Hi there,
I am not on the exec board at Playtech any more so can't reply for Playtech, but Playtech is only the software provider, licensing software to a particular casino group / poker room operator. If you have a specific player related questions - play / game query / payout etc, then it should go to complaints/support at the casino.
In the rare event that a Playtech licensee does not deal with it, please refer back to casino meister and the Playtech person that monitors will handle it.
Why is there a player enquiry form then
There certainly is something a software provider can do to an errant casino, yank their licence. Software providers that turn a blind eye to misuse of their product are considered as culpable as the licencee that is doing the misusing.
This has lead to considerable mistrust of casinos running Playtech software, whereas Microgaming powered casinos are usually trusted unless there is evidence to the contrary.
When Tusk went under, Microgaming acted before players even had a clue what was REALLY going on, and this action is what forced the group to "come clean" earlier than they would have liked to.
In contrast, Action Online, among others, was able to trade on despite being insolvent, gambling with their player's money that they would somehow struggle through the crisis. They could not, but took far more player's money to the grave with them than would have been the case had Playtech yanked the licence when it became apparent they could not meet their liabilities.
Then we had XXLClub - very odd goings on, rumours abounded, and promises were made, some claiming Playtech were to blame.
Many casinos are in puppet juristictions that offer no player protection, such as Costa Rica or Panama, and many are in "convenience" juristictions that only play "lip service" to player protection, but look after their own interests first and foremost. Kahnawake is now considered one of these, and even Malta is in danger of being seen by players as ineffective.
