🐵 MonkeyTilt.com | Top Crypto Casino & Sportsbook 🍌 - page 3.

PX-Z

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Quote from: ? on December 16, 2024, 01:05:10 AM

I really understand how you feel, but as far as I know most of the agents doesn't know their own products, nobody has trained them.

That's not how customer support is hired, well, some/most of them just have prescript for every possible question a customer might ask which was provided by the company itself, if they there's no similar on the question/answer that is being asked on the list, simply they will ask the relevant team for that case.

Quote from: Wiwo on December 14, 2024, 04:26:33 PM

I have noticed that some casinos have different levels of customer agents and while engaging with them and what you are asking of is out of their jurisdictions they will quickly transfer you to the agent that is in charge of such cases, like technical issues have a separate team of agent that handles them, so understanding that also make the work easy for us and the agents themselves.

Yes, that's how customer support works for larger scale and large user base business. It's to accommodate more users for a certain issue then another for another issue, unlike if someone (or team) who handles all issue including technicals, it will take more and longer queue to accomodate another user if that happens since most technicals issue takes time to resolve.

Text

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Quote from: Wiwo on December 14, 2024, 04:26:33 PM

Yeah lately a lot has been improved in agent service and their level of awareness information and help to clients, this is very important at this point because wee have to be cautious when dealing with a customer agent, and we should be quick to ask for advance help when we feel that the agent attending to us have lack of information to help solve our problems.

I have noticed that some casinos have different levels of customer agents and while engaging with them and what you are asking of is out of their jurisdictions they will quickly transfer you to the agent that is in charge of such cases, like technical issues have a separate team of agent that handles them, so understanding that also make the work easy for us and the agents themselves.

Maybe some of the support agents are new and might not yet be aware of the implementation of a tiered support system that allows them to escalate issues to the correct teams when necessary. That way, problems can be resolved more quickly reducing customer frustration. However we can see the efforts of MonkeyTilt in ensuring clear communication to provide us with accurate information.

?

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I really understand how you feel, but as far as I know most of the agents doesn't know their own products, nobody has trained them or maybe their new to this platform. they all learn from experience, like I did since last 4 years i have learnt a lot about this crypto platform. from an agent to managing a team. I have trained those new bee with top crypto products and customer engagement. so its okay, if they don't know, you can politely ask them to transfer it to someone senior who will be able to explain you.

Alone055

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Quote from: khaled0111 on December 15, 2024, 05:25:41 PM

This might be annoying but, to be fair, a live support agent is not supposed to know the answers for all kind of questions and, in some cases, they just don’t have the necessary privileges needed to access sensitive infromation.
Their job consists essensially in assisting users to solve minor issues and answering basic questions. If the issue/question is more complex or needs thorough investigation then all they can do is to report it or escalate it to the relevant department.

Even though they are right that an agent wouldn't have in-depth technical knowledge about a platform or project they are working for, agents are asked to study the platform thoroughly and understand everything before they start assisting the customers because it makes it easier for the agents to communicate with the customers in a more clear and precise manner.

I have personal experience in this field because I have worked as a customer service representative with some crypto projects in the past, and we were required to know almost everything about the platform so that when a customer asks something, we should have prompt responses to their queries and waste no time. However, regarding complex technical questions, you are right that sometimes the agents will need to forward them to other departments and then get an update and convey it to the customers.

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Quote from: Wiwo on December 13, 2024, 04:15:38 PM

Sadly some contact agents lack the basic information about some technical terms and info on certain thing that is why few of them tend to give out misleading informant about questions on those things

This might be annoying but, to be fair, a live support agent is not supposed to know the answers for all kind of questions and, in some cases, they just don’t have the necessary privileges needed to access sensitive infromation.
Their job consists essensially in assisting users to solve minor issues and answering basic questions. If the issue/question is more complex or needs thorough investigation then all they can do is to report it or escalate it to the relevant department.

Miles2006

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Quote from: Text on December 14, 2024, 11:38:24 AM

Quote from: Wiwo on December 13, 2024, 04:15:38 PM

Sadly some contact agents lack the basic information about some technical terms and info on certain thing that is why few of them tend to give out misleading informant about questions on those things, so the best thin to do is that, when an agent failed to give you the correct information, you are free to do your own extra findings most especially, when it comes to issue's that borders on games restrictions and regional regulatory requirements this belong to the legal team of the casinos.

