When Casinos wont accept responsability for tech issues

[bebo67]

Get quite annoyed when issues come up like Viper component stops working, blank screens, error codes. List goes on and on. You take screenshots, reload, clear cookies. Change browsers. And it's still the players fault. The response is so predictable!

 

[rockycatt]

best way to prove it if you have a friend close to you have them log on to see if same result

 

[goatwack]

I'm pretty sure that CS 'agents' have a ready-made copy and paste response for these things. A simple click of the right mouse button, the scroll down to paste and hey presto!

I think it's all part of their elite training. You know something's wrong when a chat agent agrees with you AND tries to rectify the problem.

That's roundabout the time I switch the lights off and draw the curtains for fear of those helicopters

 

[bebo67]

I'm pretty sure that CS 'agents' have a ready-made copy and paste response for these things. A simple click of the right mouse button, the scroll down to paste and hey presto!

I think it's all part of their elite training. You know something's wrong when a chat agent agrees with you AND tries to rectify the problem.

That's roundabout the time I switch the lights off and draw the curtains for fear of those helicopters

Videoslots has to be by far the worse. I have had games crash on me, free spins not load, games not load. But the same game will work fine at other times. Their response is so redundant, I'm starting to not like them.

 

[goatwack]

Videoslots has to be by far the worse. I have had games crash on me, free spins not load, games not load. But the same game will work fine at other times. Their response is so redundant, I'm starting to not like them.

Sorry to hear about your troubles with them. I've not had those, and have yet to annoy their CS! I do like the site so far and am quite late to the party with Videoslots.

On the flipside, there are some sites that people rave about on CM and I find their games laggy etc and customer service 'lacking'.

So I guess it's different for everyone

 

[Tirilej]

Videoslots has to be by far the worse. I have had games crash on me, free spins not load, games not load. But the same game will work fine at other times. Their response is so redundant, I'm starting to not like them.

Some of us never have any issues at VS. That's strange too isn't it? Sure I need to restart a game sometimes but that's not the whole world.
I never forget one time though when Rhino went down after only 8 spins. Irritated I reloaded and after a minute I won $1148 on a 40c bet.
After that moment I never get angry there any more, but as I said problems are rare for me and my old computer

 

[bebo67]

Some of us never have any issues at VS. That's strange too isn't it? Sure I need to restart a game sometimes but that's not the whole world.
I never forget one time though when Rhino went down after only 8 spins. Irritated I reloaded and after a minute I won $1148 on a 40c bet.
After that moment I never get angry there any more, but as I said problems are rare for me and my old computer

Then your lucky. If I knew how to do it I would post screenshots. Parts of the game missing, or no game at all. I would do everything that you know they are going to ask and still...........
Btw, Congrats on the win

 

[goatwack]

Some of us never have any issues at VS. That's strange too isn't it? Sure I need to restart a game sometimes but that's not the whole world.
I never forget one time though when Rhino went down after only 8 spins. Irritated I reloaded and after a minute I won $1148 on a 40c bet.
After that moment I never get angry there any more, but as I said problems are rare for me and my old computer

I'd reload a game six hours straight for that kind of hit

 

[bebo67]

I'd reload a game six hours straight for that kind of hit

lmao!

 

[Tirilej]

I'd reload a game six hours straight for that kind of hit

I did hit the same just a few days ago, but that was with my last $10 and I didn't need to reload
I'm sometimes just so damn lucky!!

 

[Harry_BKK]

Has all to do that casinos are using complex server farms for their operations, hence games at times might work well in one country but not in another. Next day or week it might be the other way around.

Nothing you and I or CS can do to change that. These are technical issue which happen with servers in general and then combining the own servers with the mostly even more complex game server structures opens up yet another level of complexity.

I said these a few times already, online game providers and casinos, especially the multi-platform variety, are victims of their own success. Their structures are just no capable of handling all bet requests correctly at all times and the tech teams of both, game providers and casino operators, are constantly running behind to sort out the ever growing list of errors/problems/additions/updates/new games etc etc.

You would be surprised how many different stations your bet request (speak SPIN) is going through from e.g. Canada via the casino servers, to the game servers, back to the casino servers and to ultimately display the result on your computer.

 

[Jono777]

I'm pretty sure that CS 'agents' have a ready-made copy and paste response for these things. A simple click of the right mouse button, the scroll down to paste and hey presto!

I think it's all part of their elite training. You know something's wrong when a chat agent agrees with you AND tries to rectify the problem.

That's roundabout the time I switch the lights off and draw the curtains for fear of those helicopters

Ain't that spot on.

