Baptism by Fire - success Red Queen Casino - enters the flames

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ChrisReid_RQC

Dormant account
Joined
Nov 16, 2015
Location
United Kingdom
Hmm I have registered and played and games seem ok just think there support process is a little to be desired Thai casino only operates basically a 9to 5 Monday to Friday operation uk time if you need any support like I did on a Friday the time had just got 5.40pm there is no support I had to wait untill Monday after 9am.to.get the help i needed all.emailsmgo unanswered live support is shut and phones are dead
I find this a little.off for my personal play enjoyment and they really need to address this problem.surly as online entertainment support I as general.open 247 7days aweek
So for myself I shall not be returning as issues arrise arise and help is needed then I like it to.be there
Nope 9am monday when its back which is SHOCKING
No live chat?.. if not you will have to wait until the morning sadly.


Hi Guys

For the Customer Service being closed over the weekends and into the evening, I do agree with you that it is not ideal. It is something that we are working on to extend our coverage and provide the best possible customer service experience for our players. Which I believe that we do provide, if you have a look some of the comments in this tread I think that validates my statement here. We are a small team, and therefore it is not possible for us to be open 24/7, 365 days a year. However please be rest assured we are constantly monitoring messages over the weekend and evenings and any high priority messages do get investigated and responses for customers will be made available no matter when they occur. And we do try to get back to lower priority messages over the weekend and evenings the best that we can during these periods.
 

ChrisReid_RQC

Dormant account
Joined
Nov 16, 2015
Location
United Kingdom
Hi Everyone just doing a general promotional post here. We are running our Cashback Tuesday promotion today. For all customers that deposit and play today, 25/09/2018, (who are not using the welcome bonuses) will receive 100% cashback on all losses up to £15, which will be credited tomorrow 26/09/2018. For more details please see our promotions page: Outdated URL (Invalid)
 

colinsunderland

RIP Colin
Joined
Jan 28, 2016
Location
uk
Just going to say, I can see from your responses that you are customer focused and seem to have good customer service, however you really do need to have live chat available a bit longer. I imagine, considering people work, 9-5 Monday - Friday is probably fairly quiet in terms of people playing casinos. Even extending your live chat hours to say 11pm would allow many more people to use it and same for weekends. I wouldn't be at all happy if I made a deposit at 5.10pm on a Friday and if there was a problem with it, not be able to get it sorted until Monday morning.
Maybe take on a couple of part time staff who could work from home maybe, even if they don't have full access to accounts, at least be able to answer the basic queries and pass any urgent ones to the staff who are dealing with things out of hours at the moment?
 

SpinUk

Meister Member
PABnonaccred
MM
Joined
Oct 10, 2012
Location
London
Probably saving a couple of grand a weekend with no support but i think a its shortsighted. A lot of players sinply wont resposit with that limited support. #biggerpicture
 

merlinslair

Full Member
Joined
Jul 25, 2014
Location
United Kingdom
To spinuks response

Exactly right I've just stop going to there site until they get there support system inline with the majority of online casinos the excuse we are a small band doesn't wash when you are taking 10's of thousands aday a support op would be my guess min as it's not a hard job at what you min £8 an hour roughly doing a 12 hour shift roughly earning around £1400 a month is not a lot compared to what you are losing due to the lack of somebody sitting at home doing the support

Good support is key to any good business this is basics and rule 1 keep the customer happy
 

Playford7

Permanent Ban: Too much flaming
MM
Joined
Jul 10, 2016
Location
North east England
I must echo many posts on here.
Live support and decent support is a must for me, the odd few hours isn’t good enough personally and until it’s regular live chat I’m afraid this casino isn’t for me.
Not saying it’s a bad place, but it doesn’t have at the moment one essential thing I look for.
Hope it changes in the future.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
OK - back from my absence - these guys slipped by me. Yea or nay? I say Yea! :D

What say you?
 
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