Ladbrokes live dealer roulette

[sweetdenny]

Hi there has anyone had any dealing with C W C who are the third party for ladbrokes live dealer roulette. I have had a problem with a session of roueltte that i played there 2 weeks ago.

(1) I sit down and play roulette and as i am playing away normally a player comes into the table and types in chat window to the dealer "number 26 29 or 7 please" the game then begins and number 29 comes in when asked in the chat window how much he won he doesent answer and never repeats this request again in the rest of my session. Ok i know the chances of this number coming in are only 12 to 1 but add it to these other events ie no pitt boss around and it seems worrying.

(2) The pitt boss was not responding to another customer who was asking for help as money had dissapeared from his account but he was ignored. This player repeated his requests over and over and was blanked. He was still tryign to get a pitt boss when i left.

(3) I placed a bet which was accepted as normal but when my winning number came up it wasnt credited to my account and just the cost of the bet was returned to my balance.

(4) When they were contacted by ladbrokes requesting a copy of the chat logs they have not sent them to ladbrokes who are still awaiting them. Ladbrokes casino manager has stated anytime they have requested chat logs in the past they have received them the same day. It is now day 7 and ladbrokes are still awaiting a response from them and casino manager can offer me no explanation for the delay.

Now i have contacted ladbrokes casino with all these details but they cannot say when this issue will be resolved as they cannot say when they will receive the chat logs. This is not great customer service at all telling a customer that they have to wait indefinately to get this resolved. This incident has left me with little confidence in ladbrokes casino as the customer service i have received is a joke. Having been promised updates via email or phone call which dont get sent or made.

My question is has anyone else had any dealings with casino webcam or the live dealer roulette.

Ps Cheekymonkey i now understand your frustration at the casino customer service staff who have been useless and sarcastic to myself on the phone. I have had dealing with the poker team and promotions team all who have been excellent. However the casino team ar below par to say the least.

 

[cheekymonkey]

Hi there has anyone had any dealing with C W C who are the third party for ladbrokes live dealer roulette. I have had a problem with a session of roueltte that i played there 2 weeks ago.

(1) I sit down and play roulette and as i am playing away normally a player comes into the table and types in chat window to the dealer "number 26 29 or 7 please" the game then begins and number 29 comes in when asked in the chat window how much he won he doesent answer and never repeats this request again in the rest of my session. Ok i know the chances of this number coming in are only 12 to 1 but add it to these other events ie no pitt boss around and it seems worrying.

(2) The pitt boss was not responding to another customer who was asking for help as money had dissapeared from his account but he was ignored. This player repeated his requests over and over and was blanked. He was still tryign to get a pitt boss when i left.

(3) I placed a bet which was accepted as normal but when my winning number came up it wasnt credited to my account and just the cost of the bet was returned to my balance.

(4) When they were contacted by ladbrokes requesting a copy of the chat logs they have not sent them to ladbrokes who are still awaiting them. Ladbrokes casino manager has stated anytime they have requested chat logs in the past they have received them the same day. It is now day 7 and ladbrokes are still awaiting a response from them and casino manager can offer me no explanation for the delay.

Now i have contacted ladbrokes casino with all these details but they cannot say when this issue will be resolved as they cannot say when they will receive the chat logs. This is not great customer service at all telling a customer that they have to wait indefinately to get this resolved. This incident has left me with little confidence in ladbrokes casino as the customer service i have received is a joke. Having been promised updates via email or phone call which dont get sent or made.

My question is has anyone else had any dealings with casino webcam or the live dealer roulette.

Ps Cheekymonkey i now understand your frustration at the casino customer service staff who have been useless and sarcastic to myself on the phone. I have had dealing with the poker team and promotions team all who have been excellent. However the casino team ar below par to say the least.

I am sorry to hear about this sweetdenny.

Yup, the casino team do seem very stressed out a lot of the time, so now I have a couple of contacts there who I deal with directly. I never speak to the telephone operators, if I can help it. I will PM you their email addresses. They usually work Mon-Fri, so do not expect a reply today.

