What if this were you ?

[I BEEN THERE]

I would like HONEST opinions please to this important question.

What if you were a very strong supporter ( By that I mean frequent depositor & player ) and you emailed to ask for a bonus & BY MISTAKE the site sent you an email that was meant for someone else's eyes that said " Could you please help me with this irritating woman ? " & it was in reference to you ?

The reason they think I am irritating is because as some of you know from my post, I speak my OWN mind & told them what I thought about a few things.

My own feelings on this matter is: I don't care how irritating or nice ANY player is, they should ALL be treated with respect since they do support you with their deposits. NONE would not stay in business if not FOR ALL PEOPLE.
To call someone irritating that is paying your check is not smart business !

PS : YES THEY APOLOGIZED ( well not the sender ) AND YES THEY STILL DO NOT APPRECIATE MY BUSINESS LIKE SOME OTHERS DO !!

Now before you decide. Please take note: This is probably one of the very few MG site(s) that still pays off halfway decent & some of the support staff are fine but...................................... the email and knowing now how they truly feel...

Do you stay or do you go ?

LOOKING FORWARD TO ANY REPLIES !! THANKS !!

I BEEN THERE

 

[Pinababy69]

I'd be gone before you could blink your eyes....and I'd love to know which casino this is. This is indicative of what exactly is wrong with the industry in general....zero respect for players, the bread and butter, and the ones who put food on the tables of employees, webmasters and affiliates. I realize that this can't be applied to every casino and their staff....but I'd guess it goes on a whole lot more than what we think. Makes me sick.

 

[rockycatt]

it was only one person's view at the time and he/she was actually trying to enlist another in there view at the time
id blow it off like a traffic thingy like when some one makes a hand gesture

to let that take any quality from your life would be a insult to all your cherished dreams

elaphant skin is good ... rockycatt

 

[gloria460]

That might have been the opinion of just one person one can't really know. I suspect most of them probably say this from time to time about all players but we're none the wiser.

Since you said it's one of the few casinos that pay decent then I wouldn't cut off my nose to spite my face. I'd get an apology from the person who wrote it and ask for him not to handle any request from me again.

 

[Jasminebed]

Since all MG casinos pay back the same returns, unless you have awfully good bonuses or loyalty privileges, I'd walk. I'd let them know why too.

No staff, any industry, should talk about their customers with disrespect, especially with a paper trail, let alone be deliquent enough to send same to the customer in error.

Did the apology come with a ND free chip?

Trezz had a similar issue with receiving an internal email by mistake...https://www.casinomeister.com/forum...ives-incompitances-a-whole-new-meaning.29126/

 

[I BEEN THERE]

Since you said it's one of the few casinos that pay decent then I wouldn't cut off my nose to spite my face. I'd get an apology from the person who wrote it and ask for him not to handle any request from me again.

Thanks for your opinion but this is 1 major of a FEW IMPORTANT THINGS that matter to me. I just wanted an opinion on this first and I thank you all for sharing them.

I BEEN THERE

 

[I BEEN THERE]

Did the apology come with a ND free chip?

LMAO ARE YOU KIDDING ?? THERE BONUS'S IF YOU ARE LUCKY ENOUGH TO GET ONE AFTER GIVING THEM 5K IS 20 BUX WITH 30X WR. I GOT NOTHING FROM THEM AT ALL BUT A WE ARE SORRY !


I BEEN THERE

 

[Pinababy69]

Since all MG casinos pay back the same returns, unless you have awfully good bonuses or loyalty privileges, I'd walk. I'd let them know why too.

No staff, any industry, should talk about their customers with disrespect, especially with a paper trail, let alone be deliquent enough to send same to the customer in error.

Couldn't agree more Jazzy, especially with the bolded part. I worked as a bartender off and on for ten years, and let me tell you that dealing with lecherous, drinking men is no barrel of monkeys (some of the time, lol). But if there were times when someone got out of hand, I would try (politely at first) to explain to them why their behaviour was unacceptable. If that didn't work, I'd get a bit more forceful. And then there were the very few times when someone really got out of line, and there's a good chance that I called him an asshole to his face, and had a doorman escort him from the premises. But 99% of the time, I could handle any situation that arose, and still keep a smile on my face, the customer happy and the tips flowing into my jar.

In this case, it doesn't even sound like the OP was rude to them...just voiced an opinion. And this particular employee chose to see the OP as a pain in the ass, and too much trouble to deal with in a proper manner. Totally unacceptable IMO. Nothing to do with it letting it affect you OP....I just wouldn't deal with a casino whose staff have this type of attitude, and where it is obviously tolerated.

