Email Templates

Published on June 2016 | Categories: Types, Instruction manuals | Downloads: 24 | Comments: 0 | Views: 300
of 16
Download PDF   Embed   Report

Standard email replies for all customer communication

Comments

Content


CUSTOMER SERVICE

Standard replies for all customer communication



Email Templates

2


Table of Contents
Account Opening ........................................................................................ 4
Account Verification ................................................................................. 4
Log In ...................................................................................................... 4
Failed Log-in ........................................................................................... 4
Lost Username/Password ............................................................................ 5
Registrations ............................................................................................. 5
10 FREE Spins ........................................................................................ 5
Valid games for 10 FREE spins .................................................................. 6
Problems depositing/placing bets .............................................................. 6
Withdrawals .............................................................................................. 7
Minimum Amount .................................................................................... 7
Why is my withdrawal still pending? .......................................................... 7
Payments .................................................................................................. 7
What methods of payment do you take? .................................................... 7
Why is my card not accepted? .................................................................. 7
Bonuses .................................................................................................... 8
Match Bonus ........................................................................................... 8
10 FREE Spins ........................................................................................ 8
Available Games ................................................................................... 9
Avatars ..................................................................................................... 9
What do they do? .................................................................................... 9
KYC ........................................................................................................ 10
Proof of ID ........................................................................................... 10
Validate Account ................................................................................ 10
Incorrect Account Details ..................................................................... 10
Withdrawals ....................................................................................... 11
Account Amendments ............................................................................... 11
Account Suspended ............................................................................... 11
Account Terminated ............................................................................... 12
Self-Exclusion ....................................................................................... 12
Trouble Shooting ..................................................................................... 12
Browser problems ................................................................................. 12
Technical error ...................................................................................... 13

3


Restricted Territories ................................................................................ 13
Problem Gamblers .................................................................................... 13
Complaints Procedure ............................................................................... 14
Signatures (MUST be in company font: Verdana) ......................................... 14
Customer Service .................................................................................. 14
Marketing ............................................................................................. 15
Personal ............................................................................................... 15






















4


Account Opening

Hi xxxx,
To open an account, please click on 'Open Account' at the top of the page. You
will then be taken through the registration process where you will need to
complete the requested details in order to register your account.
Please be advised that you must be over 18 and from an eligible country in order
be able to open an account.
We do not currently accept bets originating from Belgium, Cayman Islands,
Denmark, France, Vatican City, Iran, Iraq, Israel, Italy, Japan, North Korea,
Poland, Saudi Arabia, Turkey or the United States of America, if you are a
resident of one of these countries then you will not be able to open an account
with Gold Luck casino or be allowed access to the betting platform or any of the
services that we provide.

Account Verification

Hi xxxx,
Thank you for forwarding us your documents. We have now been able to verify
your account details and you are free to deposit and play at Gold Luck casino.
Good luck!
Log In

Failed Log-in

Hi xxxx,
In order to resolve this issue please click the 'Forgot Your Details?' link in the
bar at the top of the page and follow the instructions. Should this not help
please contact [email protected] with details of your
problem and any error messages you have received and we will happily assist
you further.
Please remember to include your username when contacting us regarding any
log-in or data access problems.

5


Lost Username/Password

Hi xxxx,
In order to retrieve your password or username please follow these
instructions…
Go to the Gold Luck Casino homepage https://goldluckcasino.com/ click on the
log-in tab at the top of the page and then the link: forgot your details?
Log-in >> Forgot your details? >> enter your username* >> enter the word
displayed in the Captcha.
Enter your username and complete the word Captcha and new password details
will be sent to the email box that you registered on sign-up.
(*If you do not remember your username click forgotten log-in ID? and follow
the instructions.)
Please Note:
Once a new password has been sent to you we advise you to immediately log
into your account and change this password for something easier to remember.
Make a note of your new password somewhere safe and for security reasons we
recommend that you change your password at least once every three months.
Regrettably your username cannot be changed.
Registrations

10 FREE Spins

Congratulations!
You have just signed up to Gold Luck Casino one of the friendliest and best
places to play online slots and casino games.
As a very special welcome gift to you our newest player we are pleased to offer
you a sign-up bonus of 10 FREE spins on the xxxxxx xxxxxx slots game.
To take advantage of this amazing FREE offer just log into your players account
at www.goldluckcasino.com open xxxxx xxxxx slot game and you can use your
10 FREE spins right away with no other wagering requirements.
Everybody here at Gold Luck Casino would like to take this opportunity to
welcome you to our family and wish you the very best of luck playing at Gold
Luck Casino.


