- Joined
- Jun 5, 2006
- Location
- Edmonton Canada
So last week I got a mail from the Jackpot Factory. David Brickman (who was the rep here for awhile) is now the Director of Canadian Player affairs, in the email it said something like "please write me with your concerns" so I decide to take him up on it.
I wrote thusly:
So a few days go by and I get this response:
I was like WTF? Did he not bother to even read my whole email? So now I'm steamed and I responded below:
So am I just being pissy or do I have a valid point here?
I wrote thusly:
Hi David,
Interestingly enough, I just got your email about your new position as Director of Canadian Player Affairs just when I was considering closing ALL of my Jackpot Factory accounts.
I have to say that I normally play at All Jackpots but I do have accounts at several other casinos in the group. My luck hasn't been good at any of them during my regular play and when I finally start to get somewhere in one of the tournaments, I get inexplicably disconnected while my remaining time ticks down. Last week I was in FIFTH place with 2 minutes left on a tourney in All Slots. Guess what? Disconnected - couldn't get back in and lost the whole 2 minutes of play. Then to add insult to injury I wrote a mail to All Slots and they didn't even bother to respond.
To be honest, I'm starting to feel like the Jackpot Factory group doesn't care about players like me who don't spend thousands of dollars a month. Am I wrong?
thanks,
Cindy
So a few days go by and I get this response:
Hi Cindy,
Glad to hear I arrived in the nick of time! Thanks for responding to my mail. Its always valuable to get feedback from players even when its not positive.
Sorry to hear you didnt have a lucky streak with us. Sometimes the slots are tight but they generally let loose at some point. My recommendation is to play games like Tomb Raider or Thunderstruck which is supposed to have a fairly high hit rate meaning you should see some consistent payouts. I also see that you play quite a variety of games. Something I think the best strategy is to stick with a few games and give them a chance to warm up! I do hope you give our casino another chance. Most players do walk away with a positive experience!
Thanks again for taking the time to write and please feel free to contact me at any time with further issues.
All the best,
David Brickman
I was like WTF? Did he not bother to even read my whole email? So now I'm steamed and I responded below:
David,
Thanks for writing back, but to be honest I found your response a little condescending - you completely ignored the issue that I wrote to you about.
Look, I've been gambling online for awhile now, I have a certain style of play that occasionally works for me. Sometimes I win and sometimes I lose, that's not a big deal, it's what gambling's all about. I don't need you to tell me how or what games I should be playing. My issue wasn't that the slots are tight, my issue was about the latest disconnection from the tournament server and the complete and utter lack of response from support when I wrote them about it. I'm a member of casinomeister, I have been almost since I first started playing online. I've read posts by other frustrated players of Jackpot Factory casinos about disconnections and emails going unanswered. Now I understand their frustration.
There are a number of online casinos I play at that I'm absolutely loyal to - several of which I've never EVER made a withdrawal from. Do you know why I'm loyal to them? Because they treat me like I'm valuable to them. Like my measly $25 deposits make me as important a customer as if I was dropping thousands. When I write an email to support, they read the whole mail and not just the first line and they respond to my concern. If there's a problem, they fix it. They don't ignore me, they don't make excuses, they don't sidestep my questions, and they don't patronize me.
Cindy
So am I just being pissy or do I have a valid point here?