Not too happy with InterCasino

Hi angieosc,

Apologies for not getting back to you sooner. Could you email me at ryanh@intercasino.com with your details and I'll look into this as a matter of urgency. I'm sure we'll be able to help you.

Thanks
Ryan

September 8th-9th-10th-11th and now the 12th of September and nothing, zip, zero, nada (as per usual) from Ryan Hartley.

Have a good one.
 
September 8th-9th-10th-11th and now the 12th of September and nothing, zip, zero, nada (as per usual) from Ryan Hartley.

Have a good one.
But they have been dealing with this player - and from what they tell me, you haven't seen the whole picture here yet.
 
But they have been dealing with this player - and from what they tell me, you haven't seen the whole picture here yet.

Hi Bryan:

Well hopefully, Ryan Hartley can take the time out of his busy day to follow up on this matter and inform everyone of what's going on in this regard. Because at this point Hartley does not have a real good reputation with following up on issues such as this and INTERCASINO's customer service has even a far worse reputation for not following up on email correspondence.

Have a good one.
 
Hi there,

In response to Cipher's post, I contacted angieosc on Sept 8th and we have been dealing with this player's complaint throughout last weekend. This issue is not as straightforward as originally thought. I will update you guys as soon as I can.

Regards
Ryan
 
Casinos could be making a lot more money if it was understood that feelings determine deposits....

Am quite dissapointed that watchdog forums get more attention from casinos than customers emails.It should be the other way around. Intercasino might be reputable in that it has a solid software,always pays fast and with no hassle but that isn't enough if they want to be called top class.
 
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gfkostas

Casinos could be making a lot more money if it was understood that feelings determine deposits....

Am quite dissapointed that watchdog forums get more attention from casinos than customers emails.It should be the other way around. Intercasino might be reputable in that it has a solid software,always pays fast and with no hassle but that isn't enough if they want to be called top class.


I'd quickly say that Intercasino is widely regarded as top class, but you couldn't be more right on your observations here "gfkostas". A great operation should cater to all the most critical areas that keeps their customers loyal and content, equally so with responding to their player's queries at a sufficient time-frame. Personally, any basic question that goes unanswered over a 24/48-hour period, tells me that there's not enough manpower to keep up with the high-volume of questions streaming-in, or they aren't taking the player very seriously.


I can only accept that excuse for so long, which is why I'm not overly eager to deposit at a few well-known MG operations (that likewise fulfill all of my needs... except that one), that would otherwise have kept me coming back with more deposits. Sigh... some of my best luck came at those operations. :(


I look at it this way, the operations that want the player to empathize with the fact that they're understaffed (overworked) should hire more people to correct the problem. Simple solution. That's not the players responsibility, it's completely on them. The sharpest of students who don't do their homework and constantly skip classes won't be getting straight "A's" when report card time comes. It would be asinine to expect otherwise.



Steed

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gfkostas




I'd quickly say that Intercasino is widely regarded as top class, but you couldn't be more right on your observations here "gfkostas". A great operation should cater to all the most critical areas that keeps their customers loyal and content, equally so with responding to their player's queries at a sufficient time-frame. Personally, any basic question that goes unanswered over a 24/48-hour period, tells me that there's not enough manpower to keep up with the high-volume of questions streaming-in, or they aren't taking the player very seriously.


I can only accept that excuse for so long, which is why I'm not overly eager to deposit at a few well-known MG operations (that likewise fulfill all of my needs... except that one), that would otherwise have kept me coming back with more deposits. Sigh... some of my best luck came at those operations. :(


I look at it this way, the operations that want the player to empathize with the fact that they're understaffed (overworked) should hire more people to correct the problem. Simple solution. That's not the players responsibility, it's completely on them. The sharpest of students who don't do their homework and constantly skip classes won't be getting straight "A's" when report card time comes. It would be asinine to expect otherwise.



