I would love to share my recent negative experience with TrueFlip casino.
A bit of context - I am an old online casino player, I play casinos over a decade, so I know the game quite well. Also, I deposited many times at this particular casino too and always loved it for everything, beginning with appealing layout and design and ending with variety of games and freebies from support.
However, today I experienced one thing that made me spend hour and half of my life writing this report, so I hope it will help someone to decide where to play, but to be honest, mostly I hope it will help the casino itself to improve things.
It began with 30 freespins (no deposit) that I received and played on Katmandu Gold. After playing I got some bucks, around 15€ and I was about to wager it, however I found out that I am unable to play any game. The problem is, that the bonus:
1) had maximum bet allowed until wagering completed equal to 0.1 EUR (ridiculous!)
2) was playable only on Katmandu Gold game (which has minimum possible bet equal to 0.2 EUR)
There is absolutely obvious that these 2 conditions make the bonus unable to play.
I contacted live chat support about this nonsense, and was expecting the problem to be resolved in seconds. Instead - to be honest - I never experienced this level of unhelpfulness. I have been told by "Caroline" (hope it's correct) that the support "cannot do anything" and not even a tiny bit of will to help was present. However, when I said, that I am ready to mention my experience online, suddenly :D everything was possible and the issue was fixed in a moment - the maximum allowed bet was set on 5€.
Do you think it's over? No.. the bet was changed only in the rules, the game still doesn't allow any bets.
So, I contacted live chat again, and now there was a guy, "John" - I had to write him many messages until he responded. Then I wrote him again, and - while he was reading every single messages (it;s shown in the chat) - he simply did not respond at all. :)
I was shocked by this level of ignorance and arrogance.
Moreover, exactly like in the previous case, when I mentioned that I am motivated to make a spicy review about this experinece, he responded.. but with generic, no information containing response. He told me, that there is an issue and he does not know when its resolved.
On my question, what will happen, if it's resolved after the bonus expires, I have been told to "try again in few hours". (??)
On my question, why cannot he remove the bonus and add another free chip in the same quantity, I have been said to "try again in few hours". (????)
No real answers. No will to help, only ignorance and arrogance.. This is my experience with this casino support today.
I am sure there will be dozens of you having only positive experiences with this casino and I am also one of you all. I had just great experiences. However when one support is unhelpful, it could be individual human fault - but when 2 consecutive supp representatives are both unhelpful (the latter even more than the former), it is, in my opinion, the casino's fault. And this matters as this represents how the casino copes with customer edge cases, not the standard, easily solved situations.
My 2 cents.
If this is posted in the wrong section, please feel free to move it - in that case I apologize, I post very occasionally here.
Voleo bih da podelim svoje nedavno negativno iskustvo sa TrueFlip kazinom.
Malo konteksta – ja sam stari onlajn kazino igrač, igram kazina više od jedne decenije, tako da poznajem igru prilično dobro. Takođe, uplatio sam mnogo puta iu ovom konkretnom kazinu i uvek sam ga voleo za sve, počevši od privlačnog rasporeda i dizajna, pa do raznih igara i besplatnih programa podrške.
Međutim, danas sam doživeo jednu stvar koja me je naterala da provedem sat i po svog života pišući ovaj izveštaj, pa se nadam da će pomoći nekome da odluči gde da igra, ali da budem iskren, uglavnom se nadam da će pomoći da se sam kazino poboljša stvari.
Počelo je sa 30 besplatnih okretaja (bez depozita) koje sam dobio i odigrao na Katmandu Gold-u. Posle igranja dobio sam nešto dolara, oko 15€ i hteo sam da se kladim, ali sam saznao da ne mogu da igram nijednu igru. Problem je u tome što bonus:
1) imao maksimalnu dozvoljenu opkladu do završetka klađenja jednak 0,1 EUR (smešno!)
2) se moglo igrati samo u igri Katmandu Gold (koja ima minimalnu moguću opkladu od 0,2 EUR)
Apsolutno je očigledno da ova 2 uslova čine da bonus ne može da se igra.
Kontaktirao sam podršku za ćaskanje uživo zbog ove gluposti i očekivao sam da će problem biti rešen za nekoliko sekundi. Umesto toga - da budem iskren - nikada nisam iskusio ovaj nivo beskorisnosti. „Kerolajn“ mi je rekla (nadam se da je tačno) da podrška „ ne može ništa “ i da nije bilo ni malo volje da pomogne. Međutim, kada sam rekao, da sam spreman da pomenem svoje iskustvo na mreži, odjednom :D sve je bilo moguće i problem je rešen u trenutku - maksimalna dozvoljena opklada je postavljena na 5€.
Misliš da je gotovo? Ne.. opklada je promenjena samo u pravilima, igra i dalje ne dozvoljava nikakve opklade.
Dakle, ponovo sam kontaktirao live chat, a sada je bio jedan momak, „Džon“ – morao sam da mu pišem mnogo poruka dok nije odgovorio. Onda sam mu ponovo pisao, i - dok je čitao svaku poruku (prikazano je u četovanju) - jednostavno nije odgovorio uopšte. :)
Bio sam šokiran ovim nivoom neznanja i arogancije .
Štaviše, baš kao iu prethodnom slučaju, kada sam spomenuo da sam motivisan da napravim pikantnu recenziju o ovom iskustvu, on je odgovorio.. ali sa generičkim, bez informacija koje sadrže odgovor. Rekao mi je da postoji problem i da ne zna kada je rešen.
Na moje pitanje, šta će se desiti, ako se reši nakon isteka bonusa, rečeno mi je da „ probam ponovo za nekoliko sati “. (??)
Na moje pitanje, zašto ne može ukloniti bonus i dodati još jedan besplatni čip u istoj količini, rečeno mi je da „ pokušam ponovo za nekoliko sati “. (????)
Nema pravih odgovora. Nema volje da se pomogne, samo neznanje i arogancija.. Ovo je moje iskustvo sa ovom podrškom kazina danas.
Siguran sam da će na desetine vas imati samo pozitivna iskustva sa ovim kazinom, a ja sam takođe jedan od vas. Imao sam samo sjajna iskustva. Međutim, kada je jedna podrška beskorisna, to može biti individualna ljudska greška - ali kada su 2 uzastopna predstavnika supp-a oba beskorisna (potonji čak i više od prvog), to je, po mom mišljenju, greška kazina. I ovo je važno jer ovo predstavlja način na koji se kazino nosi sa krajnjim slučajevima korisnika, a ne sa standardnim situacijama koje se lako rešavaju.
Moja 2 centa.
Ako je ovo postavljeno u pogrešnom odeljku, slobodno ga pomerite - u tom slučaju se izvinjavam, vrlo povremeno objavljujem ovde.
Prevod 
