I also handle support at work so I understand the challenge of scaling it properly as a platform grows. But investing in good support is necessary to keep players engaged in the long run. [...]
It's not just about tech support.. I think another important factor is that forum users are used to getting special treatment. And when users get the same treatment as regular users outside of the forum, they think that the quality of support has gone down (which is not true).
I am of the view that the reason that forum users or any other users of casino support complain most times is when the support that is operated by bots gives you answers to something whereas in reality, those answers become a blatant misconception and different from what it is supposed to be.
The few cases we have seen are not that forum members are demanding special treatment from casino supports, that is not the issue here as Icopress stated, but quite a different ball game altogether for example, a situation where a gambler makes complain to support allegedly bot support about delay withdrawal, instead of investigating the issue the bot just offer the reply that the gambler I involved on multiple accounting that is why his withdrawal is denied.
But at the end of the day, the delayed withdrawal was later processed and the gambler got his full withdrawal amount as against what the bot support offered him the gambler.