questions about customer service for players.

rj314

Webmaster
In an attempt to improve customer service by enlightening the casinos, please answer a few simple questions:

1. When you email customer service what is the average time it takes to get a response?

a. Does it take longer on weekends?

2. How long do you think it should take? What is acceptable?

3. When you hit "reply" to a promotional email from the casinos, what percentage receives a reply back? In other words--does the "reply" email address actually go to the casino?

Which casinos are the best, and worst, in replying to emails?
 

Slotster!

I predict a riot.
CAG
1. When you email customer service what is the average time it takes to get a response?

Within ten minutes, usually five.

a. Does it take longer on weekends?

Not noticably, but can't remember doing it recently.

2. How long do you think it should take? What is acceptable?

Within thirty minutes

3. When you hit "reply" to a promotional email from the casinos, what percentage receives a reply back? In other words--does the "reply" email address actually go to the casino?

Yes

Which casinos are the best, and worst, in replying to emails?[/QUOTE]

32RED, by a mile (see above), also Roxy Palace and Spin Palace recently following Darran's intervention here. Worst, Belle Rock - and the time I emailed Captain Cooks... Still waiting I think :D
 

CasinoForumu

Dormant account
When I have any problem and send email to a casino,some of them solve the problem but dont reply my email.When I login to casino I see that my problem solved,or bonus given,but havent an answer back.

I like live chat option,too.

And some casinos dont reply back for promotional emails.Mapau and fortune send emails like ''do you want xxx$ after depositing xxx$'' ,I write 'yes,I want' and send.But they dont reply back.I think this is only their fantasy.

Does it take longer on weekends?

Not on weekends but on daytime.Because when here is daytime,there is night.

I like inetbet's fast email support.
 

The Watchdog

Dormant account
Ok

Any email sent by a customer should be taken care of or answered within 20 minutes. That is more than enough time.

1 hour I consider is acceptable...

Anything over an hour shows that either they don't care about the customer contact or that they invest so little on having a qualified staff that will make me lose confidence on them

Example... Pokerchamps.com.. I hate their software, they don't offer a chat (which is the reason I don't like them), but ... you send them an email and within 15 minutes a honest and professional answer reaches you. I love that.

Companies who I haven't had a good experience through email have been Riverbelle, CDpoker or Pokertime...

Mummysgold is an example of good email service. My emails were always answered within minutes.

However, I prefer 24/7 chat service than reliable emails...

Weekends should be faster, more staff available than on weekdays...

IMHO
 

Simmo!

Moderator
Staff member
rj314 said:
1. When you email customer service what is the average time it takes to get a response?
15 minutes at the ones I play.

a. Does it take longer on weekends?
Nope.

2. How long do you think it should take? What is acceptable?
30 mins, hour tops.

3. When you hit "reply" to a promotional email from the casinos, what percentage receives a reply back? In other words--does the "reply" email address actually go to the casino?
Usually goes back at the places I play.
 
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