rival casinos used to be on accredited list?

[3mptyseat]

Did not slotocash and maybe another Rival powered casino used to be on the accredited list? what happened?

Are they considered rogue now?

 

[The Dude]

Slot o'Cash was listed as well as Slot Power, Vanguard Casino and Ruby Royal. Several months ago, we made changes to the Accredited standards that required casinos listed here to have their own in-house customer support - it couldn't be outsourced. This disqualified Ruby Royal, Vanguard, and Slot Power and they were removed.

Slot o'Cash has its own customer support, but there were questions concerning Rival software - specifically RTP policies and other problems. These have been answered satisfactorily, but I am not planning to bring them back on.

No, they aren't rogue. But I would be careful at playing at any of the Rival casinos - especially the Rival white labels. They are getting more than their share of complaints at the moment.

 

[Rhyzz]

Just out of interest CM, why was the in-house support rule brought in? Lots of decent operators outsource CS - Dragonfish operators for example! Jackpotjoy run Sun Bingo support too, they're a decent outfit.

 

[The Dude]

When support is out-sourced, it causes a myriad of problems mostly from poor communications between management and support. There is also the issue of player privacy. Outsourcing support is a bad idea IMO since player details might be desiminated amoungst whatever partners the support company may have. That's not so bad when your selling shoes or something comparable, but dealing with onling gamblers calls for more discretion.

Also it's a indicator that the casino lacks the financial backing to sustain itself 100%. I prefer that the casinos listed here keep everything in-house.

 

[ibutlercasino]

I agree

Having worked for a large operator in the past, that partially outsourced some of their operation, I can state from experience that communication becomes a problem and something minor like a bonus query might take a few days to get responded too with a trail of 6-7 emails. Also you can be sure the customer data is being shared as most systems are separate and usually some part of the details is used to identify the customer on the separate system. On the opposite side of things if the out sourced service is experienced some issues move on seamlessly, but the info sharing is a bit scary if you ask me.

 

[Rusty]

Slot o'Cash was listed as well as Slot Power, Vanguard Casino and Ruby Royal. Several months ago, we made changes to the Accredited standards that required casinos listed here to have their own in-house customer support - it couldn't be outsourced. This disqualified Ruby Royal, Vanguard, and Slot Power and they were removed.

Slot o'Cash has its own customer support, but there were questions concerning Rival software - specifically RTP policies and other problems. These have been answered satisfactorily, but I am not planning to bring them back on.

No, they aren't rogue. But I would be careful at playing at any of the Rival casinos - especially the Rival white labels. They are getting more than their share of complaints at the moment.

Is this statement being used purely in the past tense given the very serious allegations being made by Rival whistleblowers?
I appreciate that you warn about playing at Rival casinos currently and I am not trying to back anyone into a corner here but can you confirm that you are still looking into these allegations?

 

[Rhyzz]

Some places pay more in rev share for support than it would to hire staff directly though, it's a training and skillset issue just as much as a financial one. I wouldn't have thought data would be an issue with ICS licensing from decent jurisdictions too, the data is stored securely and only senior staff can see the most sensitive info on a players account.

I see your point, just curious is all, suppose the con's of it far outweigh the pro's.