Tuesday, September 8, 2009 - Customer Service
I started working for UB around 1 year and a half ago. One of the first issues I received from a customer was from a guy who kept saying that he updated his address information in his player profile, but whenever he went to make a payout request, his old info continue to appear in the Cashier page.
As a new agent I just didn’t feel well prepared to handle this. Since I assumed it was the customer’s error, I just told him to update his address and then wait, the same answer everybody gave.
Big mistake! The horror came later!!! This nice friendly customer who needed my help turned into an irate person who thought our service was crap. Well, once I realized that other customers had the same issue, and that “waiting” never fixed it, I realized that more drastic measures needed to be taken.
It seems that in some cases, the profile never updates the address for some customers, and for others, it works perfectly.
My solution? Fix the error by myself. I just manually changed the address info for him and guess what? A happy customer who was able to cashout his funds to the correct address!
Ive since learned how important it is to do some basic-elemental-OBVIOUS research and that often times, the customer is actually right. One day, in a perfect world, everything will work as expected. Until then, its up to me to figure out solutions for customers when the most obvious answer doesn’t work.
The great thing about working here, is that we’re always constantly learning. And having fun….
Tags: address issues, address mismatch
Comments (4)
Tuesday, February 24, 2009 - Customer Service
Address mismatch
If when trying to request a payout you notice that the address on your profile does not match the information displayed in the cashier, please remember that you can always update it clicking on “My Account” and then on “Update Profile”. But you will also need to send to payments@ultimatebet.com :
1. A copy of the utility bill with your current address
2. A photo ID
However, there is another option, you may contact the Deposit Center by phone or through Live Chat and by going through some security verification an agent will be able to update the information for you. But keep in mind that through any method there is a 12 hour time frame for the update to be completed.
____________________________________________________________
Security Tip for the Week: Documentation Required.
The Company reserves the right to conduct a security review at any time. To facilitate these security checks, you agree to provide such identification or other information or documentation as the Company, in its unfettered discretion, deems necessary.
Please note that we request you to send us documents for the following reasons:
a. To maintain a high level of security.
b. To validate your identity.
c. To verify your financial transactions.
d. To confirm that the credit card(s) and the transactions made are legit.
All we need is to confirm your personal information and match this data with the information that you have in your Ultimate Bet profile. This is a standard procedure that every customer needs to fulfill and for that reason we posted this requirement on our main site:
http://www.ultimatebet.com/user-agreement
It is important to mention that any information and documentation we receive from players is kept in strict confidence. The Ultimate Bet player list is for our use only and will never be shared, exchanged or sold to any organization. Click here to review our Confidentiality & Privacy statement.
No personal data is ever transferred to other players nor detailed information is distributed to employees without the appropriate Security clearing.
All customer information is stored in secure databases in a state-of-the-art facility and no information is shared.
Earning and keeping players’ trust is essential to UltimateBet.com’s success. Therefore, protecting the security and privacy of players, as well as ensuring the integrity of games, are driving forces for UltimateBet.com’s daily operations and corporate ethics.
This policy was created to help you understand how we collect, use, and protect the personal information that you provide us. This is also to guide you in making informed decisions when using our products and services. We will frequently refer to and assess this agreement to take into consideration new technologies, business practices and your needs as a player at Ultimate Bet.
Please be aware that Ultimate Bet is licensed by the Kahnawake Gaming Commission.
The Kahnawake Gaming Commission, established on 10th June 1996 pursuant to the provisions of the Kahnawake Gaming Law, MCR No. 26 / 1996-97.
The Commission is empowered to regulate and control gaming and gaming related activities conducted within and from the Mohawk Territory of Kahnawake in accordance with the highest principles of honesty and integrity.
To certify your Ultimate Bet account we will request for you to send your name, player’s nickname, or the email address registered in your user profile and necessary documentation requested from our Security Department. These documents can be sent to our fax at 1.866.306.3384 or as a scanned image to Security@UltimateBet.com. For security reasons, remove the CV2 Code Number from the copy of the back of your credit card. We do not need this sensitive information.
If you require further assistance, you may call to our toll free number 1.877.887.6537; our Security Team is available 24 hours a day, 7 days a week.
Tags: address mismatch, Customer Service, security tip
Comments (0)
