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MrGreen Casino is a Joke or just full of unprofessionals?

Discussion in 'Online Casinos' started by Markus_Demon, Mar 15, 2013.

    Mar 15, 2013
  1. Markus_Demon

    Markus_Demon Banned User - violation of <a href="http://www.cas PABaccred

    Occupation:
    SEO
    Location:
    Home
    I was chating today 3-4 time with MRGreen chat and here is one of them from today :


    :D



    Ongoing Chat
    Save chat
    End chat
    Leah G: You are now connected to Mr Green Customer Support. How may I help you?
    You: i want my accounts RTP %
    Leah G: Ok one moment please
    Leah G: It is 0
    You: umm
    You: do you know what RTP mean...
    Leah G: Yes i do and your is 0
    You: gosh is it a joke or it is ur first day at work
    Leah G: I am sorry would do you mean
    You: Return to Player (RTP)
    Leah G: Yes i know this
    You: u calculate it using : RTP = (Total Amount Returned to Players) / (Total Amount Wagered by Players)
    Leah G: Yes but you asked me and your is 0
    You: i spent 2000€ and my rtp is 0...
    You: are u high or drunk?!
    You: it can never be 0
    Leah G: It is 0
    ... got disconnected...



    How this level of casinos even get license to run....
     
  2. Mar 15, 2013
  3. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    That's beyond belief. Clearly the rep does NOT understand RTP. I expect it is your current balance that is zero. What if a prospective player wanted to join, but first of all asked CS what the average RTP was. They would be told the rep fully understood what RTP meant, and might then be told that the average is 0, or some other figure with a completely different meaning. This could lead to a lost customer, even more so if the figure just happened to be 80, which would appear to be a proper RTP figure, but would also be so low that a player that knew what it meant would not be tempted given that the expectation for online casinos is above 95%.

    It seems inept replies from CS agents and poor internal procedures at Mr Green is at the root of many of the problems that have reached the forum. It doesn't matter how good an operator is, if CS is "crap" players get a poor experience.
     
  4. Mar 15, 2013
  5. Markus_Demon

    Markus_Demon Banned User - violation of <a href="http://www.cas PABaccred

    Occupation:
    SEO
    Location:
    Home
    actually i spoke with 3-4 of them today one of them told me it take long time to give rtp % so he dont have time for it.

    ps no my balance is not zero :D so it can not be my balance heheh

    at least i got a good laugh out of it.

    maybe those indian kids which MrGreen hire is not paid well or maybe too long hours of work force them to behave like that.
     
  6. Mar 15, 2013
  7. maphesto

    maphesto Dormant account

    Location:
    Sweden
    Bad CS isn't always a way to tell you if their casino is crap or not. However, your behaviour in that chat was way worse. :what:

    Was this the best question you could come up with? :confused:

    Indian kids??? :mad:
     
    Last edited: Mar 15, 2013
    2 people like this.
  8. Mar 15, 2013
  9. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Outsourced CS. They work from scripts and a computer programme, and often have little or no idea of the business they are providing CS for. This is a recipe for the worst CS that can be provided, and it has more to do with poor training than poor wages and working conditions.

    If anything, call centre jobs are highly prized in India, and one normally needs a university degree to get in. This should in theory mean that Indian based CS centres provide the BEST service a company could offer, yet it doesn't seem to happen. In most other countries, call centre work is seen as "unskilled", and anyone who can operate a phone and speak reasonably clearly when reading a script or screen stands a chance of getting in. The pay also tends to be low, hence the "unskilled" label given to the work. A UK graduate would expect a graduate level of pay from a call centre job, and this is just not on offer.
     
    2 people like this.
  10. Mar 15, 2013
  11. dionysus

    dionysus can turn wine into water CAG MM

    Occupation:
    n/a
    Location:
    I'm a Canucklehead
    Nicer CS than I'd have patience for. With that tone combined with the racial slur you're now spouting, I'm surprised anyone is interested in commenting or helping.
     
