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Bad Customer Service Problems For NJ Online Gambling

Poll shows over 50 percent of players feel operators are slow in addressing problems.
A poll carried out among New Jersey online punters last week by Clarion Gaming has shown that an alarming number of respondents rated their experience as mediocre in terms of customer satisfaction.
And more than half of respondents (62 percent) felt that operators were too slow in addressing customer problems, giving operators only 5 out of a possible 10 in this category.
Jim Quigley, a spokesman for the GiGse Consumer Insights Group (CIG) formed to conduct the survey in February this year, commented that researchers were surprised at how poorly operators scored with customers when problems arose.
"The operators have all been in the online business via their experienced partners and to see that 88 percent of respondents answered 7 or less out of 10 is shocking’, said Quigley,
"The fact that 13 percent of respondents gave it a 1 and only 12 percent gave it 8 or better may be why so many people have signed up to play but now no longer play," he added, referring to earlier survey conclusions that major New Jersey online gambling  operators like Borgata and Caesars had 48 percent and 38 percent drop-out rates, respectively.
Under New Jersey law all customer call centres have relocated to New Jersey since April 1, 2014 in a move to improve services.
Fred Buro, a marketing specialist and member of the GiGse Consumer Insights Group, stressed the importance of a good customer experience in the online space, saying:
"Consumers in the online space deem “poor performance” of any website or online process unforgivable – and are not shy about demonstrating their frustrations with slow load times, poor content, payments processing problems, and sign-up hurdles, with a simple “click’ way to a competitor – they won’t come back, and they tell all their friends not to visit.
"Customer service works for you when you average 9 or better, and severely less against you when it is anything less".
Jim Ryan, an experienced industry senior executive and CEO of Pala Interactive, commented on the CIG survey, saying that it showed that 64 percent of respondents were choosing unlicensed operators due to dissatisfaction with New Jersey's licensed operators.
"The player journey is poor’, he said. "In my view this highlights a key problem with regulated sites – the issues with geo-location, KYC and payments have been a significant negative to the consumer."

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Gambling News :

Wanajump Launches - #Wanajump Spanish online and land gambling operator Grupo R. Franco appears to be emulating the William Hill group, announcing this week that it is to begin a start-up accelerator program for innovative entrepreneurs, which it has titled Wanajump.

Coral Launches player proposition betting product - Digital Sports Tech, a business-to-business software provider of sports betting solutions, has signed a deal with UK online and land sports betting operator Coral to provide an innovative player proposition betting product.

Oshi online casino now accepts fiat currencies - The Oshi online casino, which started just a year ago as a Bitcoin-denominated operation, has described its expanded activity in a statement this week, noting that in addition to Bitcoin it now accepts fiat currencies and has added new game providers to its roster of suppliers.

New Standards for UK Online Gambling - Online gambling service and technology providers, along with operators and testing agencies will be studying the new gambling software and technical standards proposal published by the UK Gambling Commission following a public consultation.

Pennsylvania Gambling Bill 1887 returned with additions - The interaction between the Pennsylvanian House and the state Senate has become increasingly like watching a game of ping pong as the two political establishments wrestle with online gambling legalization and court-ordered tax fixes in the dying days of the current political season.

UKs Advertising Standards Authority vs Ladbrokes - A Ladbrokes Casino email promo has fallen foul of the UKs Advertising Standards Authority who deemed significant terms and conditions concerning bonusing to be unclear or misleading.

Mybet Earnings Struggle - The statement this week reveals that Mybet continued to be hampered by negative trends from historic quarters, making its original performance estimate "unrealistic".

Tom Horn Awarded Malta Gaming License - Online gambling software provider Tom Horn Gaming has been awarded a Malta Gaming Authority license that permits the company to host and manage Malta-based gaming operators.

Calvin Ayre invests in new Antigua Business Center - Ayre joined with government officials this week in a ground-breaking ceremony for a five-story centre on Antigua which will be home for the venture. The "green" building will be solar powered and provide employee-friendly services like catering, a gym and child care.

Attack of the Zombies Slot - Online gambling games developer Genesis Gaming has unveiled its latest game, with a theme based on a horror story of the undead, exploiting the current trend....and just in time for Halloween.

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