What do you say about CS like this?

[aodat2]

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]

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

 

[aodat2]

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!!!

 

[The Dude]

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

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

See - it comes across differently.

 

[winbig]

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

 

[AudiManinBoro]

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]

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]

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]

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]

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]

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]

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

 

[KasinoKing]

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!
Not that that's any use to you in the USA...

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

KK

 

[aodat2]

Crypto have it too!
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]

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]

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]

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]

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]

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]

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?

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.

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?

 

[kakata]

well, although it was clearly aodat fault, as he repeatedly stated...I dont think a good CS should answer the way he/her did.....would you have called in case you'd won?
No I would have not...........you guys always win.......so why should Ive called LOL.
Its,IMO, not the right kind of remark a CS should make.......thats all.

 

[aodat2]

Just for your information, I am not going to reveal the name of the casino here. That's why I changed everything and only left the conversation. Considering the fact that I have played over there and have even lost THOUSANDS, I don't think a $40 refund is too much to ask.

Also, this is the first time I have ever asked them about this before. I remember the last time such a thing happened at Inetbet, I emailed them about it and someone actually said... OK, I'll reverse your bet this time since your track record shows that you're NEVER doing stupid mistakes such as hitting on Hard 19 against a 6. But then again, that was a few years ago. Not sure what their policy might be currently. But I'm sure if you look at the past records of someone, you'll be able to tell that I'm NOT so stupid to Double on a hard number.

But again as I said, if he were to say it in a nice way, I would be more than happy to accept his answer as a "No". Not in the manner which he put it currently.

If you don't believe me, ask Pat (32Red) & Enzo (3Dice). Ask them if their CS people would ever say such a thing or not. Better yet, just send an email to the former Global Player. See if their CS sends an email in the most polite manner and the most professional way ever!

Even if I were to just go over to CS and say "I'M SO HAPPY, I WON" they would most probably say "Congratulations" instead of "So what? Its you who won, not me. Don't tell me that!!!"

Coming to think of it, I might be wrong for bugging him but it's his friggin job to listen and he'd have to LIVE WITH IT or go find himself a new job. Before the next person actually say I'm wrong or etc. Think about the job of a CS person. If not to listen and help, then please explain to me what it is about!!!

 

[tim5ny]

I accidently hit the "Bet Max" button on a $5.00 coin video poker machine at the Mohegan Sun Casino. Max wasn't 5 credits on this machine... it was 30. And I didn't even get jacks or better to save my ass. To top it off.. it was the last of my money, and i was struggling. I had about 36 credits to my name.. and just lost 30 at once. A long shitty drive home.

 

[lots0]

First - I am not a casino rep or employee.
2nd - I'm not a very nice person.
3rd - I'm rather blunt and too the point.

Considering the fact that I have played over there and have even lost THOUSANDS, I don't think a $40 refund is too much to ask.

So because you lost thousands, you believe your ENTITLED to be refunded the $40?

So that is what the issue is here, rather than a casino rep that offended you.
I kinda thought it was something like that.

Its,IMO, not the right kind of remark a CS should make.......thats all.

Well, I agree the rep should have been a little more careful of how he said things. But you have to admit... it was what most of us were thinking after we read the conversation...

 

[BingoT]

Tim5ny I would of hunted down a casino host at the Mohegan Sun on that one

And they would of said to you










Do you think we care.
Your the one that made the bet.
And if you won on that would you go to a casino host and tell them that you owe this place some money.Because you wanted to put 5 coins in and not 30

 

[tim5ny]

Tim5ny I would of hunted down a casino host at the Mohegan Sun on that one

And they would of said to you










Do you think we care.
Your the one that made the bet.
And if you won on that would you go to a casino host and tell them that you owe this place some money.Because you wanted to put 5 coins in and not 30

That's why I just took it like a stupid man and went home shortly after that. You have no recourse for something like that. And btw... I didn't hit the button thinking it was going to play 5 coins.. I really accidently hit it with my wrist!!

 

[BingoT]

Hope you had a nice ride home.
I would of went to Foxwoods to see how I would do.

 

[tim5ny]

Hope you had a nice ride home.
I would of went to Foxwoods to see how I would do.

Did I stutter when I said I was broke?

Unless Foxwoods is free!

 

[Edward D. Wood]

Coming to think of it, I might be wrong for bugging him but it's his friggin job to listen and he'd have to LIVE WITH IT or go find himself a new job. Before the next person actually say I'm wrong or etc. Think about the job of a CS person. If not to listen and help, then please explain to me what it is about!!!

