The BitchMeister Blog: it's New! Improved! Old-Fashioned!

[spiderlegz]

Max, as you are the main man handling the PABs I have always tought about one thing and decided to ask.
How many of them could have been resolved before escalating to PAB stage with proper communication? Hope you know what I mean.

I for example have had two problems with payouts which were dragging for some time before I could get hold of someone higher up. The issues were then promptly resolved. But if I hadnt got hold of the relevant persons I probably never would have got anywhere without contacting a third party.

[maxd]

Not totally sure I understand your question ... but let me take a couple stabs at answering it anyway:

PABs resolved without really trying

By this I mean that the player PABs and I bump them and/or the info to the person that the player could have and should have contacted themselves. For the most part this means sending the player off to talk to the appropriate folks on the I-Gaming Forum Reps list. I'd say this is less than 20% of the PABs I handle, probably closer to 10%.

PABs that are quickly resolved once I submit them to our contact(s) within the casino or casino group

I guess you could say it's unofficial or unlisted casino reps that we're talking about here, the folks who are happy to talk to Bryan or myself but don't want their names on the Reps list for whatever reason.

This probably describes 20-30% of the PABs I handle. These are simply cases of having the right eyes looking at the problem and them solving it without much further effort on our part.

I think this is probably the group you had in mind, folks that would solve the problem if they knew about it but we, and not the players, are the ones who put in front of them.

It's easy to think that these problems would be resolved if only the player knew to contact this person but I respectfully suggest that it's not at all that simple.

To make a long story short we act as the first line of defense for these folks, weeding out the bogus/incomplete/wacko issues so that the ones they have to look at are for real. We're basically garbage filters in these cases and that's not a trivial thing.

In all the businesses I've worked this function is important and pretty much essential in order to make efficient use of the decision maker's time. Without it they'd be swamped, frustrated and over-worked ... and would probably leave their position to go do something less aggravating. So us being their makes it tolerable for them to do what they do. Voila! Everyone benefits.

If I've completely misunderstood your question please feel free to set me right.

[spiderlegz]

Well it pretty much answered my question. Especially the "20-30%" group. I was in the end succesful to reach the right persons but it took time and patience.

[maxd]

Latest update posted: BitchMeister Fridays: PAB Report for week of 20090918

One new Warning (DollaroPoker) and 'The Numbers'.

If you've got comments or questions this is the place for them.

[jetset]

I'm unsure how many members check out Max's PAB reports, but they make very interesting reading, especially when you drill down into them a little further.

Max, I hadn't noticed that month-by-month list ending December 2008, and I explored it a little by drilling down into December 2008 - it was really useful, informative and interesting.

http://www.casinomeister.com/pitchabitch/index.php

and

http://www.casinomeister.com/pitchab...cember2008.php

I hope your future archive plans include expanding that list to embrace Jan 2009 to date and then monthly going forward, because it is a valuable reference and resource.

Congrats on a job well done!

[maxd]

Hi Jet, thanks for the comments.

Bryan and I both know the value of these summaries and are working on them as I type this. It's totally my fault that we're behind on these.

First thing forthcoming is the full-year summary for 2008. I'm finishing up with the numbers for that now. Sneak preview: LOTS more fraud and PAB-a-Rogue in the second half of 2008!

Then I need to grind my way through 2009, month by month. Based on those we'll do Jan-June and July-Dec summaries.

[Westland Bowl]

I'm unsure how many members check out Max's PAB reports, but they make very interesting reading, especially when you drill down into them a little further......

Congrats on a job well done!

I always read Max's PAB reports and they are an important part of CM. I'm glad Max gives summaries of PABs since they can give heads up on upcoming problem casinos.

[maxd]

Everyone should know that suggestions on the PAB reports -- the Bitchmeister 'weeklies' -- are always welcome. I can't promise that I will incorporate every request but if it can be done without undue aggravation I'll give it a shot.

[Casinomeister]

Heads up that a full year's summary is here:
http://www.casinomeister.com/pitchab...mmary_2008.php

[jetset]

Including the value of cases handled is a good idea imo. Gives a sense of perspective.