Casino Luck Live Chat...

[cocopop3011]

I know we've spoke a lot about live chat, but it's something that's actually extremely important to me on a daily basis when it comes to my personal gambling. It's something I always test out and expect the highest of standards! 

 

I don't know if I have high standards because I've always worked in customer service and believe I know myself how to be a good support agent or whether everyone has the same standards as me. I expect politeness, friendliness, conversation etc etc.

 

Casino Luck - What does everyone think of their live chat? The very first thing that always sparks my attention is how slow they are! And not only that they never tell you anything whilst your waiting! So I often have to make sure they are still there! I mean why does it take them so long to respond to a simple question? Are they serving other players at the same time?

 

Next I find they are quite abrupt. For example I often just get...HOLD ON    Hold on....Well yes of course I can hold on that's not a problem but how about Please could you hold on for a moment while I check that for you! 

 

They're not very conversational and I really would expect more from such a casino with a reputable name! I just had to have my say, and now my rant is over! Thanks for listening.

[helenakp]

I know we've spoke a lot about live chat, but it's something that's actually extremely important to me on a daily basis when it comes to my personal gambling. It's something I always test out and expect the highest of standards! 

 

I don't know if I have high standards because I've always worked in customer service and believe I know myself how to be a good support agent or whether everyone has the same standards as me. I expect politeness, friendliness, conversation etc etc.

 

Casino Luck - What does everyone think of their live chat? The very first thing that always sparks my attention is how slow they are! And not only that they never tell you anything whilst your waiting! So I often have to make sure they are still there! I mean why does it take them so long to respond to a simple question? Are they serving other players at the same time?

 

Next I find they are quite abrupt. For example I often just get...HOLD ON    Hold on....Well yes of course I can hold on that's not a problem but how about Please could you hold on for a moment while I check that for you! 

 

They're not very conversational and I really would expect more from such a casino with a reputable name! I just had to have my say, and now my rant is over! Thanks for listening.

 

I have to agree with you in this matter Sharon,although those two,specially Next Casino they are my favorite casinos and even they are on of the best casinos i have played,for bonuses,cashouts,no deposit bonus,they were always more then generous to me,but have to admit their live support agents are just awful   

 

Thats why i stopped using their live chat,so that way i wont struggle neither get nervous,so i always use email support,which are really fast,by the way i know they are the same people(live support and email support) but still wont wait for 3-5 minutes till someones answers my question  

[cocopop3011]

I have to agree with you in this matter Sharon,although those two,specially Next Casino they are my favorite casinos and even they are on of the best casinos i have played,for bonuses,cashouts,no deposit bonus,they were always more then generous to me,but have to admit their live support agents are just awful 

 

Thats why i stopped using their live chat,so that way i wont struggle neither get nervous,so i always use email support,which are really fast,by the way i know they are the same people(live support and email support) but still wont wait for 3-5 minutes till someones answers my question  

 

I agree with you too there, the casino itself is fab, and I rate them very highly it's just their live chat that lets them down slightly.

 

Take tonight for example I had a small problem. I had bonus funds in my account just £2.55 left but I was keeping it so I could do one spin a day on Bloodusuckers for the BOO-nanza. Logged into my account opened Bloodsuckers funds were there obviously, pressed spin and my balance changed to zero and said I had no funds in my account 

 

Went to live chat and honestly every question took forever to answer and I still haven't had an answer. So much so much I had to leave the chat because I had to do something away from my laptop. I still don't know where my funds are!

[winningfly]

Hm, i tried their live chat only once probably...Usually there is no questions from me and i do not need to contact them. Couple of times had a questions about freespins, i used their email support, got reply within 10 minutes.

[ValDes]

Hmm, definitely not delighted to hear that one of the AskGamblers certified casinos failed providing decent quality of chat support. Hope that's just a temporary issue due to a huge amount of current connections and chats and not their usual style of dealing with customers over live chat.

[helenakp]

Hmm, definitely not delighted to hear that one of the AskGamblers certified casinos failed providing decent quality of chat support. Hope that's just a temporary issue due to a huge amount of current connections and chats and not their usual style of dealing with customers over live chat.

 

Nope Valdes,their live support is awful from the very first start   even now,you have to ask few times,how many times i have said,hellooo will you answer my question please etc ,so  don't bother any more with their live support,the best solution is email response for me,hope someone will read this and do something about it,because top notch casinos as this 2 should have great support 

[ValDes]

Nope Valdes,their live support is awful from the very first start   even now,you have to ask few times,how many times i have said,hellooo will you answer my question please etc ,so  don't bother any more with their live support,the best solution is email response for me,hope someone will read this and do something about it,because top notch casinos as this 2 should have great support 

 

Now that's really concerning... I'll send this topic to their rep here. 