Good few times I've said during a chat, *How about no macros tonight, no reading from the script on your desk, no asking the agent sat next to you 'What do I say now' - Just try and help me, talk to me not read to me, pleaseeeeeee*

 

[spoton]

I get the feeling that most of the western European chat reps are just people in their early 20s that are in Malta a few years to party and get some sun. Most of them have no tech knowledge, minimal casino knowlegde, and do not provide very good service. And it seems a lot of casinos want it that way. As long as they get the money in they don't care much about their customers receiving some value for their money. And when the casinos don't care neither will the big developers. They are also pretty happy as they get their cut of the money.

The casinos have to remember that the customer expect the one part taking the money to solve any problems that may occur. They shouldn't blame it other companies down the line. It's sad to say it, but expect for a few good online casinos, the service you get at B&M casinos compared to online ones make it worth the money you spend on a flight 10 times over.

When it comes to online customer service I remember i contacted Norton Antivirus once about some tech problems. Took like 1 minute before the lady that answered the chat offered to connect to my computer and solve remotely.

 

[Harry_BKK]

I get the feeling that most of the western European chat reps are just people in their early 20s that are in Malta a few years to party and get some sun. Most of them have no tech knowledge, minimal casino knowlegde, and do not provide very good service. And it seems a lot of casinos want it that way. As long as they get the money in they don't care much about their customers receiving some value for their money. And when the casinos don't care neither will the big developers. They are also pretty happy as they get their cut of the money.

With all due respect but what do you expect? Of course it will be mostly young people doing a part time job to fund their years having fun. I know I would do it

To provide a proper CS you need a computer whizz kid that is a poker champion, a slots fanatic, a banking expert and a fraud analyst at the same time.

Now you might be able to find some in that league but probably can't employ them as their salaries would eat up your profits.

Personally, i don't think casinos CS is any worse than those from banks, insurance companies, utilities etc.

 

[bebo67]

Has all to do that casinos are using complex server farms for their operations, hence games at times might work well in one country but not in another. Next day or week it might be the other way around.

Nothing you and I or CS can do to change that. These are technical issue which happen with servers in general and then combining the own servers with the mostly even more complex game server structures opens up yet another level of complexity.

I said these a few times already, online game providers and casinos, especially the multi-platform variety, are victims of their own success. Their structures are just no capable of handling all bet requests correctly at all times and the tech teams of both, game providers and casino operators, are constantly running behind to sort out the ever growing list of errors/problems/additions/updates/new games etc etc.

You would be surprised how many different stations your bet request (speak SPIN) is going through from e.g. Canada via the casino servers, to the game servers, back to the casino servers and to ultimately display the result on your computer.

Oh, I believe it. But when it's clearly a issue on their end, most casinos give you the run around. Or put you through question period that becomes exhausting, that you just say eff it.

 

[spintee]

Text book response, Delete cookies / clear cache, reset browser, /Update flash player

And they swear blind they have had no other complaints Come to meister to find out others are having same issues and spoke to CS, Most do not know there arss from there feet, I had CS bluntly lie to me lol

Like Rockcatt said ask somebody to test from there side, Been there done it, I have asked JonM to test once or twice for me as couldn't get feck all help from CS

Best part about it that it sates error this error that & contact support, I do not think the games provider know even what the errors numbers are and just make a number up, what errors should say is, Our servers are on the wank again, DO NOT CONTACT SUPPORT

 

[dunover]

I know some of the error codes:

error 2 "You were just about to get a 4-reel Wild Desire but the graphics went wrong so the game was reset."

error 010 "You were on a winning streak so the account management system has malfunctioned - stop play now!"

error 119 "the server is slow but it's YOUR GRAPHICS CARD that's at fault!"

error 03 "You have nearly met wagering so game is suspended. Will resume shortly in refresh mode, with max stake as default so you press start and overstake, voiding your winnings."

 

[spoton]

With all due respect but what do you expect? Of course it will be mostly young people doing a part time job to fund their years having fun. I know I would do it

To provide a proper CS you need a computer whizz kid that is a poker champion, a slots fanatic, a banking expert and a fraud analyst at the same time.

Now you might be able to find some in that league but probably can't employ them as their salaries would eat up your profits.

Personally, i don't think casinos CS is any worse than those from banks, insurance companies, utilities etc.

The people at the banks I've been in touch with have some knowlegde about finances, the same with insurance companies. Also most of the people at the local supermarket know a bit about the food they sell.

Well they don't have to be expert, but they should have some knowlegde.

You have a point about the wages of course, however I'd prefer it if the casinos hired someone with a bit of knowlegde from some of the cheaper countries in the world, rather than a dumbass just cause he/she speaks Norwegian.

 

[Jasminebed]

I think sometimes issues just resolve themselves, it's the time spent clearing cache and cookies not the actually clearing of them that helps.