Steed

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Hi John and GF:

We're pretty much on the same page John and GF. But the problem as I see it is of INTERCASINOS own making. Inasmuch as INTERCASINO is tied to the local environment for it's employee base and frankly I have (or had) a great deal of difficulty in carrying on any kind of a meaningful dialogue with their customer service representatives on a continual basis. So much so that I closed my Platinum account there months ago.

In point of fact I communicated my reasons for closing that account directly to Ryan Hartley with not even as much as an acknowledgement that he even received the aforementioned email/s.

Have a good one.
 
I could accept an excuse that says: We are currently having problems with limited availability of staff but we will get this shorted within a month.
Casinos use rhetoric all the time in order to justify a situation.

We never get any time frame and we always hear wishy-washy apologies like:
We apologize,apologize,apologize,apologize,apologize,apologize,apologize for any convenience caused and we will do our best to improve in the future etc.

We would prefer less apologies and more service.
 
Which leads me to wonder....why are they so short staffed? Are their employee's being treated well? Hope so! It's not easy being on the fireing line via email or telephone..it takes a special person to do that job and they need lots of tlc to maintain their sanity! Got that Ryan? LOL Pluggin for you Customer service! :)
 
...and when someone from the casino replies we always hear the same story: We will look into that etc. etc. Rubbish!
 
We never get any time frame and we always hear wishy-washy apologies like:
We apologize,apologize,apologize,apologize,apologize,apologize,apologize for any convenience caused and we will do our best to improve in the future etc.

We would prefer less apologies and more service.

How true.
Say this to the support guys and they will apologize for apologizing so much.
 
Say this to the support guys and they will apologize for apologizing so much.

The support guys aren't at fault because they do the best they can given their knowledge and circumstances of their enviroment. The problem appears when you do not filter and process in your own unique way what your supervisor has taught you. He tells you and teaches you how to be kind towards the customers but being kind isn't so much learned from having someone to teach 'it' to you it rather comes from yourself.
Swallowing what someone teaches you without putting your mind/heart on the line results in having those wishy washy customer support people who feel comfortable with apologizing all the time so that "they've done what they are supposed to" and therefore feel no need to stop acting like people who follow a doctrine religiously.
Today at business we often replace the importance of being useful and effective with being kind which this so called "trained" kindness towards customers becomes a boomerang that gets back to you if it's not practised wisely. That's exactly what happens with Intercasino in my opinion. Good employees aren't trained they are found. They need more and better.
 
you really seem to be on the war-path for Inter lately, gf? (two separate threads in the past hour alone)

no less than two reps have apologized here and (IMHO) offered a reasonable explanation for the slow service this month.

I don't see a specific complaint other than slow CS resolution. This leads me to conclude that perhaps you had a bad run there and are just venting here.
 
....for the slow service this month.

Sorry but I dont think you are very experienced with this group if you were you wouldn't say that. Their support has been very slow in comparsion to other casinos for months if not years not just this month.

I saw two threads that are of interest and decided to make 2 posts. What that got to do with me being on a war path? Am not fighting anyone nor have I ever vented.
Stating the facts as they appear don't make me up as someone who wants war. I haven't had any bad run lately actually I've been winning but my profits or losses have no bearing with what I say here.
With my posts I aim to put some pressure on those who feel that customer support isn't of so much importance because if it was we wouldn't be having this thread. Am trying constructively to prove a point and maybe just maybe get some people to rethink some things and give us what we deserve as players. The mantra from the casinos in general "we are working on this" is as old and rhetoric as Tony Blair.
This often seen tendency to pay attention to my finger when am pointing to a problem is beyond me and I never understood it.

Edit: If am guilty for fighting in a way that appears as being on a war path against casinos then am also guilty for standing up and 'fighting' for our well deserved but often ignored and not honoured priviledges that we ought to have as people who play their negative expectation games.
When we know that it is mathematically guaranteed that we will lose our money by playing their games then we expect to have top class customer support and I don't think we ask for much. Period.
 
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