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Discussion in 'Online Casinos' started by Deeplay, Apr 13, 2016.

    Apr 13, 2016
  1. Deeplay

    Deeplay New World Order CAG mm1 webmeister

    Occupation:
    Works For Self
    Location:
    The biG Eu
    Have had an account a few months with MyBet but never played because I could never see the novo games when logged in.

    8 days ago I finally sent an email to support asking why. Took 4 days for them to answer - well they did not answer why
    but requested scan copy of my skrill account. No problem I sent it back straight away and again included my question
    "Why cant I see Novomatic Games" they then 4 days later send me another reply and I quote below :


    "First of all, we would like to apologise for the late reply. Kindly note that due to an internal recent upgrade of our system we have not been able to offer our customers the support experience that they deserve.

    Furthermore, we would like to inform you that we have accepted the submitted copies of your Passport and bill. In order to complete the verification process of your account we also require a screenshot of your Skrill account showing the account holder´s name and email address. You can click on Settings > Personal Details in order find this information and upload the screenshot to your mybet account. This screenshot can also be submitted via email to This email is not visible to you..

    Once the verification process has been completed, our Casino offer will be displayed in your account.

    We apologise once again for any inconvenience caused and thank you for your cooperation.

    Best regards,
    Jaime Montoro
    mybet Customer Support"



    Note no mention of my original question which I asked ages ago early last week and a further request for a document I have already sent!

    I can not stand such incompetence especially when it comes to my personal data. And the response times of the CS are the worst I have had
    in a very very long time. Replied telling them nope im not sending my ID again and in effect they have lost a customer. Told them instead to close
    my account with immediate effect.

    I would hate to know what CS would be like if you hit a real major issue. And still no Novo games show when I login and still CS totally ignored
    my original question.

    A real amateur and very very sloppy unprofessional approach if you ask me.

    Just giving others the heads up.

    Rant over :cool:

    p.s I never did ask about casino offers !!! I dont care less about bonuses these days I asked about Novomatic games not showing. Why do they dodge the bullet on a very clear very simple question ??
     
    3 people like this.
  2. Apr 13, 2016
  3. fun4all

    fun4all Senior Member

    Occupation:
    .
    Location:
    .
    That is bad indeed Deeplay, terrible customer support is one of my pet hates. Customers should rightfully demand adequate response that address the issue asked about.

    You can tell a lot about how a company treats its customers from the quality of replies you get when using customer service. As soon as I see inadequate cut and paste responses that do not even address the issue asked about I am out of there.

    The answers (if you can call them that) you got would have really frustrated me.
     
    1 person likes this.
  4. Apr 13, 2016
  5. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    It's a shame really, I actually thought that they were getting it together. I think they failed BBF some time ago. :rolleyes:
     
    1 person likes this.
  6. Apr 13, 2016
  7. Deeplay

    Deeplay New World Order CAG mm1 webmeister

    Occupation:
    Works For Self
    Location:
    The biG Eu
    Yep pretty lame - and can see why they failed a BBF if running the biz in this way. Frustrating for sure.

    But hey plenty of great casinos out there webby land - so the bar is set high. No loss
    to me at all I will just deposit elsewhere
     
  8. Apr 13, 2016
  9. Deeplay

    Deeplay New World Order CAG mm1 webmeister

    Occupation:
    Works For Self
    Location:
    The biG Eu
    My thoughts exactly. There is NO excuse or software meltdown that should mean it takes over a week to get any kind of response.
    These days plenty of out of the box secure customer support solutions to be had for very little over head. Its a lame excuse.

    I am spending my own hard earned money and I dont care if its a £20 or £2000 deposit I expect fast open knowledgeable responses
    to all my questions. Or I vote with my feet and wallet as I did in the case.
     

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