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]