6


(For the Terms & Conditions that apply to this promotion please go to….
https://goldluckcasino.com/promotions-t-c-en)

Valid games for 10 FREE spins

Hi xxxx,
Your 10 FREE spins are available with the following games only:
 Big Kahuna
 Lucky Witch
 Secret Santa
 Riviera Riches
 The Osbournes
 Deck the Halls
We reserve the right to allocate any of these games as we deem
appropriate, you will be entitled to your qualifying FREE spins for you to
use on one specific game as allocated by Gold Luck Casino. The Free
Spins are valid for 7 days only and must be used within this period.
Deposits & Bets
[Once a player account is fully activated there will still be occasions where they
may not be able to bet. Here are replies for some of the more common ones:]

Problems depositing/placing bets

Hi xxxx,

Sorry to hear that you are having problems with depositing or placing bets at
Gold Luck casino.
Once a player account is fully activated there still may be some occasions where
you may not be able to place a bet. Here are some of the more common ones
reasons why this may happen….
 Your account could show an Active Status but still not been fully checked
by our automated checking system. You may need to contact customer
service or when available the Live Support.
 On the Casino games, very occasionally a transaction will become 'stuck'
you will then see an error code. Should you get this drop us an email and
we will look to resolve this for you.
 Your Account may have timed out, if this is the case simply logging out
then back in again will fix this.

7


 You may have set a limit on your account, as part of our Responsible
Betting policy you can set limits on your account, you may have hit this
limit.
I hope this has been of help to you, however if you feel that any of these
explanations do not apply to your situation or you continue in experiencing
difficulty with your account please contact customer service or if available use
our ‘Live Chat’ service.
Withdrawals

Minimum Amount

Hi Xxxx,


Unfortunately the withdrawal of £xx that you have attempted to make has been
cancelled as it is below the minimum amount for withdrawal of £20. This means
that the £xx will still be showing in your user account.

We apologise for any inconvenience that this may cause you.

Why is my withdrawal still pending?

Hi xxxx,

Once you have made a withdrawal request, it will show as pending whilst being
processed by our finance department. If you do not have your withdrawal within
5 business days please contact
[email protected].
Payments

What methods of payment do you take?

Hi xxxx,

We currently only accept debit and credit card payments as well as Netteller and
Skrill (formerly Moneybookers). For full details please click here.


Why is my card not accepted?

Hi xxxx,

8



Reasons for rejection can be:

 Insufficient funds in your bank account.
 The bank's server could not be reached.
 Some cards don't support online transactions. Ask the bank to activate
this service.
Contact your card issuer if in doubt.

We do not currently accept American Express cards or cards registered to
American citizens.
Bonuses

Hi xxxx,

All promotional credits applied will be viewable in the bonus section of the 'Your
Account' page. This information will tell you how much credit you received and
the promotion name. It also will advise you how much play through you have to
achieve and what you have achieved to date. Your bonus will not show as a real
credit until you achieve the play through requirement, at which point it will
automatically transfer into your real Balance. Bonuses are not available for
withdraw until the play through criteria is reached. For bonuses attached to
deposits, neither the bonus nor the deposit are available for withdraw until either
the play through is achieved or the bonus is lost and deposit played through at
least once.

Should you wish not to take part in a particular promotion, bonuses can be
cancelled by emailing [email protected] with your Username
and request for bonus cancellation.
Match Bonus

Hi xxxx,
To release your match bonus you must first play through the wagering
requirements as set out in our terms and conditions.
https://goldluckcasino.com/promotions-t-c-en. Once you achieve this only then
is the bonus released.
10 FREE Spins

Hi xxxx!


9


Due to the volume of requests, the 10 FREE spins are allocated at 12pm and
12am UK standard time each day. If you have not already received your 10
FREE spins then you will certainly do so at the next allocation. You should keep
checking your email inbox and your GLC account for notification.
Available Games

Hi xxxx,

The games we currently have available for this promotion are: Big Kahuna,
Lucky Witch, Deck the Halls, The Osbournes, Riviera Riches, Secret Santa.

You will receive an email with all the game details soon. Please ensure that you
have supplied us with your correct email address and that you enable
[email protected] in your safe senders list so that the message
does not go to your spam folder. Check your inbox and your Gold Luck Casino
account regularly.
Avatars

What do they do?

