Hi CM,
Although we may not see eye to eye on some things
I believe we (including others) hold a sincere passion for stand up treatment of legit players. With that said, I would like to see the following (if they're not already included):
Withdrawals
Time frame for Neteller (and other web wallets), cheques (checks); sent via courier and postage, and bank wire. Are withdrawals processed on weekends & or public holidays. And if so is this only available to VIP's or all casino players?
Is preferential treatment given to VIP's in relationship to withdrawals?
Account Flushing
Is this available?
If not what is the time period of a withdrawal to stay in a pending state?
Is this influence by the weekend & or holiday periods?
Weekend Support
It's one of busiest times for an online casino but ironically most casinos do not have a floor manager who can make account decisions.
EG - Bonus does not get credited or similar. CSR's say they can not credit bonus and have to send issues to promo Dept. but they wont be in until Monday. (I think that an accredited casino should have someone on 24/7 who can make such decisions. Hence addition of contact noted).
Support Services
If no phone support or live chat, is there a phone back option?
Also what is the average time frame for email responses?
Escalating Account Issues
Sometime generic CSR's get in wrong and either don't do what there supposed to do or forget to escalate a matter. In cases such as this a contact where a matter can be sent and addressed in a timely manner.
I could add more but these to me are the most important things that help keep players happy and ultimately assist a casino in retaining players.
Cheers
T