I started in the online gaming biz in 1998 as a content writer for the late, great WINNERonline.com (aka “WOL”). Those were the Wild West days of the online casino scene when everything we did was a first so “content writer” morphed into whatever the day called for: games reviewer, rules “guru”, casino critic, self-appointed industry watchdog, a “Dear Max” advice column, and finally forum manager (aka “head chaos monkey”). WOL was sold to Cryptologic in 2001 and went through a fairly rapid sequence of management changes resulting in me being made redundant in 2007. I was unemployed for roughly four hours before I joined Casinomeister to aid with, and eventually assume, the complaints department responsibilities. The service then was called “Pitch A Bitch” — “PAB” for short — which Bryan had originally started in 2001, also a first in the business. While the needs of the job were well established the actual process (now called “Player ArBitration”, still “PAB” for short) has evolved considerably over the years as dispute arbitration has grown to become one of the most important and called-upon player-facing functions in the business.