Hi xxxx,

Your Avatar is a picture of your choice that is displayed in certain games and in
your account.

How do I get one?

Hi xxxx,

To activate your avatar first click on your 'My Account' tab in your account client.
The Avatar box is on the right hand side of the screen, click the 'Choose File' tab
and in the box that opens up chose a picture from your computer (please note
small pictures work best). Once you have selected a suitable picture, press the
'Save' button and your Avatar will upload to the site.

Why does it disappear when I log out?

Hi xxxx,

Your Avatar picture has to be officially approved, until then only you will see it.
If you want the rest of the world to see your Avatar in all its glory then please
email

10


[email protected] and ask us to approve your upload. As
long as the picture is deemed not to cause offense we will happily comply, and
your Avatar will be there for all the world to see. 
KYC

Proof of ID

Validate Account

Hi xxxx,
In relation to your account validation, in order for us to verify your account
details we would ask that you supply copies of the following:

Proof of ID such as Passport, Driving Licence or Government Issued ID. Any
Official Proof of Address (dated within the last 3 months) this can be a Utility Bill
(not mobile phone), Bank Statement or Official Government Document.

You can scan or photograph these documents and email them to us or if you
prefer send a Fax copy to the number below. We ask that you try to ensure the
copies are clear and not cropped in any way or we will be unable to accept them.

Upon receipt we will look to then validate your account as soon as possible.
Should you need any further advice or assistance feel free to either reply to this
email or phone our contact number below.

Incorrect Account Details

Hi xxxx!

In order to remain compliant with AML regulations we have to ensure a
reasonable amount of due diligence. We must ensure that a person is who they
say they are and that they are over the age of 18, and we have to be seen to be
doing this. We offer a common sense approach to this, and if you feel you may
have entered details wrongly we are happy to correct details and resubmit a
manual check to ensure their accuracy should a player wish for us to try.
Alternatively you can send the following, which will have been contained in the
email you are likely to have missed:

In relation to your account validation, in order for us to verify your account
details we would ask that you supply copies of the following:


11


Proof of ID such as Passport, Driving Licence or Government Issued ID. Any
Official Proof of Address (dated within the last 3 months) this can be a Utility Bill
(not mobile phone), Bank Statement or Official Government Document.
You can scan or photograph these documents and email them to us or if you
prefer send a Fax copy to the number below. We ask that you try to ensure the
copies are clear and not cropped in any way or we will be unable to accept them.

Upon receipt we will look to then validate your account as soon as possible.
Should you need any further advice or assistance feel free to either reply to this
email or phone our contact number below.

Please note your account is temporarily suspended until validation is complete.
Once validation is complete you will have full access to Gold Luck Casino and can
go on to participate in our fantastic promotions.

Withdrawals

Hi xxxx,
Before we can process your withdrawal we would kindly ask that you supply
copies of the following:

Proof of ID such as Passport, Driving Licence or Government Issued ID. Official
Proof of Address (dated within the last 3 months) this can be a Utility Bill (not
mobile phone), Bank Statement or Official Government Document.

You can scan or photograph these documents and email them to us or if you
prefer send a Fax copy to the number below. We ask that you try to ensure the
copies are clear and not cropped in any way or we will be unable to accept them.

Upon receipt we will look to then validate your account as soon as possible.
Should you need any further advice or assistance feel free to either reply to this
email or phone our contact number below.
Account Amendments

Account Suspended

Hi xxxx,
Regrettably Gold Luck Casino have been forced to suspend your account until
further notice. The reason we have decided upon this course of action is…..
(Insert reason here)
If you feel that you may have been unjustly treated regarding this matter or that
we have suspended your account in error please send an email outlining your

12


argument to [email protected] with your username and RE:
Account suspension in the subject line and we will look into your case.
Please allow a minimum of 7 days for our team to conduct any investigation that
may be necessary. Unfortunately you will be unable to use the site during this
time.
Account Terminated

Hi xxxx,
Regrettably Gold Luck Casino have decided to terminate your account with us
effective immediately. We feel that this is in the interests of both parties and as
such this decision is final and irrevocable. We are not prepared to enter into any
future discussions regarding this matter and as such any further communication
will be discarded.
Any outstanding credit that may remain in your account will be repaid to your
payment provider by our accounts team at the earliest convenience.
Self-Exclusion

Hi xxxx,
We are sorry that you feel the need to exclude yourself from playing at Gold
Luck casino
Trouble Shooting

Browser problems

Hi xxxx,

Whilst we always try to ensure full compatibility with all browsers/operating
systems occasionally there may be a problem due to the number of different
browsers available and also computer configurations. With the internet a lot of
these can be fixed by simply refreshing the page should this not work next step
is the clearing of cookies and the cache on your chosen browser. Here is a link to
a list of the more popular browsers and how you can do just that:

http://www.wikihow.com/Clear-Your-Browser's-Cache

Should you continue to have problems with a particular browser we advise you

13


try an alternative, if problems persist feel free to drop us an email describing
what the issue is and we will assist the best we can.

