Occasionally people
have issues that need to be resolved when playing at online
casinos. These issues are anything from problems with getting
the deposit bonus, game malfunctions, computer crashes, installation
of games software, didn't receive my check, credit card will
not work, etc. You get the idea.
When a player has
an issue they usually go the casinos website and either email,
call or chat with a customer service representative This page
is primarily about how to properly communicate your problems
to the CSR and where to go next if the CSR doesn't solve your
problem.
I. Proper communications
The hardest thing
for the casinos CSR is understanding EXACTLY what the issue
is. The more precise your communication the more precise the
resolution of your problem.
Try to be as brief
and to the point as possible when dealing with customer service.
People tend to be very emotional when they email a casino, even
over little problems. Emotions tend to cloud the real issue.
It also doesn't
help to have a confrontational attitude.
Compose your correspondence
with casino support in a step by step format like this:
1. I deposited $20 on July 25th
2. I received my $40 deposit bonus.
3. I played Blackjack
4. My computer crashed around 11:00 pm CST
5. I logged back in and had $30 instead of $60
6. etc. You get the idea.
The more to the point that your
correspondence is the quicker and more accurately the resolution
of the problem. Its hard to fix it if you don't know what's
broke.
II. Language
barrier
The fact is that
the majority of offshore online casinos are located in either
the Caribbean or Central America. Spanish is the native language
for the majority of the customer service representative's and
English a second language.
Just like the suggestion above,
the more clearly you state your case the easier and more accurately
it will be resolved.
III. What to
do when customer service doesn't do their job.
Here is what To
do if your problem was not resolved to YOUR SATISFACTION:
The best way to
deal with a "serious" issue is to contact the casino's
management.
If we are talking
about minor things like the fact you didn't get your bonus or
where is your check, etc you can work with a regular customer
service person. On bigger issues (or even smaller issues) that
you don't feel were handled to your satisfaction go to management
for help.
If you don't get
your emails returned or if they are slow to respond then send
an email to management. The only way that casinos will find
out they have a bad CSR is to tell them. A bad CSR can ruin
a good reputation pretty quickly.
Most casinos will do the right
thing if they know there is a problem.
IV. Conclusion
So to review:
1. Clearly and completely describe
EXACTLY what the problem is and what you feel it would take
to make you happy.
2. Don't forget that there may be a little bit of a communications
barrier (we are talking about a global business here).
3. If your problem isn't solved TO YOUR SATISFACTION or it
takes forever to solve it contact management.
