Club Usa

[lindaj]

Hi Guys,

When a player is using someone else’s credit card to gamble online we need to be sure that the card holder is aware of the transactions.

We can do this either with a signed deposit authorisation document or with a phone call.

She did send us a letter from her husband stating that he was aware of the transactions however the signature on the letter matched hers, not her husbands (which we had on his drivers license).

As a result we decided that the best way to resolve this was simply to speak to the card holder directly and so this is what we requested.

At no time did lindaj inform us that her husband had suffered a stroke or that there were any other problems with making this call. In light of this information however I have decided to complete the verification process and lindaj will be paid today.

I am not sure about strange business ethics or the need to Pitch a Bitch, it seems perfectly reasonable to me to make sure that the card holder is aware that his credit card is being used to gamble on the internet.

Regards
Tom

First, I want to Thank You for deciding to pay. It was the right thing to do. Second, per several email conversations with Iveta I did inform her my husband was disabled. Again you state the card is his. I have proven the card is mine as well. Third, I am sorry I didnt get back sooner...my husband was rushed to hospital Friday morning and I was there till 10pm. I am getting ready leave now to go back. He will be there for several days so if anyone has anything else to say about this I will not be responding. I have more important things to deal with. BTW the signature was his.

[vinylweatherman]

Hi Guys,

When a player is using someone else’s credit card to gamble online we need to be sure that the card holder is aware of the transactions.

This was HER card, not "someone else's card". This was a JOINT account, with BOTH parties able to authorise the transactions.

We can do this either with a signed deposit authorisation document or with a phone call.

She did send us a letter from her husband stating that he was aware of the transactions however the signature on the letter matched hers, not her husbands (which we had on his drivers license).

Well, he had a stroke, of course his signature from BEFORE the stroke will be different.

It "matched hers", yet I doubt they have the same name. Maybe both signatures were just a "scrawl", rather than looking like the names spelled out.

As a result we decided that the best way to resolve this was simply to speak to the card holder directly and so this is what we requested.

At no time did lindaj inform us that her husband had suffered a stroke or that there were any other problems with making this call. In light of this information however I have decided to complete the verification process and lindaj will be paid today.

Lindaj said she sent NUMEROUS emails to support regarding this, but to no avail. Check the records, if the emails are there, then SUPPORT are at fault for deliberately disregarding the information, rather than passing it to accounts & risk management.

I am not sure about strange business ethics or the need to Pitch a Bitch, it seems perfectly reasonable to me to make sure that the card holder is aware that his credit card is being used to gamble on the internet.

She WAS aware HER joint card account was being used to gamble on the internet. The "need to PAB" arose because trying to deal with this through normal channels was getting her nowhere, because support kept quoting "policy", rather than trying to deal with an unusual SPECIFIC situation that could NOT be dealt with by slavishly "following policy".

Contacting you seems to have got this resolved, but why could this NOT have been achieved through normal support channels? Are support FAILING to refer matters like this up the chain of command, leaving players having to find ways to "go over their heads" by other means to reach a level of management able to work outside of strict policy.

Regards
Tom

If this had been dealt with more flexibly and efficiently by support, we would never know this even happened. Things like this spill out into the forums because players hit an impasse with the casino, and eventually realise that they are not going to make any progress with an issue through "normal channels". Players are then faced with figuring out for themselves what to do to get help. Some may use an internal process, such as contacting a rep or PAB, but they have to know these channels exist in the first place. Often, players find out about these channels only AFTER they have brought their case to a public forum, and other members offer advice.