Interview with Andy of Desert Nights Casino Interview

Author: Pitboss
Last Updated: September 4, 2014
Andy, CS Team Leader of Desert Nights Casino Interview
Andy of Desert Nights Casino Interview

Andy sheds some light on the day-to-day operation at Desert Nights Casino. Thanks Andy

What prompted you to join the online gambling industry?

I can say that it was completely something new for me, I had no clue about this industry before getting involved into this, however I’m an open mind person and like the changes, this was a challenge which I accepted and now I’m very happy with my decision.

I’ve found a New World just opening for me, enjoyed my job from the first hours and still having that feeling every day. Always something new, speaking everyday with hundreds of people from all over the world, listening their stories, sharing the joy when someone wins, trying to understand a problem from a player perspective and trying to do my best to resolve their problems in fastest way possible. All these details makes me feel and think that I’m doing something important which helps me a lot to gather the benefits of working in Customer Service for gambling industry and make them to work afterwards on myself-improvement.

Now I realize that working in this industry is a chance to open a lot of doors, develop your personality, since this is a growing industry I believe this is a good chance to build a long term career, improve your own skills and become a true professional. Young team, flexible working program, competitive business which doesn’t allow you make even a small mistake, this is a job where you can reflect all your skills, a job with a lot of responsibilities but which offers you a lot of possibilities, a good way to achieve enough experience in a very short period of time and the most important thing - the chance to realise all your dreams and implement all new good ideas in the most effective way.
If at the beginning it was a challenge for me to try something completely different, now I can’t live without performing a new self-challenge on a daily basis. This is the place where I could find myself.

What do you like about Desert Nights Casino?

This is a place where you can enjoy the RTG games being sure you made the right choice. Most of new players are asking us why they should choose our site instead of millions of other casinos are online at the moment, well because we have a lot of arguments which will confirm their decision: First, the site looks awesome, great, friendly design, a big variety of games, great tourneys, special daily, weekly, monthly, exclusive promotions for everyone, fast cashouts, very friendly Multilanguage support working 24/7 ready to help at any given time. Also Desert Nights is an accredited casino, people appreciate this because they like to play online and be sure that will get paid in time and will get a professional customer service. We do our best to build here a pleasant gaming atmosphere, our customers are our friends. So what I like here is working as a big Family.

How many active players does the casino have?

It’s already one year since we have launched this casino and we had a great success so far, we have tens of thousands of players and a big part of them are active players, we are currently looking forward to extend our VIP community since we appreciate our customer’s loyalty . 

In a nutshell could you please list the various promotions Desert Nights currently offers players?

We understand the fact that people are different and they play online because they are searching for more gaming opportunities comparing with land based casino. That’s why we are trying to create bonuses for everyone. Based on this idea we have a free welcome bonus and a set of welcome match bonuses up to $8888, the codes are on the official site under the promotion section so it’s easy way to find them there. Plus we have weekly outgoing newsletters our players are receiving on their emails, most of match bonuses are followed by some free spins so our casino gives the second chance to everyone.

For those who are playing table/card games/progressive games we have special bonus codes. For players who don’t want to play and have some bonus restrictions like wagering requirement we offer 25% cashback on all busted deposits and our customers can request it via Live Chat.

All our bonuses have codes we are trying to make them as simple as possible so our customers could use them by their own.
Regarding promotions we have a Facebook page where one of our promotions dept. agent is trying to share the hottest games and bonuses using this community, plus a lot of all other contests, winners are getting special free bonuses, and it’s a good place where our players can speak and leave their feedback. Their feedback is the engine which makes us to move forward.

Is the $8 no deposit bonus popular with first time players? Can it be used to play any game?

This is a very popular bonus and from my experience we are having a lot of winners from it, so this is not just a bonus to try the games it’s a good chance to win some real cash for joining our Casino.
Considering most of new players are interested in playing slot games, this bonus can be used for slots, keno and scratch cards.

We see that the software (Realtime Gaming) of the casino can be played in the download or Instant Play version?

We have implemented both versions because most of new players want to try our casino without downloading and considering that some of our customers are using MAC computers (where the casino couldn’t be downloaded).
In general I think downloaded version is better, because there you will have all games available and players are able to enjoy our tournaments only by playing this version.

Does Desert Nights cater for VIP players?

Being the most loyal customers, VIP players are receiving the best customer service, they are getting fast cashouts, a lot of benefits like: monthly cashback, manager tokens, special b-day bonuses, we are sending weekly special offers with higher match bonuses and higher cashback percentage on busted deposits.

We are getting a lot of positive feedback from our VIP players they are happy playing here, they like the service, bonuses and respect the warm attitude they have found since the first day they have joined us so far. They are satisfied playing here and we have noticed most of them invite their friends to create an account with us.

If a problem gambler comes along what procedure/s will Desert Nights follow to help this player?

First we are trying to get more details about their problem so it will be easier for us to understand what have caused their problem and find the best way to resolve it. The best idea is to keep the communication, even if he is not technical aware sometimes the strategy short question/short answer helps a lot, sometimes a screenshot is a big help for us.

Our customer support has been trained to resolve most of difficult problems players are having, however if there is something we can’t fix immediately we assign the problem ticket to our tech team, or to someone from our managers and of course we are sending an email or calling the player to keep him updated. Usually all difficult problems are resolved within 12 hours or less.

Which deposit and withdrawal options can players from the United States use? What is the maximum withdrawal limit?

At the moment US players can deposit using their VISA and AMEX credit cards or they can do a transfer via Western Union or Money Gram directly into their casino accounts.
Regarding withdrawals, US customers have Bank Wire method - an easy way to withdraw their winnings directly into their bank accounts.

The maximum daily/weekly withdrawal limit is $2000 for their first withdrawal and thereafter $4000 per week or as per mutual agreement with their personal account manager.

How long does it normally take for support to respond to a player query?

We have some very stringent rules here and a player can’t wait in chat more than 20 seconds, usually the answer comes instantly considering we have a highly experienced support staff, if a problem requires more investigation then we kindly ask our players to give us a few minutes more or we are sending them the updates later via email or by phone, it depends what option is the best for them.
We keep the communication with our players via emails as well and there is taking less than 5 min to receive an answer from us.
We appreciate our customer’s time and truly believe that quick and professional answers plus a friendly attitude builds up a great customer service and we are sure people will choose the place where all players are getting the VIP treatment.