Intercasino - What a joke

Flyer187

Senior Member
PABnoaccred
Joined
Sep 13, 2005
Location
England, UK
Evening all,

A little heads up to all the guys at Casinomeister to avoid Intercasino like the plague.

I ended up having to contact Jane Bentley via Casinomeister in order to have an account query looked into - my email was not responded to by Jane (casino management or whoever masquerades as her) for over a week.

Inept support = my Intercasino account closed.

Head over to 32RED for some real customer service via Pat Harrison et al.
 

mamgamb

Banned User - multiple forum accounts - violation
Joined
Apr 7, 2006
Location
England
I agree the support is crap, but apart from that they're extremely reliable in terms of payments which is the important part!
 

Jane Bentley

Casino Representative
Joined
Jan 10, 2005
Location
UK
Hello Flyer187

The service which you have received is not by any means the standard which I personally strive for. We have received a unusually high level of emails to our call centre this month due to our change in bonus mechanics. I have been at our call centre for the last 3 weeks dealing with these issues and ensuring that all our staff our fully up to speed with these changes. For these reasons, I have not been able to keep fully up to date with my personal inbox. I can assure you that my team and I are working very hard to provide a high standard of customer service.

I can only apologise for the service which you have received.

Regards
Jane
 

hbears341

Dormant account
Joined
Apr 5, 2006
Location
Somewhere
Regardless of the situation, if you can respond for a week that is very poor business practice.

I know I'd be very upset as well.

May be time to hire some more employees?? :oops:
 

Flyer187

Senior Member
PABnoaccred
Joined
Sep 13, 2005
Location
England, UK
I appreciate the response Jane but its a little late to be apologising now.

My accounts closed, no suggestion of any positive outcome from yourselves, another player lost.

As I said in my original post, avoid Intercasino like the plague (unless you feel like waiting over a week for support who obviously are'nt interested in either their customers or offering a high level of service to the paying players)
 

gfkostas

Ex-Bonus Whore
Joined
Sep 3, 2003
Location
London
For a long time now we have been deep throating the same excuses. "Sorry but due to unusually high level of emails/calls we are not able to respond as quickly as we would like" blah blah blah blah. Ok that happens sometimes for a certain period of time but not forever! That has been going on for ages why don't you employ more people if they are needed? Am completely dissapointed by these 'top class' casinos.

I said it once and i'll say it again. We would prefer less apologies and more service


32red :notworthy
 

gfkostas

Ex-Bonus Whore
Joined
Sep 3, 2003
Location
London
I think it's a good thing that casino reps are willing to contribute to this forum.

I think it's a bad thing that we have ended up coming to forums in order to get swift attention from the casinos. It is quite evident that there are more chances in getting a rapid reply from the casinos here than waiting to get a reply in your inbox. This and only this is quite pathetic.
 
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gfkostas

Ex-Bonus Whore
Joined
Sep 3, 2003
Location
London
grind that axe, gf!

I don't understand why you perceive me as someone who is at war. Am not here to wage war on anyone am just stating what I see. You do sound as if what many of us have been saying on various threads about the lack of support
is of minor scale and irrelevant since you don't get back to me with any of the points cited. If you find acceptable to wait couple of days to get a reply from a casino fine but we don't!
I would appreciate if we all stick to the subject at hand and refrain from diverting into personalities and various writing styles.
 

gfkostas

Ex-Bonus Whore
Joined
Sep 3, 2003
Location
London
Tennis_balls,

Your responce to a debate in which you are unable or unwilling to handle is to give out negative reputation points? lol....
Please lets stick with constructive posts.
 
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tennis_balls

Dormant account
Joined
Mar 18, 2006
Location
Albuquerque, NM
you complained about slow service. the rep agreed with you and then offered an apology and explanation. you then complained some more and dissed the reps explanation as a "mantra" or "blah blah blah".
 

gfkostas

Ex-Bonus Whore
Joined
Sep 3, 2003
Location
London
you complained about slow service. the rep agreed with you and then offered an apology and explanation. you then complained some more and dissed the reps explanation as a "mantra" or "blah blah blah".

As I said before if you were more experienced you would know why I used the word "mantra" and critisize them for evasive excuses. I don't quite understand why you are acting as their solicitor.
Here we are trying to make casinos realize that they have to raise their game if they want to see our money again and you seem "offended" by that. So be it
 

gfkostas

Ex-Bonus Whore
Joined
Sep 3, 2003
Location
London
An apology is good as long as it is turned into a positive change otherwise it's an empty word. Let me give you an example:

Apologizing to my girlfriend when I have cheated on her is only good as long as I meant the apology and as a result of really accepting my mistake (which is what the apology implies) I have changed for the better. If I cheat on her again and I go back to apologize would you accept such an apology with an open heart?

