I'm getting sick and tired of shoddy support.

[chayton]

Seriously....there's one pretty big MG group I've been playing at for a long time. I had to get on chat to ask about an account, the guy was like playing video games or something and left me hanging forever and when he responded it was like he wasn't even reading what I asked. After 20 minutes of my life wasted I did finally sort that out by using email support. For the past few weeks I've been having another problem with the same group - it involves an error when trying to deposit. Remembering how 'helpful' their live chat was, I didn't bother and just sent an email. They wrote back to send a mail with screenshots of the error attached. I did that. Then they wrote back and said that they couldn't receive attachments at the support email. So they asked me to send the attachments to some other address. I did that. Guess what? No response at all. After a few days I contacted the rep here. Again nothing.

sigh....so that's the first one.

Then yesterday I get a promo mail from another MG casino group - it says there's a free chip in my account, I go look and sure enough, there isn't. I shoot them a mail to see what's up - no frigging response. I don't care about the free chip, but the least they could do is write back and say it was sent in error. Or tell me to piss off. Something.

WTH???? Has everyone farmed out their support to some place with no internet access? BAH...I think some casinos are being uninstalled this week.

/rant

 

[H1_Roller]

chayton

I know how you feel. I try my damnedest NOT to contact CS on any online casino because it's at best an exercise in futility and, at worst, a hair-pulling experience.

 

[chayton]

Well maybe I'm spoiled because of a few casinos I've had to contact that have very good CS. But I was thinking - awhile back I did a post about River Belle and how good their CS is - after posting I wondered why it is that I felt compelled to post that. That level of customer service should be just normal, right? But it's definitely not.

 

[Nifty29]

I feel your pain Chayton.

Most of the time its like talking to a box of fish.

There's something else I'm also sick and tired of......being sick and tired.

 

[chayton]

Most of the time its like talking to a box of fish.

AHAHAAHAHAHAH - I never heard that one before! Ima gonna steal it!

 

[mattsgame]

Seriously....there's one pretty big MG group I've been playing at for a long time. I had to get on chat to ask about an account, the guy was like playing video games or something and left me hanging forever and when he responded it was like he wasn't even reading what I asked. After 20 minutes of my life wasted I did finally sort that out by using email support. For the past few weeks I've been having another problem with the same group - it involves an error when trying to deposit. Remembering how 'helpful' their live chat was, I didn't bother and just sent an email. They wrote back to send a mail with screenshots of the error attached. I did that. Then they wrote back and said that they couldn't receive attachments at the support email. So they asked me to send the attachments to some other address. I did that. Guess what? No response at all. After a few days I contacted the rep here. Again nothing.

sigh....so that's the first one.

Then yesterday I get a promo mail from another MG casino group - it says there's a free chip in my account, I go look and sure enough, there isn't. I shoot them a mail to see what's up - no frigging response. I don't care about the free chip, but the least they could do is write back and say it was sent in error. Or tell me to piss off. Something.

WTH???? Has everyone farmed out their support to some place with no internet access? BAH...I think some casinos are being uninstalled this week.

/rant

Not so much shoddy but arrogant

They will get paid regardless of how they treat you, it shits me when you get 1 or 2 word answers and they leave you hanging,even worse is when there talking to you in another language, I sit there going WTF does it say I'm Spanish :/ Wouldn't like to see half of them in retail or in a commission based earning job.

They need to take a leaf out of 32Red, 3Dice and Jackpot Capitals CS these guys don't brush you off and will take the time to chat/answer your questions.

 

[KasinoKing]

Has everyone farmed out their support to some place with no internet access?
BAH...I think some casinos are being uninstalled this week.

/rant

I think you should name (& shame) the casinos in question here in this thread.
If you let them get away with this, they will just keep doing it.
It's just NOT good enough.

KK

 

[The Dude]

I remember years back, the Bellerock chat support would be running several screens at a time. You would ask a question and it would take literally minutes to answer - they were busy in another conversation. It was maddening. And they were nearly booted off of the site for this. But this was years ago - hope it's not happening again.