You're right, I've also encountered something similar on other crypto gambling platforms which can sometimes be confusing and baffling. It seems their agents need more training on these kinds of issues to avoid confusion. This is why the confirmation from their representative in this ANN thread here in the forum is what can provide clarity.

It's disappointing but we have to understand that these restrictions are beyond the control of online casinos. The only thing we can hope for now is that these providers expand availability to more regions.

Definitely I’m looking forward to this, despite the fact my region is not part of the restriction. Don’t know if there’s any plan concerning games restricted in few region besides I can remember MonkeyTilt stating benefits we should expect in the new platform perhaps I love the work put in. The Ann thread is always available personally I get most information here before getting to the platform no doubt the communication skill is good so if anyone needs further explanation the live chat can help.

PX-Z

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Quote from: Alone055 on December 14, 2024, 05:38:47 PM

Understood, but I have another question. Since MonkeyTilt is licensed under Tobique Gaming Commission, this error shouldn't appear if "CAO" refers to Curacao because MonkeyTilt is not, currently, using a Curacao license. Am I missing something here?

Yes, but their game provider is that where the error is not from Tobique, the two (license provider) probably have different list of accepted country thus the showing of that error on particular users.

Quote from: Alone055 on December 14, 2024, 05:38:47 PM

Quote from: MonkeyTilt on September 06, 2024, 09:27:47 PM

VPNs are not allowed on our platform.

So, players shouldn't use VPN to avoid facing any sort of problems.

Thanks for linking this.

Alone055

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Quote from: MonkeyTilt on December 13, 2024, 05:22:20 PM

This error is a geographical issue with some of our providers. CAO is in reference to curaçao and not any organization. Sadly, some of our game providers have different geographical restrictions than our site.

- Zoo

Understood, but I have another question. Since MonkeyTilt is licensed under Tobique Gaming Commission, this error shouldn't appear if "CAO" refers to Curacao because MonkeyTilt is not, currently, using a Curacao license. Am I missing something here?

Quote from: ultrloa on December 14, 2024, 08:26:09 AM

Maybe best to get good insights about this situation since we can't deny that there are people like to use VPN for some reasons and its better if they would give a clarification regarding about VPN usage on their casino.

VPN usage is not allowed on MonkeyTilt, and the representatives in this thread have said this, see:

Quote from: MonkeyTilt on September 06, 2024, 09:27:47 PM

VPNs are not allowed on our platform.

So, players shouldn't use VPN to avoid facing any sort of problems.

Wiwo

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Quote from: Text on December 14, 2024, 11:38:24 AM

Quote from: Wiwo on December 13, 2024, 04:15:38 PM

Sadly some contact agents lack the basic information about some technical terms and info on certain thing that is why few of them tend to give out misleading informant about questions on those things, so the best thin to do is that, when an agent failed to give you the correct information, you are free to do your own extra findings most especially, when it comes to issue's that borders on games restrictions and regional regulatory requirements this belong to the legal team of the casinos.

You're right, I've also encountered something similar on other crypto gambling platforms which can sometimes be confusing and baffling. It seems their agents need more training on these kinds of issues to avoid confusion. This is why the confirmation from their representative in this ANN thread here in the forum is what can provide clarity.

It's disappointing but we have to understand that these restrictions are beyond the control of online casinos. The only thing we can hope for now is that these providers expand availability to more regions.

Yeah lately a lot has been improved in agent service and their level of awareness information and help to clients, this is very important at this point because wee have to be cautious when dealing with a customer agent, and we should be quick to ask for advance help when we feel that the agent attending to us have lack of information to help solve our problems.

I have noticed that some casinos have different levels of customer agents and while engaging with them and what you are asking of is out of their jurisdictions they will quickly transfer you to the agent that is in charge of such cases, like technical issues have a separate team of agent that handles them, so understanding that also make the work easy for us and the agents themselves.

Text

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Quote from: Wiwo on December 13, 2024, 04:15:38 PM

Sadly some contact agents lack the basic information about some technical terms and info on certain thing that is why few of them tend to give out misleading informant about questions on those things, so the best thin to do is that, when an agent failed to give you the correct information, you are free to do your own extra findings most especially, when it comes to issue's that borders on games restrictions and regional regulatory requirements this belong to the legal team of the casinos.

