Casino Live Support - Pros, cons, favs, quotes, etc.

[Luciana]

Hi folks


If you have any connection with casinos, you'll realize very quickly how important Live Support can be to you!

My first thought so far, when I need to contact it is - Oh, no, boredom! Usually I need to wait a few minutes or more for every answer or sometimes operator has no idea about T&C for current promotions! Or even worse, the very first answer is a question about my account and then I need to explain everything about our site and casino review and that the info I'm asking for is in their interest too...and that I don't have any f****n account.

Of course, there are always some nice exceptions, with very fast, professional, informed and helpfull operators! At this moment I can remember that I was thrilled by Roxy Palace Casino's live chat - the girl was very helpfull and very very kind! I could have imagine her smiled face from "perfect world" advertisements.


How important Live Support is to you? Which casinos have a good one and whose is a nightmare?

You can post everything related to Live Support here, even quotes and anegdotes! Or simlpy, when they piss you off, just come here and post your anger! You'll feel better Or just share your satisfaction with some, here with us.

Well?

[ValDes]

As a current AskGamblers "gambling guru", it is my duty and obligation to take part in this thread, right?!

 

So, let me tell you about my experience, connected with live support and my point of view of what is the difference between a top-notch quality of service and the usual bla-bla chat, most of the casinos are presenting as live support facility!

 

I will began with a quote from my guide "How to choose an online casino safely": Keep these words in mind whenever you deal with the casino support and never allow to laugh at you!

Despite of the way, you will look for a help in any online casino, just remember, that you deserve excellent attitude and perfect quality of service! You have the exclusive right to seek support for anything, you decide might be an interest for you and no one of the casino representatives is supposed to have the ability of refusing to help you! The customer is always right, especially when he is paying for that pleasure!

 

Well, it’s not a big secret, that the live support has become the most convenient and preferred way for a communication between players and the online casinos. Using the live chat gives us the opportunity to resolve any troubles, to get answers or just to ask for anything we want to know more about, faster, easier and better! So, without any doubt, I can say it has turned into a vital part of the relations of the casino and its customers. So far, so good, but how to make the difference between the quality and the garbage, when talking about live support? Don’t worry, I will explain! This is exactly, what the gurus are supposed to be for, right?! So…

 

1. Check, whether the live support is available 24/7. If yes, than ok – this is what the word “live” means, to be constantly online. If not, than time to ask yourself a few questions. How and why it is possible, a casino, which earns millions of cash every single month, to be unable to afford maintaining a 24/7 live facility?

 

2. It is crucial to check the security, when a live chat is requested! Usually the chat is starting in a separate popup window, but despite whether it will be in a separate window or not, the internet address must always start with “https:”. Well, I’m not going to waste your time explaining what a “secure socket layer” is in terms of the IT, but this “https:” basically means that the casino has taken all the required measures to protect the security of your personal and bank data. And there’s no need to explain you what will happen if your data falls into malevolent hands! So, if the address begins with just the ordinary “http:”, than you have to be sure that your casino saves money on your expense, by not providing you the safest environment that is possible and by threatening your personal and bank data! Draw your own conclusions!

Another good sign, that your casino is taking all the necessary security measures is when you are requested to confirm some of your personal data at the start of each chat session. It can be mail, phone number, date of birth, address, an answer to your secret question and so on, but usually it is a combination of some of these details.

 

3. A perfect sign that there is something wrong with the live support, or even with the casino in most of the cases, is when you face a denial of getting any sort of information, before registering, just as Luciana has mentioned above! If you have something to hide from your future customers, than there’s something terribly wrong in your marketing! This must be considered as a bad casino practice without any doubt and such casinos should be avoided IMO!

 

4. Another way to measure the live support quality of service is how fast you get responses to your questions and are these answers always correct, exact and appropriate. If you ask for specific details regarding a withdrawal for example and all you get in return is some runaround, than quit that casino! If you are supposed to wait 5 minutes for every single answer, than quit that casino! If you don’t get enough polite and kind attitude from the support, than quit that casino! Do not make any compromise in the quality of assistance you get from the casino, because you deserve only the best!

 

Now I will afford myself to give you some tips how to get the best of the live support!

 

1. Always try to test this kind of support BEFORE joining any online casino! If it suits well in all the above, than go ahead! If not, than run as fast as you can from that kind of a casino!

 

2. Always try to provide the casino representatives with as much details of your issue as possible. The more they know about your problem, the faster it will be resolved!

 

3. Try to behave as kind as possible with the casino representatives! They are also human beings, have their own good and bad days, just like us and I am absolutely convinced, are doing their best in 99% of the cases!

 

4. Stay cool, no matter how serious the situation is! Do not swear, do not insult the staff and do not lose composure even for a second! Only one bad word might be enough to find yourself banned from the casino, so be smart!

 

I hope this is more than enough for now folks! Just let me know if you need anything else, and your guru will appear in the very second!

[Black Diamond]

Good points above... more than anything, I just need to know that I'm talking to a human who knows how the casino works. Nothing is worse than stupid canned responses where it feels like it's just robots.

 

Me: Hi, I thought I finished the playthrough requirement but it still says I have $250 left to wager. Can you check that for me?

Them: We've got an exciting 50000% bonus just for you!!

 

[Ala_B]

Live support is my preferred method for communication with a casino either!

But everything depends on the casino - if the casino is bad, than the live chat is even worse and when the casino is good, the support is even better!

