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Author Topic: Rant: Casinos should hire people who knows about what they do  (Read 537 times)
steve5946 (OP)
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September 01, 2023, 07:51:23 AM
 #1

So, I'm working on casino reviews and sometimes I'll be forced to reach out to a specific casino for information. Especially, when it's not listed on the casino website.

But in 9 out of the 10 situations, I've noticed that these customer supports don't know anything about the website, but why are they working there?

Just today, I was asking the support of a casino why the sportsbook section on the casino website is redirecting me to another platform and he doesn't understand what I mean.


So please if you're a casino owner here, hire people who understand simple things about gambling. This is not good for business at all!
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September 01, 2023, 08:11:15 AM
 #2

But your question weren't asking about gambling, it's related to website which is the developer.

However it's an ironic if the customer support can't understand such simple thing, usually they will say the case will be forwarded to their developer to fix it, they did that just for convince you and make you satisfied.

I was having a bad experience with lazy customer support where they straight forward answer my question by just posting their TOS link.

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September 01, 2023, 08:30:06 AM
Merited by yahoo62278 (1)
 #3

So, I'm working on casino reviews and sometimes I'll be forced to reach out to a specific casino for information. Especially, when it's not listed on the casino website.

But in 9 out of the 10 situations, I've noticed that these customer supports don't know anything about the website, but why are they working there?

Just today, I was asking the support of a casino why the sportsbook section on the casino website is redirecting me to another platform and he doesn't understand what I mean.


So please if you're a casino owner here, hire people who understand simple things about gambling. This is not good for business at all!
Most of the time, casinos hire customer support through some agencies that have offices in poor, developing countries and offer customer support service to these companies. Most of the time, these customer supports don't even speak English or other foreign language(s) at even B1 level, so, they don't even understand well what you ask them. So, yeah, that's the case and I don't understand why but these companies don't care about the quality of the service their customer supports provide. The most important thing for them is that they have so called customer support available that worth 1/10 of what they had to pay if they were to hire in their own country.

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September 01, 2023, 08:51:27 AM
 #4

So, I'm working on casino reviews and sometimes I'll be forced to reach out to a specific casino for information. Especially, when it's not listed on the casino website.

But in 9 out of the 10 situations, I've noticed that these customer supports don't know anything about the website, but why are they working there?

Just today, I was asking the support of a casino why the sportsbook section on the casino website is redirecting me to another platform and he doesn't understand what I mean.


So please if you're a casino owner here, hire people who understand simple things about gambling. This is not good for business at all!
Most of the time, casinos hire customer support through some agencies that have offices in poor, developing countries and offer customer support service to these companies. Most of the time, these customer supports don't even speak English or other foreign language(s) at even B1 level, so, they don't even understand well what you ask them. So, yeah, that's the case and I don't understand why but these companies don't care about the quality of the service their customer supports provide. The most important thing for them is that they have so called customer support available that worth 1/10 of what they had to pay if they were to hire in their own country.
That’s very odd. How could these casinos grow their customers if the customer support itself is not worth of the customer’s time. Probably, the owner or the management of the casino has oriented them before they start their job, but since they are poor in English or any foreign language wherein customers often use, then they can’t tell or even understand the problem from the start. Well, that’s really bad for their business. However, if I am the owner of a casino, I will make sure that those people involved in customer supports are also regular gamblers so that they can easily relate to the problems asked by the customers or players.

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September 01, 2023, 08:57:19 AM
 #5

Just today, I was asking the support of a casino why the sportsbook section on the casino website is redirecting me to another platform and he doesn't understand what I mean.
Customers care are also different. I mean their work are not the same.

Haven't you called like bank before and one customer care will direct you to another? I have called a gambling site before when I place bet on a match that no goal before 10 minutes. Indicating on the LiveScore site that I was using that one club scored in 10 minutes and some seconds, but marked as a lost bet. I called the gambling site and the lady that first picked the call was unable to give the an answer, he gave the call to a guy that later answered me.

