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I have spoken with Pat Harrision, our Operations Director, and he has this morning credited your account with your Slots Bonus for you to enjoy at the casino.
We do pride ourselves on providing the highest levels of customer service, and again I can only apologise that you feel we have let you down on this occasion. I hope you will go on to discover why so many CAP members rate us highly for our levels of service!
I dare say THAT service is unmatched most anywhere.
Kudos to Kate and 32 Red! :thumbsup:
Webzcas wrote:Also many players don’t like receiving bonuses due to WR tied into them.Yep, and that number is growing exponentially.
Hi Kate,
I’ve read some theory on why you do things this way, but would like to hear 32red’s reasoning.
* it also strikes me as funny that these rules are in place as I cannot see an upside, short of
allows 32Red to get to know their players and vice versa.
personally I think there are much better ways to get off to a good start than that.
I look at gambling as an impulse act when talking online; and therefore I think it a really bad idea to make players wait to gamble.
Also many players don’t like receiving bonuses due to WR tied into them.
I would think that would be taken care of by the player simply choosing not to apply for the bonus.
…. but as long as their playing history showed they’d met all the requirements to get the bonus … I can’t see a reason for not giving it to them … especially if the only reason for not doing so is because they were in a hurry to patronize my establishment.
32 Red, no doubt a class act. But I agree with bb1webs, making gamblers wait to gamble is not good. I can’t tell you how many times I went to another casino because the first one I found the bonus takes 12 hours to be credited.
That being said, instead of having “email support” to claim the bonus, why not emphasize the live support option with a link pointing to live support and stress that the bonus will be placed into your account in no time. Then that takes the waiting out of the equation as well as the likihood of this situation happening again. Then everyone is happy, and a player won’t find themselves with a bad taste in his/her mouth when the situation could have been avoided with a few minor adjustments to the website.
Lets look at it like an equation:
Problem = gamblers don’t like to wait and are penalized because of their eagerness to get into action.
Solution = If you are not going to change your policy with making them wait, at least take them by the hand and show them that the waiting can be avoided by simply going to live support
example, Click here to claim your bonus instantly via live support.
That may also get you a few hits from the search engines from players looking for instant bonuses.
You could also emphasize that most emails are tended to within 15 minutes. Kate brought up some good points, but 32red is not using those points to avoid these situations. That is all I am trying to convey here.
My instinct says that there are multiple reasons for this rule.
1. It allows support to immediately determine that the player has met the rules, rather than spending time finding entry and exit points. Considering 32Red’s fast support, I think this is a small price to pay.
2. Normally, bonuses are credited very quickly in the first place. Once you apply for the bonus I would be surprised if it takes more than an hour to have it put into your account, except on weekends.
3. Theoretically, it also allows the casino to verify the eligibility of the person applying for the bonus – call it a security check if you like – which then makes it much easier to deal with future cashouts, rather than going through this whole process only when a cashout is due and thus unnecessarily upsetting players. It’s one thing to make them wait an hour before getting their bonus. It’s another thing entirely to make them wait a long time to receive their cashout.Look at the big picture. Waiting a day or more for a bonus to be applied – yeah, that would kind of suck. 32Red does it on a very fast basis. And also, compare it to having to wait for a PIN number from a Cryptologic casino before being allowed to cash out – that’s at least a WEEK.
I’m sure this rule is also to avoid being scammed by certain players. Meaning, lets say you have a player that does not like to play the bonuses due to wagering requirements. Then the player loses his/her money and tries to claim the bonus saying he did infact send the email to claim it when infact he didn’t. I could see that as good reason along with others mentioned here to have this rule.
I would be curious how often players complain about this and how often a player is denied a bonus because he started playing the deposit before the bonus was credited even though this player had no malicious intent. If this is a reoccurring problem with their players, I think that they would agree something needs to change somewhere. If this problem does occur often, then there is no telling how many customers opt not to play again because they have a bad taste.
Most affiliates are reasonable and can see it from the casinos perspective, but it doesn’t take much for a player to say ” the hell with this place, I am going to find a casino that want’s my business”. So casinos should do everything they can to take the players by the hand to avoid such situations.
but it doesn’t take much for a player to say ” the hell with this place, I am going to find a casino that want’s my business”. So casinos should do everything they can to take the players by the hand to avoid such situations.
