My personal experience with online gaming has always been on the casino side. During my recent hiatus, I took a walk on the other side. For the first time, I downloaded and played three different online casinos. The casinos I played had no idea that I write for Got2Bet, or that I have ever been connected to an online casino business. To them, I was just another user name.
I picked the three casinos with the help of a friend, and Gambling.com. These particular casinos are long established, have good reputations, and there were no unresolved grumbles against them. Following my own advice, I chose them carefully, I read their websites, and I read the Terms and Conditions.
Downloading the casinos was easy enough, and I did not experience any problems during the registration process. I received welcome letters from all three casinos. They were typical form letters, but one did include my name. I enjoy that extra touch. I do not like being just a user name. Personally, I think many casinos miss out on an opportunity to establish good customer relations from the beginning by using standard form letters. It really doesn’t take much effort, and the least they could do is welcome me by name.
My next step was to deposit. This did not go quite as easily as downloading and registering. However, this is not the fault of any of the casinos. It is simply the way it is these days when dealing with credit card companies for online gaming purposes.
I have a Neteller account, and I looked into an instant transfer with them, but the percentage they take out for this rapid service is outrageous. I decided to give Firepay a try. Opening an account with Firepay is quite easy; the only drawback was waiting several days to be ‘verified’.
Finally, I was ready to deposit and play. Since several days had passed since I had originally registered in the casinos, I had forgotten the password for one casino and locked myself out of the account. I called their customer service number and although the 먹튀사이트 gentleman was quite difficult to understand, my account was opened with in few minutes.
At this point, I did something that I have always told my customers never to do; I checked the box within the casino software to automatically remember my password. This is a real no-no, and I still recommend that you never use this option. I felt somewhat secure doing it, simply because no one has access to my computer, and in addition my computer is password protected upon login.
However, several of my friends have come up with various different ways to keep track of their passwords, logins, deposits, cash-ins, etc. by using an Excel worksheet. If you play multiple casinos with frequency, I suggest that you come up with some kind of simple system that will help you in this area.
I took advantage of the matchplay bonus offered by two casinos, and the third casino offered a fixed dollar amount bonus upon purchase. I made the required deposits, made the required wagers, requested the bonuses, and then began to wait. All three casinos express on their websites to allow a certain amount of time for the bonuses to be credited. Two casinos did credit my account with the bonus during the specified time – one casino did not.
I emailed the casino regarding the missing bonus. The email I received from their customer service rep stated that, unfortunately, I did not qualify for this bonus, as I had not requested it within a certain time frame. I emailed them back, explaining that although I had opened my account earlier in the week, I had requested the bonus within the 72-hour time frame of my purchase.
I explained that the 72-hour time frame was adhered to, because the clock did not start ticking until a purchase had been made, regardless of when I opened the account. I had requested the bonus, using the form on their website, less than an hour after making the purchase. I was then told they never received my request for the bonus. Hmm, which was it? I did not request the bonus in time, or they never received the request at all? I decided it was time for a phone call.
I spoke with their customer support, and explained the situation. He stated that according to their database, I had never requested the bonus. Because, I had used a web-based form located on their website to request the bonus, I did not have a copy of this request to show that, yes, indeed, I had.
The customer service rep and I seemed to be getting nowhere fast. I asked if it was possible to speak to the promotions manager. I was told; yes it was, but that this person was not presently in the office. They would be in the office from 9 to 5, unfortunately, the 9 to 5 he meant is a South African time zone, and not a particular convenient time for me to call.
My choice was to set my alarm clock for the middle of the night in order to catch this person in the office, or send another email. I chose to send an email directly to the promotions manager, in hopes that we could get this little misunderstanding straightened out.
Within 24 hours, I received a positive response, an apology, and my account was credited. However, I shouldn’t have needed to resort to contacting a manager over something this simple. The CS rep should have had the initiative and the authority to credit my account immediately after I placed the phone call.
Any business that uses the internet, knows that things can, and will, be lost in Cyberspace. There should be a way to resolve such incidents without having to resort to going to management. This was a welcome bonus; did it make me feel welcome? No, it did not.
Will I be a repeat customer? No, I will not.
Customer Service is not about sending out a standard form letter. It is about resolving a customer’s problem. If customer service does not have the training or the authority to do so, then it is not customer service, nor is it a help desk – it is only a human answering machine.