Not so slotastic.

skiny

Banned User - violation of <a href="http://www.cas
Joined
Oct 30, 2008
Location
Canada
Shouldn't a casino be able to tell you what their payout percentage is?

I opened an account at this "Slotastic" casino in the Baptism in fire section and had 4 of the worst RTG sessions I've ever had in my life. I open live help to ask what the payout percentage is and I get told by the support worker he doesn't know.

So I email the casino and ask. They email me back and never mention it once. Just a bunch of crap about being tested and fair.

I go back to live help and ask why nobody will answer me and this worker Monelle never responds to me after I ask the question. After I type "Hello" a few dozen times she closes the chat box without a word. Then I try to reopen it and it goes to an email box instead of live help.

There used to be a time when I could get a straight answer out of people. Even if I didn't like the answer at least they answered.
 

jelsmith

Zombicidal Maniac
PABnononaccred
Joined
Sep 16, 2008
Location
nashville tn
I just went through this with Grande.........the rep didnt understand what I meant and i clearly typed "can i have my overall payout %" Now they say they are emailing RTG and will get back in a couple of days....WTF....2 other RTGs I play at can give me this in about 30 seconds....its ridiculous. CS should know what the hell a payout % is.:eek:
 

chuchu59

gambling addict
PABnonaccred
CAG
Joined
Sep 26, 2004
Location
SOMEWHERE IN ASIA
I just went through this with Grande.........the rep didnt understand what I meant and i clearly typed "can i have my overall payout %" Now they say they are emailing RTG and will get back in a couple of days....WTF....2 other RTGs I play at can give me this in about 30 seconds....its ridiculous. CS should know what the hell a payout % is.:eek:
Same here. Grande live chat staff dont have a clue. I asked for my paigow poker logs and they tell me I had 280 bets totalling $2.5K with a loss of $453. I asked for the breakdown ie wins/losses/pushes and that staff told me the overall payback was 93%. When I enquired further I was told this payout was for all games. WTF! I am not asking for my overall payout. I am asking for my detailed logs. Now after a tussle, I was told I would get the logs within 2 days. Well, time's nearly up (only a few hours to go)
 

WagerWitch

Dormant account
webmeister
Joined
Oct 16, 2003
Location
Alaska
I hate to say this but uhmm...

It all goes back to this concept

http://www.casinomeister.com/forums...ays-casinos-need-better-customer-service.html

I think we need to stand up and start letting the casinos know that they can't treat the players like this.

I mean- perhaps to prove a point - have a NO GAMBLE DAY on ONE day or ONE WEEK.

Where we let everyone know - DON'T GAMBLE ON THIS DAY.

Maybe then - when it cuts into the profit margin ENOUGH - they might start listening.

This behavior - of this casino - is AMAZINGLY poor.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
Actaully, I don't think the average CSR rep would know what the % payouts would be. This is an operator issue - or those who are privy to the casino's backend. The support reps would not have access to that.

I'll check into that in London - if operators can notify or post %'s for their support personnel. It's probably a seldom asked question since CSRs deal mainly with bonus issues.
 

WagerWitch

Dormant account
webmeister
Joined
Oct 16, 2003
Location
Alaska
Actaully, I don't think the average CSR rep would know what the % payouts would be. This is an operator issue - or those who are privy to the casino's backend. The support reps would not have access to that.

I'll check into that in London - if operators can notify or post %'s for their support personnel. It's probably a seldom asked question since CSRs deal mainly with bonus issues.
But that is the point Bryan.

The casino Customer Service Rep should have been able to say - I'm sorry - I personally don't have access to that - BUT - I will be glad to find someone for you that does.

Instead of pushing the player off...

It's the customer service issue - Not necessarily the lack of percentage payouts.

The fact that no matter what skiny asked - skiny was shoved into a corner of a never ending cycle --- "WE AREN'T AT FAULT - WE ARE GOING TO PRETEND YOUR QUESTION DOESN'T EXIST - AND THIS IS AS FAR AS WE ARE GOING TO BOTHER WITH YOU."
 

skiny

Banned User - violation of <a href="http://www.cas
Joined
Oct 30, 2008
Location
Canada
Actaully, I don't think the average CSR rep would know what the % payouts would be. This is an operator issue - or those who are privy to the casino's backend. The support reps would not have access to that.

I'll check into that in London - if operators can notify or post %'s for their support personnel. It's probably a seldom asked question since CSRs deal mainly with bonus issues.
I emailed the casino the same night and asked for the % I got the standard form letter "Our casino software has been tested excessively while playing millions of hands, to make sure that it is a random game. You can rest assured that our casino is not and will never be deceiving or cheating any of our customers..." blah blah blah

Maybe the CSR doesn't know. You'd think someone at the casino does.
 

Wildfire7

Dormant account
Joined
Apr 9, 2006
Location
UK
IMO when contacting customer support it is best to keep the query as simple as possible. For more complex issues it is far better to email support, as they will pass it on to the right people to look into.