But I think that all customer care supposed to know that question, that the game is provided not directly by the gambling site because I am definitely certain that you aren't talking about ads because gambling sites do not have ads.

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September 01, 2023, 09:00:29 AM
 #6

Agree. I've noticed this a lot too. Often they don't even know about the wagering conditions or which games the free spins are on. I wonder what they really know sometimes. Or in which situations they are really helpful?

So, I'm working on casino reviews and sometimes I'll be forced to reach out to a specific casino for information. Especially, when it's not listed on the casino website.

But in 9 out of the 10 situations, I've noticed that these customer supports don't know anything about the website, but why are they working there?

Just today, I was asking the support of a casino why the sportsbook section on the casino website is redirecting me to another platform and he doesn't understand what I mean.


So please if you're a casino owner here, hire people who understand simple things about gambling. This is not good for business at all!

I'm the co-founder of Crypto Lists. Our site mainly compare Bitcoin casinos, but also review alt coins and blockchains.
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September 01, 2023, 09:51:06 AM
 #7

So true.
I have never experienced this one on an online gambling platform yet because I don't really have any hardcore questions for them. But I can see mods in chat that know what they are doing and how the system works. It's a good sign that they are hiring people who know their environment and how the website works.
However, I did experience such low knowledge in a local exchange support asking me for information on where my money came from.  When I talked about a wallet that I used before sending it to them, I was shocked she didn't know about it, and could not even spell the name although it's a well-known Bitcoin wallet. It is not good for their business considering that is the industry they are in.

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September 01, 2023, 10:06:29 AM
 #8

So, I'm working on casino reviews and sometimes I'll be forced to reach out to a specific casino for information. Especially, when it's not listed on the casino website.

But in 9 out of the 10 situations, I've noticed that these customer supports don't know anything about the website, but why are they working there?

Just today, I was asking the support of a casino why the sportsbook section on the casino website is redirecting me to another platform and he doesn't understand what I mean.


So please if you're a casino owner here, hire people who understand simple things about gambling. This is not good for business at all!

Either they don't want to cooperate with you or they are just don't like to associate with unknown platform that's why they are not answering any good questions to you. If you're site is famous and have good traffics for sure they are the one will come then ask about possible reviews to their casino. So don't get mad about on what they do so better for now create a review base on your experience or to those legit gamblers who have experience on those casino so that you can get a legit reviews coming from real people.

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September 01, 2023, 10:10:38 AM
 #9

So, I'm working on casino reviews and sometimes I'll be forced to reach out to a specific casino for information. Especially, when it's not listed on the casino website.

But in 9 out of the 10 situations, I've noticed that these customer supports don't know anything about the website, but why are they working there?

Just today, I was asking the support of a casino why the sportsbook section on the casino website is redirecting me to another platform and he doesn't understand what I mean.


So please if you're a casino owner here, hire people who understand simple things about gambling. This is not good for business at all!

In the casino where I play the most which is also in my signature I have been dealing only 2 times with support and both times everything was handled just fine.In fact I was impressed with the time I became a VIP and the support told me in what currency do you want the bonus for such achievement,I told them in Litecoin and then my Litecoin balance was filled with the bonus.Also in the other time when I had to deal with KYC they handled it professionally.

So based on your question I agree,that casino owners should hire people who have been dealing with cryptocurrencies a lot and of course to hire good people they need to offer them very good pay otherwise with low pays they will only attract people like the ones who don't understand what a redirect is.

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September 01, 2023, 10:21:57 AM
 #10

So, I'm working on casino reviews and sometimes I'll be forced to reach out to a specific casino for information. Especially, when it's not listed on the casino website.

But in 9 out of the 10 situations, I've noticed that these customer supports don't know anything about the website, but why are they working there?