I agree whole-heartedly. Players, at least from the states, expect to be treated like they are when in Vegas, and while I admit that service has fallen off dramatically from what I remember it being when I was 22 (20 years back); you still get outstanding service in Vegas comared to what I have experienced with most online casinos. *admittedly I have not tried 32 red, one of the few I haven’t played.
Spear makes a great point but I don’t think he was shooting for this angle:
Normally, bonuses are credited very quickly in the first place. Once you apply for the bonus I would be surprised if it takes more than an hour to have it put into your account, except on weekends.
well my point is that normally, … gamblers are in a hurry to play. I just can’t imagine that the majority don’t fall into that category. So it seems to me that 32 is putting itself in a position to look bad before they’ve even opened the gate for the race to begin …
you must remember there are quite a number of MGS casinos out there. 32 has based its unique selling point on its customer service which IMHO is great!, but if you talk the talk, you should walk the walk. And it is certainly not a service to have things set up this way, from a player standpoint.
And I hasten to quote Bonus again:
but it doesn’t take much for a player to say ” the hell with this place, I am going to find a casino that want’s my business”. So casinos should do everything they can to take the players by the hand to avoid such situations.
I am not trying to pick on 32, rather I am speaking from the point of view of a true partner. And as proof of my intention …. well for instance you could ask Lloyd of brightshare, recently I have put out money from my own pocket (and considerable amount) to buy time for the casino due to a problem brought on by proc-cyber, something any MGS casino could have fallen victim … to protect both its reputation (and mine for having sent the player there in the first place). Things finally got made right but by the time that happened if not for my stepping in …. it is almost a certain this player would have (rightfully so) barbequed jackpot factory’s ass in every public forum he could find. Instead nothing was ever heard about the problem and presumably it was unique and therefore would have been a total disaster for jackpot factory to get dragged thru the mud like that but the player would have been totally in the right for raising hell and jackpot stood to take the blunt of the attack.
So please 32 understand that I am only concerned with your best interests because they are also my best interests.
It just seems to me there should be a way to accommodate what is in my opinion a “no-brainer” …. that being that gamblers are going to want to play immediately ,…. and still be able to accomplish the goals that brought on this policy in the first place.
Thank you everyone for your comments and feedback.
We ask our players to wait until their bonus chips have been credited to avoid any confusion with regards to the wagering requirements attached to the bonus. As the WR affects the player’s deposit as well as their bonus chips, we feel it is better to have a clear starting point for when the WR commences. We find that this policy helps clarify the situation for everyone, particuarly when it comes to withdrawals. It means the payments team can process the cashouts much quicker, as they can spend less time verifying that players have met the necessary wagering requirements.
Bonusgeek – further to your suggestion, we are also making some changes to our Welcome Bonus and Monthly Match pages on the website to make the process clearer, and we are changing the link to claim your bonus so it points to our Live Chat, rather than email, as this is easier and quicker for the players. This should be live later today.
Once again, thank you all for your posts – your feedback is always most appreciated!
Thanks,
KateThank you everyone for your comments and feedback.
We ask our players to wait until their bonus chips have been credited to avoid any confusion with regards to the wagering requirements attached to the bonus. As the WR affects the player’s deposit as well as their bonus chips, we feel it is better to have a clear starting point for when the WR commences. We find that this policy helps clarify the situation for everyone, particuarly when it comes to withdrawals. It means the payments team can process the cashouts much quicker, as they can spend less time verifying that players have met the necessary wagering requirements.
Whatever the reason, asking anyone to WAIT.. is just silly.. the slogan “Buy Now” comes to mind.. Gambling is very competitive.. If I can’t play now @ 32 red, I darn well betchya I can play now elsewhere… And what about those that didn’t read the fine print.. the ones that saw the welcome bonus that we advertise, downloaded, deposited, and ran right into play (you can bet thats what I do.. I play poker, but I guaruntee ya within about 30 seconds of a deposit, I’m sittin at a poker table!) .. I don’t like this policy at all.. and wouldn’t recomend the casino to my visitors just because I don’t want this coversation to appear in my own forum.
