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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.
Telephone: am - pm Monday - Friday - Email: support grosvenorcasinos. Complaints Process Although we hope that you never have cause to complain, we would ask that should you have a complaint that you raise this as soon as possible, so that we can address any concerns you have.
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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.
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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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You can email them through a form on the website or call them on Alternatively, you can launch the Mr Play live chat service. But the question we want the answer to is whether they really C.
Find out here:. The first agent we spoke to was incredibly helpful as they explained how the various bonuses work. However, they only spoke about wagering requirements when we brought it up in conversation and when we asked them additional questions about the wagering requirements, they suggested we take a look at the Terms and Conditions before explaining anything.
When we expressed concern over the wagering requirements and about losing our money, the agent informed us that other players frequently meet the requirements.
We ended the conversation shortly after. The second agent was also friendly and provided the information we asked for. They constantly copied and pasted text from the Terms and Conditions before becoming more helpful later on.
From there, the agent explained how the requirements work and emphasised with us when we expressed concern over losing money.
This is done by simply clicking the headphone symbol in the top right-hand side of the screen. It will launch a pop-up window that asks players to select one of 10 subjects.
When this is done, the Live Chat starts. SpinStation is an online casino that launched back in Registered by the UK Gambling Commission, Curacao and the Malta Gaming Authority, SpinStation offers a variety of games including live casino, slots and classic table games including roulette, blackjack and poker.
On top of that, SpinStation Casino offers a wide range of promotions and bonuses to keep users interested. The agent frequently copied and pasted responses and only explained wagering requirements after I directly asked them.
The second agent was incredibly unfriendly. They provided us with the correct information and answered all of our questions but immediately attempted to end the chat.
Both registered and unregistered users can launch it by simply clicking the button located at the side of the screen. We understand it can be difficult to do so, but it will leave a lasting impression on the customer if they feel the company cares about them.
The site launched in November , possesses licenses from the UK Gambling Commission, the Government of Curacao and the Malta Gaming Authority, and it has become popular with gamblers due to its large catalogue of online games including slots, traditional casino table games and live casino games.
READ OUR VEGAS HERO CASINO REVIEW HERE. Customer support is important to Vegas Hero which is why you can contact the support team via three methods.
You can call the team on either UK or Europe , email the team on support vegashero. When we tried it, this is what happened:.
The first agent explained the payout limits immediately and even mentioned wagering requirements. They explained the requirements in detail before telling us that we could opt-out of the bonus by withdrawing before meeting the requirements and forfeiting the bonus.
The agent was fast at responding and, as already mentioned, incredibly friendly. The second agent offered a similar experience as they explained the payout limits regarding free spins and informed us of the other restrictions involving the welcome bonus.
When we expressed worry over losing money, they reassured us that we could still win large sums of money and, like the first agent, the agent told us that the only way of opting out of a bonus was withdrawing early and forfeiting the bonus cash.
Vegas Hero will then ask you to provide them with a name and email address before continuing with the chat. How to Improve : The entire conversation felt somewhat scripted despite being helpful.
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