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  1. #1
    Senior Member Bonus Paradise's Avatar
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    Default Get21 - is that an early April joke?

    1 of my mods got that e-mail from them

    Dear xxxxx

    Thank you for playing at Get21.

    According to our records, your account has been inactive for the last 91 days.

    In compliance with our gaming license, we have no choice but to declare your account "inactive" at this time and will begin charging monthly maintenance fees against your balance ($1.00 per month until completion of 180 days; $5.00 per month thereafter). We will charge these fees until the balance in your Get21 account is reduced to $0.00.

    It is also possible that you will lose your screen name(s) (the name other players see while you play) to other players. The username you log in with will continue to remain yours.

    If you would like to re-activate your account; please contact us. We would be happy to refund any maintenance fees you have been charged. You can reach us via email at support@gvsupport.com. Other ways to contact us are listed at: xxxhttp://www.get21.com/support.html. We are available 24 hours a day, 7 days a week.


    Kind Regards,

    Customer Service
    Get21
    xxxwww.get21.com
    huh????????
    are they serious?
  2. #2
    Get21 Affiliate Manager
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    Default

    Dear Bonus Paradise,

    This procedure is commonly practiced throughout the industry.

    As you can see there is also an option to re-activate the account with no fees.

    The player is welcomed to contact the Lobby manager Directly at lobbymanager@get21.com

    Thank You,

    Get21 Team
  3. #3
    Member Engineer's Avatar
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    Default

    Quote Originally Posted by Get21
    This procedure is commonly practiced throughout the industry.
    No it isn't. In fact it is quite uncommon to see something like this.

    There is absolutely no reason to charge a "maintenance" fee. It costs you nothing to "do nothing" to an inactive account.
  4. #4
    Senior Member Goldfinger's Avatar
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    Default

    I second that. It would be hard to come up with a more rediculous policy.
  5. #5
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    Default

    Guys I am moving this down to the Get21 area so Shay can investigate and comment. This doesnt sound right.
  6. #6
    Senior Beer Member TheGooner's Avatar
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    Default

    It isn't right from a customer service viewpoint ... but it is right that they're sending the message and intend to charge the fee.

    I replied back to them saying that it was a bad feeling to get this message and that they should use the carrot (temptation) rather than the stick (a fine) as they'll lose any and every player that they fine.

    Well - I certainly wouldn't play there again if I lost my cash as a "service charge".


    I got this pithy canned response back

    Dear Paul,

    Thank you for contacting our Customer Service!

    Regarding your previous message, please feel free to send us your comments about your experiences in our casino.

    They would help us to give all our customers a better quality service to fulfill your expectancies.

    Thank you,
    Genevieve

    support@gvsupport.com
    Perhaps it's a cultural clash - but I had no feeling that my comments had been listened to - and it certainly alienated me as a customer - and I'm an affiliate !!

    The weird thing is - if you login to Get21 - the site is almost empty at all times with around 10-20 players milling about and often only 1 cash game actually running ... it's hardly overloaded with players.

    So why do they feel it's appropriate to put off exisiting customers ?
  7. #7
    Senior Member Bonus Paradise's Avatar
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    Default

    Dear Get21
    i say only this..........
    if i am a player there and get that e-mail
    then...
    i delete Get21 immediatly from my PC and block their e-mails
    thats it.
  8. #8
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    Default

    simply can't beleive it !
  9. #9
    Get21 Affiliate Manager
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    Default

    Hi All,

    I want to emphasize that players and affiliates are Get21's most valuable asset.

    Every player who registers with us receives the utmost attention, emails, promotions and care. Especially dormant players as stated above.

    After a certain period of inactivity and multiple tries to activate the player, there comes a time to act according to our gaming license which is very common to most casinos. (See Get21's Terms and Conditions)

    As you can see from the above email, the process can be reversed and the player can be refunded.

    Your feedback is always important,

    Shay
  10. #10
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    Default

    Cryptologic casinos also do this so it's nothing new.
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