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[BABY SHOES]

A quick bug report - the search option in Sports betting section doesn't seem to be working at all. I tried "Barcelona" initially with nothing found, then I tried multiple other keywords but are still getting nothing for any of them.
You could still search manually for desired events, e.g. in Recommended matches/Popular etc, but those not familiar with the issue could be led to think the event they're looking for is not supported, so it's probably worth to get that fixed.

Yeah... the search in Sportsbook is not working I have tried with other keywords like matches in progress but the answer is “not found” I have reported this to their support chat and they replied.

The tech department will fix this issue.

I’ve already reported this issue to the relevant team. It will need to be reviewed and fixed by our technical department, so it may take some time.

[Davidvictorson]

I’ve had the same experience, and it’s incredibly frustrating when you're stuck talking to an AI or a bot. What we’re looking for is an instant connection with a real person, because with bots, it usually takes days before your concern actually reaches a human who can help.

You can't blame gamblers for leaving a casino when they don't get the level of satisfaction they expect. Honestly speaking, these concerns should
be a top priority for every casino.

I have experienced this same frustration too with Chatbots serving as customer support. What I have discovered is that they are so unhelpful because they follow a script and are unable to handle any issues that is outside of the script. So frustrating. And yes, if the chatbot isn’t programmed to transfer the customer to a real human support staff at the end of the issue isn’t resolved then that customer will feel unsatisfied and move on to another casino. So it is not about providing support but providing support that is real and satisfactory.

[Bitinity]

.......

Yeah... the search in Sportsbook is not working I have tried with other keywords like matches in progress but the answer is “not found” I have reported this to their support chat and they replied.

The tech department will fix this issue.

I’ve already reported this issue to the relevant team. It will need to be reviewed and fixed by our technical department, so it may take some time.

They have fixed it, just tried it myself with some keywords of football club's name such as barcelona, juventus, etc and it is now working as what it should be. Good to see that they act it fast after the report, means that they are trying to serve their users at their best as they do not want their players to wait too long. Keep it up @2UP

[impulse709]

I’ve had the same experience, and it’s incredibly frustrating when you're stuck talking to an AI or a bot. What we’re looking for is an instant connection with a real person, because with bots, it usually takes days before your concern actually reaches a human who can help.

You can't blame gamblers for leaving a casino when they don't get the level of satisfaction they expect. Honestly speaking, these concerns should
be a top priority for every casino.

I have experienced this same frustration too with Chatbots serving as customer support. What I have discovered is that they are so unhelpful because they follow a script and are unable to handle any issues that is outside of the script. So frustrating. And yes, if the chatbot isn’t programmed to transfer the customer to a real human support staff at the end of the issue isn’t resolved then that customer will feel unsatisfied and move on to another casino. So it is not about providing support but providing support that is real and satisfactory.

I agree with this concern. Chatbots are acceptable when dealing with simple queries, but when humans get their hands on real money, players require access to human support promptly. Written bots are not able to comprehend something special and, as a result, take their time and cause frustration. When there is competition in the crypto casino market, lack of support drives away players. In a bid to build trust and enhance overall user experience to retain users in the long-run, casinos should focus on real-time human support or at least on the easy transition of bots to personnel.

[suzanne5223]

A quick bug report - the search option in Sports betting section doesn't seem to be working at all. I tried "Barcelona" initially with nothing found, then I tried multiple other keywords but are still getting nothing for any of them.
You could still search manually for desired events, e.g. in Recommended matches/Popular etc, but those not familiar with the issue could be led to think the event they're looking for is not supported, so it's probably worth to get that fixed.

Yeah... the search in Sportsbook is not working I have tried with other keywords like matches in progress but the answer is “not found” I have reported this to their support chat and they replied.

The tech department will fix this issue.

[snip]

I believe the reason why fixing the keyword search for matches takes so long is the January holidays, which is mostly the moment some technical teams have time to spend with family, siblings, and also travel to visit parents after months of hard work.
If they said the issue will be resolve it will be, but it might take some time since it is not a major issue.
Just talking from my experience, though.

[Questat]

I believe the reason why fixing the keyword search for matches takes so long is the January holidays, which is mostly the moment some technical teams have time to spend with family, siblings, and also travel to visit parents after months of hard work.

