What do you say about CS like this?

aodat2

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I did a HUGE mistake by clicking double again after I doubled once (on Spanish BJ) and got a bust card. It was purely my mistake and I didn't mean to do it but if it's their decision not to help, there's nothing I could do. But then again, after contacting their CS, it seems to make things worse. All names and etc has been changed to make it anonymous.

Please do tell me if I'm being too much or if the CS really needs improvement. This is our conversation:

Please wait for a site operator to respond.
You are now chatting with 'CS GUY'
CS GUY: Welcome to Customer Services. My name is CS GUY. How may I help you?
ME: Hi CS GUY
ME: I did a very very HUGE mistake while playing blackjack a few moments ago
ME: I was playing spanish BJ and doubled, after that, I accidentally clicked DOUBLE again instead of STAND
CS GUY: Ok
ME: is there something you could do for me to cancel the bet or something like that?
CS GUY: No sorry there isn't Aaron
CS GUY: Your bets have all been processed
ME: I was suppose to click on Stand, didn't see that it was another DOUBLE!
ME: I so totally didn't mean to click on DOUBLE again!!!!
ME: It can't be that I just lost my money just like that, right?
ME: it was done out of PURELY a mistake
CS GUY: That is your mistake Aaron, you must live with it
CS GUY: Would you have contacted us the bet was a winner to say you made a mistake? I doubt it
ME: yes but would you have doubled on 17???
CS GUY: I was not playing Aaron
CS GUY: You were the one who doubled


So after all this conversation what would you have felt? How would this casino rate in your books?
 

chuchu59

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Frankly, you should not have contacted the casino on this issue as they cannot do anything about it unless the Double Button was so antangonisingly close to the Stand Button. That said, however, its just as well that you did otherwise we shall never be able to realise that there are such lousy CS reps out there. As if the pain on losing the bet is not enough, his remarks simply added salt to your wounds. I wouldnt rate the casino purely on one incident though but this CS rep needs to learn to be polite and helpful otherwise he just isnt fit for the job and he must LEARN TO LIVE WITH IT:D:D:D
 

aodat2

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I know it's my own fault for the mistake but as said, I was really hoping that they will give me some compassion and perhaps do something about this. However, if they could not I would still understand. Just not this way. It's bad enough losing, having a CS like this just makes everything totally SOUR!!!
 

Casinomeister

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You should look at this from the CS's viewpoint as well. What was he supposed to do, give you your money back? :what:

Maybe he should have used more smiley faces or something - like this:

Would you have contacted us the bet was a winner to say you made a mistake? I doubt it :D
See - it comes across differently. :D
 

winbig

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Playing devil's advocate here, but:

How hard is it for the software developers to actually put in the software "You have hard 17-20, do you REALLY want to hit/double?"

Kudos for 3Dice for having this in place. They're the only ones that I know of. Misclicks happen all of the time. I've been a victim of it many times...it sucks, but yes, we have to live with it. IMO I agree with the CSR, but the way they came across was way out of line - smiley face or not :p
 

AudiManinBoro

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I disagree, having software which constantly asks you again if you `really` want to do this becomes annoying very very quickly. When i click a button i know its the button i want to click. I dont NEED to be reminded with every single click. Barring unfortunate moments were im sure we have all clicked the wrong button from time to time, they are fortunatly few and far between. It was a mistake to Bother customer support in the first place with a matter that you KNOW could not be rectified! Thats like betting on a horse and it losing then going to the bookies and saying sorry i meant to put the OTHER horse on my betting slip. Casinos just provide the facility to bet, HOW you bet is entirely upto you, as are the mistakes that you make. Sorry but its the truth of it and sugar coating it over and blaming `unhelpful` cs reps who cant do anything BUT be unhelpful was a waste of time imo.
 

USA2112

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Mistakes happen and when we make them we have to live with them, other wise, sh*t happens. I have made the same type of mistake my self by hitting the max button with slots "so I do know how it feels" but it was my mistake and I just live with it and move on with my game.

