Support Meltdown?

asadzareef89

Meister Member
MM
Joined
Feb 13, 2013
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: asad********@hotmail.com
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: asad********@hotmail.com
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:

PaaskeDenmark

Always think positive
webmeister
PABnoaccred
CAG
Joined
Nov 24, 2008
Location
UnKnown
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:
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: asadzareef89
Description:
Status: Open
Priority: 4
Assigned Group: General
Active User: Max
Customer Information:
From: asad zareef
Email:
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

Remove your email address mate :thumbsup:
 

madmantrue

Newbie member
Joined
Sep 21, 2015
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...
 

Casumo Casino

Casumo Representative
Joined
Apr 21, 2015
Location
Malta
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: asad********@hotmail.com
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


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
 

spintee

Ueber Meister
webby
mm2
Joined
Mar 21, 2012
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
 

asadzareef89

Meister Member
MM
Joined
Feb 13, 2013
Location
United Kingdom
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

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
 

bjtaz44

Full Member
PABaccred
Joined
Dec 29, 2013
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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