I don’t think that’s a valid reason, to be honest. Using a holiday as an excuse sounds unprofessional. A casino that’s running a serious business should still operate in a way that keeps users satisfied, holiday or not. ( so i don't agree with your assumption)

If anything, holidays usually mean higher demand, so they should be more prepared to fix issues quickly, not slower.
And btw, the search bar is working now. 

[hd49728]

I believe the reason why fixing the keyword search for matches takes so long is the January holidays, which is mostly the moment some technical teams have time to spend with family, siblings, and also travel to visit parents after months of hard work.
If they said the issue will be resolve it will be, but it might take some time since it is not a major issue.
Just talking from my experience, though.

The search box should work well anytime even without any match, event or holidays for the company staffs including technical team members. I believe this issue is something need to be checked and fixed as it strongly relates to user experience at 2Up.io and users always want to get as most convenient and comfortable experience as possible.

It's not a serious issue relates to money, no loss for users and the 2Up company but for providing better service, this issue need to be fixed and the search box should work better for finding what users want.

[Strongkored]

I believe the reason why fixing the keyword search for matches takes so long is the January holidays, which is mostly the moment some technical teams have time to spend with family, siblings, and also travel to visit parents after months of hard work.

I don’t think that’s a valid reason, to be honest. Using a holiday as an excuse sounds unprofessional. A casino that’s running a serious business should still operate in a way that keeps users satisfied, holiday or not. ( so i don't agree with your assumption)

If anything, holidays usually mean higher demand, so they should be more prepared to fix issues quickly, not slower.
And btw, the search bar is working now. 

However, we can't deny that casino staff also take vacations, and some casinos have limited staffing. So, when the person in charge is on vacation, there can be a slight delay in repairs.

I have even encountered in different casino whose finance department is only available at certain times, and I found this out from their live agent when I had a problem with my withdrawal and was told to wait for the finance department as they were not in the office.

[stadus]

However, we can't deny that casino staff also take vacations, and some casinos have limited staffing. So, when the person in charge is on vacation, there can be a slight delay in repairs.

I have even encountered in different casino whose finance department is only available at certain times, and I found this out from their live agent when I had a problem with my withdrawal and was told to wait for the finance department as they were not in the office.

I don’t know how I’d feel if I were in a situation where I really needed a quick answer, especially for a withdrawal issue, and they told me the people in charge are on vacation and I have to wait a few days before my case gets reviewed. That would be really frustrating.

Personally, I haven’t experienced that kind of scenario yet, but it’s definitely possible, and it’s something casinos should really be prepared for.

[mitchr4]

However, we can't deny that casino staff also take vacations, and some casinos have limited staffing. So, when the person in charge is on vacation, there can be a slight delay in repairs.

I have even encountered in different casino whose finance department is only available at certain times, and I found this out from their live agent when I had a problem with my withdrawal and was told to wait for the finance department as they were not in the office.

I don’t know how I’d feel if I were in a situation where I really needed a quick answer, especially for a withdrawal issue, and they told me the people in charge are on vacation and I have to wait a few days before my case gets reviewed. That would be really frustrating.

Personally, I haven’t experienced that kind of scenario yet, but it’s definitely possible, and it’s something casinos should really be prepared for.

Is it normal for casinos to delay withdrawals because staff are on vacation? That doesn't make sense to me. Casinos run 24/7 players are depositing and playing all the time, so there should always be someone available to process withdrawals.

I'm not against staff taking holidays, but there should be someone covering. If a casino can't handle withdrawals smoothly during vacations, that's just poor management.

[Don Pedro Dinero]

How can it be to be little to do with the thread? Is it not good to discuss the platform services? And it is a good thing that you confirmed that the platform has human support. We are discussing the importance of it, letting readers know that when they experience issues, they can get easily taken care of by the human support staff deployed by the 2up.io casino.  Never underestimate discussions about the platform services. If the discussion gives positive feedback, this can sway readers who look for this feature to play on the platform.

You are not discussing platform services, you are writing generic posts about AI support that have nothing to do with 2UP.io, I am going to start reporting such posts.

[2UP.io]

A quick bug report - the search option in Sports betting section doesn't seem to be working at all. I tried "Barcelona" initially with nothing found, then I tried multiple other keywords but are still getting nothing for any of them.
You could still search manually for desired events, e.g. in Recommended matches/Popular etc, but those not familiar with the issue could be led to think the event they're looking for is not supported, so it's probably worth to get that fixed.

