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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: [url]xxxhttp://www.get21.com/support.html[/url]. We are available 24 hours a day, 7 days a week.
Kind Regards,
Customer Service
Get21
xxxwww.get21.comhuh????????
are they serious?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
Get21 wrote: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.
I second that. It would be hard to come up with a more rediculous policy.
Guys I am moving this down to the Get21 area so Shay can investigate and comment. This doesnt sound right.
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
Quote: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,
GenevievePerhaps 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 ?
:crazy: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.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
Cryptologic casinos also do this so it’s nothing new.
antoine wrote:Cryptologic casinos also do this so it’s nothing new.And most casino’s do not …
shay wrote:Every player who registers with us receives the utmost attention, emails, promotions and care. Especially dormant players as stated above.:terms:
Get21 are supposedly in startup phase – alienating customers and getting negative feedback is a stupid thing to do.
Sure, when you’ve got 100,000 customers and the database is groaning under the weight of all your active players then you can start culling … but why the hell would you alientate a percentage of customers that have gone through the process of signing up to you ?
Sure – write to them by all means – but change your message and work on encouraging them with promotions of all the games – otherwise it’s customer “abuse” not customer “care”.