If you knew how many times we have heared "things will get better" with regards the customer support department you wouldn't take their apologies as easily. I hope am understood
 

Jane Bentley

Casino Representative
Joined
Jan 10, 2005
Location
UK
Hello Flyer187,

We looked into your complaint about game fairness and made a decision based on our game logs. We also gave you a credit as a gesture of goodwill. Unfortunately this outcome was still not to your satisfaction.

Regards
Jane
 

WagerWitch

Dormant account
webmeister
Joined
Oct 16, 2003
Location
Alaska
Thanks

Jane - seriously thanks for taking the time to come in here and making a comment.

I think that the industry is changing - and trying to meet the needs of thousands of different personalities - all wanting their money's worth of entertainment or winnings.

It's hard to please us all.

I agree that it's time for customer service to become top notch EVERYWHERE - which means spending more on staff and training more people - But I sincerely appreciate your public effort to make an open statement and apology.

WagerWitch
luckymeki
 

henryVIII

Dormant account
Joined
Jun 7, 2006
Location
UK
Tennis_balls,

Your responce to a debate in which you are unable or unwilling to handle is to give out negative reputation points? lol....
Please lets stick with constructive posts.

gf ... I think tennis balls is all cross because you have not shown the normal ettiquette of fawning over a rep for condescending to post in response to continued bad service.

This is what you need to post if a rep or affiliate ever posts again .. :notworthy

That should keep tennis balls happy.

KNOW YOUR PLACE GF !!! lol.
 

henryVIII

Dormant account
Joined
Jun 7, 2006
Location
UK
Oh and tennis balls bad repped me, with the comment ..

"poor form to make such a flippant comment to a rep that has the guts to come here to a public forum and apologize"

The guts ??? Ha ha ha ... unbelievable. lol.
 

cipher

Banned member - being a jerk
Joined
May 15, 2002
Location
Visalia, California
When I get an Email from Ryan Hartley just last week (after posting on this subject and after closing my Platinum account there at Intercasino) inquiring as to what the problem is that I had with Intercasino some months ago. I've got to consider the fact that Ryan Hartley did not respond to no less than 5 emails months ago tells me one of two things.

1) Hartley didn't chose to respond to (5) emails back then because he didn't feel the need to respond then.

or 2) That Hartley mysteriously never received the emails, and that's not satisfactory in either event.

Have a good one.
 

gfkostas

Ex-Bonus Whore
Joined
Sep 3, 2003
Location
London
This is what you need to post if a rep or affiliate ever posts again

Respect is earned it is not given by a virtue of being a casino rep. When you are aware of a problem and you do nothing to expose it you become a part of it.


Oh and tennis balls bad repped me, with the comment ..

"poor form to make such a flippant comment to a rep that has the guts to come here to a public forum and apologize"

LOL:lolup: you should knew better and I hope you responded likewise;) .

In a more serious note I didn't know that if someone apologizes we oughta lick their bum for it. NOT!:mad:


;)
 
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happygobrokey

Dormant account
Joined
Jul 24, 2006
Location
canada
i've come to realise player and casino have a delicate relationship. inter, mansion, wh etc offer good bonuses and then are told to be given a break on slow email cs. other places have reps who respond here and get cut to shreds based on who they represent.

personally, live chat is the best way to at least have one's question listened to, whether it gets referred to the proper people or not. waiting 3+days for an email wrt one's account is unacceptable. having a live person to handle things and forward complaints 24/7 is the only responsible way to do things, and even terrible casinos have live chat.

if live chat is such a hassle, could we at least enforce a 1,2,6 even 12 hour guarantee for email response time? casinos want our action and we want our accounts available and showing our proper balance. a certain standard wrt bonus wr's is also a huge helper to the average player, which cryptos do fully adequately with the my bonuses tab via ecash-ier.

speedy response keeps everyone happy! a rep could even respond to live chats when a robot can;t solve it via mobile phone or any computer, so not hard to get live chat up and going as standard for any site?? am i off base? i just think communication is key for a fair resolution to any questions/concerns.
 

chuchu59

gambling addict
PABnonaccred
CAG
Joined
Sep 26, 2004
Location
SOMEWHERE IN ASIA
i've come to realise player and casino have a delicate relationship. inter, mansion, wh etc offer good bonuses and then are told to be given a break on slow email cs. other places have reps who respond here and get cut to shreds based on who they represent.

personally, live chat is the best way to at least have one's question listened to, whether it gets referred to the proper people or not. waiting 3+days for an email wrt one's account is unacceptable. having a live person to handle things and forward complaints 24/7 is the only responsible way to do things, and even terrible casinos have live chat.

if live chat is such a hassle, could we at least enforce a 1,2,6 even 12 hour guarantee for email response time? casinos want our action and we want our accounts available and showing our proper balance. a certain standard wrt bonus wr's is also a huge helper to the average player, which cryptos do fully adequately with the my bonuses tab via ecash-ier.

speedy response keeps everyone happy! a rep could even respond to live chats when a robot can;t solve it via mobile phone or any computer, so not hard to get live chat up and going as standard for any site?? am i off base? i just think communication is key for a fair resolution to any questions/concerns.