    2 people like this.
  12. Mar 15, 2013
  13. Markus_Demon

    Markus_Demon Banned User - violation of <a href="http://www.cas PABaccred

    Occupation:
    SEO
    Location:
    Home
    please avoid trolling there is nothing racial about it, i am half dark myself so no need to troll this topic.

    thats the unfortunate reallity about MrGreen Casino which they hire people with lower education or paying them poorly which result in backfire gainst customers.
     
  14. Mar 15, 2013
  15. Simmo!

    Simmo! Moderator Staff Member

    Occupation:
    Web Dev.
    Location:
    England
    Please keep statements like this out of the forum - it's bordering on racist.

    On the topic, a CS rep doesn't understand RTP. It's not their fault - it's whoever is responsible for training them: that's no reason to be rude to them :what:
     
    4 people like this.
  16. Mar 15, 2013
  17. Markus_Demon

    Markus_Demon Banned User - violation of <a href="http://www.cas PABaccred

    Occupation:
    SEO
    Location:
    Home
    if they dont understand they should say they dont understand, when they claim to know what RTP means then thats not acceptable. and that one was not the only one there with the same kind of weird answers.
     
  18. Mar 15, 2013
  19. Markus_Demon

    Markus_Demon Banned User - violation of <a href="http://www.cas PABaccred

    Occupation:
    SEO
    Location:
    Home
    Then what it is?

    customer service is the art of trust...
    If i get good customer service it gives me reason to come back on that casino and play..
    Customer service can make or break your business.. why 32red is favorite.... one of the main reasons is its solid customer service!
     
  20. Mar 15, 2013
  21. Simmo!

    Simmo! Moderator Staff Member

    Occupation:
    Web Dev.
    Location:
    England
    Racism isn't just about colour. Anyway...the point has been made.


    So if someone hasn't received the right training they are "poorly educated" and it is perfectly acceptable to abuse them? Why couldn't you just explain that that wasn't what you meant rather than call them "drunk" or "high". It just really bugs me when people look down on other people and are rude to them.
     
    5 people like this.
  22. Mar 15, 2013
  23. Captureking

    Captureking Experienced Member

    Occupation:
    driver
    Location:
    UK
    I like this casino im going to ask mine now
     
  24. Mar 15, 2013
  25. Markus_Demon

    Markus_Demon Banned User - violation of <a href="http://www.cas PABaccred

    Occupation:
    SEO
    Location:
    Home
    I think there is a diffrent between "hasn't received the right training " and "poorly educated",

    an educated but "not trained yet" CS would most probably ask, What rtp means? what it stands for, let me ask my coleague? etc..

    If its not trained why they put them on first line against customers?

    Shouldnt they be trained first then let them service the customers?

    Most of the times when workers dont get paid in time or well, too much work load etc.. make them backfire, which result in issues like that.
     
  26. Mar 15, 2013
  27. Captureking

    Captureking Experienced Member

    Occupation:
    driver
    Location:
    UK
    Merryn H: You are now connected to Mr Green Customer Support. How may I help you?
    You: Hi could you tell me my rtp please
    Merryn H: Hi there.
    Merryn H: The average RTP is 96-97%
    You: could you tell me my win to loss ratio please
    Merryn H: One moment please
    Merryn H: OK sorry to keep you waiting
    Merryn H: OK so calculating your RTP it shows at 5.68%
    You: ok
    You: looks low
    You: so can i expect an over all rtp of 97%
    You: 96-97 idh
    You: ish
    Merryn H: I'm so sorry I think I may have calculated this wrong I'm really sorry
    Merryn H: I'm trying to redo this for you
    You: ok
    You: i know ive put more in than ive got out but thats gambling
    You: but i do like being paid in 48 hours
    Merryn H: OK so I have just recalculated and it's 96%
    Merryn H: So very far off from the first figure, sorry about that!
    You: no prob, thanks and have a good one


    I understand calc's may have been wrong and an issue is there but its a good casino in my eyes, ive been there for years. Alot of crap ive seen posted here about them but never the good side of them, out sourced chat is not new and its not going to change soon for alot of casinos, i have 10's of manuals in chinglish but i still buy, because the quality is stilll there.
     