 

[Nate]

I remember years back, the Bellerock chat support would be running several screens at a time. You would ask a question and it would take literally minutes to answer - they were busy in another conversation. It was maddening. And they were nearly booted off of the site for this. But this was years ago - hope it's not happening again.

This is common occurrence with a few Accredited Casinos. It really depends on how 'Fast' the operator taking your query really is. I'm almost certain that one or two operators are constantly dealing with bucket loads of customers at the same time.

Nate

 

[The Dude]

This is common occurrence with a few Accredited Casinos. It really depends on how 'Fast' the operator taking your query really is. I'm almost certain that one or two operators are constantly dealing with bucket loads of customers at the same time.

Nate

Yeah, I don't mind CSRs multi-tasking. It's just when their service tanks because they are understaffed that I find it unacceptable.

 

[rainmaker]

.

I am also surprised by the lack of professional level with CS sometimes, especially Live Chat (we have seen many examples in this forum). Thankfully, I have never experienced bad CS at "my" casino, Centrebet.

I would advise people to use e-mail support instead of live chat if possible. E-mail support will often give you better advise/help.

 

[LondonDJ]

One thing that's interesting to me is the range of CS experiences I've had at my "main" casino. There are a few excellent CS reps who are really fast, who don't leave me hanging for ages and who TELL me if their system is slow that day or whatever (the last bit makes a huge difference). Then there are the majority who are solid, take a while but get stuff done eventually. Finally, there are instances when my name has been spelt wrongly, where I've been spoken to in French or pidgin English littered with errors, or left hanging for absolutely ages. All experiences from the same casino.

I think the big difference seems to be which CS rep I get. Just like a call centre, some are excellent and I feel like they WANT to help me, and some would rather be somewhere else.

Good thread

 

[chayton]

I remember years back, the Bellerock chat support would be running several screens at a time. You would ask a question and it would take literally minutes to answer - they were busy in another conversation. It was maddening. And they were nearly booted off of the site for this. But this was years ago - hope it's not happening again.

No it's not Belle Rock, I've actually posted on how great their customer service is lately.

This is one chat I had at the casino group I'm talking about: https://www.casinomeister.com/forums/threads/weird-experiences-with-live-chat-lately.44879/ but to be fair, the next day I talked to someone who told me right away that I had to email support, and email support opened the account and everything was fine.

I'm just frustrated now that nobody seems to want to help with the problem I'm having NOW. But whatever, if they can't fix the error that keeps me from depositing, I'll just play elsewhere.

 

[felicie]

I've often wondered how or if a person say like me could apply for a job at an online casino cs. Don't laugh, I have no idea how it works but I've wondered about it I've actually been pretty lucky in my dealings with cs the past several years except for a couple jerks at jerk casinos lol and they really weren't much worse than dealing with state employees like the DMV or something. They treat everyone like we're idiots or up to something no good.
I've said it before though and one more time wont hurt; you should never get smart and sassy with cs while waiting for them to get your money out to you. Never. They don't take very well to that sht. lol

 

[hannie]

I called once to Mr. Green for deposit trouble middle of the night to the swedish CS, for a few months ago and when she answered the phone, it seemed like she was busy with something special, then she gave the phone ​​to a man and he was even more special, then suddenly i heard the woman say "harder" in swedish in the background and I heard clapping sounds, while I do not believe what i heard, he said to me wait 5min, then I realized what was going on. I was really red in the face, but i took the speaker so that my boyfriend could listen to this conversation, after waiting they hang up and i could not belive what i really went thru i wish i was joking about this but its all true

i must say after that i dont take them seriously.

