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Is this really 32Red Customer Support?

Discussion in 'Casino Complaints - Non-Bonus Issues' started by aodat2, Sep 17, 2007.

    Sep 17, 2007
  1. aodat2

    aodat2 Senior Member PABnononaccred PABnoaccred2 PABaccred2

    Occupation:
    I have a job
    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
     
  2. Sep 17, 2007
  3. noluckever67

    noluckever67 Quit Gambling

    Occupation:
    pc
    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.
     
  4. Sep 17, 2007
  5. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    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.
     
  6. Sep 17, 2007
  7. aodat2

    aodat2 Senior Member PABnononaccred PABnoaccred2 PABaccred2

    Occupation:
    I have a job
    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.
     
  8. Sep 18, 2007
  9. mikepipe

    mikepipe Dormant account

    Occupation:
    owner
    Location:
    still progressing
    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.
     
  10. Sep 19, 2007
  11. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    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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