maybe problem at Tower gaming casino

[vinylweatherman]

Thank you for your responses and warm welcome. I've done some further investigating into the specific issue, and I would like to clarify that there was an error on our behalf in the initial message that was sent. One of our agents responded incorrectly by saying that the block was permanent when in fact it was only temporary. I apologise to Carlvallda for the confusion and am happy that this problem was quickly resolved. Sometimes misunderstandings can occur, we're only human

This is no minor error. In the player community, this is effectively an accusation of fraud against the player by the casino.

The use of "seasonal history" as a reason for the block is inconsistent with the explanation that this is routine procedure.

Your agents should be EXTRA careful with this routine process, since this is when the bond of trust between player & casino is zero, since it has to be earned onward from this point of first contact.

Although I have received some of the Tower gaming newsletter, I would like to know who sold/gave you my email address - I never gave it to Tower gaming myself, have never played at Tower gaming, and never registered so much as a free play account.

To simply use the "unsubscribe" service is sheer stupidity under these circumstances, and it looks a very naive suggestion, especially coming from someone in the industry.

Reading various articles, I have found that using the "unsubscribe" service from something that has come as spam is the WORST POSSIBLE thing one can do, since it serves to mark the email address as "live", instantly increasing it's resale value in the spammer community, and as a result, making it a target of even more spam.

I would ONLY unsubscribe from something I remember subscribing to in the first place, and even this might not be safe.

[Lucy-Tower]

I appreciate the response Vinylweatherman and I should have cleared up the
"seasonal history" comment, this was misread by the player it actually
read "session history", which is a routine security check. You are
correct that first impressions are very important and we take this very
seriously. We are implementing new checks and balances to ensure this does
not happen again. Each and every player is important to us.

In regards to your e-mail, I am not sure what you are referring to. In
order for me to look into this could you please send me the e-mail in
question (via PM). We do not tolerate spam and this way I can find out who
the sender is and make sure you are not sent any further e-mails.

I really do appreciate your input as we are always striving to improve.

[vinylweatherman]

I appreciate the response Vinylweatherman and I should have cleared up the
"seasonal history" comment, this was misread by the player it actually
read "session history", which is a routine security check. You are
correct that first impressions are very important and we take this very
seriously. We are implementing new checks and balances to ensure this does
not happen again. Each and every player is important to us.

In regards to your e-mail, I am not sure what you are referring to. In
order for me to look into this could you please send me the e-mail in
question (via PM). We do not tolerate spam and this way I can find out who
the sender is and make sure you are not sent any further e-mails.

I really do appreciate your input as we are always striving to improve.

I will keep an eye out for the next spam that mentions Tower Gaming.

Session history does make sense, however, this expression should NEVER be used for a routine request for documents, especially when your system temporarily locks accounts.
The problem is that "session history" usually means that the casino didn't like the way a player played, usually with a bonus involved, and is usually followed by a sanction for this "bonus abuse". This is going to scare players, who believe that "security" are going through their playing logs to see if they are able to identify breaches of bonus rules. Outcomes are rarely good for the player under these circumstances.

Having said this, it is GOOD that a casino is getting the ID details sorted BEFORE the player wins big & then has a hell of a time cashing out. It does seem you cannot please everybody, and players who never have trouble getting their documents accepted probably resent the delay, but for players whose documents are non-standard (disabled, can't drive, no passport etc) it is a very good idea to find out from the start whether they are going to be allowed to play at a particular casino. So long as the approval process is swift, the delay experienced should be relatively brief.

[Lucy-Tower]

Vinylweatherman, may I assure you that 'session history' is not part of our routine security check, this was part of the error made by one of our agents. Let me emphasise that I will have measures taken to avoid such an error from occurring again.

We also understand that this is a time of inconvenience for our players and therefore do our best to process it as quickly as possible.