Why bad customer service? Slow payouts etc...

[MindGlowing]

I understand some sportbooks get in over their head I guess and go under. I also understand they are in it to make money and don't want to loose it.

My question is however why not take care of the customer? If you do what you say the customer will be back to play again and probably loose... The odds are all on the house right? I would have been a long time MyBookie member until they treated me like crap with my first payout. BETUS is hanging up on me and telling me lie after lie, why? I would have been back. I still might if this is taken care of correctly but the jerks who answer the phones will not let me talk to a mgr.

I ask... Do you want me to come back to your sportsbook site or do they treat you like crap because they don't want you coming back in fear you will take more of their money?

MyBookie was great after I got someone from a site to call and help. I guess I had to get past the bottom feeders who answer the phones.

I just have better business beliefs I guess. If you want people to come back treat them right. People run when they hear the horror stories and it only hurts these sportbooks in the long run right? Each person you burn you loose future customers by word of mouth.

[SBR Lou]

People run when they hear the horror stories and it only hurts these sportbooks in the long run right?

Many of these crap places are still advertised places outside of here, so they don't really care. The reality is a lot of people have gambling problems, not everyone is being slow/no-paid.

Service is so poor because in this industry management does not care about the opinions of their players. Very few operations can over the long haul serve every different kind of player without inventing reasons not to pay. So why train your staff to keep people there if your business model will not allow them to stay for very long anyway?

[Shark79]

JustBet now has a VIP Customer Service Dept ... cant complaint !

[Scorpion]

justbet told me on livechat it takes 45 days for cashiers check to clear!
Im not joking! 45 days

[SBR Lou]

Guess they go at their own pace. lol

[Scorpion]

They said I should use ** or CC

[Shark79]

Scorpion u got that live chat ... it would be hilarious to see that post.

[Shark79]

They offered me a Debit Card ... wish I can use at any of my common stores, groceries and even for gas ... pretty sweet deal. And it takes like 24-48 hrs to get funded ... cant complaint.

[SBR Lou]

Scorpion u got that live chat ... it would be hilarious to see that post.

I decided to have some fun with them too.

-----------
Jen: Hello how may I help you?
you: Hi, I am interested in opening an account.
Jen: ok great may i ask how you hear about us
Jen: have you managed to create an account yet online?
you: I was reading a sports website.. do you guys accept cashiers check deposits?
Jen: cashiers checks yes we do, they normally take 3-4 business days to be recieved
you: How long do they take to clear?
Jen: we also accept money gram cash, western union cash, green dot money pack, credit card online or bank wire
Jen: well we put them in your account once recieved after the 3-4 days and you have to wait 15 days before a withdrawal may be taken
Jen: sorry my mistaks
Jen: mistake
Jen: 45 days
you: No seriously, how long do they take to clear?
Jen: 45 days
you: Jen you're in the wrong line of work. I see stand-up comedy in your future
Jen: yes i've been told that once or twice
Jen: but those are the comanpies policy not mine
you: Do you not have much pull in management matters?
Jen: no however i can transfer the chat to one of them
Jen: one moment his name is butch and he will take care of your high priority questions

Chat Information Please wait while I transfer the chat to 'butch'.
butch: the answer is still 45 days for an international to clear
you: no reason to give me an attitude
butch: it's just an answer, don't read into it
you: why did jen transfer the chat? we were getting along
you: maybe i came off too strong
butch: just a bit, stand-up comedy?
you: I was only trying to break the ice
butch: it's tough to decipher over the chat
butch: it appeared to be closer to sarcasm

[Scorpion]

Scorpion u got that live chat ... it would be hilarious to see that post.

No, I asked them yesterday not long time ago!
It cant take 45 days! That cant be right!

[Scorpion]

ok, I see, they told you the same thing!

[Scorpion]

They offered me a Debit Card ... wish I can use at any of my common stores, groceries and even for gas ... pretty sweet deal. And it takes like 24-48 hrs to get funded ... cant complaint.

Its probably issued by an american bank!
Did they ask for you SSN?

I sent wagerweb a cashiers check from my bank and it took 7 days!

[Shark79]

Yes they did ... but then again the card was an easier option for me ... due that I dont need for my bank to clear anything and got fees covered on it if its less than 1500 ... still thought it was a pretty good deal.

[Shark79]

Its probably issued by an american bank!
Did they ask for you SSN?

I sent wagerweb a cashiers check from my bank and it took 7 days!

