I've had some sour moments as well with CS at Go Wild, but all was solved in the end to my full satisfaction. I can fully appreciate the OP's irritation though, especially the patronising attitude. Free spins and bonuses in my experience are always manually entered on the spot by whomever is available at chat, apparently cashbacks are a different story? Flushing is sometimes a bit of a drag, because CS have to send an email to finance. However, my withdrawals are usually in my Neteller account within 10 hours or less, so that's good (except for weekends, but I did once receive a withdrawal on Sunday).
I use the live chat service on their website and click on the icon "email" on top of the chat screen. This has always worked for me; the chat is sent to my email address and I don't have to do any copying and pasting.
No offense, but really, I can understand why the managers are NOT in at 7am. Can you not say, read a book or watch TV and wait for it to come in?
I can't understand why CS can't simply do their job and actually HELP a player by sending a copy of a transcript without fuss once it has been requested. CS are there to help, not throw up obstacles. Don't forget, it was initially a flat refusal under any circumstances to send the transcript, is was only the OP getting irate and piling on the pressure that extracted the long winded procedure of sending in an email and then having it emailed back. What exactly is such a big deal that CS reps can't simply click a mouse and trigger the email that the player themselves could trigger from within the chat session itself.
It is starting to look like this is outsourced CS, not Go Wild's own staff any longer. This would explain the "jobsworth" adherence to "procedure" just for the sake of it, and the need to check back with "a colleague" for what should be simple CS issues resolved on the spot.
Also, not only is there no phone number, but they flatly refuse to even call players back to help resolve an issue. This is a case of hiding behind outsourced support when it comes to interacting with the customers, making sure that all contact is handled, maybe filtered, by this support centre.
This was not the case before. There WAS a phone number, and you could contact a VIP manager directly (if you were VIP of course). VIPs would also get additional offers emailed direct by their VIP manager, bypassing the front line CS.
It now seems that everything is outsourced, and Go Wild don't themselves want any direct contact with their players, not even VIP ones it seems. I suspect the owners bailed right out of Croatia, and rather than set up again, decided to hide behind outsourced support rather than face another police raid in another jurisdiction that could round up the board, even the owners, themselves.
The problem is that outsourced support with only limited authorisation to provide support causes players to experience a frustrating, often poor, level of service. Fed on a regular diet of this, a player WILL "walk in irate" to an issue, and not need additional "jobsworth" attitude from a CS rep to wind them up. The OP seems to be still irate having experienced previous poor service over an earlier issue, so was in no mood to tolerate more of the same, even if this meant an innocent CS agent got a monitor full of attitude when trying their best to help. CS reps are often seen as "the company", and limbs of the same faceless organisation. They sit in the firing line, human shields to absorb the flak that should really be for the managers' sufferance.
I speak with my VIP manager all the time via his email for offers requests and promotions
Who says they don't have phone numbers?
Phone - Toll Free Numbers:
United Kingdom: 0-808-120-3629
All the time that you've posted here and followed the thread, have you actually sent an email as requested asking for a chat transcript?
you can try [email protected] as well as CCing [email protected]
By the way, I logged on and opened livechat to test whether cutting and pasting works (glad I did, found $15 lol)
As you can see, it works just fine:
You are now chatting with Maya
Maya: Hi! Welcome to GoWild
Maya: It is lovely to have you with us, James
Maya: How are you today?
Me: good morning maya; I just logged on and found $15 (how wonderful). What is that from kindly?
Maya: I will take a look into your account, James, and I will come back in just a moment
Maya: This is a special gift from the affiliate from which your registered on our casino and that was issued this morning :
Me: that's very kind
Me: thank you for your time Maya
Maya: It was all my pleasure, James
Maya: I hope you will enjoy a lot your gift
Me: thank you, have a great day
Maya: I wish you the best of luck
Maya: Thank you very much, I wish you a wonderful Wild day
No, but then, it appears to be a problem with YOUR pc and nothing to do with Gowild; hence her suggestion you email your manager
Doubtful, since there never appeared to be a manager involved until now, probably just a senior clerk , supervisor or floor manager; and they now graciously gave you free spins. CSRs aren't gods; they're clerks and don't know everything, sometimes all they can do is help and try their best. As you can see, the situation was rectified in a timely manner and they compensated you for it
Bet you'll take the free spins though Perhaps it's better you deposit elsewhere; perhaps someone will bend so far backwards for you, you'll finally be happy.
Look, you really need to educate yourself about this. There's only ONE reason to choose one microgaming casino over another, and that's service (support, bonuses, withdraws, deposit options etc). So, if you think 32Red treats you better, then play there. But if you think one magically pays better than another, then you're deluding yourself. It's the SAME software.