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Is there a representative for the Betsson Group?

Discussion in 'Online Casinos' started by ed skull murphy, Jan 3, 2018.

    Jan 3, 2018
  1. ed skull murphy

    ed skull murphy Trollish behavior - quit the forum

    Occupation:
    N/A
    Location:
    Albion
    I've been to the iGaming section, but the Betsson rep has not been active since early November.

    Anyone know what the score is?

    I have started a conversation with the rep in the meantime, but am not holding my breath waiting for a reply. :)
     
  2. Jan 4, 2018
  3. ed skull murphy

    ed skull murphy Trollish behavior - quit the forum

    Occupation:
    N/A
    Location:
    Albion
    I finally managed to clear up the issue after a bit of to & fro-ing with CS.

    If you are asked to verify with this group, in my case, with CasinoEuro, the back of the debit card must be also masked over the reverse of the embossed card number, but allowing the same numbers to remain visible as on the front. If not precisely masked, the automatic system will not accept the scan and the (seemingly) automated replies from CS do not exactly clarify what the problem is. It eventually cost me a phone call to Malta to find out what the problem was. All done now though. :)

    Whether it is true or not, I still felt as if this were some kind of frustration-inducing ploy, to throw me off my game. So I set a time out until the problem was cleared up, just to be on the safe side.
     
    Last edited: Jan 4, 2018
  4. Jan 5, 2018
  5. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    Unfortunately their reps seem to come and go frequently and without notice. It appears to be a matter of people changing their positions within the company -- kind of a revolving door scenario -- but that's just a guess.
     
    ed skull murphy likes this.
  6. Jan 10, 2018
  7. ed skull murphy

    ed skull murphy Trollish behavior - quit the forum

    Occupation:
    N/A
    Location:
    Albion
    My recent email communication with Betsson CS:

    Hi [Redacted]

    And thanks for your email. I hope that your attention span will allow you to read this email in it’s entirety, because it is going to be a lengthy one.


    Quote "As a matter of fact we do operate with the option to make a time-out on our UK-brands. This period can be chosen as a 24hour-6week period. You are very welcome to use that feature in the future if you wish."


    Yes, I know, but as far as I can remember, although I cannot be sure, because I am currently on time-out, there is not an option for 48 hour time-out.

    A 48-hour time-out is preferable to a week time-out, because it means the customer shall be able to play again sooner, and your casino will be able to turn over more cash.

    A 48-hour time-out is preferable to a 24-hour time-out, because any withdrawals are likely to be still pending, and thus reversible, 24 hours later, and that is the entire reason for taking a time-out, in my case at least.


    Quote "Do you have any examples of points where you feel that our customer service is lacking quality?"



    Yes, indeed! Lack of clear communication, lack of comprehension, unwillingness to assist the customer unless pushed to do so… not a good practice. An over-zealousness to say “no”… not a good practice.

    Several times I requested a withdrawal from Mr Smith casino, and it was not forthcoming, turns out there was a problem with my verification, but I was not given any notice of this until I chased up CS myself. The withdrawal was returned to my balance and I would have been just left in the dark had I not chased it up myself.

    At CasinoEuro, my debit card scan, reverse side, was rejected, but it was not made clear to me why it was rejected, after several emails, I still could not figure out what was wrong with my scan, which had been accepted by every other casino I have verified with. Eventually I had to make a phone call to Malta, which cost me £7, in order to clarify what was wrong with my scan.

    The fact that a time-out is applied across the entire Betsson network, but the verification process, mysteriously, can not be applied across the entire Betsson network. (???)

    You don’t seem to be able to read customers emails in their entirety, you did not address my query about verification in your last two replies. Is this verification procedure some kind of secret weapon to delay payments, in the hope that the customer will reverse the withdrawal and lose the plot?


    Quote "In that instance we would greatly appreciate any feedback that you might have and make sure that we take a look at our training of customer agents."



    You are welcome. I hope that you forward this mail to your supervisor, it might gain you some customers. A win-win situation, I’m sure you will agree.

    Kind regards,

    [Me]
     
  8. Jan 10, 2018
  9. ed skull murphy

    ed skull murphy Trollish behavior - quit the forum

    Occupation:
    N/A
    Location:
    Albion
    On the plus side, I was awarded a £1000 cash prize last week from CasinoEuro prize draw, free and clear of wagering requirements.

    So they are not all bad, just a little too negative and chaotic in their customer support department.

