Ask your questions about online casinos work!

homerbert

Dormant account
Joined
Jun 21, 2012
Location
NoWhere
Hiya guys!

I've decided to create this thread, because I can't remember any similar one.

Basically idea is simple - you can ask whatever questions you want about online casinos, people working in this industry, how things looks for us, what we do, etc.

Just any questions - if I can - I will reply (of course I can't reply to some questions due to NDA - mainly financial ones).

In short about me:

I'm working at Direx N.V. for 5 years, head of operations, I'm responsible for customer support, VIP , retention, antifraud teams also. I'm 27 years old, I'm awesome and I'm ready to reply on your questions.

I guess other reps can easily contribute too, specially awesome:
L&L-Jan

Let's rock?! :)

P.S.

My replies and opinions are not opinions and replies of the company. I'm just writing what I want (and only I want) :D

BR,

V.
 

homerbert

Dormant account
Joined
Jun 21, 2012
Location
NoWhere
I'll start. Which department authorizes the placing of horses' heads at the end of beds, and what is the average cost of silencing dissenters? Thankyou
In our company it's antifraud (my guys :D).

awesome question.

Br,

V.
 

joerdj

Experienced Member
Joined
Apr 19, 2019
Location
Netherlands
Well this is a financial question but it happens numerous times. When I have small withdrawals( €100-1000) it's fast at most casino's I play at ( verified player) but when I get over a €1000 it always seems to take forever to get processed. For instance at SlotsMillion my withdrawal of €2000 EUR is still not processed ( 4 days and counting ). So my question is : Happens this on purpose ? Or is it just my feeling of waiting on a big cashout ;)
 

homerbert

Dormant account
Joined
Jun 21, 2012
Location
NoWhere
Well this is a financial question but it happens numerous times. When I have small withdrawals( €100-1000) it's fast at most casino's a play at ( verified player) but when I get over a €1000 it always seems to take forever to get processed. For instance at SlotsMillion my withdrawal of €2000 EUR is still not processed ( 4 days and counting ). So my question is : Happens this on purpose ? Or is it just my feeling of waiting on a big cashout ;)
Good one too.

Basically, each operator have his own rules for withdrawals. I'll give you simple example:

At N1 casino if customer is verified and there are no suspicions regular CS agent can process WD of up to 2500 EUR. Everything above, even if agent is 100000% sure that all fine - must be approved by higher management (anyone from managers who are responsible for this). That's where you can see delays - not every manager / team works 24/7, sometimes they busy, sometimes many people away/on vacation etc etc etc.

I've must add that our internal goal - that if we have zero questions to customer (verified, no links to other customers, no suspicious transactions) - any withdrawal must be processed within 24 hours. It's max.

And each operator can have different rules.

Basically we do not care how much you won - for us 5k win or 50k win means same checks :)

Hope this helps.

Br,

V.
 

Mr_Slot5

Senior Member
Joined
May 6, 2019
Location
Cheshire
I've often wondered what's the difference between a big withdrawal and a smaller one? Why are large withdrawals checked more rigorously than smaller one? Fraud is fraud, regardless of amount. Also, why are these checks seemingly only done on cash outs? What makes someone who has deposited £50 and turned it into £5k more likely to be a fraudster than someone who deposited £50 and withdrew £800??

Casinos that do this are the ones that are more likely than not to have a reversal period and IMO it's all about giving someone time to reverse what they have won and to save the casino money. Someone who is fully verified is fully verified, end of.

I remember watching a video where NickSlots withdrew £20k at Sky Vegas and as soon as he hit withdraw, the amount was sent for refund back to his card there and then.

IMO it boils down to the fact that if you accept the initial deposit with no questions asked you should honour the refund in the same fashion.
 

joerdj

Experienced Member
Joined
Apr 19, 2019
Location
Netherlands
But if you need to check every withdrawal from 10 and up there comes a situation that you need 1000 people to check everything
 

Mr_Slot5

Senior Member
Joined
May 6, 2019
Location
Cheshire
But if you need to check every withdrawal from 10 and up there comes a situation that you need 1000 people to check everything

Which is why when someone is verified, they are verified. Unless a bonus is involved, there should be no real reason to check anything once a KYC has previously been conducted.
 

homerbert

Dormant account
Joined
Jun 21, 2012
Location
NoWhere
I've often wondered what's the difference between a big withdrawal and a smaller one? Why are large withdrawals checked more rigorously than smaller one? Fraud is fraud, regardless of amount. Also, why are these checks seemingly only done on cash outs? What makes someone who has deposited £50 and turned it into £5k more likely to be a fraudster than someone who deposited £50 and withdrew £800??

Casinos that do this are the ones that are more likely than not to have a reversal period and IMO it's all about giving someone time to reverse what they have won and to save the casino money. Someone who is fully verified is fully verified, end of.

I remember watching a video where NickSlots withdrew £20k at Sky Vegas and as soon as he hit withdraw, the amount was sent for refund back to his card there and then.

IMO it boils down to the fact that if you accept the initial deposit with no questions asked you should honour the refund in the same fashion.
Hey there.

Well, some operators obviously delay bigger withdrawals in order to make customer reverse it back and lose (with experience we got by the time - it's losing tactic, coz such customers usually do not play in casino again).

But the answer most likely will be:

Cost of mistake - when you processed 500$ to a fraudster - it cost 500$. When you processed 5k to a fraudster - it cost 5k. 10x more money. Simple.

