LloydApter
Official Rep for <a href="http://www.casinomeister
- Joined
- Oct 19, 2014
- Location
- Malta
You are correct, I didn't really understand the question and yes, helping players is good PR. Ignoring player posts is also bad PR and not nice either.
Of course, things happen, they always do and if a player has an issue we need to genuinely try help, sort it out and find the root to the problem and sort that out too, if we can and if it is an internal issue and not a genuine concern for investigation.
Regarding the problem at hand - multiple IPs. We know about dynamic IPs and it is okay and normally no problem but in some cases like in this case there were some extreme and unexplained IP changes - w.r.t. both location and frequency. This activated a warning in our risk department and the account and payment were put on hold while it was investigated. That's what happened.
When we have totally unexplained IP changes it is our responsibility not only to the casino but also to the player to make sure that we are not dealing with ID theft, wallet theft or fraud. What happens if the players wallet details have been hacked? it is just as important for players that we don't release payments without full investigation when we see certain unusual behavior and not just with dynamic IPs.
With respect to the player in question, I am not at liberty to give details of what transpired here exactly and it is also not in any of our interests to provide potential fraudsters and hackers with too much information about how we prevent their activity either. All I can say is that this was a genuine case of unexplained IP changes, we investigated and only once we were sure that there was no real issue we released the payment.
Hope that makes sense to you. Thanks for your question.
Of course, things happen, they always do and if a player has an issue we need to genuinely try help, sort it out and find the root to the problem and sort that out too, if we can and if it is an internal issue and not a genuine concern for investigation.
Regarding the problem at hand - multiple IPs. We know about dynamic IPs and it is okay and normally no problem but in some cases like in this case there were some extreme and unexplained IP changes - w.r.t. both location and frequency. This activated a warning in our risk department and the account and payment were put on hold while it was investigated. That's what happened.
When we have totally unexplained IP changes it is our responsibility not only to the casino but also to the player to make sure that we are not dealing with ID theft, wallet theft or fraud. What happens if the players wallet details have been hacked? it is just as important for players that we don't release payments without full investigation when we see certain unusual behavior and not just with dynamic IPs.
With respect to the player in question, I am not at liberty to give details of what transpired here exactly and it is also not in any of our interests to provide potential fraudsters and hackers with too much information about how we prevent their activity either. All I can say is that this was a genuine case of unexplained IP changes, we investigated and only once we were sure that there was no real issue we released the payment.
Hope that makes sense to you. Thanks for your question.
It doesn't even address the question, it's just a bunch of PR.
Unless otherwise informed, I have to assume that your security team can't differentiate between a regular ISP using dynamic IP and VPN use. This is a rather dangerous situation for players as whilst this player had the right contacts to get a resolution, many others may not.
The world of the internet now RELIES on dynamic IP for consumer services, the static IP ideal is reserved for businesses, particularly those running servers. The reason is that the available IP addresses have run out, and dynamic IP has been implemented as a mid term fix until IPv6 can be generally implemented, which still seems to be some years away.
For anyone using an ISP that provides dynamic IP, they cannot rely on getting the same IP address two days in a row, and so the companies they do business with need to accept this, and deal with it, not cause the customer grief because they haven't understood how their particular ISP uses the system.
This should never have become the customer's problem in the first place, so having solved it only after strings were pulled is not really that good because not everybody can reach these strings.