I don't normally play their live dealer casino. I just can't get my head around it. Even with a super-duper broadband connection, the play and video feed is very slow and sticky. Is it really live?? (I think there is another thread in the complaints section about this anyway).

GL.

 

[sweetdenny]

Ladbrokes response

Today i got my response from ladbrokes which was that they have been told by C W C that they cannot retrieve the chat logs. Ladbrokes cannot offer me any reason why the chat logs are irretrievable or carry out any investigation regarding the points i gave them that would be shown in the chat logs. They stated that C W C gave them no reason why they were irretrievable other than "for one reason or other the were irretrievable" . Casino manager has stated that there is no more they can investigate and my only other option is to contact I B A S. Has anyone ever used this before what would anyone suugest my next course of action is.

 

[cheekymonkey]

Today i got my response from ladbrokes which was that they have been told by C W C that they cannot retrieve the chat logs. Ladbrokes cannot offer me any reason why the chat logs are irretrievable or carry out any investigation regarding the points i gave them that would be shown in the chat logs. They stated that C W C gave them no reason why they were irretrievable other than "for one reason or other the were irretrievable" . Casino manager has stated that there is no more they can investigate and my only other option is to contact I B A S. Has anyone ever used this before what would anyone suugest my next course of action is.

As far as I remember you telling me, you are a regular casino player at Ladbrokes, so why are they treating you like this?

I'm finding it quite difficult to believe that they are taking this course of action. Usually they will sort ANY problem out, even if they are bit slow in replying at times.

Why don't you take your complaint to a higher level at Ladbrokes? This all seems rather odd to me.

 

[sweetdenny]

Cheeky

Yes regular player at ladbrokes have been treated disgusting over this. Was told that there was no one higher up in at moment as they were away home fro the day. And even if they were they would say same thing. I have contacted customer support and they are goign to try and get head of casino operation in gibraltar to contact me. But no doubt they will be nine to five so will have to wait until i get the phone call. If i get any news i will update thsi thread.

 

[Let_It_Ride]

very disappointing

Ladbrokes is my 2nd favourite (favorite to keep our USA posters happy ) casino, you can guess my 1st!

So this is a very disappointing reply and is the 2nd post I've seen about their live dealer games. Even if these games are run by a 3rd party, I think Ladbrokes should take the matter more seriously, so agree with Cheeky Monkey, it's worth trying to take this further up within Ladbrokes.

Keep us posted.

 

[Simmo!]

So this is a very disappointing reply and is the 2nd post I've seen about their live dealer games.

Yes i was just thinking that...the other thread concerned a player who saw a card drawn in BJ that was side-on and given to the dealer.

I don't know much about this whole Live-dealer thing yet, but I do know that it's touted as playing a major role in the future of online casinos, with B&M's reportedly looking into it.

At the moment, it sounds like it may have teething troubles, maybe equally due to the pace of technology to be fair.

Sweetdenny: I have a contact at Ladbrokes casino, so if you fail to get a satisfactory response, PM me and I'll certainly ask her if she can help in any way. At the very least this will bring this issue to her attention - not being able to provide chat logs, then closing the issue, is not exactly going to inspire people to try this method of "live" gambling.

One of the major issues with this format is a lack of player logs. In my eyes, it gives any casino that wishes to behave unethically (no suggestion that CWC or Ladbrokes do incidentally) a perfect excuse to do so. And there is no recourse short of videoing the gameplay which by and large, ain't gonna happen. Anyway...treading old ground...we had this debate recently.

Cheers

Simmo!

 

[sweetdenny]

Shocked to core

This gets better and better i called ladbrokes customer service uk and asked what to do if i wished to make a complaint over the way i was treated by the casino managers and that i was still unhappy with them closing the investigation. They said they would ask the head of the casino department in gibraltar to contact me and try to resolve my concerns. I also asked if it wasnt going to be the same person who i had the problem with that was going to call me again. They said no and not to worry about making the complaint.

