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Why no 24hr staff at online casinos?

Discussion in 'Online Casinos' started by BMWSTACK, Mar 31, 2014.

    Mar 31, 2014
  1. BMWSTACK

    BMWSTACK Ueber Meister

    Occupation:
    Work
    Location:
    US
    Online casinos should have 24hr full support staff. If the Casino is open 24hrs, there should be a head cashier/manager that can handle issues with problems. We all know the general support staff after the bosses go home can only handle so much. B&M casinos staff around the clock no matter how dead or how busy the casino is. Online casinos have the luxury of having the ability to staff a person or 2. Have you had an issue over the weekend that cant be handled by management? Have you had a deposit problem that cant be handled till the cashier is in? The scenarios go on and on.

    Its absolutely absurd that all issues are not able to be handles 24hrs a day. Now even though I ask the question, I think I know the answer. It has become the norm for online casinos to only staff for business hours. This structure certainly equates to more income. Having a cashier over the weekend or at night time would allow more people to cash out, have their withdrawals processed timely, and this would decrease the amount of people blowing their balances back or reversing their withdrawals.
     
  2. Mar 31, 2014
  3. maphesto

    maphesto Dormant account

    Location:
    Sweden
    You are totally right!

    Vote with your feet! Walk away from casinos with reversal periods and "no weekend withdrawals". It's easy! 32red is perfect from monday to thursday, not in weekends anymore. Use them monday to thursday and play at 3Dice, iNetBet, Nordicbet and GUTS on weekends. Ah, you get the examples. If all players used this method several casinos would process withdrawals 24/7. :)
     
    1 person likes this.
  4. Mar 31, 2014
  5. orion

    orion Experienced Member PABnonaccred

    Occupation:
    wine. We make it.
    Location:
    deep south of Eu
    Holy words.
    :thumbsup:
     
  6. Mar 31, 2014
  7. brianmon

    brianmon Meister Member webby mm4

    Location:
    uk
    I had a problem with that the other night at bet-at. I had a bonus manually credited by live chat, due to an error in a promotion. But because it was done manually there was no way at all of monitoring my progress through the WR. after a couple of hours playing blind. I tried to contact live chat again to see how i was progressing, so I could form some sort of strategy to complete it. but live chat was't available, they'd obviously gone home
     
  8. Mar 31, 2014
  9. kevin allpro

    kevin allpro Dormant account

    Occupation:
    poker player
    Location:
    costa rica
    it depends of the online casino, they are some with 24 7 support...
     
  10. Mar 31, 2014
  11. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    Its terrible, Not only that but casinos should show play threw, Alot of casinos do but boggles me why alot still not haven't got it, There nothing worse than not seeing what wager you are at
     
    1 person likes this.
  12. Mar 31, 2014
  13. brianmon

    brianmon Meister Member webby mm4

    Location:
    uk
    it usually does show at Bet-at, in fact they're probably the best casino for being able to monitor WR. But in this case the bonus had to be credited manually, and so the WR 'meter' didn't work with it
     
  14. Mar 31, 2014
  15. osulle

    osulle Ueber Meister CAG mm4 mm1

    Occupation:
    life
    Location:
    Northern hemisphere
    All casinos that operate online should have knowledgeable 24 hour support. I can forgive new casino's not having it as long as they are working on getting it. Players should have their questions/issues sorted without having to wait until business hours (unless its a weird complicated issue). I often play in the wee hours and chose to play only at casinos that I know will be able to help me if I run into any issues.
    You know I have been thinking lately that since technology has progressed in leaps and bounds over the last few years then things should be better in the online gambling world but as far as I can tell it's getting worse with only a few exceptions. Why is that I wonder?
     
  16. Mar 31, 2014
  17. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    It depends on the size of the outfit and business model. As you will be aware, many sites share CS like Red Flush group and VPL use a S.African provider and they can access Viper accounts across many different sites 24/7. Many CS set-ups are offshore as it's cheaper, in Europe the labour costs are much higher and many sites may only be able to pay for business hours. Don't forget payment processing is a separate issue in most casinos - some may have limited hours CS agents, but the processor they use operates 24/7 or vice versa. If we're lucky they have both on 24/7.
    32red I believe have payments in-house and took the decision to stop operating at weekends, and for a big site like 32red to do this must demonstrate that it was quite expensive to provide.
    The more expense a casino has to cope with, the less bonuses and freebies you get. So, when you have sites like Guts and Videoslots etc. that provide 24/7 payments and CS along with freebies than think yourself lucky......
     
  18. Apr 1, 2014
  19. CM_BETAT

    CM_BETAT I-Gaming Industry Representative

    Occupation:
    Head of Casino
    Location:
    Malta
    Hi Brianmon,

    Apologies for that.

    All our bonuses and promotions are fully trackable when they are awarded, whether manually awarded or not. If a bonus does not show up in the real time bonus progression bar then it is more than likely down to a front end issue which would need to be rectified, so ill look into it to make sure that is done.

    With regard to 24 hour support, in an ideal situation all operators would have full support around the clock and this is no doubt where we aim to be at in the near future. As it stands, we run full support from 9am through to 2am everyday including weekends, meaning any withdrawal requested at that time would be processed at 9am. Any requests made during off-peak hours get replied to first thing in the morning, and urgent issues more often than not receive a direct reply from upper management seeing as sleeping has become more of a luxury and less of a necessity of late :).

    We do not currently have an option for the player to manually cancel their withdrawal, so no, this isn't a deliberate tactic on our part at getting players to turn impatient and cancel their withdrawals(as BMWSTACK mentioned) but simply a scaling up of requirement and resource, which will be increased very soon. :thumbsup:

    Kind Regards,
    Karl
     

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