Is this really 32Red Customer Support?

aodat2

Dormant account
PABnononaccred
PABaccred2
PABnoaccred2
Joined
Mar 17, 2003
Location
Malaysia
Is this really the kind of CS that 32Red is offering now-a-days? I wonder if they are actually getting from good to bad or what.

I'm so totally NOT HAPPY with their level of service. And just FYI, this conversation took about 20 minutes to get from the 1st line to the last. YES you saw it correctly. 20 MINUTES to get from line 1 to the end of this conversation.

This is by far the WORST CS that I have experienced from what we used to call the best Casino out there!

Samuel: Thank you for contacting us, XXXX. My name is Samuel, how can I help?
XXXX: Hi Samuel, why is it that everytime I try to access the Red Ruby thingy, I get an error that my account does not exist or something?
Samuel: it must be a systyem error
Samuel: its the first time I have heard of this happening
XXXX: well...
XXXX: its not giving me anything at all
XXXX: for all the time I play, there's no comps or whatsoever given
XXXX: so playing here is just a waste of time and money!!!
XXXX: I'm so totally NOT HAPPY
Samuel: what type of games are you playing
XXXX: everything from Slots to VP to Blackjack to Baccarat
XXXX: I'm sure I've deposited more than $1000 and yet I get nothing at all from the Red Ruby thingy
Samuel: it depends the games you play and the bets you make
Samuel: to get a ruby you need to make a bet of 10
XXXX: I've made more than $50000 worth of plays
XXXX: maybe even $100,000
XXXX: and yet there's NOTHING AT ALL
XXXX: I COULDN'T EVEN LOGIN!!!!!!!!!!!!!!!
Samuel: Account number please
XXXX: 32reXXXX
XXXX: anything????
Samuel: I will have to forward this onto the tech team to look into
XXXX: I'm so totally NOT HAPPY with you guys!
XXXX: so much has been played yet I am not given anything at all
Samuel: Im really sorry you feel this way and we will solve it as soon as posssible
 

noluckever67

Non-Gambler
Joined
Dec 6, 2005
Location
uk
Customer service in general

Id like to ask howlong shoudl people wait for replies from cs on all sites?? 888 have emailed me an auto response to an question over funds and say it could be up to 48 HOURS before i get an reply..Is this bad or what surely sites must be better than this esp in dealing with peoples funds.
 

chuchu59

gambling addict
PABnonaccred
CAG
Joined
Sep 26, 2004
Location
SOMEWHERE IN ASIA
20 minutes is a long wait for such a short conversation. However, you did seem more irritated by the lack or absence of Rubies than with the length of the conversation. May I kindly ask which part of the conversation had the longest pause or delay. Was it the part where you said ANYTHING??? Maybe you should have mentioned during the conversation that you have been waiting for an unduly long period to let them know of your frustration.

Actually, just 2 days ago I contacted live support on an issue and after I gave the CSR my account number, she took about 6-7 minutes to check something for me. Though not exactly satisfied with her answer I appreciated that it did take time to sort and check things out. I wont say the service is impeccable but still satisfactory and better than those with no or pseudo live chat. Sometimes the chat is terminated right in the middle of the conversation.
 

aodat2

Dormant account
PABnononaccred
PABaccred2
PABnoaccred2
Joined
Mar 17, 2003
Location
Malaysia
Initially, my problem was with the Ruby thingy but then after that chat, it became more of that chat being a problem than the Red Ruby thing.

There was 2 pauses on the chat itself.
1. The part where I said "Anything?"
2. Right at the end. He said he'd check and then the pause...

I'm not sure about this but if you're wanting people to wait, you'd most probably say "Please do Hold On" or something along those lines instead of just ignoring you totally.

I do feel that perhaps this chat should be taken as an example to perhaps get them to ask people to "Hold On" instead of just say nothing and do nothing at all and act as though nothing actually happened. Don't you feel that I'm kinda being ignored in the chat? Kinda like I'm being given the "Cold Shoulder". I'm so totally not happy over it. Losing $200 is not a problem for me but if this is the way I'm going to be treated, I would rather NOT PLAY at all over there!

That's my only grief with them. Nothing else.
 

mikepipe

Dormant account
Joined
Oct 31, 2005
Location
still progressing
Initially, my problem was with the Ruby thingy but then after that chat, it became more of that chat being a problem than the Red Ruby thing.

There was 2 pauses on the chat itself.
1. The part where I said "Anything?"
2. Right at the end. He said he'd check and then the pause...

I'm not sure about this but if you're wanting people to wait, you'd most probably say "Please do Hold On" or something along those lines instead of just ignoring you totally.

I do feel that perhaps this chat should be taken as an example to perhaps get them to ask people to "Hold On" instead of just say nothing and do nothing at all and act as though nothing actually happened. Don't you feel that I'm kinda being ignored in the chat? Kinda like I'm being given the "Cold Shoulder". I'm so totally not happy over it. Losing $200 is not a problem for me but if this is the way I'm going to be treated, I would rather NOT PLAY at all over there!

That's my only grief with them. Nothing else.

You should inform Pat immediately. You ll find him under casino contacts. I am sure, you wil get a satisfying answer.
This is not 32 style.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
This looks like a configuration problem, and something the CS probably had not seen before. It is caused by the failure of the cookie that stores your casino session details to interact with the subdomain "loyalty#.microgaming.com"
This is due to restrictive browser settings that disallow this third party site access to the information to log you straight in. Also, when it fails it is just an error message, you don't get the option to reenter your details.
It is possible to get around this by logging in via the 32red website. Check what number "#" is when you connect, it is between 1 and 6 normally. Then enter "loyalty#.microgaming.com" into the trusted sites zone of Internet Explorer.
After this complicated procedure, you should be able to access your rubies while 32Red look for a permanent solution.
Normally, this failure should not ocurr, even though the Microgaming site is not "trusted", but sometimes something goes wrong and this happens. It happened alot a while ago.
 
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