Well...I also work as a supporter (Computer and that kind of stuff). Boy, YES there are stupid questions, and even they are my customers and THEY pay me my "living"...what the hell makes you think who you are????? WHY should he listen to something that is your totally your fault AND what is not "changeable"?? Holding your hand like in those days when were all young?
And...if you really lost thousands...whats the point in another wasted 40$? You would loose them 17 minutes later......
Sorry - for being a bit aggressive, but this kind of thinking, is way out of anything.

And YES, I did the same right this afternoon. Had 40$, clicked on "Spring break" and instead of betting 2.25 I played for 20$..and after2 rounds I wondered why the "go to the bank" pop up came.....well. Stupid, I know.
Get on with it - this discussion is pointless.

The only thing that would be ok - if you write a mail to the company and setting up a change request => a warning message at "17" or higher.....

 

[babs7262]

You what really annoys me the most? When somebody comes in here, asks for an opinion and when it doesnt jive with theirs, they get pissy!

You asked, we all answered (mostly in concert I might add). Get over it and move on. God, I only wish I had a $40 problem in my life

 

[Edward D. Wood]

Babs:

Maybe you are right when you say...they get pissy. And yes maybe some of us (me included) overreacted. But, I don`t think that it was too harsh.
Sure, we all wanted to be respectet and to be treat well and in a good manner.
But somethings getting a bit wind in the face....he won`t hang himself up on a tree. Sometimes you need someone who shakes you a bit - coming back down on earth with the feets. (aaargh....in my language this sentence makes sense)

 

[babs7262]

Im sorry Superstoopid,

I have no idea what you just said lol. I wasnt referring to you, I was referring to the OP. Maybe use different words, Im sorry, Im not being rude, I honestly cant put together what you just wrote.

 

[chuchu59]

You what really annoys me the most? When somebody comes in here, asks for an opinion and when it doesnt jive with theirs, they get pissy!

You asked, we all answered (mostly in concert I might add). Get over it and move on. God, I only wish I had a $40 problem in my life

Babs, I think you meant you wished you ONLY had a $40 problem in your life. Me too gal. Unfortunately, there are plenty more and much bigger.

However, this issue shows exactly what CSRs are here for. Customers are sometimes irated through their own faults and the way a rep handles the situation is important. When Aodat said that $40 isnt too much to ask for a refund, I doubt whether he really meant it. It was trather a spur of the moment. If the rep had been trained well, he would have alleviated the burden off Aodat through his choice of words. The player must be kicking himself already and those unsympathetic words dont really help.

 

[Scooter7]

As a former B&M dealer, I've seen a lot (no one has seen everything, but I've seen a lot).

I once had a player with a 20 (two face cards) on a $50 bet.
He put up an extra bet and told me 'double'.
I actually asked him three times if he meant to split (also a horrible idea) even though I wasn't supposed to question his decision.
He got angry and told me he knew what he was doing.
He was such a good player that he managed to tie the high score record of 30!

When dealing blackjack, if a player made what appeared to be well outside their normal play, it wasn't correct to confirm the decision with them simply because the dealer isn't allowed to play the player's hand for them.

However...unless the player was a total asshole, I would 'pretend' to have missed their hand signal and I would make them repeat it. Usually they (or another player) would notice that they were about to do something mathematically stupid and I had very subtly saved the day.

Online, you can't quite expect that level of finesse, but you can expect that things like hitting on 20 are mistakes and the software should be designed to protect the player. It's excellent customer service and it promotes player loyalty to the casino.

When I play on Microgaming software, I have to go slower and be more careful simply because they have absolutely no player protection controls in the software. Additionally, the way they place their buttons is poorly designed which leads to plenty of accidental clicks if I'm not really attentive.

 

[BingoT]

Did I stutter when I said I was broke?

Unless Foxwoods is free!

I'm always broke.
But least I have a bank debt card.
Oh that's right they don't give children them kind of cards to use.
I'm sorry

 

[babs7262]

When my best friend and I went to the Trop a few months ago, she put a $100 bill in a slot machine. She was going to play $3 at a time. She pressed the wrong button and only got 2 spins. She realized she played $50 a hand. She NEVER plays $50 spins in all the years she's been gambling. Did she ask for her money back? NO....she just said to me..."Im such an idiot for not paying attention, there goes $100"

The next day I did the same thing except on a smaller scale. I put in a $20 and didnt push the right denomination amount and got 2 spins at $10 each instead of $1 spins. I didnt ask for that money back. I just got mad at myself for not paying attention. That's why it's called gambling. You have a choice to play and pay attention or not play. Im choosing not to play much anymore and closed out 3 accounts in 2 days. I only have 2 casino accounts now because I am choosing this.