Just today, I was asking the support of a casino why the sportsbook section on the casino website is redirecting me to another platform and he doesn't understand what I mean.


So please if you're a casino owner here, hire people who understand simple things about gambling. This is not good for business at all!

Sad but true, remember though that maybe this customer support are just being handed like a scripts that they will have to answer to their customers. So if by chance that you inquire something that is out of their pay grade, then obviously you wouldn't get the answer that you needed.

Another is maybe they are hiring or off-shoring this kind of support, so they don't have any access or maybe the selection process is poor and that reflect to the answers that your received as if they really don't know what they are doing on that industries.
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September 01, 2023, 10:37:49 AM
 #11

So, I'm working on casino reviews and sometimes I'll be forced to reach out to a specific casino for information. Especially, when it's not listed on the casino website.

But in 9 out of the 10 situations, I've noticed that these customer supports don't know anything about the website, but why are they working there?

Just today, I was asking the support of a casino why the sportsbook section on the casino website is redirecting me to another platform and he doesn't understand what I mean.


So please if you're a casino owner here, hire people who understand simple things about gambling. This is not good for business at all!
This is a serious situation that needs urgent attention.  If they know nothing about the casino then they have nothing to offer. Customer service representatives should know the basic operations of the casino and should be able to guide or redirect clients to where they will get the necessary answers and solutions to their questions or problems. This is why the casino should employ experienced applicants for the job. They should also train and retrain their staff periodically. One of the strengths of any business is customer support because every gambler wants to get quick and valid solutions or responses. I will never be loyal to any casino with poor customer support and I guess others also feel the same way.

R


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September 01, 2023, 10:41:41 AM
 #12

This happens actually. it's possible that some agents were hired recently and they are new in the platform. They still exploring the platform and are yet to learn many things. But it's true that they have to learn things quickly. If support cannot answer some specific questions, that's not good for their business. Most of the live support system has a chat transfer feature. If a support agent does not understand the question or cannot answer some question for some reason, they should be able to transfer the chat to another support agent who knows better than him. But if they simply answer like I don't know or I do not have enough information about it. That's not good at all.
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September 01, 2023, 10:41:56 AM
 #13

So, I'm working on casino reviews and sometimes I'll be forced to reach out to a specific casino for information. Especially, when it's not listed on the casino website.

But in 9 out of the 10 situations, I've noticed that these customer supports don't know anything about the website, but why are they working there?

Just today, I was asking the support of a casino why the sportsbook section on the casino website is redirecting me to another platform and he doesn't understand what I mean.


So please if you're a casino owner here, hire people who understand simple things about gambling. This is not good for business at all!

It's easier and cheaper to hire some underqualified guy(or girl) for a lower pay as a customer support, rather than hiring a very qualified person for a higher pay. Qualified tech savvy workers would never work as customer support.
The employer is also guilty for not training the customer support employees well enough.
What kind of questions were you asking? 99% of the gamblers don't know and don't care about the technical stuff about maintaining a gambling website, so they would never ask such questions. I can assume that most of the questions to the crypto casino customer support representative are about deposits and withdrawals(and ID verifications of course).

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September 01, 2023, 10:53:00 AM
 #14

Did the casino support actually say that he doesn't understand what you mean? or he said that doesn't know why the sportsbook section redirects gamblers to another website.

I was having a bad experience with lazy customer support where they straight forward answer my question by just posting their TOS link.
exactly this! and it is very annoying. I've had my fair share of casino support that just posts links to their ToS despite asking for something that has nothing to do with their ToS.

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September 01, 2023, 10:54:30 AM
 #15

So, I'm working on casino reviews and sometimes I'll be forced to reach out to a specific casino for information. Especially, when it's not listed on the casino website.

But in 9 out of the 10 situations, I've noticed that these customer supports don't know anything about the website, but why are they working there?

Just today, I was asking the support of a casino why the sportsbook section on the casino website is redirecting me to another platform and he doesn't understand what I mean.