 

[vegetagirl2008]

It seems these people are not professional. When you conduct business you must act professional and your e-mails are to be written professionally as well. When you do or say evil things they have a tendency of biting you in the ass. Yes they apologized but things like that hurt. You have a personal relationship with these people and for them to say things like that makes me wonder what is done behind the scenes.

 

[bb28]

I'm with Pina on this.........I'd walk but if you are considering staying with this casino, I'd ask how they plan to deal with the CS rep and I'd also ask them how they plan to make it up to you. (Kiss your ass)

As a former customer service rep there have been times when I've said something that I shouldn't have but in all honesty I tried my best to treat everyone with the respect that we all deserve and have every right to expect. In my experience I've found that 98% of folks are reasonable and nice even if they are angry or frustrated at that particular moment. There is almost always some way to satisfy or correct the issue. Sometimes all it takes is to ask the customer themselves "how would you like this to be resolved?" Usually they know what they want and the request is not unreasonable.

Bottom line is it shouldn't have been said at all.....and worse it was emailed to you by mistake.
Oh and you have every right to feel bad about it....it was hurtful.


BTW........I think you should name and shame.

 

[NicolasJohnson]

from the operator side.

I can understand this happening. Sometimes CS reps misbehave and it is hard for management to control this.

Having said, that, this is no excuse. I'm an American. I believe in Customer Satisfaction; the customer is always right. If I was in charge, I would contact you as an upper management representative of the establishment, apologize, offer you a free play, and explain that this person's behaviour was WAY out of line, and they will be punished accordingly. :notworthy

As a customer I except no less, regardless of the establishment. Whether it is my regular restaurant, the regular beach hotel I go to, or any other place. If I get an apology from management + a freebie, I would let it go.

I would also let you know that the person who wrote this will not be allowed to answer ANY emails from you.

 

[slotheadlizard]

Unacceptable

I think what that rep did was unacceptable. To voice this opinion about a valued player is one thing, but to actually put it in writing is quite another. The fact that it happened tells me that it was said in such a way that makes me believe that they communicate about their customers like this all of the time. They must have been sending it to someone that could approve or disapprove a bonus like a supervisor. Is this type of communication ok with upper management? They don't actually value the paying customer, and you are in fact just a number!

I would not be too concerned that the rep did not apologize. It could be whoever trained them is at fault. I know when I was in CS, if we ever even hinted at disrespecting a customer, we would repremanded, and retrained, or even let go. The customer pays our salary.

If this is a good casino that has paid in the past I would accept the apology and move on. I would also know in my heart that they don't really care about me, just my money.


My 2Cents is all.

 

[love2winalot]

Hiya: Well, since you ask for our honest opinion, here is mine. When people in any sort of customer service position, from Gambling, to a teller at a bank, to tec support, to Apartment Management, it is the same. You see different people at different times, and sometimes they are great to talk to, and other times they are always upset about something. But you only have to deal with them once, or maybe twice.

Then, once in a while you run into, for the lack of a better term, The Customer from hell".
"Why is my bank account short by $1"?
"Why was there an emergency water shut off, without prior notice"?
"Why is my Bonus winnings not processed in less than an hour"?
and so on......."not saying this is you".

This is the person you see coming, and instantly think, "Oh Man, Now What"?

In person, it is much easier to bite your lip, and suck it up, and say, "Hi, how may i help you,.........again". hehe

But on the internet, it is so much easier to type whatever you feel like. And Every one of US, has at some point, typed something in anger, that we later kind of wish we had not". The most common, regarding internet gambling would be, "Thanks for taking all my money with your cheating software, Jerks".

In your case it was the rep from the Casino doing it to you, in an indirect way. So, what to do? It is as simple as this. Is what happened the actions of, "One Person", acting on their own, or it is the actions of, "The Casino" as a whole? The answer tells you what to do.

 

[bb28]

In your case it was the rep from the Casino doing it to you, in an indirect way. So, what to do? It is as simple as this. Is what happened the actions of, "One Person", acting on their own, or it is the actions of, "The Casino" as a whole? The answer tells you what to do.

IMO, The customer service person who was rude reflects badly on the casino as a whole, even though it was the act of one person, who might just have been having the day from hell, but.........excuses really don't cut it.

I think the casino should kiss ass.....really big kiss ass if they want to keep the player.
Even then it doesn't make it all okie dokey.