It is always useful in these circumstances to take a screen shot of the problem
you are having, links to how to do this can be found here:

PC: http://www.wikihow.com/Take-a-Screenshot-in-Microsoft-Windows
Mac: http://www.apple.com/findouthow/mac/#capture screen

(Please note we have no affiliation with any of the above sites)
Technical error

Hi xxxx,

Thank you for bringing this error to our attention. We are aware of the problem
and are working to resolve the issue. It appears to be from the developer’s side
but I do not think that this is something serious. We hope to have the games
functioning normally within the hour (if not before!)

If you do happen to notice any future errors whilst playing at Gold Luck casino it
would help us to know what game you are playing, the date and time and either
a screenshot or an exact description of the error message that you are getting
so that we can forward this to our technical team. Feedback such as this can
help us to resolve any issues far quicker.
Restricted Territories

Hi xxxx,
Regrettably we do not currently accept bets originating from Belgium, Cayman
Islands, Denmark, France, Vatican City, Iran, Iraq, Israel, Italy, Japan, North
Korea, Poland, Saudi Arabia, Turkey, Singapore, South Africa or the United
States of America, if you are a resident of one of these countries then you will
not be able to open an account with Gold Luck casino or be allowed access to the
betting platform or any of the services that we provide.
Problem Gamblers



14


Complaints Procedure

Hi xxxx,
We do try to resolve any customer issues that may occur in a fair and unbiased
way, however if you do have cause to complain about anything that has
happened as a consequence of your dealings with Gold Luck Casino, please
notify us by email at [email protected], and the
management team will look into the circumstances of your complaint. We will
deal with your complaint as quickly as we reasonably can but you should allow
7-10 days for any internal investigation to take place before contacting us again.
We may as necessary, request appropriate evidence from you for the purposes
of settling your complaint.
If you feel the complaint was not resolved satisfactorily then please escalate to
our complaints department by emailing to [email protected].

If a complaint is not resolved to your satisfaction by the use of our internal
complaint procedure, you may refer the matter to an independent adjudicator
called Independent Betting Adjudication Service (IBAS) who can be found at the
following web address www.ibas-uk.com. They can offer impartial advice on any
dispute. We will always abide by any IBAS decision, provided all relevant
information has been accurately relayed to them.

Complaints may also be referred to the Isle of Man Gambling Supervision
Commission (GSC) following the complaints procedure set out
at www.gov.im/gambling/players.xml.
Thank you,
Signatures (MUST be in company font: Verdana, size 12)

Customer Service

Regards,

Customer support team.

Gold Luck Casino
| www.goldluckcasino.com | [email protected]

15


GoldenBoys Bet Limited - 227 Clinch's House, Lord Street, Douglas, IM99
1RZ, Isle of Man.



***** Email confidentiality notice *****
This message is private and confidential. If you have received this message in error, please notify us and remove it
from your system.
Marketing

Regards,

Marketing department GLC

Gold Luck Casino
| www.goldluckcasino.com | [email protected]
GoldenBoys Bet Limited - 227 Clinch's House, Lord Street, Douglas, IM99
1RZ, Isle of Man.



***** Email confidentiality notice *****
This message is private and confidential. If you have received this message in error, please notify us and remove it
from your system.
Personal

Regards,

Nick Shepherd.

Casino Operations Manager | Gold Luck Casino | 01624 618 156 |
GoldenBoys Bet Limited - 227 Clinch's House, Lord Street, Douglas, IM99
1RZ, Isle of Man.


16




***** Email confidentiality notice *****
This message is private and confidential. If you have received this message in error, please notify us and remove it
from your system.







Sponsor Documents

Or use your account on DocShare.tips

Hide

Forgot your password?

Or register your new account on DocShare.tips

Hide

Lost your password? Please enter your email address. You will receive a link to create a new password.

Back to log-in

Close