I dont know about you, but when I log into a casino the last thing I want to do is have a chat with any CSR rep. I am logged in to play, not to chat. (Thats what MSN is for)!

WagerWitch's crusade for elite customer service is very laudable, but it is not going to happen. Anyway I find all this yes sir, have a nice day sir attitude I keep getting off support, a bit like oh get real.

Maybe it is different in America, maybe here in the UK we are used to poor service and just put up with it. Maybe I need to see this CS issue from an American perspective, where the customer is king.

Mike
 

winbig

Keep winning this amount.
Joined
Mar 10, 2005
Location
Pennsylvania
I emailed the casino the same night and asked for the % I got the standard form letter "Our casino software has been tested excessively while playing millions of hands, to make sure that it is a random game. You can rest assured that our casino is not and will never be deceiving or cheating any of our customers..." blah blah blah

Maybe the CSR doesn't know. You'd think someone at the casino does.
Doesn't it strike one as odd that any casino has a form letter such as this handy? :rolleyes: There must be a whole slew of players are either requesting their payout % or accusing the casino of cheating for a casino to go to this length to even think of creating a form letter such as that.

Maybe it is different in America, maybe here in the UK we are used to poor service and just put up with it. Maybe I need to see this CS issue from an American perspective, where the customer is king.
I'll gladly trade you places. :)
 

skiny

Banned User - violation of <a href="http://www.cas
Joined
Oct 30, 2008
Location
Canada
IMO when contacting customer support it is best to keep the query as simple as possible. For more complex issues it is far better to email support, as they will pass it on to the right people to look into.

I dont know about you, but when I log into a casino the last thing I want to do is have a chat with any CSR rep. I am logged in to play, not to chat. (Thats what MSN is for)!

WagerWitch's crusade for elite customer service is very laudable, but it is not going to happen. Anyway I find all this yes sir, have a nice day sir attitude I keep getting off support, a bit like oh get real.

Maybe it is different in America, maybe here in the UK we are used to poor service and just put up with it. Maybe I need to see this CS issue from an American perspective, where the customer is king.

Mike
Maybe you wouldn't have to be used to poor service if you didn't just put up with it.
 

jelsmith

Zombicidal Maniac
PABnononaccred
Joined
Sep 16, 2008
Location
nashville tn
I know the CSR at Allstar have access cause they give it right to me when I ask and 3dice can give me anything i want (broken out by game or otherwise). The rep at Grande had no idea what payout % even was....and that is frightening....anywho....still have not gotten jack from them and I request this early Thursday....and I have queried everyday and just get the same canned respone....WE are waiting so YOU will have to wait..... oh an 1 rep said 72hours after 2 days had gone by and yesterday another rep said they dont know how long it takes???? WTH.........:mad:
 

skiny

Banned User - violation of <a href="http://www.cas
Joined
Oct 30, 2008
Location
Canada
Slotastic couldn't even tell me the casino's payout percentage. After that original prewritten response I emailed them back on the 22nd and asked again for the % and they never responded.
 

skiny

Banned User - violation of <a href="http://www.cas
Joined
Oct 30, 2008
Location
Canada
Slotastic couldn't even tell me the casino's payout percentage. After that original prewritten response I emailed them back on the 22nd and asked again for the % and they never responded.
Ok, they finally responded.

Thank you for your e-mail.

We would like to inform you that Slotastic is set up with the normal industry standards.


What exactly are the normal industry standards?
 

Pulver

Senior Member
webmeister
PABaccred
Joined
Aug 5, 2009
Location
Tellus
Great answer...

Excuse my french, but where do some casinos find their employees? In the actorbase of "One flew over the cuckoos nest?"
 

Wildfire7

Dormant account
Joined
Apr 9, 2006
Location
UK
Ok, they finally responded.

Thank you for your e-mail.

We would like to inform you that Slotastic is set up with the normal industry standards.


What exactly are the normal industry standards?
IMO that reply is very patronising. It does not answer or even attempt to answer your question. Instead they have chosen to ignore your question with a generic reply to avoid the question.

Normal industry standards means you now have to do your own research and find out what the normal standards are. In their reply they are assuming you already know this. If you don't then the casino expects you the player to find out for yourself as they can not give you a figure.

This kind of question should be simple for a casino to answer thoroughly, an oppurtunity also for the casino to put the players mind at rest. The kind of question they can have a properly scripted answer at the ready.

For them to inform you they are the normal industry standards is telling you something you already know. They would hardly reply our payouts are below industry standards. But they could tell you they are above normal. The fact they chose not to means their payout percentages need closer inspection.

Mike
 

skiny

Banned User - violation of <a href="http://www.cas
Joined
Oct 30, 2008
Location
Canada
I honestly don't think anyone at this casino knows what a payout percentage is.
 

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