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TIRED OF DEALING WITH SUPPORT PERSONNEL THAT DON'T HAVE A CLUE

Discussion in 'Online Casinos' started by footdr, May 30, 2007.

    May 30, 2007
  1. footdr

    footdr Banned User: PITA violations of the Forum Rules

    Occupation:
    management
    Location:
    cyberspace
    What is the pupose of providing Customer Support Personnel when you fail to provide them with the information they need to assist players.

    Even the Supervisor at Grand Prive had no knowledge of how the payout checks are processed by their third-party payment processor.

    He advised me that my check was put in the mail to me on May 15th and was processed by a German processing company, so I needed to give it time to reach me. I advised him that I am familar with the process as my Grandbay check sent the same date WAS initiated by German Company BUT an official check from u.s. bank was issued in behalf of that company, and mailed from U.S., as all recent checks have been.

    "Our processors have many withdrawals and we ask you to wait until the 21 days are up"

    THE CHECK HAS BEEN PUT IN THE MAIL TO ME BY THE BANK, RIGHT?

    "YES"

    SO IT WAS ALREADY PROCESSED AND MAILED AND NOW IT IS UP TO THE POSTAL SERVICE TO DELIVER IT TO ME?
    "Yes and that can take up to 21 days"

    21 DAYS AFTER YOU PUT IN THE MAIL TO ME?

    "yes"

    SIR IT DOES NOT TAKE THE POSTAL SERVICE 21 DAYS TO DELIVER A LETTER TO ME FROM ANYWHERE IN THE U.S.A.

    "we can not follow-up on this until the 21 days has elapsed from the time it was processed "

    21 DAYS FROM THE DAY IT WAS MAILED TO ME, MAY 14?

    "yes"


    Dont they understand that once they mail the check to me their 21 days, their processor delays,and the "due to u.s. legislation" scenario, have no further applicability!!![
     
    2 people like this.
  2. May 30, 2007
  3. cyprean

    cyprean Banned User PABnononaccred

    Occupation:
    Freelancer
    Location:
    Sun/Moon
    I feel your pain.

    The same thing is obvious with Playtech Live chat help, I think they are outsourced and have nothing to do with the casino, and thus are always asking players to "please mail our support".
     
    1 person likes this.
  4. May 30, 2007
  5. AudiManinBoro

    AudiManinBoro Ueber Meister MM

    Occupation:
    Sales
    Location:
    UK
    This is highly annoying, personaly I wont play at a casino that wont refund back to my credit card. Having to wait 21 or more days every single time i win would drive me bats :eek:
     
  6. May 30, 2007
  7. footdr

    footdr Banned User: PITA violations of the Forum Rules

    Occupation:
    management
    Location:
    cyberspace
    THIS IS JUST PLAIN IGNORANT

    :what::what:

    YOU CAN NOT GET THROUGH TO THESE PEOPLE. YOU CAN NOT REASON WITH THEM. It is almost funny.

    I even tried to give him an example
    :what:
    .

    .


    the support supervisor actually said

     
    Last edited: May 30, 2007
  8. May 30, 2007
  9. cerdikola

    cerdikola Low Roller

    Occupation:
    ñ
    Location:
    Spain
    I'm not agree with you. there are playtechs with nice live help like XXL Club Casino.

    Some casinos use shared live help, and not their own workers. That doesn't just happens with Playtech ones.
     
    1 person likes this.
  10. May 30, 2007
  11. maaster

    maaster Experienced Member webmeister

    Occupation:
    manager
    Location:
    utrecht, netherlands
    this email i had to search for in my emailbox but i found it..:)

    i emailed this casino if i already had one account with them

    this is seriously what i got as a reply:


    >Unfortunately we can not access your account details as both emails
    >your supplied to us is not found in our system. Please provide your
    >******** username so we can access your account.


    if i knew that i won't be emailing you eh!:what:
     
  12. May 30, 2007
  13. cyprean

    cyprean Banned User PABnononaccred

    Occupation:
    Freelancer
    Location:
    Sun/Moon
    Ah you are right, there a few Playtechs that have a reliable Live help, including Bet365 and XXL Club.

    Most of the less premier Playtechs that fill my Junk Mail box (such as Europa/Del Rio/Megasport etc.) have terrible live chats, which are usually unable to help in the most simple queries.
     
    1 person likes this.
  14. May 31, 2007
  15. footdr

    footdr Banned User: PITA violations of the Forum Rules

    Occupation:
    management
    Location:
    cyberspace
    NOT LIVE HELP

    My post was not a chat. It was a phone conversation with the SUPERVISOR.

    They keep telling me it can take 21 days for the check mailed out of NEW YORK on May 15, 21 days to reach me.

    which is not possible, the check they mailed me on May 14 in payment of another cashin reached me 3 days later from New York

    Customer support at least at microgaming casinos is never kept informed regarding what processors they are using, when the checks are actually mailed out or anything. They always say they will forward your request to the finance dept and reply when they receive an answer and the answer is always "it can take 21 days for you to receive your check".

    That may be true if it was mailed out on the 16th day after the cashin. But not once its mailed.
     
  16. May 31, 2007
  17. XXLClubCasino

    XXLClubCasino Dormant account

    Occupation:
    Casino Manager
    Location:
    Curacao
    Playtech do not provide a chat operators service.

    This 24H player service has to be handled by the license. For our part we operate our own chat support but have outsourced mail and calling center. Of course big groups shares the same chat operators over their different casinos.

    I would say the quality of the answers through our chat support and web site chat is higher and faster than through email and phone requests.

    This is also the reason why many smaller playtech casinos license do not offer 24H chat support, some only offer partial chat supports 6pm to 2 am and so on.
     
    1 person likes this.

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