Topic: Duelbits.com | Casino & Sportsbook | VIP | Instant withdrawals! - page 208. (Read 109996 times)

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Not really, in the sense that if they are thought about the simple stuff, the stuff that mostly gets asked, then they could simply just help the people, and if it is a technical thing, they could just open a ticket on behalf of the customer as well, and that means it would solve all the problems that the casino would have in the simple part of the deal, and if it is harder then it would be the same resolution.

Right now, it is more like just hire a staff, or get people to email you, this way just give a manual to staff hired from third party, get them to solve all the little stuff, and only care about the big technical ones if you have to.

Support job is to answer your queries and problems but they aren't be the one solving it unless their support power allows it. Either the support or the gambler want's to solve the problem fast so that they don't worry about it, I believe that support saying ASAP is pertaining to the support job sending the problem/query to the right department who will solve the problem. I usually don't believe on support who is promising a certain date, Most of the promised dates isn't actually fulfilled according to my experience that's why I expect more delay when a support tells me an exact date or time my inquiry be fulfilled.

From my experience, it's actually much less than 24 hours until you get a response on a platform where a costumer support is really good. You get a reply within 10 minutes, and your problem is solved within an hour , or even faster. But I agree that 24 hours is okay too. It's just shouldn't be longer than that.

yes, this is one of the really hard parts of doing business and dealing directly with costumers
some costumers are really picky and think they are the only ones that have issues

it's a delicate balance

duelbits is probably doing it well since they've been around for so many years

It just making the victim to feel more comfortable since the representative promise the problem will be solved after x days/weeks, but there's many cases where the problem need more time and the victim will not trust every words from the representative. Not to mention there's also a representative never promise when the problem will be solved, all they do is saying ASAP, will back very soon etc.

If the casinos doesn't really know when the problem will be solved, it's better to not give a fake promise.

If you funds are stuck then you automatically became impatient but the support team sometimes don't have idea how much time the team will take to solve the issue as they pass on the complaint to dedicated department and ask you to wait for sometime.But yes if they setup effective communication management and particular time period is given for matter settlement it would be great for casino reputation in market.

Well, to tell the truth, sometimes there are certain things that can give us clues as to who can do something, in the case of Man City we know that Haaland is in tune with the goal, I would say that it is very likely that every time he plays, he possibly goes look for his hattrick, he is a player who is totally focused on what he wants and therefore if a person makes a prediction that the first goal will be his, it would not be far from reality and he would possibly win that bet -prediction, on the other hand when other teams play not well known as the most famous, you have to opt for the forwards who are the ones who have the best chance of scoring a goal.


Well, but this is something very positive, if they are hiring staff, it is not only because they escalate it to other departments, or that they lack preparation, no, what this means is that the casino grows so much that it needs more workers to be able to handle the demand that you have, then when you would hire support staff unless you have knowledge in programming or blockchain (which would be ideal) but I think that even so, those who are looking for people in support the best they have to put in context is the ability of patience and understanding for the players, normally when they go to support you it is because of a problem, and there are some who are very rude.


One of the main characteristics of support is that they provide them with real information so that the ticket is more sincere and they do not have to go the next day or 3 days to make the same request again, because the most probable thing is that the person already has some anger about it, and the treatment towards support is more radical and not so polite, when it comes to money, for example, being told that in a certain time they will have their money and they do not have it, that is already more serious. On the other hand, the support staff has to know the casino and if they know the games it is much better, it helps a lot that a person there knows and knows about the games.

Everybody is always impatient. It is key, for a good support, that you set a timeline when something needs to be investigated. Like say it will take up to 3 business days is a much better response than just saying that you will get back a reply quickly. It is all about communication.

This is new to me that casino is outsourcing staff especially for customer support since they need to be in-touch to the technical team always so that they can answer all types of question properly. This make sense since casino support usually forward technical problem on other department through email conversation and not not on chat which makes the process very slow to fixed for problem that is too technical which customer support can’t handle.

