DaveyMc06 Posted February 26, 2018 Share Posted February 26, 2018 "Live chat" not answering me all day-"helpline" has never had fewer than 20 people ahead of me when I ring. I know today will have been a bust day with Stan James account holders migrating across but is this normal? Link to comment Share on other sites More sharing options...
JeppeL Posted February 26, 2018 Share Posted February 26, 2018 @DaveyMc06 Today was an extraordinary day in terms of number of contacts for the UK Customer Support team and way out of the norm. I needed help from someone from that team specifically a few hours ago, the agent I was in touch with asked me to please come back tomorrow because of how busy they are - said she hadn't left her seat in 11 hours..But if there's anything we can help with and it's not super urgent, feel free to to make use of the help board here on the community and @RayL or myself will have a look :)/Jeppe Former Community Manager Link to comment Share on other sites More sharing options...
DaveyMc06 Posted February 28, 2018 Author Share Posted February 28, 2018 Onto Wednesday now Jeppe and the problem still isn't resolved. I rang the helpline 21 mins ago to be told I was caller number 9. I'm now caller number 6! Its costing me to make these calls, and a good bit more than the 20c each-way double I was given on your website! Wondering why ye went ahead with buying Stan James if ye dont want their customers! Getting annoyed now, and thinking seriously about closing account Link to comment Share on other sites More sharing options...
JeppeL Posted February 28, 2018 Share Posted February 28, 2018 @DaveyMc06 I realise they're heavy on long waiting times at the moment, but due the overload in contacts that has to be handled case by case, there's not really anything I can do at the moment other than to take the feedback back to the people who'll review whether the migration was succesfull.I've offered my help here and will still look into it if you'd like to, but at the moment I don't know what the issue is./Jeppe Former Community Manager Link to comment Share on other sites More sharing options...
DaveyMc06 Posted February 28, 2018 Author Share Posted February 28, 2018 Issues as follows Jeppe:1. Inordinate hold times on web live chat, fone etc. Its only a golf bet I wanted to query but if it had been time sensitive such as a horse raceing etc. we could be in trouble.2. Being given a frankly insulting 20 cent each-way double and 2X €10 each-way singles on the golf events this week. And the 2 main golf events at that.3. The ridiculous system of placing bets and being told to "check back in a few minutes" to see if they have been accepted or not, and the betslip not explaining clearly what bets have been accepted.4. The line at the end (in German) saying, according to Google translate "Please note that we withheld for a payout 5% of your potential profit" I want immediate clarity as to what that means and how it is applied. At the very least it should be in my own language. Some other things. The migration has not been successful (one L) and I will be considering carefully closing my account at the conclusion of the golf. Link to comment Share on other sites More sharing options...
RayL Posted March 4, 2018 Share Posted March 4, 2018 Hi @DaveyMc06 We raised the bug with our Sportsbook department and pending feedback on any errors in our account. We have a thread about betting limits that might occur from time to time, give this a read, it just might put your mind at ease about some unanswered questions :)About the German voice at the end of the line, I will have to be honest with you, I will have to follow up on with the Call Center officials to be able to pinpoint an aventual error. Could you be a bit more specific and tell me where did you call? Was it the standard Customer Service line? How about the Golf bet? Would you like me to look into it? What was the issue?I hope I will hear from you soon./Ray Former Community Moderator Link to comment Share on other sites More sharing options...
DaveyMc06 Posted March 4, 2018 Author Share Posted March 4, 2018 Ray the line in German is at the bottom of the my bets page in my online account. I sent a screenshot of it on Wednesday and this morning I got an email asking me to raise the issue again. Whats going on? Also that page on betting limits seems to be more customers complaining about tiny bets being offered. There isnt a solution in there that I could see Link to comment Share on other sites More sharing options...
RayL Posted March 5, 2018 Share Posted March 5, 2018 @DaveyMc06 the Bug with the betting limit seems to be resolved now, the Sportsbook department confirmed :). Your screenshots were received as well, unfortunately we will need the full link as well to be able to pinpoint the issue and remove it. Could you help me out with it? Sorry for the back and forth, the information that is missing is vital to resolving the text issue. Thank you for your patience :) /Ray Former Community Moderator Link to comment Share on other sites More sharing options...
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