I agree that live chat is possibly the best way to handle most issues and many casinos did have this about more than a year ago. However, this service is now not available for most casinos. I just cannot understand why. Is it because of the cost or are the casinos trying to buy time by not having immediate service and this could be akin to pending withdrawals in reversible mode where if irate players do not get answers they get agitated and simply gamble their funds away especially if the queries relate to cashouts.
 

johnsteed

Dormant Account
Joined
Apr 24, 2005
Location
N/A
***


happygobrokey

personally, live chat is the best way to at least have one's question listened to, whether it gets referred to the proper people or not. waiting 3+days for an email wrt one's account is unacceptable. having a live person to handle things and forward complaints 24/7 is the only responsible way to do things, and even terrible casinos have live chat.


Yes, even the worst ones in the industry still offer live chat. Eons before I started coming to "Casinomeister.com", when I had assumed that all PlayTech's (minus "BlackWidow"... I always thought it seemed EVIL) were the cat's meow, I figured that only the most legitimate operations offered live chat.

Nope.

Some of the best operations don't, but they should. Seeing how there are enough operations out there who carry live chat, what's holding back the others at this point? This question is directed primarily to the elite operations that exist.


On the other hand, it's funny that some of the worst operations carry live chat. Not only do those running/operating those casinos piss-off their customers with delayed/non-payments, they hire online operators to be punching backs, having to sweet-talk (or not...) their way out of impossible jams. Geez, would I EVER love to be a online operator for "Cirrus", "Joyland", or a "Club Dice"! Fun!!!


chuchu59

I agree that live chat is possibly the best way to handle most issues and many casinos did have this about more than a year ago. However, this service is now not available for most casinos. I just cannot understand why. Is it because of the cost or are the casinos trying to buy time by not having immediate service and this could be akin to pending withdrawals in reversible mode where if irate players do not get answers they get agitated and simply gamble their funds away especially if the queries relate to cashouts.


Great questions raised here! Why not have "live chat"? :confused:


Likely scenario...


CR: Hello, welcome to Club Dice. My name is Cynthia, how may I help you?


player59: Where the hell are my winnings from 7 weeks ago?


CR: Sir, can I have your username please?


player59: CRDR00158793... you should know this... we were just chatting and I was disconnected!


CR: Sir, just a moment while I look at your account information.


player59: Whatever! Hurry up!!! We just did this whole song and dance over the last hour. You know my situation.


CR: Sir, it appears that your pending withdrawal funds have been returned to your account for you to play with.


player59: What?! What the hell for?! I jumped through every possible hoop, I read the T&C's forward and backward, it's tattooed on my ass, so there's nothing wrong on my end. Jeeezuz, wtf!!!


CR: Sir, have you tried sending an email with your query to our support staff?


player59: I'm talking to you right now! Why in God's name would I need to send another email to your useless support staff? Huh?


CR: Sir, please send your question to our support via email.


player59: I've already been doing that, 3-times-a-day, over the past 7 weeks. I haven't been getting any responses! None!!!


CR: Sir, please send your query to [email protected]. :)


player59: Look, you know it's not working.


CR: Sir, I'm on the line with our securities department right now.


player59: Your security department? What the hell for?


CR: Sir, have you tried our new bi-monthly promotion?


player59: 4 Krriiisssakes!!! I just want my winnings!


CR: Make a deposit this Tuesday, and we'll credit you 25% back on all of your losses that same day! :thumbsup:


player59: FU, where's my money?


CR: Sir, I'm reviewing your account, and it doesn't show us receiving any emails.


player59: FU again x 10 billion to the billionth power x another 10...


CR: Sir, could you re-send your previous emails. :) I'm making a note to our tech dpt., so they can have a look at it.


player59: ... x another 1,000!!! They haven't looked at ANY of my 147 emails that I sent out before! How are they going to see this one.


CR: Is there anything else I can help you with sir?


player59: You haven't done one thing to help me yet. I want you dead!!!


CR: Sir, I hope you have a wonderful day!


player59: I'm going down to Costa Rica or wherever the hell you are... and I'll have you murdered!!!


CR: Good luck at the tables!


player59: AAAAAAAAhhhhhhhhhhhhhhhhhhhh!!!


CR: Good news sir, the pitt boss has granted you another bonus of $5!


player59: I just want my $5,000... I'm F'ing crying now you b'ch!!!


CR: There's a 45 x playthrough attached to it and your $5,000 in credit. Best of luck! :)


Fini

;)


Steed

***
 
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