[partyhummel]

hey - my experience is different. i always use the e-mail-way to contact support at both places. they are always very friendly and they are very generous. at the very beginning i tried the livechat once and was told, that was for technical issues. seems to be a kind of everymatrix chat - i guess. since i have had a close look onto the everymatrix website i found out that they were hiring livesupport agents at their company at bucharest. think they are located there, while the support for players is locatet at st julians in malta.

 

;-) so if you open livechat you are connected to "techies" ;-) from my former time when i worked at an internet startup i know they sometimes seem a bit distanced, however usually ice breaks quite quick. imagine - the only thing you do all day is programming machines... i couldnt^^

 

btw the rep of both casinos, who i also had the opportunity to have an email conversation is also very helpful and in my eyes a cool person. so - dont judge the support by the livechat. :-)

Edited November 1, 2015 by partyhummel

[helenakp]

hey - my experience is different. i always use the e-mail-way to contact support at both places. they are always very friendly and they are very generous. at the very beginning i tried the livechat once and was told, that was for technical issues. seems to be a kind of everymatrix chat - i guess. since i have had a close look onto the everymatrix website i found out that they were hiring livesupport agents at their company at bucharest. think they are located there, while the support for players is locatet at st julians in malta. ;-) so if you open livechat you are connected to "techies" ;-) from my former time when i worked at an internet startup i know they sometimes seem a bit distanced, however usually ice breaks quite quick. imagine - the only thing you do all day is programming machines... i couldnt^^ btw the rep of both casinos, who i also had the opportunity to have an email conversation is also very helpful and in my eyes a cool person. so - dont judge the support by the livechat. :-)

 

 

By the way i do know the casino rep is great guy and very generous,but we are talking about their "live chat" support I do said their email support is top notch !! For me and I believe many players out here,one of the important things i look out is  "live chat" support that is one of the reasons, making my final decision,will I deposit or not.

 

I really wouldn't care less,if they are techies or good trained support,they are really weird in some strange way,i do expect when i ask help from casino,to start the same routine as any other:Good Evening how can I help you etc. 

 

They are great casinos,i have wonderful experience in both of them, but how can i judge or rate some casino of its live support if not by the live support it self,email support great,live chat they need to improve ASAP!

[partyhummel]

 

They are great casinos,i have wonderful experience in both of them, but how can i judge or rate some casino of its live support if not by the live support it self,email support great,live chat they need to improve ASAP!

 

 

hey helena,

 

if the support is only for technical issues and its run by everymatrix, which provides infrastructure for many casinos, then it wont be easy for the casinos to directly change policy...they have to convince the management of everymatrix. since they are answerring e-mails rapidly - email support imo is almost as quick as livechat. 

 

have a great sunday. :-)

 

(btw at last managed to withdraw from casinoluck AND nextcasino *happy*)

[EricCasinoLuck]

Hi All,

 

Please accept my apologies if some of you have had questionable service by our live support. It is run by us and not by our platform provider. We do all our own support, mail and chat.

 

I'm glad to hear that mail support is quick and professional though. If live chat are not able to answer or assist in a certain matter, they are instructed to ask the customer to send us an email instead. It is slightly easier to assist via mail as we get more time to look into the issue at hand and there is more time to perhaps consult with a senior member of staff before answering. I can only guess but it feels like live chat has stressed out answers to some of you. I will personally make sure that our live chat staff are aware of these complaints and I hope we can better the service, going forward.

 

Have a great week!

[cocopop3011]

Hi All,

 

Please accept my apologies if some of you have had questionable service by our live support. It is run by us and not by our platform provider. We do all our own support, mail and chat.

 

I'm glad to hear that mail support is quick and professional though. If live chat are not able to answer or assist in a certain matter, they are instructed to ask the customer to send us an email instead. It is slightly easier to assist via mail as we get more time to look into the issue at hand and there is more time to perhaps consult with a senior member of staff before answering. I can only guess but it feels like live chat has stressed out answers to some of you. I will personally make sure that our live chat staff are aware of these complaints and I hope we can better the service, going forward.

 

Have a great week!

 

Hello Eric and thank you for taking the time to read and reply to my topic.

 

It's great to know that your casino cares about player feedback and I look forward to trying out your live chat again in the future. Are you the official Casino rep? If so I can get your title changed for you.

[winningfly]

Thank you casinoluck for replying. I am very happy with how casino managers work, couple of my reviews was responded and commented by casino managers within few minutes - high class!

[cocopop3011]

Thank you casinoluck for replying. I am very happy with how casino managers work, couple of my reviews was responded and commented by casino managers within few minutes - high class!

Yep! We love to see that too!

[ValDes]

Hi Eric, and thanks for answering the questions of our forum members regarding your live chat facility. Hope that was helpful for all.

 

By the way, would be great of you jump in here more often. As you can see both your brands Casino Luck and Next Casino are extremely popular among our members.