Casinomeister's Online Casino and Poker Forum - FAQ: Read This Second: Before You Pitch-A-Bitch

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Read This Second: Before You Pitch-A-Bitch

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Q: I have a complaint that I might need to submit. What is the first step?

A: The first step in trying to resolve your issue should always be contacting the casino support people, aka Customer Service. You can usually find this by going to the casino site and looking for a Help, Contact Us or Service link.

Q: The casino support people haven't helped me solve my problem. What's the next step?

A: Go to the I-Gaming Forum Reps page and see if there's a representative listed for the casino in question. If there is then you should contact that person via Private Message.

If there is no representative listed then proceed to "I need to file a formal complaint" below.

Q: I've tried contacting the casino representative but the issue remains unresolved. What's the next step?

A: If you've tried contacting casino support and the representative listed on the I-Gaming Forum Reps page and still haven't been able to resolve your issue then it's probably time to get serious: you need to submit a formal complaint.

Q: I need to file a formal complaint. Where do I do that?

A: Ok, so you're tried the casino Customer Service: no joy. You've looked up the rep and there either isn't one or you did find one and it was the same as before: no joy. At this point you feel you need to get some outside help on this:

Is the casino listed at eCOGRA? If so then the casino is a member of the eCOGRA group: contact Tex Reese here.

If the casino is not listed at eCOGRA, or you've tried eCOGRA and it hasn't worked out, then you should:

Check if your casino is on the "No Can Do" List. If it is then we can't help you, sorry.
Is this your first PAB? If yes then please read about the "One Free Shot" Rule (here) to see if that applies to your issue.
Finally, assuming there are no problems with the previous items, you should move to the next step in the process, Submitting a PAB.

Q: Is the PAB service only for players, or can affiliates PAB as well?

A: The PAB service is for affiliates as well as players. Many of our casino points of contacts are with affiliate managers, so it makes perfect sense.

Q: I have already, or would like to, post about my complaint on the message boards. Is that a good idea?

A: Generally speaking, no, it is not a good idea. It's a long story but it boils down to this: a PAB is a private negotiation process and it works because it gives the casino people the best possible opportunity to resolve your issue calmly and fairly in talks with professional industry people without the burden of external pressures or influence.

A message posted on the boards is quite the opposite situation in that it creates a very public public-relations issue that the casino people generally feel forced to contain, or ignore, as best they can.

Because of the pressures involved a forum post on a given issue will usually derail any PABs that are in progress on that issue, and this is why we advise that forum posts be withheld until the PAB process has had a chance to run it's course.

We reserve the right to discard any PAB that where that same issue has been posted to the boards. This relates to threads started by, or contributions to other threads by, the person who filed the PAB. This applies equally to posts made before or after the PAB was filed.

In other words in the case where the material was posted before the PAB was filed we will determine whether those posts would damage or thwart the PAB process before we decide if we will proceed with the PAB. In the case where the material was posted after the PAB was filed there is a very high probability that we will suspend or discard the PAB at that point.

Once we indicate that we are finished with a PAB the person who filed it is free to post about the issue as they see fit (all the usual Casinomeister Forum Rules are applicable).

Q: What is the "One Free Shot" rule?

A: The One Free Shot policy means that your first PAB can be on any non-Accredited casino you like except, generally speaking, those listed in the Rogue Pit. Only under special circumstances will PABs against Rogued casinos be considered.

Subsequent PABs will only be accepted if they concern sites that are on the Accredited Casino list.

In other words Casinomeister members are expected to know about the Accredited Casino list and the Rogue Pit and understand that they are there to inform players of sites that are trustworthy and those that are not.

Q: Ok, I'm ready to do it. What next?

A: If you've read all the 'Before' items it's time to move on to the next step: Submitting a PAB.

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