Precautions being added would be fine and good for some players but would also be annoying to others and Even though it would avoid this type of mistake from happening I don't think casinos should be expected to have this option in place. How about a do over button, that would be nice. ;)
 

aodat2

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AGAIN, let me clarify that I didn't say it wasn't my fault. In fact, I AGREE that it's my own fault. The only thing I have against the CS person is that they acted or answered in a TOTALLY UNPROFESSIONAL manner.

If you were in a real casino, I am sure the dealer would most probably ask you again even when you say you would like to Double Down on a hard 12!!! But coming back, I'm not expecting the CS to do anything drastic or something but... putting everything in the way he put it just totally makes things worse.

Think about this...

If your friend just fell down and got hurt and he stood back up and told you about it, would you:

a) Scold him that he's an idiot for falling down
b) Laugh at him for not being careful
c) Ask him if he's OK and try to show concern

Which would you do in this case? If you answer "a" or "b", then I guess I'd rather not have you as my friend but if you answered "c" then at least you're worth being a friend. My case is exactly like this... that CS guy actually used "a" or "b" as an answer. How nice... would I play at that casino ever again? NEVER!!!
 

AudiManinBoro

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Sorry aodat but i personally dont think there was anything wrong with the CS reps tone. They wernt belligerent towards you nor insulting, they just explained it like it is. CS are people just the same as you or i and they are there to provide assistance and hopefully straight and clear answers and the rep in question here wasnt unproffesional at all imo if maybe a little curt but then curt is what you should expect if you ask a daft question. You made a mistake and you were trying to get the casino to reverse an action that you should have known full well was never going to happen. When you persisted, the CS operator explaind with an example of what would happen had the situation been reversed and they were right. Had you actually WON with your second double, i highly doubt you would have been contacting the casino complaining. No offence but if you bother customer support with dumb questions, you should expect dumb answers. You should never have asked CS such a question to begin with.
 

BingoT

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CS Guy should of said sorry about your mistake and gave it to someone higher to handle and left it alone.
Like a real casino you go to a casino host not an operator.
A casino host may be some what nicer to speak with on this and maybe they would of gave you a free bet or something in return.
We all make mistakes in our daily life and we learn from them.
I bet the next time you will make sure you push the right button.
Life's a B when we make a mistake.
Better luck next time.

And the C is the right one
c) Ask him if he's OK and try to show concern
Everyone knows this if they are a true friend they would ask this.
CS just hit you hard when your down to the ground already.
Never hit someone that is down already.
 

aodat2

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Audi, if you have not played in a casino before, then perhaps you should try but then again, if it was something like that, sometimes CS would be able to do something and be nice to perhaps credit back the wrongdoing as it was totally unintentional. It's not that I do this all the time, this happened once only and if it was answered in a better way, I guess I wouldn't even ask anything if he really said "NO".
 

AudiManinBoro

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oh i agree aodat its frustrating and annoying to click the wrong button, I know so well as im a member of over 45 casinos , 15 of which i play at regularly so im quite aware of the mistakes one can make. However by same token if you had asked me first I would have told you not to waste your breath or rather the time in typing to customer support over an issue you had no chance of resolving to your benefit. I dont blame you for kicking yourself ive done it myself, a couple of times when you know you hit the wrong button. Done it on slots with max bet a few times by accident and its a case of dammmm lol But you were really complaining to CS about your own stupidity nothing else, and im afraid NO casino can help you out with that :D
 

KasinoKing

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Playing devil's advocate here, but:

How hard is it for the software developers to actually put in the software "You have hard 17-20, do you REALLY want to hit/double?"

Kudos for 3Dice for having this in place. They're the only ones that I know of.
Crypto have it too! :thumbsup:
Not that that's any use to you in the USA... :(

Just one question for aodat2; How much were you betting exactly?

KK
 

aodat2

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Crypto have it too! :thumbsup:
Not that that's any use to you in the USA... :(

Just one question for aodat2; How much were you betting exactly?

