Public complaints: Videoslots - not so great after all?

Random wrote on 05/17/2018 at 00:48 PM
Hi guys

I have to get something off my chest because I'm really annoyed about this right now.

It's about Videoslots or rather their support.

I have had to get angry about the support of Videoslots several times now. So far it has always been incompetent, cheeky or disrespectful.
When I signed up for the very first time and got those 11 free spins, I accidentally deleted them because that was my first time at Videoslots and had no idea.
My first experience with the support was then - original statement from the support - I should turn on my head next time before I do something stupid again.
No matter what problem I had there so far, the support either had no idea or did not even know what I meant.

One of the worst support I have experienced in casinos.

The bird has today certainly shot down this lady but see for yourself:


Please be patient for a moment. One of our staff will be with you shortly.
You are now chatting with Yordy L (Customer Support) - German
23:54 Jxxxxxxx: Hello
23:54 Yordy L: hey xxxxx, how are you?
23:54xxxxxxx : I can't sign up for the Fairytale Freeroll it says closed
23:54 Yordy L: that means the freeroll is closed
23:54xxxxxxx : no,
23:54xxxxxxx : can you still register over an hour
23:57 Yordy L: nope has been over for 237 minutes
23:57 Yordy L: I just checked
23:57 Jxxxxxxx ?
23:58xxxxxx in your mail is playing for a Prize pool of daily 5000 Freespins from 18:00 - 23:00 GTM so German time so from 20:-1:00
23:58xxxxxxxxx so how should that please be over since 237 minutes?
23:x it just started
23:59Yordy L:what email?
23:59xxxxxx:what what email?
23:59Yordy L:and usually there is also a date with it
23:59Yordy L:what is the date please?
23:59xxxxxxxxxx:You are support staff here aren't you?
00:00xxxxxxxxxthen you must know that this is a 5000 freeroll which takes place from 18:00 - 23:00 GTM
00:00Yordy L:that's why I'm asking, because we don't have any promo battles today, they are always on Tuesdays
00:00xxxxxxx:no, on four consecutive days
00:00Yordy L:there is not one of those today xxxxxxxx
00:00xxxxxxxx:but the Fairytales is one of them
00:00xxxxxx:Fairytales Legends Hansel and Gretel
00:01xxxxxxxxx:Runs for another hour but I can't log in
00:01Yordy L:https://www.videoslots.com/de/news/4343/bereit-fur-die-freeroll-battles/
00:01Yordy L:is that what you mean?
00:02xxxxxx:The Freeroll Battles will take place every day between Monday, May 14 and Thursday, May 17, 2018 from 18:00 to 23:59 GMT. Each freeroll will start on time regardless of how many participants are involved in the battle.
00:02xxxxxxthat's what I mean
00:04Yordy L:sorry but is closed right now, I can check with our games dep. what's going on
00:04xxxxxxxYes, that's what it's all about
00:05xxxxxxxnow honestly, why is the support with you never informed about anything and why is it always so tedious until you have clarified something. Can not be that I as a player with you know better about promotions than the support of the casino.
00:06Yordy L:sorry
00:06xxxxxxxAnd what about the battle? I deposited (and lost) 120 euros so that I can play these battles.
00:07Yordy L:I have to wait for an answer, it's not that fast
00:08Yordy L:the registration was more than 2 hours ago.
00:08xxxxxxxxxthe run 5 hours
00:08xxxxxxxxthese are special battles
00:08xxxxxxx:waahh
00:09Yordy L:so, games replied, something seems to have gone wrong with the sign ups and they are working on it right now
00:09xxxxxxx:and what does that mean for me?
00:10Yordy L:unfortunately waiting for it to be fixed
00:10Yordy L:unfortunately I can't do that
00:10Yordy L:nothing to get from support
00:10Yordy L:the freerolls are also not recompensed
00:12xxxxxxxx:so there is a mistake on your side
00:12xxxxxxxx:although you make an action
00:12JxxxxxxxxxxI pay for it and lose money
00:13xxxxxxxxxxx:because that is the condition to Deposit and convert
00:13xxxxxx:but you don't even compensate then when a mistake occurs from your side?
00:13Yordy L:to implement does not mean to lose
00:13xxxxxxxxxxx:that's not the point
00:13xxxxxxxxx:but that you have to deposit and convert
00:14xxxxxxxxxxand since you are mathematically at a disadvantage you are more likely to lose than win
00:14xxxxxxxxxx:is also ok
00:14xxxxxxxxxxx:but at least you have to keep your promise
00:15xxxxxxxxxxthat can not be: Promotion: Pay, convert and take part in our battles for free. Oops, a mistake, there is no battle for you, but I have nevertheless eingeazhlt and converted
00:22Yordy L:okay, so first of all, this is a business call and I expect you to behave accordingly.
00:22Yordy L:I understand the frustration and all, but there's nothing I can do here, I'm afraid
00:23xxxxxxx:for a business conversation I expect competence . And secondly if it is then you should not insist on their point of view but would have to act solution-oriented. Because: You make a business only with me, not vice versa. I am a customer and not a business partner of yours.
00:23Yordy L:We have very clearly in the policies that freeroll battles are unfortunately not compensated, because they are free.
00:24Yordy L:Is there anything else I can do for you?
00:24xxxxxxYes, you are to forward this and explain the facts. Item
00:24xxxxxxxxxand that is to someone who can decide that
00:24Yordy L:have a good evening then.
00:25xxxxxxxxI will complain and add this chat history.
00:25xxxxxxxwhich mail address do I have to send this to so it doesn't end up in support
00:25Yordy L:If you want to do this, you are free to make that decision
00:26Yordy L:all communication is done from support.
00:26xxxxxxx:that means if I complain it will end up back at you?
00:27Yordy L:with probability
00:27xxxxxx:So there is no place where you can actually complain?












It doesn't seem very professional, you feel like you're being taken for a ride when you read this. At StarGames there were always such employees who did not take you seriously, StarGames employees especially always liked to work with their smileys .

This post has been translated automatically