An issue with player - advice needed

[DiamondGeezer]

This player is clearly trying to blackmail and is taking advantage of your good nature.

It annoys me when I see players acting like this as much as when I see casinos taking advantage of genuine mistakes by players.

I want to see a fair balance between the rights of players and casinos and IMO you have been more than fair in this case.

I'm glad you have updated your systems as asking to have a bonus removed is probably unusual but not that uncommon. And a player could make a genuine error if a lot of time had elapsed between having the bonus removed and playing.

[SlotMonster]

This player is clearly trying to blackmail and is taking advantage of your good nature.

It annoys me when I see players acting like this as much as when I see casinos taking advantage of genuine mistakes by players.

I want to see a fair balance between the rights of players and casinos and IMO you have been more than fair in this case.

I'm glad you have updated your systems as asking to have a bonus removed is probably unusual but not that uncommon. And a player could make a genuine error if a lot of time had elapsed between having the bonus removed and playing.

Thank you for you reply, DiamondGeezer!
Yes, we are working on it right now and our system will be updated asap.

And thank you all for your support! I'm trying to do my best as Casino Rep, and thought it would be interesting to hear players' opinions since the situation is a bit unusual

I also would like to point that we are not going to tolerate such behavior from players' side and going to protect our reputation and business as best as we could in the future.

Regards,
Viktar.

[DemonUK]

If you hadn't removed the bonus he would have asked again. He knew it was removed and played. Then you give him 200, by accepting nd playing that imo he loses any right to continue the dispute. My take he's lost his 400 rent money and is now in deep brown stuff. If it was me i'd just wait for the solicitors letter.........forever and a day i expect.

[SlotMonster]

If you hadn't removed the bonus he would have asked again. He knew it was removed and played. Then you give him 200, by accepting nd playing that imo he loses any right to continue the dispute. My take he's lost his 400 rent money and is now in deep brown stuff. If it was me i'd just wait for the solicitors letter.........forever and a day i expect.

Well, we still haven't got any reply from him, so all we can do now is just wait

[Rhyzz]

I'll be devils advocate here and say if the system told him he had wagering requirements, which it did, regardless of any email you sent to him, you probably should have refunded him. However, if he's accepted and played with the goodwill you gave him, he no longer has a case against you.

[SlotMonster]

I'll be devils advocate here and say if the system told him he had wagering requirements, which it did, regardless of any email you sent to him, you probably should have refunded him. However, if he's accepted and played with the goodwill you gave him, he no longer has a case against you.

I can't agree here. As it was mentioned above, if he saw the bonus removed, so it is obvious there are no WR to clear and the first step he had to do is to contact support before making a withdrawal.

[baldidiot]

This guy sounds like a P.I.T.A.

I agree with the comment that was made earlier, send him over to CM to PAB.

[vinylweatherman]

If a player plays on, and loses a disputed sum that was in his account, rather than following through with a gripe, it is usually considered too late to have the clock rewound and the lost amount regained.

He already had £200 handed back to him, and was offered a generous incentive to play again. Although given that he asked for the initial bonus to be removed, this may not interest him.

His actions and reactions over the shortfall in the software are those of a newbie, yet his complaint seems to have come from someone with quite a bit of knowledge of how things work.

You may not hear from him again, but no doubt another casino will have the misfortune of having him try something similar

[sparkz]

Excellent post, sparkz!
I'm sure the fact the bonus was given without WR, as free money, make player think that if he push a bit harder - he can get his deposit back. From what I see now in emails sent to him, our CEO offered him another £200 to close this case (I think player will loose it as hi did with the first £200), but reply haven't received yet. If player accept the offer - we will credit his account with £200 and forget about it.

No problem.

I know theres £200 being credited to him which is more than goodwill.

Are you a player yourself? If so im sure you would agree you wouldnt expect generosity to be that great from casinos especially since its going beyond the call of duty and beyond "helping the player in every way".

This thing as well is in this day and age everyone knows how rogue a lot of casinos can be. Back when I started gambling rogues were not as common so it was pot luck.

Nowadays rogue casinos/operators are everywhere. If you google "casinos" you are bound to get the word "rogue" come up next to it under 1 result and its common knowledge even for newbies that you have to be careful where you play.

Furthermore it brings up the simple subject of "customer support". If a player suspects the slightest thing isnt right then they should know full well to get onto customer support and get them to make it right.

For me even if I have the slightest query I make sure im onto support right away. Even if I have to ask 3 different CS staff the same question to make sure im given the right answer.

Thats what you guys are there for anyway. To make sure the players experience is fair and they are treated correctly so when they lose they can say "ahh well, wasnt my day" or if they win you are there to say "well done, you played well and we hope you enjoy your winnings". Im sure no customer support would ever mind a player asking the same thing several times for piece of mind, afterall players are the casinos bread and butter and if they are happy the casino is happy.

[casinoboy2k]

Vic, you made the terms clear on what it was he was expected to do.
I feel like he is taking advantage of your kindness. At best, give him only half back.