Well thirty minutes later i get a call from guess who ? the person i wish to comlain about.

Thanks a bunch ladbrokes.

Anyway he tells me if i wish to make a complaint i should contact Jim Falconer who is head of operation for gibraltar. He then goes on to say but he might take a while to get back to you and that he will be difficult to get on the phone as he is very busy with meetings.

Note he gave no telephone number or email address however a member of this forum has given me his email address and i have emailed him so hopefully i will get a response.

I am completely shocked over the way that i have been treated by ladbrokes over this. Regular posters may note i have praised ladbrokes in the past believing that they offer excellent customer service it seems that this is not the case within the casino side.

Being told to either contact IBAS or a solicitor if i wish to get this resolved is not what i expected to happen.

Anyway i will update tomorro with what happens. Also thanks to the member who supplied me the email address.

 

[nafanny29]

I don't know much about this whole Live-dealer thing yet, but I do know that it's touted as playing a major role in the future of online casinos, with B&M's reportedly looking into it.

Good point Simmo, I can see the day when all table action will be live just to ease players fears over fairness. Although the games may well carry a higher house edge to cover the extra costs involved I still think they would be very popular overall.

Also im still waiting for the first "live dealer" poker game. I for one would love that!!

 

[Let_It_Ride]

and that he will be difficult to get on the phone as he is very busy with meetings.

it really winds me up when they give out this excuse, there are times when senior management need to take time out and speak to thier customers!

This lack of customer support has shocked me and I would hate to have the same if I was to encounter a problem. I'd be happy to email Ladbrokes as well in support if you PM the email address.

And it would be great if other regular posters and player here do the same.

 

[sweetdenny]

Emailing support

Hi let it ride thanks for the support your suggestion was already made by friends or mine that i know from the poker side of ladbrokes.

However i asked them not to as i do not believe it would solve anything as is they only act when they have numbers of people threatening to pull buisness what chance has the casual player got.

To update i got a call this morning from a senior member of the casino team who has assured me that this will be looked into again he will get back to myself in the next few days.

He has already said that the way i have been treated was not good and that the managers have handled this incorrectly i will update this thread once i have received his results.

Hopefully this will get resolved in the next few days. Thankyou all for your support and i will keep you updated.

 

[cheekymonkey]

This lack of customer support has shocked me and I would hate to have the same if I was to encounter a problem. I'd be happy to email Ladbrokes as well in support if you PM the email address.

And it would be great if other regular posters and player here do the same.

Ladbrokes will sort it out. There really is no need to start bombarding them with emails. If anything, this will just infuriate them.

Occasionally, you just have to wait for a problem to be sorted out. I know it is very frustrating when it involves money, but this guy at Ladbrokes is always in demand and obviously very busy. I have waited 4 or 5 days for a reply from him in the past, but he has always come up with the goods. Being in charge, he obviously receives a lot of emails. Just give him a bit of time.

Good things in life come to those who wait.

 

[Webzcas]

This gets better and better i called ladbrokes customer service uk and asked what to do if i wished to make a complaint over the way i was treated by the casino managers and that i was still unhappy with them closing the investigation. They said they would ask the head of the casino department in gibraltar to contact me and try to resolve my concerns. I also asked if it wasnt going to be the same person who i had the problem with that was going to call me again. They said no and not to worry about making the complaint.

Well thirty minutes later i get a call from guess who ? the person i wish to comlain about.

Thanks a bunch ladbrokes.

Anyway he tells me if i wish to make a complaint i should contact Jim Falconer who is head of operation for gibraltar. He then goes on to say but he might take a while to get back to you and that he will be difficult to get on the phone as he is very busy with meetings.

Note he gave no telephone number or email address however a member of this forum has given me his email address and i have emailed him so hopefully i will get a response.

I am completely shocked over the way that i have been treated by ladbrokes over this. Regular posters may note i have praised ladbrokes in the past believing that they offer excellent customer service it seems that this is not the case within the casino side.