You're right, I've also encountered something similar on other crypto gambling platforms which can sometimes be confusing and baffling. It seems their agents need more training on these kinds of issues to avoid confusion. This is why the confirmation from their representative in this ANN thread here in the forum is what can provide clarity.

It's disappointing but we have to understand that these restrictions are beyond the control of online casinos. The only thing we can hope for now is that these providers expand availability to more regions.

ultrloa

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Quote from: PX-Z on December 13, 2024, 07:54:58 PM

Quote from: JiiBs on December 13, 2024, 05:45:26 PM

Quote from: MonkeyTilt on December 13, 2024, 05:22:20 PM

This error is a geographical issue with some of our providers. CAO is in reference to curaçao and not any organization. Sadly, some of our game providers have different geographical restrictions than our site.

- Zoo

I am just coming to terms on this matter now, that there could be some issues with geographical location with respect to game offerers and not the site itself. Why should that even be?
I don’t know how these registrations are done but, I felt this is put into consideration by the body in charge of registrations to what extent your site is covering and with that knowledge, they would work with the games they offer or more of those.
On that note, using VPN to access certain games, wouldn’t that be a problem?

Simply because they are different company and has different rules, license, etc. It's actually much better for the casino accepted more users from different country than the other way around.
Regarding VPN, the site does not prohibits you using it, but there are possible consequence if you use it then encountered an error while playing the game. So i won't recommend doing that.

Maybe best to get good insights about this situation since we can't deny that there are people like to use VPN for some reasons and its better if they would give a clarification regarding about VPN usage on their casino.

Since if they allow to use this, then I guess there's no reason for people to get afraid using this as long as they didn't do any illegal matters which is not allowed to do in their casino. But since everything is I think unclear and as you said better not to use it, so they can avoid any potential issues.

PX-Z

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Quote from: JiiBs on December 13, 2024, 05:45:26 PM

Quote from: MonkeyTilt on December 13, 2024, 05:22:20 PM

This error is a geographical issue with some of our providers. CAO is in reference to curaçao and not any organization. Sadly, some of our game providers have different geographical restrictions than our site.

- Zoo

I am just coming to terms on this matter now, that there could be some issues with geographical location with respect to game offerers and not the site itself. Why should that even be?
I don’t know how these registrations are done but, I felt this is put into consideration by the body in charge of registrations to what extent your site is covering and with that knowledge, they would work with the games they offer or more of those.
On that note, using VPN to access certain games, wouldn’t that be a problem?

Simply because they are different company and has different rules, license, etc. It's actually much better for the casino accepted more users from different country than the other way around.
Regarding VPN, the site does not prohibits you using it, but there are possible consequence if you use it then encountered an error while playing the game. So i won't recommend doing that.

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Quote from: MonkeyTilt on December 13, 2024, 05:22:20 PM

This error is a geographical issue with some of our providers. CAO is in reference to curaçao and not any organization. Sadly, some of our game providers have different geographical restrictions than our site.

- Zoo

I am just coming to terms on this matter now, that there could be some issues with geographical location with respect to game offerers and not the site itself. Why should that even be?
I don’t know how these registrations are done but, I felt this is put into consideration by the body in charge of registrations to what extent your site is covering and with that knowledge, they would work with the games they offer or more of those.
With your response as it is, it seems that’s not how it works.

On that note, using VPN to access certain games, wouldn’t that be a problem?

MonkeyTilt

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Quote from: Alone055 on December 11, 2024, 03:01:19 PM

Those who are facing this issue when trying to play slots on MonkeyTilt:

This is, most probably, a geographical error, and I will tell you why. I was trying to play some slots just now. I tried multiple games but kept seeing the error again and again, I even tried contacting the support to get some help with it, but then I realized that I had my VPN on. As soon as I turned it off, the games started working.

I'm not sure how many regions are affected by this, but my VPN was set to the Netherlands, and I was getting this error, which means that the Netherlands is either blacklisted or something; I don't know; only a representative can provide more insight on this.

Edit: Wait, I think I was wrong. It seems like games from some providers are giving that error even when I have the VPN off, which implies that it isn't a geographical thing. I tried games from Pragmatic Play, Play'N Go, and some other providers that aren't loading, but I tried slots from Hacksaw, and they are loading successfully.