All they requested was a copy of my drivers license and address to send the card ... I was impressed ... a week later I had it in my mail.

[Gurni]

BETUS is hanging up on me and telling me lie after lie, why? I would have been back.

Well BETUS is a horrible book, no surprise for anyone.
You shouldn´t go back even if they´d make promises, offer bonuses etc..

[Shark79]

Im not here to promote any book ... neither am I interested in doing such ... but again ... I believe that Just Bet has increased its Customer Service and they were able to solve my withdrawal issues ...

[durito]

Customer service is a thing of the past in most industries these days.

Try calling the cable company/phone company, etc.

The fact is these books are located in third world countries where businesses run differently. I've been trying to open a bank account here for 4 months. You'd think they'd want my money.

[Shark79]

The fact is these books are located in third world countries where businesses run differently. I've been trying to open a bank account here for 4 months. You'd think they'd want my money.

I disagree ... arent they owned by US Citizens? ... so a third world Manager has more saying in a business owned by an American ? ... I think the owners just dont give a rats a$$ ... and let them do what they feel should be done ... as long as its done ...

[SBR Lou]

Even with the non-gambling related services most companies outsource their customer service. Try calling for computer support somebody with an accent thicker than Apu on the Simpsons will answer and say, "my name is John".

customer service=thing of past

[durito]

I disagree ... arent they owned by US Citizens? ... so a third world Manager has more saying in a business owned by an American ?

Isn't who owned by US citizens? The sportsbooks? Sure some of them. But, they are doing business in a foreign country and they either conduct it as suits the country or they go broke. I see gringos start businesses down here all the time and try and run them like they are at home. They don't last long.

And you are right, the books don't care. They don't have to take your bets. But, if you expect good customer service from an employee getting .30 an hour to talk to you, you are kidding yourself. Try calling an US company and you'll get someone in India that doens't give a ****.

[Shark79]

Its sad to see that that companies do not realize that if you have a good CS ... you will get more satisfied customers and in the long run more referrals due to this same reason ... but I guess thats why we are here and they are there ... no?

[Neverbeanother#7]

I decided to have some fun with them too.

-----------
Jen: Hello how may I help you?
you: Hi, I am interested in opening an account.
Jen: ok great may i ask how you hear about us
Jen: have you managed to create an account yet online?
you: I was reading a sports website.. do you guys accept cashiers check deposits?
Jen: cashiers checks yes we do, they normally take 3-4 business days to be recieved
you: How long do they take to clear?
Jen: we also accept money gram cash, western union cash, green dot money pack, credit card online or bank wire
Jen: well we put them in your account once recieved after the 3-4 days and you have to wait 15 days before a withdrawal may be taken
Jen: sorry my mistaks
Jen: mistake
Jen: 45 days
you: No seriously, how long do they take to clear?
Jen: 45 days
you: Jen you're in the wrong line of work. I see stand-up comedy in your future
Jen: yes i've been told that once or twice
Jen: but those are the comanpies policy not mine
you: Do you not have much pull in management matters?
Jen: no however i can transfer the chat to one of them
Jen: one moment his name is butch and he will take care of your high priority questions

Chat Information Please wait while I transfer the chat to 'butch'.
butch: the answer is still 45 days for an international to clear
you: no reason to give me an attitude
butch: it's just an answer, don't read into it
you: why did jen transfer the chat? we were getting along
you: maybe i came off too strong
butch: just a bit, stand-up comedy?
you: I was only trying to break the ice
butch: it's tough to decipher over the chat
butch: it appeared to be closer to sarcasm

Thats the prick we had to deal with (Butch)..You think 45 days to deposit is long, They took 52 days for us to get a withdrawal check by FEDEX!..Absolute jokers

[Shark79]

Speachless .... did you try to get the money in a different method?

I have there known debit card and that takes 48hrs to get credited .... What I do when in need of big amounts ... I max out the debit (2000) ... following day do a Western Union (750) and following day do a Money Gram (750) in less than 72 hrs I get a total of 3500 ... still not bad

[2Pac]

Because they aren't regulated by the US government. They can do whatever they want

[cartay]

with what customer service reps are probably paid, and the thread by which some of these books hang, they simply can't handle what it takes to provide good customer service

[jon13009]

Some customer service reps will try to help you, and others will just tell you what you want to hear and blow you off if they can. They usually have no stake in the company, and if their supervisors are jerks, the staff under them are typically jerks as well. I have had SBR help me with a minor issue at my book last year, and thank Justin for his efforts towards finding out what happened to a withdrawal after customer service at my book gave me a bit of a run around.

