Hereby our Reply...
It seems to me that we are now having a discussion about the communication between Pokerhuis.com / Casinomeister.com / And the involved Player.
I will first explain how the communication works. We have a support department which we hire external (our software supplier) to do our first line support for Pokerhuis.com. This company is the first party to talk with the players. They work following the guidelines we gave them and they have access to all resources to help a player with a problem. For the most common questions they have standard procedures to help players out.
They also do our risk and fraud management and payments services. For this we also have standard procedures for them. As long as there are no special cases they work independent and we have periodical evaluation meetings. This works fine for us for already 3 years.
If there are special cases we have our own inhouse support team who handle situations that our partner can't solve by their own. Just because of the fact, the 1st line of support are not allowed to make specific decissions on special cases. This is the moment that our partners passes a ticket / support issue to our inhouse team. They also have their guidelines for how to handle support issues and are limited in their possibilities to maken decissions in special cases.
If we have a special case like with "The involved player" eventually, it will be escalated to the management. I am part of the management and am allowed to take any decission possible.
In every company the management is always protected from being spammed with questions that can be solved by the first line (the management in our case is the 3rd line). This is how we work also. This is why we never communicate our management emailadresses or phonenumbers to the World.
In the communications between "The involved player", the communications were escalated to the 2nd line and the management did all the neccessary research to conclude that there was enough evidence to proof that the player account was fraudulent. Due to multiple accounts and having multiple welcome bonusses. This has been communicated to the "Involved player" with the message that he would be blocked and he would receive his initial deposit back. Which was a very gentle solution from our side. But this is our opinion. We never had the intention to steal his money.
So for us the case was closed and solved. We followed our own rules that we communicate at the promotions page at our casino department of Pokerhuis.
After closing the case, the involved player decided to give it another try to have the money paid out by contacting Casinomeister.com. From that moment Max started to contact Pokerhuis.com at the first line support and
support@pokerhuis.com.
The problem that occured from that moment, is that the first line support was functioning as a messenger to the second line support by copy/paste the message from Max in an email. Without the emailadres, but with the signature. Max @ Casinomeister.com
Usually the support is giving us the username of a player from which the case is escalated, so that we can take the contact details from our database. But in the case of Max there was no username of course. When the 2nd line support escalated the case again to the management, I made the mistake to consider the signature also to be the emailadress of Max.
And then the communication problem started. I didn't send 20 emails to Max but I have sent 2 emails to
max@casinomeister.com with the question to send me his phonenumber or skype to discuss the issue. (I guess due to a catchall the email was not marked as unknown) My last email was at the 26th of April 2011. After this email I didn't hear anything of course, so I assumed that Max didn't need to talk anymore because it was solved by the 1st or 2nd line of support.
Of course I have also been reading this topic where Max is trying to find our contact details, probably from the management. I read that there was one member of Casinomeister.com so kind to give him 2 emailadresses at the 21st of April and Max thanked him for this at the 22nd of April. Of course I didn't know this, but Max had these 2 emailadresses from this moment.
I don't know why, but the first personal email that I have reveived from Max was at wednesday the 4th of May 2011. So from this moment I had his real emailadress for the first time and I would be able to have a communication with him directly. Unfortunately I was not at the office at that moment, and the day after, when I was at the office he already posted the Pokerhuis Warning. If he would have given me 6 hours more time, he would have received the message that I would like to have his phonenumber or skype to discuss the issue. like I send him at the 26th of April 2011 (to
max@casinomeister.com)
First of all. I am not trying to hide myself behind a wall of excuses, I am trying to tell you the facts. About how this situation is escalated to a big problem for us. This is not Max's fault, this is a big miscommunication and in order not to have these kind of situations again, we will re-organise our communication process for special cases.
I am truly sorry that this happened. But there was no reason for me to not to respond to casinomeister.com since we are confident that we have done the right invesigations in the case of the "Involved Player" and don't have anything to hide.
@Casinomeister
I can fully understand that your opinion is, that it's not professional that we put our full explanation on your forum. With from you point of view, personal information from the customer. From our point of view it was a name that was used for a fraudulent account, we didn't see this a personal information. But still I can understand your opinion.
The main reason that we have posted this explanation is that we didn't know what to do, because Max told us that he was not the contactperson for this case anymore and that Bryan was not replying to us at that moment.
At the same time on a dutch forum there was already a big discussion about our website. The only way for us to do something was to put our clarification also online at casinomeister.com. And hope that we would be removed from the forum and roque list.
Max and Bryan. We agree with you that our communication was not the strongest part in this case. I hope that this explanation gives you an idea about how this could happen.
Again we will improve our communication process regarding special cases.
We would appreciate it very much if this topic:
https://www.casinomeister.com/forums/threads/pokerhuis-no-pay-support-is-a-toxic-asset.43884/ could be removed from the forum.
Since you have my personal emailadress you could also contact me personally regarding this issue.
Many thanks!