Being told to either contact IBAS or a solicitor if i wish to get this resolved is not what i expected to happen.

Anyway i will update tomorro with what happens. Also thanks to the member who supplied me the email address.

SweetDenny I am going to speak to Jim about this. Knowing Jim, he will sort this out and get to the bottom.

 

[Slotster!]

it really winds me up when they give out this excuse, there are times when senior management need to take time out and speak to thier customers!

...and people wonder why we praise 32RED so much? Ladbrokes are a solid UK operation with a good reputation - it does surprise me a little that they may potentially damage a good reputation through a third party... Be interested to see how this one pans out!

 

[Webzcas]

Just heard back from Jim Falconer. He is on the case with CWC and will have the issue resolved within 48hrs. This had actually been escalated to him by Ladbrokes CS before I touched base with him.

I echo the sentiments of Slotster also, Ladbrokes are a solid group and they have a good reputation.

 

[sweetdenny]

Webzcas

Hi there i did post earlier stating that i had been contacted this morning It was indeed Jim and as i said earlier he has assured me that he is looking into it and has asked me to give him 48 hours. I did not post who was looking into it as i did not know if it was good practice to post peoples name in public. Also i was giving him the 48 hours he wished. From what i have been told so far i believe that this will be reviewed and hopefully resolved in a satisfactory manner. As i have stated in the past i believe that ladbrokes has always provided excellent customer support and i have been shocked over how this issue has been handled up to now. I believe the service that i have received is the exception rather than the norm. I will post here what the outcome is once i have more information as this is an issue that efects not only myself.

 

[sweetdenny]

Final result

Ok today i got the results of what was going to happen with regards to my complaint. Jim was away on buisness so he asked his collegue to investigate and sort this matter out.

(1) My bets placed were investigated and the back office showed up that there was no record of the bet and as a result ladbrokes could not honour the wager. Live dealer has no faciltity for logger files on my pc so gettign the fact that i placed the bet was imposible to prove either way. Therefore ladbrokes had to go by there only method of verifying this and cannot pay out.

(2) The request for chat logs should not have been made by the manager as CWC has no facilities for storing chat logs. The manager that told me that he had received them before was wrong in saying this as he had not. Ladbrokes as a result of my complaint are now contacting CWC and making them install this the facility to store chat logs during the next update. (i brought about a change all future players can send me a small fee for helping bring this about .

(3) The fact that no pitt boss was responding has also been addressed and CWC have been told to sort it out. Ignoring people for over na hour whne thye have a problem is not on.

(4) The fact someone asked for a certain number to come up and it did was put down to coincidence which i can beleive as is onyl a 1 in 12 chance of happening not huge odds in any way. Just put alongside all the other issues was worrying.

(5) The manager dealing with this it seems made one complete hash of it. He told me facts that were simply not true. He made assumption which were wrong. He treated me like rubbish. All the mistakes he made will be addressed i have been assured. So any future players will have benefited from my crap experience.

Ladbrokes has resolved this with myself by agreeing to refund the amout i deposited into the live dealer casino. They could not credit my winnings from the bet placed as it could not be proven that it was placed. So the compromise was to refund deposit. This amount was a lot less than the amount i would have won but is a lot better than getting a lawyer involved as i was told sunday nite. Ladbrokes also credited myself with a $100 goodwill gesture for the poor service i received. All monies credited back to my account were completly withdrawable in case i did not wish to continue playing with ladbrokes. This is not the case i will continue to use ladbrokes as i have done in the past the service i received here was not up to their usual high standard due to the fact that most of the faults were down to one person.

 

[winbig]

Wasn't it also Ladbrokes that had another serious issue not long ago that involved live dealers? It was re: Blackjack.

I can't believe they're staying with this rinky dink outfit that apparently has no scruples. Seems to me it'd save them alot of time as well as money to drop this outfit.

No logging facilities? BS if you ask me. Their bluff was called and they lied through it I'm sure. At least in the future they can't claim ignorance.