KK
Was betting $10, Doubled for another $10, then accidentally clicked again for $20. Total = $40.

Was totally not a big bet at all. Just something in the mid end.
 

babs7262

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It didnt look like the CS guy was rude to me. He was ok. You kept pressuring him and he didnt have anything to say but "it was your mistake" and he was right...you wouldnt of contacted them if it was a win. Do you know how many times I hit "play max" by accident? It nauseated me at times but that's life.

I feel your pain, but the CS guy didnt say anything rude in my eyes. IMHO, if it had "are you really sure ....." that would get old after awhile, infact although 3 dice has nice 3d software, I hate that stuff that shows up and interupts the game when you hit a nice spin. I just wanna play when Im focused and I dont feel the need for interuptions. A live dealer at a B&M wouldnt say "are you sure you wanna do that?" maybe in Vegas but in A.C. they arent suppose to talk
 

vinylweatherman

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All very well, hovever casinos DO "void bets" that they have already accepted when the CASINO ends up losing. Clearly, it is just as easy to hit the wrong button as to make a silly mistake of another kind, such as getting confused as to what games "don't count" or are "forbidden", or even registering in the wrong currency. Casinos use these mistakes to void winnings, so they are being a little hypocritical in saying a bet MUST be accepted when the software has processed it, whatever the circumstances.
Some of these mistakes that cause voided winnings are down to the casino not making it clear enough in the terms (such as burying important terms in a whole load of "lawyer speak" that players would not really understand unless they were software engineers or contract lawyers). They click "accept" because they believe that, as a mere player, they won't be affected by terms that waffle on about "object code", "reverse engineering", and the like.

If casinos would agree to stand fully by THEIR mistakes, learn from them, but pay the player, then they have more right to stand firm against players who might want a bet reversed because THEY just made a silly mistake while playing.
 

BubbleG

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Earth, man!
Lets say the casino showed compassion and refunded your bet. You then follow the exact same line as you have done now except your post is a glowing thumbs up for casino x and the cs guy.

All of a sudden casino x has 1000 people on live support who all accidentally lost a big bet or some other story like the cat jumped on the mouse and clicked double down when i had a $500 bet out etc etc.

If you or anybody makes a mistake or has an accident as unintentional as it maybe only you can deal with the consequences, in this case a lost bet...
 

winbig

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I disagree, having software which constantly asks you again if you `really` want to do this becomes annoying very very quickly. When i click a button i know its the button i want to click. I dont NEED to be reminded with every single click. Barring unfortunate moments were im sure we have all clicked the wrong button from time to time, they are fortunatly few and far between. It was a mistake to Bother customer support in the first place with a matter that you KNOW could not be rectified! Thats like betting on a horse and it losing then going to the bookies and saying sorry i meant to put the OTHER horse on my betting slip. Casinos just provide the facility to bet, HOW you bet is entirely upto you, as are the mistakes that you make. Sorry but its the truth of it and sugar coating it over and blaming `unhelpful` cs reps who cant do anything BUT be unhelpful was a waste of time imo.
So, you would find it "annoying" if a window popped up while you had $100 on a hand of blackjack and mistakenly hit a hard 20?
 

pacers31

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Yeah ya' makes your bets, and takes your chances. I know it sucks, I've done that before also. I don't think you should have complained to the casino about it though. PM me if you want and I'll let you cry on my shoulder!! Hell, seems I'm crying all the time lately the way my luck is going!!LOL! Anyway, I hope you hit a big one next time it happens (Hopefully it won't though!)

Brian
 

lots0

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I don't see anything wrong with what the service rep said.

What was he supposed to say... "It's cool, you can have your money back and next time you make a mistake we will fix that too..."

I also agree with service rep... Would you have contacted the casino if the mistake would have been in your favor? :rolleyes:

Maybe... if I go back to all the casinos I've lost money at and tell them I made a mistake and I want my money back... No on second thought, I don't want to get laughed at. :lolup:

I can't believe you even contacted the casino with this or posted it here.

Seriously, what did you think the service rep was going to say?
 

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