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Support Meltdown?

Discussion in 'Online Casinos' started by asadzareef89, Oct 6, 2015.

    Oct 6, 2015
  1. asadzareef89

    asadzareef89 Meister Member MM

    Occupation:
    Admin Asst
    Location:
    United Kingdom
    Is it me or is the customer services have started going down again at some casinos after couple of years of great improvement?

    I will share two stories of my interactions with casinos as i dont need to contact support as much so when i do i expect good service and prompt replies.

    Whitebet Casino (Sister casino to redbet casino)

    I deposited 50 euro as there was a offer of 70 fs, i made the deposit but the fs didnt credit so i opened live chat and i will copy/paste the whole interaction

    ''Department: Whitebet
    Full Name: asad
    Email: This email is not visible to you.
    Your Question: hey
    Operator: Support Angelica
    22:03 Your Question: hey

    22:03 Please wait and one of our operators will be with you shortly.
    22:03 You are now chatting with Support Angelica - Whitebet
    22:04 asad: hey
    22:04 asad: i made a 50 euro deposit but my fs didnt add on hook's heroes
    22:04 Support Angelica: Hej Asad
    22:04 asad: Try your luck in Hook's Heroes this week. We give you some extra free spins when you make a deposit today or tomorrow!

    Deposit €20 or more for 25 free spins in Hook's Heroes.
    Deposit €50 or more for 70 free spins in Hook's Heroes.
    Deposit €100 or more for 170 free spins in Hook's Heroes.
    22:06 asad: ?
    22:06 asad: u with me?
    22:08 asad: ????
    22:10 asad: ???
    22:10 asad: okay im gonna go ahead and close the chat as you have been unresponsive for 6 mins now
    22:10 asad: thanks anyway
    22:10 asad: have a great evening''

    And it doesn't end there, i sent an email with the exact same question and with the email with offer attached and their reply:

    Hi Mr zareef

    Hope you are well

    which bonus are you thinking about, do you want a casino or a oddsbonus?
    You must have money on your account, if you not have any money on your account i can not add any bonus

    If you have some other questions please do not hesitate to contact us

    Have a great day
    kind Regards
    Erik


    Whitebet Support Team''

    They did somehow manage to add the free spins but the support either didn't understand the question and supposed i was asking for a free bonus or something but it was simple especially since i attached the email with the offer when i sent an email query

    Now comes another casino who had I think the best support team till the start of this year but they have since gone right down to the bottom in terms of the time it takes for them to reply; it's casumo

    I sent the an email on 15th of September requesting my RTP% for the month of September only and I got a reply which basically felt a complete lie to me as they had previously given me RTP% and i'm not sure but i think it might also be a requirement of their license to provide players with their RTP%. Their reply;
    ''Casumo

    Sep 16, 2015, 03:44AM


    Hello Asad,

    We don't have a system where we can check the % gathered from all the different game providers unfortunately, sorry that I can't be of better assistance in this case.

    Wish for you a good day anyways!
    Kind regards,


    Glenn
    Casumo Ambassador''

    To this email I replied asking if it would be possible to just give me doa/netent RTP% and they replied

    ''

    Casumo

    Sep 16, 2015, 08:35PM


    Hi Asad,

    We will check if we can get this information. We will get back to you during the day.

    Kind regards,


    Susanne
    Casumo Ambassador''

    To this day I'm waiting for the reply above, I don't mind it but the amount I play at these 2 casinos I at least deserve the courtesy of a follow up email saying they could not provide me the information

    I know I'm atleast at casumo considered a regular priority player as they once replied to me with their internal message attached and as you can see they have me as max on the active user


    Case Information:
    Subject: asad********
    Description:
    Status: Open
    Priority: 4
    Assigned Group: General
    Active User: Max
    Customer Information:
    From: asad zareef
    Email: This email is not visible to you.
    Twitter ID:
    Phone:
    Company:
    Title:

    I still love both the casinos and will likely continue playing there as i hardly ever need to contact support but generally highly unsatisfied
     
    Last edited: Oct 6, 2015
  2. Oct 6, 2015
  3. PaaskeDKnowUK

    PaaskeDKnowUK Always think positive CAG PABnoaccred webmeister

    Occupation:
    Clerk with shipping discounts worldwide
    Location:
    UnKnown
    Remove your email address mate :thumbsup:
     
  4. Oct 6, 2015
  5. madmantrue

    madmantrue Dormant account

    Occupation:
    gambling
    Location:
    finland
    I will not copy paste. But i can say that i have several problems with comeon casino :). And that livechat i think that some days they are only 2 hours online ????? Also email take up to 24hours...
     
  6. Oct 6, 2015
  7. Casumo Casino

    Casumo Casino Official Rep for Casumo

    Occupation:
    Casumo-Ambassadors
    Location:
    Malta

    Hi Asad,

    I can really only apologise for this blunder of ours, of course you should be able to get the information you requested handed to you and that within a reasonable time. Normally we aim to have an answer to you within just a few hours tops, this dragging on here I can only explain by a mistake on our end but at least, a good lesson learnt for the future. I'll make sure we contact you again and sort out what information you would like to have provided.

    /Jenny
     
  8. Oct 6, 2015
  9. nikantw

    nikantw Ueber Meister MM PABaccred

    Occupation:
    A bit of this and that
    Location:
    EU
    Many times, live chat feels like a “Turing test”. And they fail to respond like a human would! :oops:

    Seriously, I think some casinos have replaced most of their support team with some A.I. software! :D
     
    3 people like this.
  10. Oct 6, 2015
  11. GoldenGhoul

    GoldenGhoul Experienced Member

    Occupation:
    Freelancer, translator, IT
    Location:
    EU
    Wait, so that's why they often feel so... robotic :D And here I was thinking they just copy-paste :D
     
  12. Oct 6, 2015
  13. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    Melt Down lol, I tel you something CS is as shit as they come, Not many sites no the score, & only hear the rep saying we are sorry they was not updated? Welll update than,

    I tell you so many casino have been sold on, They not let us no, Reason being being its under 1 roof, I can go back 2 years ago and show you what I said about most sites long to eath other, albeit next name or rebrand its still the same shit, CS of one complete diff site is the same as next, Same person, Not talking about brands but further down the chain, There is only a few big pockets here,game suppliers and sites, What they own most of and even the RNG check from same company,

    Yes you may get a win but If I own the lot than who is to check it? (myself) all is ok, I play as itys smal money, any body puting good money in than get a taxi to caisino
     
  14. Oct 6, 2015
  15. asadzareef89

    asadzareef89 Meister Member MM

    Occupation:
    Admin Asst
    Location:
    United Kingdom
    Thanks jenny,

    i got a reply albeit 19 days late, also this wasn't the first time, i had the same problem start of September.

    Have a gd day
     
  16. Oct 7, 2015
  17. quber

    quber Senior Member

    Occupation:
    spy
    Location:
    Europe
    Could you remove his email and username from your quote? he has removed it from his post ;)
     
  18. Oct 7, 2015
  19. bjtaz44

    bjtaz44 Experienced Member

    Occupation:
    IT
    Location:
    Far north
    I have this issue with Redbet, they are rude and don't give a f...., its always my fault never their's. Finally blew up after spending money day after day so I tried using the weekend bonus.

    Bonus did not work, and course they have no live chat during my hours, and like previous contact, over 24hrs later in an email they tell me I must of entered the bonus code wrong because it did not apply. Umm no.

    So they refused to help which I do not care about because yes I played anyway. I wasn't going to wait 24 hrs for them to add it, also had to go into work for the weekend so wanted to play.

    In the end after rude responses back I closed my account, they think they are the only casino to play apparently.

    I am still not happy with 32red events but they still have the best support, as well as casinoluck, others be jerks and clueless most times in my contact.
     

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