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

footdr

Banned User: PITA violations of the Forum Rules
Joined
Jan 13, 2006
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!!![
 

cyprean

Banned User
PABnononaccred
Joined
Jul 31, 2006
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".
 

AudiManinBoro

Ueber Meister
MM
Joined
Jun 19, 2006
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:
 

footdr

Banned User: PITA violations of the Forum Rules
Joined
Jan 13, 2006
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:
"OK, you order a CD from me and I tell you it can take 4-21 days to process and mail your order..
You call 4 days later I tell you it was mailed today
.

10 days go by you haven't received it. All your previous orders arrived 3 days after they were mailed. So you ask me to check with the orders department to make sure it was actually mailed, and double check the address it was mailed to
.

I reply
I AM NOT ABLE TO CONTACT THE ORDERS DEPARTMENT. AS I TOLD YOU IT CAN TAKE 21 DAYS TO PROCESS AND MAIL YOUR ORDER, IT HAS ONLY BEEN 14 DAYS."

the support supervisor actually said

"I see what you are saying and it can be frustrating but it can take 21 days to process the check that is our policy you will have to wait until the 21 days are up"
 
Last edited:

cerdikola

Low Roller
Joined
Dec 26, 2006
Location
Spain
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".
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.
 

maaster

Experienced Member
webmeister
Joined
Apr 5, 2005
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:
 

cyprean

Banned User
PABnononaccred
Joined
Jul 31, 2006
Location
Sun/Moon
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.
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.
 

footdr

Banned User: PITA violations of the Forum Rules
Joined
Jan 13, 2006
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.
 

XXLClubCasino

Dormant account
Joined
Oct 17, 2006
Location
Curacao
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".
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.
 

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