The only exception of that rule for me are the RTGs. No matter the casino is cool or not, their live support is terribly slow, you never get honest and correct answers and most of the time all you get is some run around! If someone doubts, just ask them this - What is going on with my withdrawal? And you will see what I'm talking about!

[Luciana]

Hahahahahaha you really made me laugh

[ValDes]

Blue!

 

But I'm afraid, this question is causing a serious heartaches across most of the present online casinos!

[Guest megane]

must be deadly boring working as live support. thats why i always have the patience for poor operators

[Luciana]

must be deadly boring working as live support. thats why i always have the patience for poor operators

 

lol, that's very humanely

[Black Diamond]

I always try my best to be patient with them. The vast majority of the time, any problem I'm having is obviously not the CS worker's fault, and honestly I'd rather make sure that I stay on their good side. Gotta remember that they aren't obligated to give out loyalty bonuses!

[ValDes]

What's more important is that with rare exceptions, the quality of the live chat facilities is going down IMO! Every other time I seek for their help, I just have to explain more and more... Yes, it's difficult to find decent employees, to invest so much in their training and to keep them yours for longer, but at the end we are paying for a top notch quality of service, are we?!

[Black Diamond]

So true. I'm just so used to dealing with ***** that the chat issue is hardly the worst thing about playing online anymore.

 

Funny story though. I was on some website, don't remember which one, and one of those annoying pop-up "WE HAVE A BONUS FOR YOU" fake chat windows came on. I typed something like "oooooh exciting" and then they responded with "lol". I had no idea that those pop-ups were actually real chats until then.

[Luciana]

Hahaha, really? Funny story and discovery!

 

I remember once I went to live chat at PokerXe Casino, asking for some informations for bonuses! I said I'm from AskGamblers, that their casino is recently added to our site bla bla...and operator offered me to create a bonus that I would like to have as an exclusive. It turned out that the operator was also a manager and that he is from Croatia, so we continue our chat in Serbian - Croatian language (it's practically the same) That's so cool

[cocopop3011]

Oooooh I am going to have some fun in this thread, nothing I love more than a good old bitching match about LIVE HELP. I try to get my partner to join in with me but him being male and me female he takes no notice ...no matter how much i keep on lol.

 

Skill On Net Live Help....OMG they are literally so think that its funny. I mean I honestly think I could ask my eight year old daughter "what are the wagering terms please" and she would give me a better answer. Actually thinking about it she probably could, lol, she loves watching me and her dad playing slots...she keeps asking if she can have an account haha. Anyway sorry...im getting sidetracked

 

You speak to them for like half hour, 25 minutes of that is waiting for them to reply then when they finally come back to you with the answer too "What was my total amount I had to wager before I placed any bets?" They reply with "Your starting balance was $60, $20 you deposited and we gave u a $40 bonus"

 

OMG!!!!!!! Me and my partner just looked at each other and laughed ourselves stupid...I couldn't be annoyed because it was just too funny, how they allow people like this to work for them. They haven't got the first idea about casinos lol.

 

Then they starting copying and pasting things from the terms like what the word wagering means, how a bet is placed, what counts as a wager...aargh...like I'm an idiot and they are the professional ok. And its clearly just copy and paste lol.

 

anyway thats my rant...I'm off to find a Skill on Net casino where I can confuse some other poor mug. In a nice way of course, just messing about x

[cocopop3011]

oh my days...you can see how long i been waiting to have a ***** about them then lol

[ValDes]

Hahahah! Sharon, you definitely made my day!

 

Unfortunately, I must agree with most of your observations regarding the live chat support for the SkillOnNet casinos. Slow, sometimes even terribly slow, usually quite irrelevant answers, not very polite, not to use another word... Yeah, no doubt they have still much to improve, but yet, there are some shiny spots out there. For example, back in 2010 I was a VIP in the Red Kings casino and had a personal manager, called Davina (Davina, if you ever read this, I miss you girl, you are the best VIP manager in the world! ). One day I was joking with her that I deserve a present in return of my intensive play during the last few weeks, something different from the usual bonuses you know, flowers maybe... I was about to pass out when a delivery agent rang on my door on the next day, holding an enormous bunch of red roses in his arms!!! What the....

[Luciana]

Really?? A true story? 

[ValDes]

Really?? A true story? 

 

No! I'm just trying to keep this coversation going... Of course, it's true!

[Luciana]

Hahahaha, but woooow, what a story! That is a really unbelievable customer care!!

 

Have you showed the flowers to your wifey or you pretended you bought it for her?

[ValDes]

To be honest, I was alone at the time the flowers arrived and don't even remember what happened with them. But the gesture was simply 'unglaublich'! Davina has moved to another casino a few months after and soon we have lost contact, but I still keep my eyes open for her.

[Luciana]

We must find her!!

[cocopop3011]

Hahahah! Sharon, you definitely made my day!

 

Unfortunately, I must agree with most of your observations regarding the live chat support for the SkillOnNet casinos. Slow, sometimes even terribly slow, usually quite irrelevant answers, not very polite, not to use another word... Yeah, no doubt they have still much to improve, but yet, there are some shiny spots out there. For example, back in 2010 I was a VIP in the Red Kings casino and had a personal manager, called Davina (Davina, if you ever read this, I miss you girl, you are the best VIP manager in the world! ). One day I was joking with her that I deserve a present in return of my intensive play during the last few weeks, something different from the usual bonuses you know, flowers maybe... I was about to pass out when a delivery agent rang on my door on the next day, holding an enormous bunch of red roses in his arms!!! What the....

Right that's it I'm off to demand my flowers!!! Lol