 

[Pinababy69]

excuses really don't cut it.

I think the casino should kiss ass.....really big kiss ass if they want to keep the player.
Even then it doesn't make it all okie dokey.

To steal a line from Richard Gere in Pretty Woman:

You know what we're gonna need here? We're going to need a few more people helping us out. I'll tell you why. We are going to be spending an obscene amount of money in here. So we're going to need a lot more help sucking up to us, 'cause that's what we really like.

Those salesgirls FLEW around the store.....because that's the way you treat customers who spend money in your establishment. You don't have to like them, you can even curse them in your mind....but you cater to them, and you are never, ever rude (unless there were extreme circumstances ie. someone spit in your face, etc.).

BTW, Ilovetowin...some of those examples you give are valid complaints...nobody's bank account should be short by a dime, a dollar...nothing. Having your water shutoff without notice certainly deserves at the very least a polite, reasonable explanation. And yeah, I expect CS reps to reply to ALL my queries promptly, politely and with a relevant answer. It's called customer service, and that's what they are paid for (via us the players).

 

[zebedy]

the first thing i would be doing was to demand to speak to someone from management and see what they had to say and do about it, then take it from there,
if i was satisfied with there solution then i would probably keep playing but i would take a break and play elsewhere for a while,
if i was unsatisfied with what they were going to do about it id tell them to go #### themselves ,

 

[Nifty29]

I hate customers.

Im glad Ive never been one.

 

[Casinomeister]

I'd be gone before you could blink your eyes....and I'd love to know which casino this is. This is indicative of what exactly is wrong with the industry in general....zero respect for players, the bread and butter, and the ones who put food on the tables of employees, webmasters and affiliates. I realize that this can't be applied to every casino and their staff....but I'd guess it goes on a whole lot more than what we think. Makes me sick.

Just to be the devil's advocate, why is it acceptable for players to anonymously chastise, berate, and beat up casinos in a most public way, yet if a casino's CSR makes a comment to another staff that's not okay? Posting emails, chat sessions, and other private correspondence seem to be totally acceptable by some; I think this should be a two way street.

It wasn't like this comment was directed at this player directly, it was a comment made about this player to another staff member.

Just like there are casinos from hell; there are players who fall into the same category

 

[Balky]

There is no way for any CS representative to be rude towards a depositing loyal player. Players that deposit and (mostly) lose money to a casino, have the right to be decently treated. A player is buying something from the casino - he is buying entertainment and a chance to win something. If you went to a shop and heard the staff naming you "an annoying person", would you consider to continue buying in that shop?!? Friendly customer support is one of the most important reasons for me in choosing the OC i play at.

Cheers Balky

 

[Pinababy69]

Just to be the devil's advocate, why is it acceptable for players to anonymously chastise, berate, and beat up casinos in a most public way, yet if a casino's CSR makes a comment to another staff that's not okay? Posting emails, chat sessions, and other private correspondence seem to be totally acceptable by some; I think this should be a two way street.

It wasn't like this comment was directed at this player directly, it was a comment made about this player to another staff member.

Just like there are casinos from hell; there are players who fall into the same category

Bloody hell, no coffee yet this morning Bryan?

In answer to the first paragraph, I personally don't think it's okay to publicly berate a casino for no reason, or for frivolous reasons. I've always been of the mind that if the complaint or beef is legit or valid, then it should be open for discussion. The casinos are in business to serve us, the players....we are not here to please them. They (meaning the employees) earn their living from us. If that means catering to our every whim and fancy, so be it...suck it up and do your job....and do it with a smile on your face, or find another line of work. JMO.

As to posting (private) chats, emails or PM's....an absolute no no in my book, for player or casino. Posting a transcript of a live chat I don't see as a huge transgression if it is being used to highlight a glaring deficiency in CS or casino policy, etc.

Second paragraph...I'm truly shocked that you would think a comment of this sort is acceptable in any way. Like I said, curse the customer to hell and back in your mind, under your breath...whatever. But you do not ever voice that opinion out loud. And as Jazzy said, for Christ's sakes, don't be silly enough to record your thoughts on "paper".

Agreed on the players from hell statement....no doubt in my mind. I can be a royal pain in the ass....ask Pat or Enzo.

But neither of them or any of their staff has ever indicated in any way, shape or form that I am anything other than wonderful. They all make me feel like I'm the most important customer they have. Maybe they're rolling their eyes at me in private, but I'll never know it. And I can guarantee that if one of their staff acted that way to a customer, there'd be hell to pay.