So please if you're a casino owner here, hire people who understand simple things about gambling. This is not good for business at all!
Basically casinos do hire people with only the requirements of how to properly communicate and how to give an assistance to their users. Learning about the website of the casino is up to those hired people if they will learn more or just follow their manual in handling situations.
But yes, they should have undergo trainings to fully give an assistance that will satisfy the needs of their users. Casinos should not hire people with the fit qualifications only, they should also require them to learn the basics.


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September 01, 2023, 10:54:51 AM
 #16

So, I'm working on casino reviews and sometimes I'll be forced to reach out to a specific casino for information. Especially, when it's not listed on the casino website.
Some support is specific to issues maybe it just happens that what you asked of them is beyond what they know or what the casino provided to them, and casinos are using third-party providers not really their own people they just provided information about their rules and terms

Quote
But in 9 out of the 10 situations, I've noticed that these customer supports don't know anything about the website, but why are they working there?
It is better to be specific on these casinos what are the names of these casinos so we can call them out and provide better support, and besides there are feedback rating you can use this to make a complaint so the admin will update it

Quote
Just today, I was asking the support of a casino why the sportsbook section on the casino website is redirecting me to another platform and he doesn't understand what I mean.
Obviously, he was not provided with instruction or information, and beyond the scope of what he knows, supports do not have all the information about the site and sometimes there are third-party supports that work on many clients.


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September 01, 2023, 11:00:49 AM
 #17

So, I'm working on casino reviews and sometimes I'll be forced to reach out to a specific casino for information. Especially, when it's not listed on the casino website.

But in 9 out of the 10 situations, I've noticed that these customer supports don't know anything about the website, but why are they working there?

Maybe the support that you reach out are new, or doesn't know about the questions that you ask. They just know the basics though. And it has something to do maybe with language barrier? I mean online casinos hire people from different nationally because they cater world wide. I personally experience it and he indeed doesn't know what I ask so I tell him to look for other support personnel.

So please if you're a casino owner here, hire people who understand simple things about gambling. This is not good for business at all!

Hopefully, some casino owners will read your rant and maybe start a new process for their customer support. Or at least escalate things if there is questions from their customers that can't be answered by them.

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September 01, 2023, 11:16:26 AM
 #18

Not only in casinos but in some other industries, there are third-party support providers and this is what these casinos are using in their support, Some support transcripts are incomplete and do not cover all the questions, so it is better to ask for another support who knows what you want or another support who knows the specific about your issues.

If you are not satisfied with the support better reach out to the management to address your concern.

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September 01, 2023, 11:24:57 AM
 #19

Very often I find something like that, usually it depends on the problem and question asked, usually customer service will only answer basic questions about the casino and others, but for technical problems they usually ask us to make a ticket because usually there are certain limitations for the team casino addresses user problems and complaints. each team has its own job.

But actually service support should also know a little more about the cases they may encounter during their work, so that it can be more easily directed to solve problems and user cases, I also think that almost some casinos are like that even exchange sites are just like that when we asking always gives us a link to read it. a bit strange but that's the truth  Cheesy

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September 01, 2023, 11:59:42 AM
 #20


Just today, I was asking the support of a casino why the sportsbook section on the casino website is redirecting me to another platform and he doesn't understand what I mean.


I don't know if the customer agent you spoke with didn't say anything regards to that, kept blank or totally confused. In this kind of issue, this is not about the game your played or what happened to your bet regarding to your account but this is purely technical and either from programming. So the customer service person should be able to know what to tell you if he or she is well trained. Sometimes you don't need super training to do a PR job, you need to be intelligent and wise to succeed in it. I have called some customer services of a mobile line on issues they are not aware of but instead of giving an annoying answer, they will apologize and tell you that the equipment to access the issue is still updating and that you need to call back while they update the equipment and download the issue. So by this, within the time before you call back they would quickly check on the issue themselves.

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