Yeah... the search in Sportsbook is not working I have tried with other keywords like matches in progress but the answer is “not found” I have reported this to their support chat and they replied.

The tech department will fix this issue.

[snip]

I believe the reason why fixing the keyword search for matches takes so long is the January holidays, which is mostly the moment some technical teams have time to spend with family, siblings, and also travel to visit parents after months of hard work.
If they said the issue will be resolve it will be, but it might take some time since it is not a major issue.
Just talking from my experience, though.

Hi

I think this is fixed.

Thanks to all for pointing it out.

[lionheart78]

I'm not against staff taking holidays, but there should be someone covering. If a casino can't handle withdrawals smoothly during vacations, that's just poor management.

I think the platform will surely address this issue and won't let this happen again.  Maybe they will solve this by fixing the time schedule of their support staff during the holidays, or better if they hire temporary support staff that will fill the vacancy during the holiday.

I have seen 2up.io to be capable of delivering solutions to the customer issues as soon as possible especially if the concern is towards their platform services.

How can it be to be little to do with the thread? Is it not good to discuss the platform services? And it is a good thing that you confirmed that the platform has human support. We are discussing the importance of it, letting readers know that when they experience issues, they can get easily taken care of by the human support staff deployed by the 2up.io casino.  Never underestimate discussions about the platform services. If the discussion gives positive feedback, this can sway readers who look for this feature to play on the platform.

You are not discussing platform services, you are writing generic posts about AI support that have nothing to do with 2UP.io, I am going to start reporting such posts.

You are free to report whenever you think of my post is a spam. I won't hold it against you, anyway. Can we move on now? This thread is not about us but about 2up.io.

[gaynellehalsey]

OP doesn't respond to my messages and doesn't want to comment on my problem with the theft of money, does everyone see this?

[gunhell16]

I’ve had the same experience, and it’s incredibly frustrating when you're stuck talking to an AI or a bot. What we’re looking for is an instant connection with a real person, because with bots, it usually takes days before your concern actually reaches a human who can help.

You can't blame gamblers for leaving a casino when they don't get the level of satisfaction they expect. Honestly speaking, these concerns should
be a top priority for every casino.

I have experienced this same frustration too with Chatbots serving as customer support. What I have discovered is that they are so unhelpful because they follow a script and are unable to handle any issues that is outside of the script. So frustrating. And yes, if the chatbot isn’t programmed to transfer the customer to a real human support staff at the end of the issue isn’t resolved then that customer will feel unsatisfied and move on to another casino. So it is not about providing support but providing support that is real and satisfactory.

I agree with this concern. Chatbots are acceptable when dealing with simple queries, but when humans get their hands on real money, players require access to human support promptly. Written bots are not able to comprehend something special and, as a result, take their time and cause frustration. When there is competition in the crypto casino market, lack of support drives away players. In a bid to build trust and enhance overall user experience to retain users in the long-run, casinos should focus on real-time human support or at least on the easy transition of bots to personnel.

Nothing wrong with using bot's especially on easy cases, but they make sure that their support is available once the user seek for human support. Since its so annoying if you seek assistance on their live chat support then no one will pick up your case and bot continue to answer nonsense thing on chatbox.

This add up the frustration and provably with this case users encounter issue with their casino will decide not to gamble back in their casino again especially if they already experience worst situation while dealing with their issues with them.

I get your point that chatbots have their uses, but they fail miserably when dealing with complex or high-stakes issues. That’s where the frustration stems from; the bot isn't equipped to give the specific answers we need.

You're forced to request a human agent, and while they might acknowledge the request, the waiting period is often indefinite. Not knowing when a real person will actually attend to your concern is the most stressful part.

[Questat]

I'm not against staff taking holidays, but there should be someone covering. If a casino can't handle withdrawals smoothly during vacations, that's just poor management.

That’s exactly my point. We’re just assuming the “vacation” thing is the reason, but it really shouldn’t be.
Withdrawals are a daily operation for casinos, they need to be consistent with it no matter what, even during events or special occasions.

