casino customer service.
what to expect and how to deal with them.
Remember that
snotty casino customer service agent you last
encountered. The one that would read all your time
consuming (to write) letters and then sent you back about
2 paragraphs of pleasant ways to say you were screwed.
You wish you could go
over their head, but you don't know how, or don't expect
to be able to get your email over the casino
customer service department manager's watchful eyes.
 If you have a
legitimate reason for going over customer support's head
it is possible with me to reach someone with influence and
have your side of the story heard by the upper echelon.
Please view a letter
sent to me from the head manager of customer support at
Riverbelle Online Casino, and note where she says she is
sorry to have it brought to her attention through these
channels that's because for once somebody had to answer
for shoddy customer support besides the $10 an hour
flunkie they had answering questions and overlooking
things on that particular night.
also note the fact
that I received a response such as this is proof the
Riverbelle online casino is of quality, and that they do
care about their customer service, but I have found that
often the people that need to know about poor service can
not be reached.
The Customer support
agent that you had problems with sure isn't going to
forward your letter to anybody, that's for sure.
below is a
cut and paste of the letter
(also please note I had nothing to do with the spelling
of this letter, not that it's terrible) :
|
at
right is a picture of the letter I received from
RIverbelle's customer support manager. click it to
enlarge. |
 |
Hi there Steve,
My name is
Kirsten. I am the customer services manager for The
River Belle Casino.
Your case was
brought to my attention by JonJon at ReferBack.
I am just sorry
that your case had to be brought to my attention through
these channels and that it had to come to me at all!
I would firstly
like to inform you that the $7 balance has been
transferred to your open casino account: xxxxxxxxxxxx. I
have also added $20 compliments of the customer services
department as a token of appreciation for your
understanding and patience with us.
Steve, I am
shocked and horrified at the poor service you received
from customer service representatives at our contact
center. Firstly, let me assure you that this matter is
being dealt with at the highest level. Secondly, I want
you to know that this type of service is not indicative
of the level of service we usually give to our
customers.
We at The 'Belle,
pride ourselves on being knowledgeable and informative
and especially friendly to all our customers who are all
treated as valued customers. I realise that as an
affiliate you would like to know that your customers are
being treated the same way as well.
I would like to
personally assure you that this is the sort of query
that we should not have to deal with; logisitics or
technical difficulties is something beyond human
control, but this is unacceptable.
I would like to
say in closing that, if there is anything further you
need assistance with or are unsure about, please feel
free to drop me a line anytime and I will gladly assist
you further.
Please be assured
that your valued players are also ours and we endeavour
to always maintain our high standards of service so
people keep coming back and are not only satisfied with
their experience at The River Belle Casino, but
want to come back.
River Belle
Customer Care
The situation was that I had started two accounts
but because I don't ever claim bonuses I didn't expect
trouble.
They froze my account anyway, so I contacted them
telling them that I had not put enough money into the
account to even claim a bonus I was at the time scouting
for a suitable replacement for flashvegas.com, which has
just closed down for remodel (it never did stay open) and I wasn't really there to
gamble but when I say I check out a casino, I do
it for real. So I had deposited twenty dollars as I had
been doing at all the flash casinos and they said they had
closed down the newly opened account because I had two,
and sent me my info for the old account but I went through
hell trying to get the $7 I had left in the account, switched into the old account.
They finally had asked me to look up my stats for
play on that given day, .....blah blah blah......blah.....
So I wrote them back asking them how they expected
someone that couldn't remember his account number, or if
he'd ever even played at the casino before, to be able to
go into their stats and fish out the info they required?
They sent me back a bunch of "blah blah blah" and
by then I had enough, so I sat down and wrote them about
how a few air-conditioned hotels in the middle of the
biggest desert in America, had managed to turn themselves
into the Las Vegas that stands today.
Customer Service. And I felt they needed a little
work on theirs. Please also note however that at no time
did I ever swear at them. And I sent a copy of the letter to everybody I knew
from the lowest customer service agent that I had started
with to the top of the mountain.
Now I am like everyone else, I want something for
giving something. And as you can see I finally got satisfaction. I will try my best for you too. And I just ask that
in return for having somebody on your side that you choose
your casinos through my sites.
thank you
Steve Briggs.
I will
always make myself available to you if you ever should
need a "friend who has a friend".
I can be
reached at
thank you
again for your support.
on to reason number 6
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