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If you are not satisfied with our response at stage 2, we would ask that you let us know why you remain unhappy and outline any outstanding concerns that you have.
In addition, we would ask at this point that you let us know what you would consider to be a satisfactory resolution to your concerns.
We will then make an assessment on whether, or not, an appropriate response has been provided at stage 2 and a decision will be made on each point of your complaint.
This decision will be communicated by an appropriate manager. Following this response, you may then choose to escalate matters further with our dispute resolution body.
IBAS will want to see that you have used the 3 stage process where possible however, If your complaint has not been responded to in full by 8 weeks from the point of notifying us, you may choose to contact IBAS before the 3 stage process has completed.
How to Improve : It would be fantastic if all customer support agents were more like the first agent we spoke to during the service.
Mansion Casino can also improve the service by making the Live Chat button more accessible by simply incorporating a pop-up button at the side or bottom of the website.
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READ OUR PLAYFRANK CASINO REVIEW HERE. You can email the support team on support playfrank. We did just that and these are our results:.
The first agent took more than five minutes to respond to the Live Chat and their responses remained slow throughout the chat until it began wrapping up.
When answering our first question, the agent immediately suggested we read through the Terms and Conditions and relied on using copy and paste answers.
However, they did explain wagering requirements and how we could opt-out of bonuses. The second agent was faster at responding but they felt less friendly than the first agent.
They copied and pasted answers and failed to inform us of several important issues. Both agents did the minimum work required and neither felt completely friendly.
Some casinos personally welcome us to the service and we felt that was missing from PlayFrank. Casimba is one of the most popular online casino providers in the industry.
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We tried it and these are our thoughts:. We spoke to the first agent as an unregistered user and during this chat, the agent confused us.
Despite being friendly, they informed us there was no payout limit on the bonus spins although the Terms and Conditions state there is, they refused to discuss the wagering requirements and provided us with incorrect information.
Finally, they encouraged us to read an entire section of the Terms and Conditions instead of answering our question. The second agent asked us to verify our details when we launched the service as a registered user.
They repeatedly suggested that we read up on the Terms and Conditions and they refused to discuss the wagering requirements until we asked directly.
The third and final customer agent was an improvement over the previous two, but by no means excellent. They told us we could opt-out of bonuses but failed to explain how.
How to Improve : Since the Live Chat service is easily available to anyone, we can only suggest providing staff with an overview of the Terms and Conditions.
This could stop customer service agents from copying and pasting responses, providing us with the wrong information and encouraging us to read the Terms and Conditions.
We also suggest more transparency when it comes to discussing wagering requirements and the bonuses as the agents seemed to want to avoid the discussion.
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READ OUR FUN CASINO REVIEW HERE. Finally, you can launch the Fun Casino live chat but you must verify your account when doing so.
We tried their live chat service and this is what we experienced. The first agent was completely unfriendly and uninterested in us as customers.
Instead, they suggested we read through the Terms and Conditions and we found them to be the slowest to reply during the conversation.
The second agent was friendly but relied heavily on copying and pasting the Terms and Conditions. The agent copied large chunks of text, told us to read the rules before asking more questions, and they even attempted to end the chat early.
The button to launch the service can be found at the bottom of the screen and is open to anyone as long as you provide a name, email and a question first.
How to Improve : The Live Chat service is easy to find and use. However, the customer service agents should brush up on their skills.
Also, refusing to answer a question until the customer has read rules is rude and unhelpful. Licensed by the UK Gambling Commission, the Malta Gaming Authority and Curacao Gaming, The Grand Ivy Casino features a wide variety of different games including blackjack, baccarat, slots and live casino games.
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The first agent took a very long time to mention wagering requirements. In fact, it felt like they were attempting to avoid discussing them.
However, when we asked about them directly, the agent finally explained what they were and how it was all calculated.
The second agent also provided accurate information. This agent was slow to respond throughout the conversation and suggested we read through the Terms and Conditions to answer our questions.
Towards the end of the chat, the agent checked our account and revealed that we were already opted out of the available bonuses. In addition, they explained how we could opt back in to the bonuses which was helpful.
The customer support agents can definitely use some improvement when it comes to interacting with customers.
How to Improve : The Live Chat can be improved if the agents are a little faster to reply and actually provide customers with the information they need.
More transparency would also be great as it felt like both agents were avoiding a discussion on wagering requirements.
However, they were helpful. The casino, which is licensed by the Malta Gaming Authority, UK Gambling Commission and Curacao, is themed on superheroes and features almost games including live casino, slots and traditional table games such as roulette, blackjack and much more.
READ OUR RIZK CASINO REVIEW HERE. Rizk Casino only offers players two methods to contact them; email and live chat. You can email the Rizk support team on customercare rizk.
Doing so will trigger a pop-up window which asks you to enter your full name, email, date of birth and address. The first agent was extremely helpful but asked us to verify our details when we launched the live chat service.
The agent was extremely friendly but we felt they tried to end the chat as soon as they had answered our question. They did suggest we read through the Terms and Conditions early on and claimed we could withdraw our winnings whenever we wanted which was wrong.
When we asked about wagering requirements, the agent apologised for not informing us about them earlier on before explaining how they work. The second agent immediately asked us for our personal details.
They explained the wagering requirements and how they work. When we expressed concern over losing money with a bonus, the agent suggested we play without one and even offered to cancel the bonus for us.
The Live Chat service can be launched by both registered and unregistered players though players are required to provide a name, contact email and a reason for contact.
How to Improve : While the customer service was already helpful and provided us with the information we wanted, it could be improved by not copying and pasting responses.
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