asadzareef89
Meister Member
- 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
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: