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If (when?) Chartwell do reply as a responsible company should, then I think they owe you either a lead to track down the casino operator that screwed you or to assume the obligation themselves That is the minimum required to show commitment. If they refuse to provide such assistance, they could also use their good offices to pressure the casino owner into doing the right thing here.
You might also ask them for details of the licensing jurisdiction for CaribSunshine, and bear in mind that they may also have a cosy relationship with the e-cash processor that was used and that that company is probably still holding a deposit.
They must realise that their reputation is also involved here if this dispute escalates into real publicity, and that like it or not they do have a responsibility to the consumer (player).
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