I hate being asked to send screenshots, it's a nuisance and it never helps. Error code 202 or whatever, you need a picture of it? More than one picture?

Sure, it's how I planned on spending my gambling time.

 

[spintee]

I think sometimes issues just resolve themselves, it's the time spent clearing cache and cookies not the actually clearing of them that helps.

I hate being asked to send screenshots, it's a nuisance and it never helps. Error code 202 or whatever, you need a picture of it? More than one picture?

Sure, it's how I planned on spending my gambling time.

I agree any one that listens to that rubbish and it works well I got some news here, It didnt lol, Like you said it was the time it took to do it than the games servers sorted them selfs out,

Why on earth send a screen shot? What the hell is that going to solve? Is there some sort of Optical Illusions in the error message, No just another ploy to f&ck you off and hope there servers will kick back in the time your sorted the screen shot out,

 

[fun4all]

I hate being asked to send screenshots, it's a nuisance and it never helps. Error code 202 or whatever, you need a picture of it? More than one picture?

What I hate about the send screenshot thing is that it never leads to anything. It is like the last thing on the cookie cutter response sheet and once its received that's it, no reply and nothing is fixed. It is a hassle to do it from the players side, for something which is usually the provider/sites fault. I have been around the internet a long time and know when my internet connection or browser cache/computer are to blame and when they are not. It is 2016 ffs and browser based casinos should work without issues.

Another thing that irritates me is the new netent display when you are about to get bombed out of the game. When a stall is happening you get the spinning circle please wait icon, then an annoying message appears over the game. "YOUR INTERNET CONNECTION IS SLOW". No Netent, my internet connection is not ****ing slow. Everything else is working fine. What is slow are your shit cheapass servers or the casinos shit cheapass servers. Stop assuming it is my fault. Then you get bombed out with the message GAME NOT AVAILABLE. Again bullshit, it is ****ing available its just not ****ing working.

It all boils down to one simple thing. Money. It costs a lot of $$$ to have good servers that hardly ever give lag errors. It also costs a lot of $$$ to hire or train customer service people that are going to go beyond simple robotic cookie cutter responses. The sites and software providers are just trying to spend as little $$$ as they can.

 

[spintee]

we should make a thread called THE COOKIE CRUMBLES AGAIN, Than use it to name and shame the casino hat use such tactics, and put the screen shot of the rubbish they copy and pasting or just making up

 

[bebo67]

What I hate about the send screenshot thing is that it never leads to anything. It is like the last thing on the cookie cutter response sheet and once its received that's it, no reply and nothing is fixed. It is a hassle to do it from the players side, for something which is usually the provider/sites fault. I have been around the internet a long time and know when my internet connection or browser cache/computer are to blame and when they are not. It is 2016 ffs and browser based casinos should work without issues.

Another thing that irritates me is the new netent display when you are about to get bombed out of the game. When a stall is happening you get the spinning circle please wait icon, then an annoying message appears over the game. "YOUR INTERNET CONNECTION IS SLOW". No Netent, my internet connection is not ****ing slow. Everything else is working fine. What is slow are your shit cheapass servers or the casinos shit cheapass servers. Stop assuming it is my fault. Then you get bombed out with the message GAME NOT AVAILABLE. Again bullshit, it is ****ing available its just not ****ing working.

It all boils down to one simple thing. Money. It costs a lot of $$$ to have good servers that hardly ever give lag errors. It also costs a lot of $$$ to hire or train customer service people that are going to go beyond simple robotic cookie cutter responses. The sites and software providers are just trying to spend as little $$$ as they can.

OMG YES! You are absolutely right!, That spinny thing and connection too slow, game is not available.

 

[bebo67]

I remember when I was working in collections, we were trained that " everyone is a liar". It's almost the same thing, and trust me that doesn't work. We know our computers better then they do, if something is not working, trust that we wont jump the gun and assume before we go to them, and in the same token, Casinos that may be reading this ( and I know you are), don't take us for fools. If we send tech complaints.look at them , deal with them, and DO NOT put US through the wringer before you do. End of rant! ..Im happy that it finally rained in Ontario. I can sleep , woohooo

 

[Harry_BKK]

Imagine this kind of problems happening constantly at Facebook, Twitter or similar. They would never be successful. But they don't, hence, it is possible to have strong and capable server structures in place.

My opinion is that the online gaming industry is sooooooo lucky that probably 50% or even 2/3 of their customers are addicted gamblers and go through pretty much any hoops and problems just to have their daily punt.

Yeah, complaints are made, rants posted, CS "harassed" and kept busy....but everybody still goes back and plays again!!!