kind of industry works in general).

PS - how about an emoticon for "resigned to having to put up with......."
 
There's no doubt Ladbrokes are very good in a lot of areas; good promotions, reliable payment processing and a good "household name"... I understand also that a group of this size will have standard response times and target levels...

But 12 hours? To respond to an email? Wow.

If my business did that we'd go bust...
 
Gone Crackers

Yesterday, I didn't get my cracker to play, so I decided to double check the terms to make sure I did play the right slots, as they changed on the 8th to Ho Ho Ho and Gladiators. Guess what - it's gone:confused: Nothing, as if the promotion never existed!
It looks like it was pulled on the 7th, before the games changed, but was posted as taking place over the 8th and 9th this weekend with new games.

I was able to find a mention of it in the viper lobby, but clicking on the link gets the error message "promotion expired or does not exist".
This is hugely disappointing, not just it's demise, but the fact no-one even told the web page programmers, let alone the players taking part, and I played two days running in the belief the promotion was running "business as usual".

Support will "get back to me in 24 hours", which meant I could have played yet ANOTHER day to no avail before finding out (which I was about to do when I went to make certain I had not misread the names of the slots needed to be played).
 
The promotion they sent me links to their website which explicitly states that you need to deposit $50 and play $50 on HO Ho Ho or Gladiators to get a cracker. The promotional times are from 00:01 GMT on 8 Dec to 23:59 GMT on 14 Dec.
 
The promotion they sent me links to their website which explicitly states that you need to deposit $50 and play $50 on HO Ho Ho or Gladiators to get a cracker. The promotional times are from 00:01 GMT on 8 Dec to 23:59 GMT on 14 Dec.

Yes, I got that, but yesterday was unable navigate there, and the reference to it in the casino lobby linked to an error message. However, all has now been revealed:-

---------------------------------------------------------------------
Dear Customer,

We would like to inform you that due to a technical issue with our Daily Cracker Promotion, today you should receive your cracker for your play on Saturday 8th instead of receiving it on Sunday 9th.

We apologise for any inconvenience caused.

For more details on how to qualify for a daily cracker please visit our current promotion page
You do not have permission to view link Log in or register now.
.

Kind regards,

Ladbrokes Casino

Promotions Team
---------------------------------------------------------------------
I suspect this same problem caused the website error rendering the terms unavailable.
About an hour after this message, my crackers came through. So it seems this was a case of genuine technical error, not a sneaky pulling of the promo. Sadly, the way things are now, too many casinos pull stunts like this, that a "stunt" seems the most likely explanation.
It is a pity that all CS could say was "it has been referred...... please allow 24 hours....". If this were 32Red, say, they would have immediately said there was a technical error and that the promotion itself was still running. It seems Ladbrokes support are not up to this standard, and I get the impression the front line CS actually know little about the business and can only refer matters rather than respond directly.
It comes as a disappointment to see a big UK brand spoiled by this rather mundane standard of CS, not at all in keeping with it's brand image.
 
BTW, the free spins are crap. 50 spins at $0.01 at ten lines for Gift Rap = $5.00 worth of spins. They dont even give you the max no. of lines to bet on.
 
Thanks! :thumbsup:

As per my previous post, you need to deposit & play 50 chips on Santa Paws each day.
But you can 'deposit' just by moving your funds into & out of the sportsbook every time you play. If you don't do this (or don't deposit new funds) you wont get a card.

Good luck! :cool:
(I got another 10 today).


Err, No!!!! It seems, although for some reason this works, it is clearly not meant to.

I queried the lack of a cracker over the weekend and got this:-

--------------------------------------------------------------------
Thank you for your e-mail.

After checking our system and records we can see that you did not in
fact make a fresh deposit of 50 on Saturday 17th. As this is part of
the terms and conditions we cannot therefore issue you with a cracker
for your play on that date.
---------------------------------------------------------------------

So I informed them that I had transferred from the sportbook, and that I had been told that was considered a "deposit", and they replied:-

---------------------------------------------------------------------
hank you for your e-mail.

Unfortunately the terms and conditions as shown on our website clearly
state that you need to deposit, purchase and play. Please go to the
website to confirm this for yourself. Information that is received from
other players at forums is not the best way to confirm terms and
conditions
for any of our promotions and we do always give these on our
website. It is considered not in the spirit of the promotion to use a
bonus that is given to you by us to qualify for another promotion
and
this offer is run on a day to day basis and the full terms and
conditions to apply.
----------------------------------------------------------------------

Looks like they are riled, and what's the betting they will be looking at other accounts that were just transferring from the sportsbook instead of depositing into the casino from, say, a card or Neteller.

It's bloody stupid though, I have to transfer to the sportsbook in order to withdraw, and the WR of the 10 prizes is easily met by depositing an additional 50 and wagering another 50 on the game of the week, so there is no transferring of any live bonus into the sportsbook and back again, these are cleared funds - but still, they clearly call it "abuse" (although in more polite language). All I have to do to comply is to withdraw from the sportsbook, and deposit DIRECTLY "another 50" each day from Neteller into the casino. The end result is the same, except they are dealing with all those tiddly withdrawals from the sportsbook - and doesn't this mean that full compliance actually costs them more just so that each day's 50 is a "new one".


I will have to make sure that the 50 I deposit is NOT the same one as has been withdrawn from their sportsbook, so to that end, does anyone know how the money is stored in Neteller so that I can make sure I am not using the same funds, but rather some of the 300 I withdrew from Golden Reef last night instead:rolleyes:

It may already be too late, I may already be marked as "no Christmas for him any more" on my account.
 
Err, No!!!! It seems, although for some reason this works, it is clearly not meant to...
D'oh! Why did you tell them??? :axeman:

When they first started imposing this rule I contacted CS and said, 'do you really want me to make a 50 deposit 31 times in a month, and several withdrawals too? - doesn't that cost you in fees?'
To which they replied 'Yes' (to the first part)
This is fricking stupid beyond belief! :eek:

But I went ahead & tried the sportsbook thing anyway, and it worked for me :thumbsup:

Guess that's the end of that then - mind you, those crackers have been total shite! I think I've had 2 x 5 and 4-5 free entries into a draw to win a Caribbean holiday.
Total bollocks compared to last month.
Baaaa humbug!
;)
 

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