All it takes is one user running into a problem and spreading the word, and that’s already bad for the casino’s reputation. I’m sure casinos know this very well, so it wouldn’t make sense for them to mess up something so basic after all the effort they’ve put into building trust.

[khaled0111]

A quick bug report - the search option in Sports betting section doesn't seem to be working at all. I tried "Barcelona" initially with nothing found, then I tried multiple other keywords but are still getting nothing for any of them.

I just checked and it worked fine for me:

But there seem to be some issues with their real-time search feature (which is supposed to start searching for results in real-time while you type the keyword just after typing the first two characters). For some reason, in some cases it doesn’t work at all unless you press the backspace or the whitespace button and in other cases it just shows “No Sports Found”. But if you enter the full team name and hit search, it will display the relevant results.

[BABY SHOES]

A quick bug report - the search option in Sports betting section doesn't seem to be working at all. I tried "Barcelona" initially with nothing found, then I tried multiple other keywords but are still getting nothing for any of them.

I just checked and it worked fine for me:

But there seem to be some issues with their real-time search feature (which is supposed to start searching for results in real-time while you type the keyword just after typing the first two characters). For some reason, in some cases it doesn’t work at all unless you press the backspace or the whitespace button and in other cases it just shows “No Sports Found”. But if you enter the full team name and hit search, it will display the relevant results.

Yeah... just checked the search feature in Sportsbook they have to type the full name of the team then everything will appear and when just typing a few characters “not found” then I compared with other Sportsbook searches by typing 2-3 characters the search already appears with the team in question.
For me this is only a slight drawback ... the rest of the 2UP team can pay attention to this again even though it is not a big problem.

[stadus]

I don’t know how I’d feel if I were in a situation where I really needed a quick answer, especially for a withdrawal issue, and they told me the people in charge are on vacation and I have to wait a few days before my case gets reviewed. That would be really frustrating.

Personally, I haven’t experienced that kind of scenario yet, but it’s definitely possible, and it’s something casinos should really be prepared for.

Is it normal for casinos to delay withdrawals because staff are on vacation? That doesn't make sense to me. Casinos run 24/7 players are depositing and playing all the time, so there should always be someone available to process withdrawals.

I'm not against staff taking holidays, but there should be someone covering. If a casino can't handle withdrawals smoothly during vacations, that's just poor management.

Definitely not normal, since this doesn’t happen with most casinos. of course, there might be a few that operate this way, but those aren’t really setting a good standard in a competitive market. At the end of the day, the only people we can really talk to when there’s a problem is support. If support says they’re on vacation, it either feels like an excuse to delay the process and possibly freeze things later, or that’s really how they operate, which I agree with you, isn’t normal.

But if that’s really their setup and we don’t like it, the solution is simple. We look for casinos that are active and responsive on a regular basis.

[BlackBaron]

I don’t know how I’d feel if I were in a situation where I really needed a quick answer, especially for a withdrawal issue, and they told me the people in charge are on vacation and I have to wait a few days before my case gets reviewed. That would be really frustrating.

Personally, I haven’t experienced that kind of scenario yet, but it’s definitely possible, and it’s something casinos should really be prepared for.

Is it normal for casinos to delay withdrawals because staff are on vacation? That doesn't make sense to me. Casinos run 24/7 players are depositing and playing all the time, so there should always be someone available to process withdrawals.

I'm not against staff taking holidays, but there should be someone covering. If a casino can't handle withdrawals smoothly during vacations, that's just poor management.

Definitely not normal, since this doesn’t happen with most casinos. of course, there might be a few that operate this way, but those aren’t really setting a good standard in a competitive market. At the end of the day, the only people we can really talk to when there’s a problem is support. If support says they’re on vacation, it either feels like an excuse to delay the process and possibly freeze things later, or that’s really how they operate, which I agree with you, isn’t normal.

But if that’s really their setup and we don’t like it, the solution is simple. We look for casinos that are active and responsive on a regular basis.

If a casino operates 24/7, then they should also be able to process withdrawals within the same timeframe as their normal operating hours. This is common, and to be honest, this is the first case I've heard of where withdrawals were delayed due to staff being on vacation.

Yes, there are different operational systems, but this is not common practice. This would lead to fewer visitors to the casino during the holiday season. This would also be detrimental to the casino and might even discourage users from learning about this.