This entry was posted on Monday, August 20th, 2007 at 1:22 pm and is filed under Casino News, Our Casinos. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.
People always ask me, what exactly does it mean to be spokesman for an online casino? For starters it means I am in charge of putting together press releases for all the going on at the Jackpot Factory. Our casino management team passes on anything they think might be newsworthy for the general public and I send it out in a nice coherent statement.
One of the more interesting part of my job is to deal with public complaints against the casino. Unfortunately things don’t always run smoothly and sometimes players air their complaints about the casino in public. That’s when I step in and try to sort out their issues. Sometimes is just a matter of a misunderstanding with our support team and sometimes it’s a legitimate gripe with how they’ve been treated. I deal with just about everyone in the same manner - with complete honesty and open feedback. Later in the week I’ll tell you about a recent case I’ve been dealing with for 3 months! But not to worry, the story had an happy ending.
Tell a friend at:
August 22nd, 2007 at 6:23 am
Hi David, I’m eager to hear about the ‘case’ you have been dealing with for 3 months. I find it interesing that you consider us cases. I considered myself a loyal casino player for over five years. I played at All Slots, All Jackpots, Wild Jack and then VIP at various times over the years.
I encountered a series of issues involving banking and customer support over about a three month period beginning in April. In the end, the casino didn’t care that I had been a depositing customer for so long. As a result, I’ve found another group where I play instead. Perhaps I should have aired my grievances more publicly. Then this ‘case’ might have had a happier ending. At any rate, knowing that the casino considers its loyal players ‘cases’ makes it easier to understand why I was treated so poorly. I know that you will not print this since this is such a warm and fuzzy blog. But you did open the door.
August 22nd, 2007 at 10:56 am
wow Mary - he wasn’t calling the player a “case”, he was calling the player’s CASE a “case!”
I’m sorry that you feel you were treated badly by JF but in my experience they’re one of the few casino groups who DO care about their players. I deposited twice at All Jackpots and when I didn’t win, they wrote me a mail that said “Sorry you had a losing streak, we’ve put some money in your account.” In all the time I’ve played online, I’ve never had a casino do that before.
August 22nd, 2007 at 11:24 am
Hi Mary,
I would like to comment on my use of the word case. I never said the players are cases, but rather that cases arise with incidents that involve the players. I am not really sure what other word would have been better to use and I apologize if you took offense to this.
In general we encourage our players to contact support and deal with any issues through them. Our support team is in touch with our casino management team to help to assist them when necessary. It is also worth stating that airing a grievance in public doesn’t always mean that the casino will bend to the will of the player; we handle every situation, be it email or via a public forum, on an individual basis.
In regards to your specific issues I would be interested to hear exactly what you mean by “the casino didn’t care” because that certainly doesn’t sound like the way we to treat our customers. If you would like me to personally review your account please send me an email to press@jackpotfactory.com.
All the best,
David
August 29th, 2007 at 1:23 pm
WOW I READ THIS AND HAD TO LAUGH SORRY MAN BUT AGAIN READ THIS…
“I deposited twice at All Jackpots and when I didn’t win, they wrote me a mail that said “Sorry you had a losing streak, we’ve put some money in your account.” In all the time I’ve played online, I’ve never had a casino do that before.”
tHATS CRAZY i CALLED ON MY BIRTHDAY BBEING A DEPOSITING PLAYER NOT DEPOSITING A HUGE AMOUNT FOR THE LAST TWO YEARS+ NOW IM SURE MY SMALL DEPOSITS DONT COUNT FOR MUCH BUT A GOOD PORTION OF TIME I SPEND MORE THAN I CAN AFFORD TOO JUST CAUSE EVEN THOUGH I KNOW I SHOULDNT AND WHEN I CALLED AND EMAILED ABOUT POSSIBLY JUST GETTING LIKE 400 POINTS ADDED TO MY LOYALTY POINT BALANCE I WAS TOLD I HADNT DEPOSITED ENOUGH RECENTLY EVEN THOUGH I HAD DEPOSITED OVER 300$ IN LESS THAN 30 DAYS PRIOR TOO REQUESTING AT THE VERY LEAST A SMALL AMOUNT OF LOYALTY POINTS I KNOW 300$ ISNT MUCH IN THE ONLINE CASINO WORLD BUT FOR ME THATS HALF A MONTH OF PAY ALMOST SO MAYBE THAT PUTS THAT INTO BETTER PERSPECTIVE. I TRIED POSTING SOMETHING SIMILAR EARLIER TODAY ON THE BLOG AS WELL BUT IT WA MODERATED OUT AND NEVER POSTED SO NOW IM TRYING AGAIN LOL MAYBE ITLL MAKE IT THROUGH THIS TIME BUT I DOUBT IT!
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