There are companies who raise these type of staff, which means you could use a third party for this kind of work and that means you are going to end up with a ready group of people that has experience in this field, and yes it would cost a bit higher than what you would pay for your own staff, but you could go from 5 staff to 10 staff to 20 staff in no time, just paying more and you would get people ready to work instead of rising them to occasion from zero.

That’s something many companies do, and that should be something that all big casinos think about, they are making enough money to justify it, and if they are not, then do not increase the staff numbers.

Users and community have rights to express their experience and suggestion. If they think support team should be expanded to give more real time support for users, they are free to raise that suggestion. Duelbits team will take it into consideration and reshuffle their staff team or will hire new staffs for that.

One fact should be known. With global financial recession, cutting staffs is a more favorite approach, not hiring new staffs if I am not missing anything.

The company must consider a lot of things: cost and benefit. Whether the increase of support demand is just temporary and will drop back to previous level or it will continue to be at high or be higher. Then they will consider to hire new staffs for a long term plan but of course they must see that the cost for additional staffs should not be lower than the benefit they can receive in return.

I get your point and it's true while the business is growing, the demand for support is also growing,

The process of hiring people depends on how the house owners desire to keep their loyal patrons, they needed to make sure
that they have someone who knows how to address and handle players who are using their site. It's important to have that kind
of mentality to keep your business running and to grow more.

Yeah this is normal request time but some players are impatient and will ask again and again about their ticket even if the support has asked them to wait for this much time.They will keep saying they are not responding but if they are not answering after the requested time then you can raise a issue but they should wait and be patient for the issue being resolved.

that's correct (and I can bet there's even a seasonal component with more crazy people and impatient requests in full moon time)

24h to answer is great and everyone should be ok on waiting it for non-urgent matters (99% of the issues)

Even a reputable site experience delay on responding, why? Because some case needs to fully investigate and not all the support can handle that, usually they need the IT professional to investigate the problem, but if it just a simple concern I believe the support can easily answer that. I understand the volume of the gamblers but it's really good for a site to adjust as well and make a good team to handle the support, remember the site should always protect their gamblers and satisfy their inquiries or else they will just leave and go to other site with a great support system. Is there any delay with Duelbits recently? they must be very busy with their updates.

It’s definitely a very tough part of it as well, why? Because at first you have 1000 gamblers, and you have 5-10 staff size that is focusing on support, maybe they help something else on the side as well like beta testing new versions, and that’s fine and its working perfectly without issue and they gain experience and be better each day.

After a while you have 2000 gamblers and that means we are going to need 20 people, and you need to not only get 10 new staff which is a difficult hiring process, but you need to make sure they are actually good and you didn't hire someone bad, and after that you need to make sure they know what they are doing. All these are very difficult stuff.

Right they have rating system and also ask for feedback sometimes if you give low rating asking what problems you faced or what was not upto the satisfactory point to improve in future and the team ask support after that.This is indeed good way to keep support be active and solve the issue instead of delaying the matters and not having any worry about getting low ratings.So give rating always as it's helpful for others to check out how well casino support is managed.

I do not think that there will be conflict as long as your nationality is on the list of unrestricted country.  As far as I know, the use of VPN is somehow allowed by Duelbits.  So if your root country is allowed to access the service of Duelbits and you use VPN, it is not circumventing the geographical location to bypass the restriction of Duelbits since the player's country isn't restricted at all.


Indeed the majority of the casino does not recommend the use of VPN because the casino think that the player is bypassing the restriction of the platform.  Submission of KYC is verifying if your nationality is under the country that are restricted but I do not find it a problem if the player's country isn't restricted at all and uses VPN for online anonymity.  But of course,  the confused player can always ask the support if they allow this kind of set up.

Many gamblers don't have great patience and I understand that because it deals with money and time. but having Customer Support that quickly resolves problems that occur is almost impossible (usually every problem and complaint will be processed in more than 1 hour) unless the developer uses an automatic robot that responds to all complaints and problems quickly and automatically but I doubt that such a system already exists.