I also have to agree with the person who said that it "seemed" that message was meant for possibly a supervisor/manager, in the way they asked for help in dealing with this annoying woman. If a CS rep feels comfortable enough talking to a superior in this fashion regarding a paying customer, that tells me this is pretty acceptable behaviour all around at this establishment. It's totally unacceptable in my book.

All JMO you understand.

 

[spearmaster]

Someone has to draw a line somewhere. There are definitely customers from hell which are simply not worth the hassle, though I think this particular instance was pretty stupid regardless - at the very least don't let the customer know that you're irritated.

That said - CS does need to bend over backwards to help the customer - but one can't blame the CS for getting frustrated.

If I were the customer in this particular instance - I'd go somewhere else.

 

[Pinababy69]

That said - CS does need to bend over backwards to help the customer - but one can't blame the CS for getting frustrated.

If I were the customer in this particular instance - I'd go somewhere else.

Agreed Spear, they can get frustrated all they want. They can pull all their hair out, chew all their nails off, they can go home and punch holes in their walls...I don't care. What they can't do is what happened here.

And hey....did you see that Bryan was playing devil's advocate in your absence? I thought maybe you were on vacation...sort of caught me off guard.

 

[KasinoKing]

LMAO ARE YOU KIDDING ?? THERE BONUS'S IF YOU ARE LUCKY ENOUGH TO GET ONE AFTER GIVING THEM 5K IS 20 BUX WITH 30X WR. I GOT NOTHING FROM THEM AT ALL BUT A WE ARE SORRY !

I BEEN THERE

Well with those levels of deposits, unless you are in the USA I would say 'Get Stiffed' to this casino & sign up to 32Red and Ladbrokes instead; you will definitely get plenty of bonuses in appreciation of your custom there!

As for my opinion on how CS people in general should behave - ready Pinababy's posts!

KK

 

[same_old]

Just to be the devil's advocate, why is it acceptable for players to anonymously chastise, berate, and beat up casinos in a most public way, yet if a casino's CSR makes a comment to another staff that's not okay? Posting emails, chat sessions, and other private correspondence seem to be totally acceptable by some; I think this should be a two way street.

It wasn't like this comment was directed at this player directly, it was a comment made about this player to another staff member.

Just like there are casinos from hell; there are players who fall into the same category

I kind of agree with Kilgore Trout (aka casinomeister) on this one.

by all means not having a go at the poster of the thread here, but , some people will just continue to email to try and get a point across when a casino has already dealt with the issue and classed the matter as resolved, in many cases Ive seen the client will keep on emailing, become aggitated and then it just gets nowhere- the OP always will speak nice to the person face to face but inhouse, well that's a different story altogether, I knwo this as I work in the industry and see this happens almost daily. It becomes tiresome for the customer service operator dealing with these day in and day out.

The OP did indicate she said that she speaks her mind to these people so there may have been constant emails back and forth over the same thing.The customer service operators think the matter is resolved and then BAM!! in comes another email from the client about the same issue..

My two cents!!

 

[I BEEN THERE]

Just to be the devil's advocate, why is it acceptable for players to anonymously chastise, berate, and beat up casinos in a most public way, yet if a casino's CSR makes a comment to another staff that's not okay? Posting emails, chat sessions, and other private correspondence seem to be totally acceptable by some; I think this should be a two way street.

It wasn't like this comment was directed at this player directly, it was a comment made about this player to another staff member.

Just like there are casinos from hell; there are players who fall into the same category

First of all absolutley nobody knows whom this casino is besides me except perhaps them if they read & you meister from them trying to smooooooooze over something before it escalates by trying to make me out to be the bad guy/gal here. So nothing public here but a question and some opinions, YET.
I simply asked what would you do if ?
As to their comment. Nope ! You are absolutely correct it was NOT made to me directly WHICH IS FAR WORSE ! Tell me to my face what you think is my motto. I am one who doesn't like daggers in my back ESPECIALLY IF YOU ARE SO WILLING TO TAKE MY MONEY WHILE DOING IT !
I believe every single player can be a player from hell IF there is a reason to be.
But !! If these players are keeping my business alive and well, they are and should be treated with the utmost respect REGARDLESS at ALL times !!!!!!!

The very sad truth to this is there are some great casino's with great customer service and respect for those paying their salaries and then there are.... OTHERS !

I BEEN THERE