 

[rainmaker]

I called once to Mr. Green for deposit trouble middle of the night to the swedish CS, for a few months ago and when she answered the phone, it seemed like she was busy with something special, then she gave the phone ​​to a man and he was even more special, then suddenly i heard the woman say "harder" in swedish in the background and I heard clapping sounds, while I do not believe what i heard, he said to me wait 5min, then I realized what was going on. I was really red in the face, but i took the speaker so that my boyfriend could listen to this conversation, after waiting they hang up and i could not belive what i really went thru i wish i was joking about this but its all true

i must say after that i dont take them seriously.

What

hehe...that was funny!

They are probably understaffed and was just making some new recruits. Mr Green babies

 

[hannie]

What

hehe...that was funny!

They are probably understaffed and was just making some new recruits. Mr Green babies

LOL, I know it sounds insane, but believe me i know what I heard
But what really gave me a shock was the way they were, they were totally care about it.


i guess a man and a women locked in the room cant just look at each other:lolsign:

 

[Temperance Fox]

But you don't know what happens to italian people....after waiting half an hour, "Hi , this is Minny, how can I help you? " ...and then you start writing "Hi, please ..." than LC closed and it appears " sorry Italian support is not available" but

1) do they think Italians cannot speak two english words (bonus,wager,and so on...?

2 and if they cannot, why the advise is written into english???

Than if you , after filled the form with your data, before LC, write "I can speak a little English" quite speedy like a desperate, they answer "Good!!! Please could you confirm....name, surname, address, cell, date of birth,name of the seven dwarfs, last time you made love...."

Yeah! better emails,don't be sad sick or tired!!!Think pink

 

[chayton]

"Good!!! Please could you confirm....name, surname, address, cell, date of birth,name of the seven dwarfs, last time you made love...."

I totally think they farm out some support to people who work from home. I once had to call support for I think it was a casino in the minivegas group. I called, the phone rang a couple times and then this guy mumbles "hello" - I thought at first I'd dialled the wrong number so I asked if this was such and such casino, he said yeah, I asked whatever I wanted to ask, he's like "hang on..." and he's grunting and snuffling in the background and speaking really quietly like there's someone asleep in the room with him. Maybe I got the same support that hannie did - just 10 minutes later!

 

[LHofsdal]

My favorite is where it says to type your name, I put in my name Lori, and one time the CSR got on the chat, and said "Well Hello Raberta, it has been a while since we last chatted." I replied, Who is Raberta, my name is Lori. The CSR answered back, "How can I help you?" I told him that I wanted to know what methods they had for withdrawals since all the stuff that has happened in the gaming industry. His reply," Raberta, you need to make a deposit before you can make a withdrawl." So I replied, Can you check LHofsdals account to see what withdrawl methods she has available.(This is the best), He replies, "Raberta, I can not discuss another players account with you."

Now mind you, all the while in the chat is says my name is Lori everytime I type something.

Tell me he wasn't doing something else or on something. lol

LH

 

[vinylweatherman]

My favorite is where it says to type your name, I put in my name Lori, and one time the CSR got on the chat, and said "Well Hello Raberta, it has been a while since we last chatted." I replied, Who is Raberta, my name is Lori. The CSR answered back, "How can I help you?" I told him that I wanted to know what methods they had for withdrawals since all the stuff that has happened in the gaming industry. His reply," Raberta, you need to make a deposit before you can make a withdrawl." So I replied, Can you check LHofsdals account to see what withdrawl methods she has available.(This is the best), He replies, "Raberta, I can not discuss another players account with you."

Now mind you, all the while in the chat is says my name is Lori everytime I type something.

Tell me he wasn't doing something else or on something. lol

LH

Yet he was quite happy to discuss Raberta's account with you, even though you told him you were NOT Raberta. This is a serious security problem, not just shoddy support. The CS agent knew they were supposed to be secure in discussing accounts with the correct player, yet through incompetence could so easily be "tricked" into discussing an account with "another player". A support weakness such as this can be exploited by the unscrupulous fraudster, who will try repeatedly to "set" this error when speaking to CS in order to gather information about other accounts.