 

[tim5ny]

I'm always broke.
But least I have a bank debt card.
Oh that's right they don't give children them kind of cards to use.
I'm sorry

what a crazy guy you are Bingo!

 

[BingoT]

what a crazy guy you are Bingo!

That's right
You should hang out with me sometime at the casinos.I'll show ya how crazy Iam.We don't go just to play

 

[Aldebaran]

I was carrying in my groceries when a bottle of tomato sauce slipped through my fingers and smashed on the floor.
Of course I phoned up the grocery store help line and told them what happened, I mean, they should have handles on these bottles, and maybe if I whine long enough then they should give me at least 2 free bottles of sauce, but I'm going to pretend I want sympathy. Just sympathy.

I have been shopping there for years and spent thousands with them, I am a loyal customer. If they aren't going to give me something for nothing then at least be sympathetic.

I really screwed up dinner last night and added too much mustard, think I will phone up the mustard help line and ask for sympathy. What about the bottle store, yes that's a good idea, I drowned my sorrows over the awful dinner and now I have a headache and the aspirin has upset my stomach, I'll trot myself back to the store and demand sympathy, repeatedly. Then I'll whine about their counselling skills when I get asked to leave the store.

This thread is ridiculous. Maybe customer support could have used smileys, Maybe he could have apologised to you for your loss, but why should he, its not the casino's mistake.
If you want sympathy phone lifeline or crisisline or whatever. I don't think counselling people is in their employment contracts.

Grow up, life and gambling, is not kindergarten, you don't get another ice cream and a cuddle from the teacher when you drop your ice cream on the floor.

 

[farookh]

RE:

Actually this has happened to me before at an RTG casino. I emailed the manager and was told since it was an obvious mistake (hitting a hard 20) they would credit the amount back and let me play it out. It really does depend on your relationship at the casino, manager etc...I'm sure if you were a heavy depositer and it never occured before the manager might take a look at it. CSRs hands are tied in relation to your actual play. Most casinos probably would tell you to forget it.

 

[Matthew23]

My local casino has electronic blackjack. There is a dealer, but he just presses buttons instead of dealing cards.

One night I was very drunk and the dealer was very tired. Between us we made so many mistakes i lost count. Most of them were my fault! But never once was it a problem in any way. We just laughed about it. This is how it should be IMO

I think the casinos decision not to refund your bet is wrong. It's different if you lost $40 on slots and said "ops I played the wrong slot" not when it was clearly a mistake and your account history would show that you never play this way.

Anyone with even the slightest bit of business sense would know that the right thing to do would be to refund your bet under these circumstances. Instead they kick you when you're down, incredible

 

[AudiManinBoro]

You cant seriously expect a casino to refund a bet that YOU made in error. All a casino does is provide you with the facility to make bets and play on the games of your choice. Why should the casino pick up the blame? or for that matter the responsibility of bailing you out every time you cock up? They shouldnt, like with most things in life, if you make a mistake you usually have to live with it. Dont expect others to pick up the problems and mistakes you make. Learn from them and move on

 

[BingoT]

I can't believe this thread is still going on here.
It's a human error and gambling is still going on.
Human Error we all make them.
It's like if you were a compulsive gambler and you lost everything you own and hardship took over would you blame the casino for this? NO all you can do is blame yourself.
See if the casino will pay your bills after you tell them your problem. I don't think so.
But I do have to say if you complain to the right person they may throw in a extra bonus for ya.
Like me and Foxwoods & The Mohegan Sun Casino if my Wife gets a $100.00 gas card or any other promo and I don't I tell them a good story and they give me one as well.

 

[petkaymad]

It's like if you were a compulsive gambler and you lost everything you own and hardship took over would you blame the casino for this? NO all you can do is blame yourself.

Here in Australia a casino did get sued by a compulsive gambler who lost millions for letting him continue to lose money and encourage hime to bet, I think he may have won the case when it went to court, but I can't clearly remember.

 

[BingoT]

You do hear of cases like that.But you never hear the outcome of the whole matter.
It would be cool to see a thread that deals in this.
A News Flash I can see it now.
"Compulsive Gambler Wins Casino After Being A Compulsive Gambler In It"