@MonkeyTilt, can you please check into this and tell us what's wrong?

This error is a geographical issue with some of our providers. CAO is in reference to curaçao and not any organization. Sadly, some of our game providers have different geographical restrictions than our site.

- Zoo

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Quote from: Text on December 11, 2024, 06:54:47 PM

Quote from: Alone055 on December 11, 2024, 11:53:41 AM

I have never heard of that organization. I have even Googled it but couldn't find any information about such an organization. I also tried finding a location abbreviated "CAO", but I could find nothing. I guess only the support team can explain what that means. From the error text, it looks like it is a geographical restriction, but confirming it from the official source is always better.

Even if it's a geographical restriction, it's probably from the game provider and not the platform itself, I believe.

According to their support agent, CAO stands for Country Authorized Operations. I sent them a screenshot that displays the error when accessing a slot game which means the game is not available in our jurisdiction. Some providers cannot offer certain games in our country due to license restrictions. They do not have influence on that. Sadly she does not know the specific reason for this.

Sadly some contact agents lack the basic information about some technical terms and info on certain thing that is why few of them tend to give out misleading informant about questions on those things, so the best thin to do is that, when an agent failed to give you the correct information, you are free to do your own extra findings most especially, when it comes to issue's that borders on games restrictions and regional regulatory requirements this belong to the legal team of the casinos.

inspace

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Quote from: Alone055 on December 12, 2024, 08:38:00 AM

@inspace, I have a question. What if two or more users have the exact guess and become the winner? Will the reward be split between the winners? Because it doesn't say we can't guess the same number that has already been guessed by another participant, and it also doesn't give any information about what would happen if that happens.

Thank you for your question.
Normally, if two or more users make correct predictions, the winner is the one whose prediction was made first.

However, in cases where the post history of the user (who made the correct prediction) consists of predictions, the project manager reserves the right to either disqualify his prediction or halve his reward:

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Therefore, in such cases, it is quite possible that the prize will go to the second guesser of the prediction.

Miles2006

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Quote from: bakasabo on December 12, 2024, 02:42:08 AM

Quote from: Text on December 11, 2024, 06:54:47 PM

According to their support agent, CAO stands for Country Authorized Operations. I sent them a screenshot that displays the error when accessing a slot game which means the game is not available in our jurisdiction. Some providers cannot offer certain games in our country due to license restrictions. They do not have influence on that. Sadly she does not know the specific reason for this.

How can it work properly, if I dont change my location, device or internet provider, open same games that from same providers, but on MonkeyTilt I got that error, when in the other casinos I dont. I can open 5 browser tabs with Sweet bonanza in 5 different casinos, and only on MonkeyTilt I will get an error. I think this is a serious issue for casino, because gambler wont spend a lot of time figuring out how to solve that, they will move to other casino.

The issue might be relating to restriction as Text stated that earlier, don’t bother stressing yourself with browsers or opening new tab. Serious issue indeed probably MonkeyTilt will love to hear more review and work towards the issue, I will advice you message the live support if you’re willing to.

Alone055

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Quote from: bakasabo on December 12, 2024, 02:42:08 AM

I think this is a serious issue for casino, because gambler wont spend a lot of time figuring out how to solve that, they will move to other casino.

I agree, but I'm sure the team is working on a resolution. I also talked to a customer service representative last night, and she said it's a technical issue, and it has been reported to the relevant team. So, hopefully, it will get resolved shortly. The platform's on-forum representatives haven't been active lately, which is probably why we are not getting an update regarding the situation.

Quote from: inspace on December 12, 2024, 08:13:18 AM

Don't miss the opportunity to be a part of this event and compete for a prize! Take part in the contest, test your intuition and luck!

Good luck to all participants! Wink

I have posted my submission.

Good luck to all the participants.

@inspace, I have a question. What if two or more users have the exact guess and become the winner? Will the reward be split between the winners? Because it doesn't say we can't guess the same number that has already been guessed by another participant, and it also doesn't give any information about what would happen if that happens.

Topic: 🐵 MonkeyTilt.com | Top Crypto Casino & Sportsbook 🍌 - page 3. (Read 8794 times)