- Joined
- Feb 17, 2013
- Location
- PlanetEarth
Hi all, Gourdfollower here, I work in the PAB (casino complaints mediation) department at Casinomeister.
I had a case recently where someone admitted to sending 250 emails to the casino in 48 hours. Others have confessed to sending 230 in a day, or 20 in an afternoon. And that's just the dozen or so players that have told me. Now imagine 30 or 60 or 100 players doing that! It's happening more and more according to our casino contacts and it just overwhelms their Support team.
From the casino's point of view, this is an aggressive attack on their Support department, so they need to identify the source and lock it down. This is a normal reaction for anyone -- when you are overwhelmed by something all you want to do in the moment is make it stop. So that's what the casino will do. This can take the form of blocking that email address or marking it as spam; they may also lock or even close the player's casino account.
If they're a more conscientious casino, they will then start to examine the emails and the account to identify the root issue and attempt to resolve it. But, it takes a long time to read through 250 emails, or even 30, all from the same player.
And you can imagine they would probably get a bit repetitive -- definitely repetitive -- possibly angry, possibly abusive. At the end of reading through all that, how full of benevolence do you think that Support person is going to feel? Any goodwill or interest in helping a player is going to be worn right out of them.
The best advice I ever heard about complaining is: tell them what they need to hear, not what you need to say. So ask yourself what your goal is, what are you trying to get done?
If your goal is to unload all your frustrations and anxieties so you can feel better, then by all means: send 200 emails to yourself and pour it all out. (Writing it down really does help.)
But if your goal is to get your issue at the casino resolved and get back to playing, then don't. Send one. Wait a day or two. Send one more polite one. Wait another day. If there's still no answer, then contact the rep on our forums or submit a PAB to us and we'll get to work on it for you.
- GourdFollower
I had a case recently where someone admitted to sending 250 emails to the casino in 48 hours. Others have confessed to sending 230 in a day, or 20 in an afternoon. And that's just the dozen or so players that have told me. Now imagine 30 or 60 or 100 players doing that! It's happening more and more according to our casino contacts and it just overwhelms their Support team.
From the casino's point of view, this is an aggressive attack on their Support department, so they need to identify the source and lock it down. This is a normal reaction for anyone -- when you are overwhelmed by something all you want to do in the moment is make it stop. So that's what the casino will do. This can take the form of blocking that email address or marking it as spam; they may also lock or even close the player's casino account.
If they're a more conscientious casino, they will then start to examine the emails and the account to identify the root issue and attempt to resolve it. But, it takes a long time to read through 250 emails, or even 30, all from the same player.
And you can imagine they would probably get a bit repetitive -- definitely repetitive -- possibly angry, possibly abusive. At the end of reading through all that, how full of benevolence do you think that Support person is going to feel? Any goodwill or interest in helping a player is going to be worn right out of them.
The best advice I ever heard about complaining is: tell them what they need to hear, not what you need to say. So ask yourself what your goal is, what are you trying to get done?
If your goal is to unload all your frustrations and anxieties so you can feel better, then by all means: send 200 emails to yourself and pour it all out. (Writing it down really does help.)
But if your goal is to get your issue at the casino resolved and get back to playing, then don't. Send one. Wait a day or two. Send one more polite one. Wait another day. If there's still no answer, then contact the rep on our forums or submit a PAB to us and we'll get to work on it for you.
- GourdFollower
hahahha