    2 people like this.
  28. Mar 16, 2013
  29. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    How would you tell they have hired "indian kids" from live chat:confused:

    If they had, they would have graduated from university, Granted, pay is low when compared with "first world" countries, and hours can be long, but the real problem is the fact that they are trained in how to use a scripted FAQ system rather than how the company they represent works. Asking an "off script" question often has them floundering, and some attempt to bluff their way through rather than admitting they don't know. This probably has much to do with how the bosses measure performance, rather than how educated the CS staff are. Occasionally, you DO get a CS agent from an Indian call centre who knows about the business they represent. This may be from experience, or that they studied that field for their degree. Such CS agents do NOT normally flounder when confronted with an "off script" question, but manage to think their way to a good answer, even if that means checking with a collegue, or getting back to the customer later.

    Unfortunately, consistent bad experiences with offshore call centres among customers has fuelled the notion that the agents tend to be "thick". This is usually down to the company outsourcing the work going for the lowest price, rather than the best customer experience. Often, the impression is down to cultural differences, for example, a UK customer would expect a CS agent to know that Birmingham is in the Midlands, London is the capital, etc. Often however, offshore agents get caught out because they don't know this off by heart, and may get it spectacularly wrong. This could make them appear "thick" to a UK customer, but I bet a UK customer would be prone to similar blunders if asked where Mumbai was in relation to Dheli or Bangalore.
     
  30. Mar 16, 2013
  31. PaaskeDenmark

    PaaskeDenmark Always think positive CAG PABnoaccred webmeister

    Occupation:
    Clerk with shipping discounts worldwide
    Location:
    UnKnown
    I would agree with Dinosys here. I have had good experience with their live chat who has helped quick and were great. I did not know everyone at every casino live chat were supposed to know RTP.

    Did you think about doing a nice email to their support instead? Maybe they would have a chance checking it for you proper. I agree there seem to be problems for them knowing how to calculate RTP though but.......

    I better be careful what i post here. But to keep it short your not even worth a pm :rolleyes:
     
    1 person likes this.
  32. Mar 16, 2013
  33. clees42

    clees42 Experienced Member

    Occupation:
    student
    Location:
    oulu
    I dont think its strange for someone to mistake rtp(return to player) this way.
    ok you deposited 100 and the machine returned 0 -> rtp = 0.
    Average person might understand it that way.
    No need to insult someone who is interprating something literally without the contextual knowledge.
    Clearly it is someone elses responsibility to educate him.
     
    1 person likes this.
  34. Mar 16, 2013
  35. Balthazar

    Balthazar The Governor

    Occupation:
    Leader
    Location:
    Woodbury
    My BS detector just caught fire. First she came with 5.68% (which tells us that she doesn't know how to calculate it) and then after a while she came back with a nice, rounded 96% that fits perfectly the expected 96%-97% that she mentionned earlier. I guess "96%" is less embarassing than "I don't know".

    That said, OP was a dick to the first CSR no matter what.
     
    1 person likes this.
  36. Mar 16, 2013
  37. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    He can't tell.

    He's just being a ^%$^.
     
    1 person likes this.
  38. Mar 16, 2013
  39. mattsgame

    mattsgame Ueber Meister CAG webmeister

    Occupation:
    Web Master
    Location:
    Clown Town
    Agree I would love to see the odds on how many players have a nice rounded RTP and so close to the TRTP.

    I can see where you were coming from op but 99% of that was unnecessary
     
    Last edited: Mar 16, 2013

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