I am also blaming the US govt for poor customer service to Americans. I am guessing that since the UIGEA passed in the US, they consider Americans more of a bother than the rest of the world because of the difficulties in transferring money (mainly payouts) into and out of the US. While US dollars flowing out of the country are welcome and easier to grab, trying to wrench dollars back into the USA is more of a bother.

Thus, US accounts are likely seen as 2nd class citizens nowadays by the on-line books.

[DaveRabbit]

I am also blaming the US govt for poor customer service to Americans.

I'm sorry guy, not trying to make fun but this is just too funny. Bad CS happens when you get a bunch of inept with no knowledge of how to run a biz handling this stuff.

[jon13009]

I'm sorry guy, not trying to make fun but this is just too funny. Bad CS happens when you get a bunch of inept with no knowledge of how to run a biz handling this stuff.

I'm sorry dude, let me see if I am reading your message correctly.

If you are trying to say some (not all) people running the off-shore books are inept, and have no idea on how to run their business: Then I would agree.

If you are saying CS reps are inept, then I would say: It depends on who that person is because prior to the UIGEA act, my book provided CS that was considerate and helpful.

In an attempt to clarify my other point - I am trying to say that the US Govt, (since GW Moron and his administration took over) has amplified the arrogant and screw the rest of the world attitude towards international politics since 9/11 (using international terriorism as an excuse to do whatever the hell they want and piss all over international opinion in their wake). The UIGEA is a small example of this policy.

Americans already have a poor reputation for being pushy, arrogant and obnoxious to the rest of the world, and the Bush Administration has only provided ample amounts of fuel to feed that perception (Iraq, Guant. Bay....), and if you are a CS person talking to a pushy American over the phone complaining about some late payout, there is not much incentive to help that person if you have a poor regards towards Americans anyway.

(Side note: My favorite example of the pushy American is an episode of Fawlty Towers where Basil tries to make a waldorf salad for a late arriving American guest.)

Since the UIGEA was passed, poor customer service and slow payouts have affected my off-shore account. Is this a policy that the books encourage towards American accounts since the UIGEA act passed? That is the question I am presenting.

Why should off-shore books give Americans any more consideration than they seem to deserve (ok, they do want our money) when the US government is trying to screw everyone over (its citizens and the books themselves) in this situation? Ironic because in this situation the US account holder is in a type of limbo imposed upon by the US govt itself, and the off-shore book is the one holding the cards.

Why should the off shore books not say,

- Ok, I will take your shrinking filthy dollars, but I will take them and provide poor CS in return because you have little recourse in this situation and no one to listen to your complaints. Most other off-shore books have the same attitude, so where are you gong to go? Also, I will give you your payouts (at my liking and to my convenience - and God forbid if you win a signficiant amount of money) for now because you might send me more dollars in return; however, if I want to take your money at any time - I will do so and there is nothing you can really do about it (see BetCascade) because your government wants to arrest me and cares little about what you are doing in the first place. You will get poor CS and like it. -

That is the reality the US off-shore book account holder faces. Poor CS? At this point I accept that problem, as long as my book will honor my payouts.

[Cloak & Dagger]

just think what it would be like if vegas started letting people bet online??

offshore would be nothing

[DaveRabbit]

Jon I'll give you that since the UIGEA the blood flow (money) has been low and thus these books have had to cut down on CS, less employees equals longer hours, heavier loads, overall more frustration from the empolyees that can bounce off to the clients.

Bad CS 'cause of the anti-american sentiments I don't buy much into that.

Books treating Americans as 2nd class purposely 'cause of the hassle of working with them, I don't think so either. A Dollar is a Dollar in the accounting books, if that Book made the decision of servicing this client they ought to factor in the cost of doing business with such person.

This is where my 'inept' comment came from, some of this folks running the show don't understand that CS is usually the face of a company and thus very important in the priority scale; that and not properly accounting for the added cost.

[jon13009]

Dave, I had a feeling that is what you were trying to say....

I am just using this as another excuse to vent my continuing anger that the UIGEA was passed in such a shady manner by a bunch of idiot hypocrites that we elected into office, and those same idiots continue to smear an already poor reputation American have in the international community........

Also, once again, Prior to the UIGEA, my book provided fast deposits and payouts with great customer service.

Overall I agree that a buck is a buck to the off-shore book, and if they did things properly they probably would make even more money.....

GL.