    Once verified, the payments seem to be a quite efficient 48hrs back to bank. :)
     
  10. Jan 11, 2018
  11. Cogge

    Cogge Dormant account

    Occupation:
    Managing Director for CasinoEuro
    Location:
    Malta
    Hi Ed, I am the Managing Director for CasinoEuro. Thanks for the detailed description of the issues. I will go over the Verification process with the Support team and make sure that all automated emails are checked to make sure they are clear about the issues. Regarding the time out options, we currently have 1 day, 1 week, 2 weeks and 6 weeks. We'll check if it is possible to add other options such as 48 hours as you suggest.

    If you could PM me your username, I can look into your account further.

    Ps. Congratulations on winning in our daily £1k draw!
     
    theapple and ed skull murphy like this.
  12. Jan 11, 2018
  13. 4048

    4048 Experienced Member

    Occupation:
    Site manager
    Location:
    Malta
    Hi Ed,

    Is there any reason the VISA provider you are using for CasinoEuro is a different one than the one your group uses for BetSafe?
    Using my Norwegian VISA debit card my transactions are flawless on BetSafe, but just like with 99/100 other casinos I have to use EntroPay if I am to play on CasinoEuro. Which I did, and won, but as EntroPay takes a massive bite of any withdrawal I hate having to deal with them.
    My account is Maltese since that's where I live, but so is my BetSafe account.
    Haven't tried Betsson but wouldn't surprise me if I hit the same issues there.

    Also it's annoying that Novo's aren't available in Malta :(
     
  14. Jan 11, 2018
  15. Cogge

    Cogge Dormant account

    Occupation:
    Managing Director for CasinoEuro
    Location:
    Malta
    Hey 4048, will check if there is a different set up for us compared to Betsafe.
     
  16. Jan 11, 2018
  17. ed skull murphy

    ed skull murphy Trollish behavior - quit the forum

    Occupation:
    N/A
    Location:
    Albion
    No, I have absolutely no problems depositing with the same visa debit card across the betsson range, and without fees.
     
  18. Jan 11, 2018
  19. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    With all due respect but anyone could claim to be the MD of a casino. You are registered as a normal member, please contact Bryan (Casinomeister - https://www.casinomeister.com/forums/members/casinomeister.1/ ) to get registered as a casino representative.

    I will report your post so the mods are aware of this.

    Thanks!

    EDIT: To CM members - NEVER hand out your account details or any other info to a standard CM member posing as a casino rep!
     
    maxd and sassa like this.
  20. Jan 11, 2018
  21. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    As mentioned, until you are a verified representative of this casino you have no right to ask players to send you anything. And they should not! Only verified casino reps are "go" to ask for private player information.

    Please contact Bryan -- account name Casinomeister -- to have your credentials verified.
     
  22. Jan 11, 2018
  23. colinsunderland

    colinsunderland Experienced Member MM webmeister

    Occupation:
    affiliate
    Location:
    uk
    I would normally agree, but in this case it was a mod who asked him to comment on another thread, and advised another member to contact him, if a mod is asking him to get involved in threads then you have to presume he is who he says he is, and he's authorised to ask for details to sort a problem out?
    He also clearly stated its his personal account and doesn't want it to be a rep one.
     
    ed skull murphy likes this.
  24. Jan 11, 2018
  25. ed skull murphy

    ed skull murphy Trollish behavior - quit the forum

    Occupation:
    N/A
    Location:
    Albion
    I have faith in the gentleman, and in any case, there is not a lot one can do with an email address, except bombard it with spam, and we have the means to deal with that, don't we? :)
     
  26. Jan 12, 2018
  27. 4048

    4048 Experienced Member

    Occupation:
    Site manager
    Location:
    Malta
    For some reason I read it as you being Ed, sorry!

    Thanks for looking into it, most likely betsafe and casinoeuro just picks different visa providers based on the region I'm in, and the one betsafe uses happens to work with my card.
     
  28. Jan 12, 2018
  29. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    If so those are exceptional circumstances of which no mention was made, afaik. In any case, such an exception proves the rule: only verified reps are cleared to request player's private information.
     
  30. Jan 12, 2018
  31. ed skull murphy

    ed skull murphy Trollish behavior - quit the forum

    Occupation:
    N/A
    Location:
    Albion
    Perhaps Cogge is not allowed to be the rep due to being the CEO of CasinoEuro, that would make sense. But I appreciate your and Harry's warnings, Max, which also makes sense, although they came too late for me. :)
     
    maxd likes this.
  32. Jan 12, 2018
  33. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    He is who he say he is. I suspect he never thought he would be reveiled by a mod though.
    Cogge, you should ask Bryan to change your name in here since you will never be seen as a ''normal'' member anymore.
     
    ed skull murphy likes this.
  34. Jan 17, 2018
  35. Cogge

    Cogge Dormant account

    Occupation:
    Managing Director for CasinoEuro
    Location:
    Malta
    Fair enough, I'll ask Bryan to do so.
     

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