Why most checks done on withdrawal stage - because we do not have thousands of people available to do checks on deposits / gameplay. Simple as that. Most online casino checks done on withdrawal stage.

Br,

V.
 

Mr_Slot5

Senior Member
Joined
May 6, 2019
Location
Cheshire
Hey there.

Well, some operators obviously delay bigger withdrawals in order to make customer reverse it back and lose (with experience we got by the time - it's losing tactic, coz such customers usually do not play in casino again).

But the answer most likely will be:

Cost of mistake - when you processed 500$ to a fraudster - it cost 500$. When you processed 5k to a fraudster - it cost 5k. 10x more money. Simple.

Why most checks done on withdrawal stage - because we do not have thousands of people available to do checks on deposits / gameplay. Simple as that. Most online casino checks done on withdrawal stage.

Br,

V.

But that says to me that you're in a roundabout fashion saying it's OK to be a fraudster as long as you're a small time fraudster. The initial KYC check that you carry out should be sufficient (along with any additional SOW checks carried out) to be sure that someone is who they say they are and are legit.

Also, as long as the player hasn't found some game exploitation it would make no odds to your bottom line as the game RTP would still be the same whether it was a fraudster or legit player playing the game. You'd still be paying out the same amount.

As I said, to me it just boils down to predatory behaviour and a hope on the casino's side that the player reverses and loses. Anything to improve margins.
 

paul7388

Ueber Meister
MM
Joined
Jan 8, 2014
Location
glasgow scotland
Is it true Casino's have a switch that they use to make sure certain customers lose. :eek2:

Somebody sits in the office and goes oh that pain in the ass is playing lets hit this little button and make sure he has no chance of winning:laugh:
 

Mr_Slot5

Senior Member
Joined
May 6, 2019
Location
Cheshire
What you say applies to 99% of the businesses. Every company wants to increase their margin. They would be stupid if they didn't.. But at the end i think a casino can better pay faster = happy customer= returning customer = eventually more profit. It just boils down to Long term money or short term money

Well, yeah.

But then let's call a spade a spade. By employing this 'extra check' on big withdrawals, the casino stands some chance of not having to pay out (plus added chance of end user reversal of funds)- which to them is better than a 100% chance of paying out.
 

homerbert

Dormant account
Joined
Jun 21, 2012
Location
NoWhere
Is it true Casino's have a switch that they use to make sure certain customers lose. :eek2:
Sure not :p

Otherwise at least someone from all the casino people already told the truth to the people.

Guess or not - sometimes we are really surprised about how games pay :D

BR,

V.
 

Mr_Slot5

Senior Member
Joined
May 6, 2019
Location
Cheshire
Is it true Casino's have a switch that they use to make sure certain customers lose. :eek2:

Somebody sits in the office and goes oh that pain in the ass is playing lets hit this little button and make sure he has no chance of winning:laugh:

:laugh::laugh::laugh::laugh:
 

paul7388

Ueber Meister
MM
Joined
Jan 8, 2014
Location
glasgow scotland
Sure not :p

Otherwise at least someone from all the casino people already told the truth to the people.

Guess or not - sometimes we are really surprised about how games pay :D

BR,

V.

:laugh: Go on you can answer this truthfully. If you could alter the way games paid out for people which i know you can't would you use it for certain people:p
 

paul7388

Ueber Meister
MM
Joined
Jan 8, 2014
Location
glasgow scotland
Ok a serious question. You might not know the answer as you do not accept UK players.

But if you did what would you do with all these ever changing rules. Would you deal with them yourself or would you need a full legal team to go through everything. And why do so many casinos insist on all the different forms of documents when legally Electronic Verification does it without needing any sent. Also why do some casinos need you to keep sending copies of your bank card etc. when it expires and you get a new one with exact same details just a different expiry date. Is it not obvious that old card is no longer useable and obviously it is the same person using it as all details are same except expiry date.
 

Mr_Slot5

Senior Member
Joined
May 6, 2019
Location
Cheshire
Ok a serious question. You might not know the answer as you do not accept UK players.

But if you did what would you do with all these ever changing rules. Would you deal with them yourself or would you need a full legal team to go through everything. And why do so many casinos insist on all the different forms of documents when legally Electronic Verification does it without needing any sent. Also why do some casinos need you to keep sending copies of your bank card etc. when it expires and you get a new one with exact same details just a different expiry date. Is it not obvious that old card is no longer useable and obviously it is the same person using it as all details are same except expiry date.

On a lot of UK casinos, as soon as you add the new card, it auto verifies you. So I'm not sure why Malta based casinos keep wanting copies of the new cards which are linked to the exact same bank account. Even the bank tells you not to do this.

Why not employ a system like when you make an online payment. So first deposit with new card you have to fill in your name EXACTLY as it appears on card, enter expiry and CVV number. This verifies that the card is yours and links to the name on the casino account? Far more user friendly than having to take physical photos of the card.
 
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Spikie

Experienced Member
Joined
Dec 5, 2016
Location
Uk
I do have a question though, do casinos with Ukgc or Malta license have to have a certain amount of cash backing or insurance , sort of like the fca banking regs in uk ? l
 

slotmaster

Paleo Meister (means really, really old)
Joined
Apr 2, 2011
Location
Ontario
Are you or any casino's reading this hiring? Mind you I am in Canada,lol. No experience per se but I am a slotmaster.:D Actually, I could probably consult you on how to improve the player experience and your site tenfold within the first 15 minutes of playing.;) I already have a list for L and L Jan.:)
 
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