ATTN: Casino Rep BGO not discussing player complaints

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Hello BGO folks. What's up with the recent problems getting you guys to talk to us about player's complaints?

You do know that these complaints come to us directly from the player and we forward them on to you on their behalf, yes?

And that we are a certified arbitrators who have every right to act as ADR to the player concerned, yes?

Lately you've been telling us to contact your Compliance guy but that has produced absolutely nothing, no response whatsoever. So the complaints are going nowhere ... dead in the water.

I have a suggestion: step up and take responsibility for these complaint(s) against your casino! Do what an Accredited casino is expected to do.

Feel free to respond here or privately if you prefer. But please do respond because as things stand this non-action/do-nothing position looks bad for both of us.

Regards,
Max Drayman
Player Arbitration (PAB) Manager, Casinomeister.com
 
Last edited:

JohnSnow

Experienced Member
PABnononaccred2
Joined
Mar 12, 2018
Location
Netherlands
I don't undrestand casino's that at one point are great to solve problems for players and still somehow somewhere down the road they spontaneously give you the finger.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Please note our nominated Alternative Dispute Resolution provider can be contacted here ...
Hello Rebecca,

That doesn't address the problem. Player comes to us with issue; I take issue to you guys; You tell me "can't discuss ... talk to Compliance"; I follow your suggestion and nothing happens. So WTF? How is that a solution to anything?

-Max
 

Rebecca_BGO

Head of Customer Services & Responsible Gaming
Joined
Nov 26, 2018
Location
United Kingdom
It doesn't; since the thread is relevant to the players here on this Forum making complaints and filing for ADR through Max; what is this, amateur hour? :eek2:
Hello,

Thank you for your response.

As detailed in our Terms & Conditions across all Bgo Entertainment Ltd site, our nominated Alternative Dispute Resolution provider is eCogra. I am sorry this does not help in this instance.
 

Rebecca_BGO

Head of Customer Services & Responsible Gaming
Joined
Nov 26, 2018
Location
United Kingdom
Hello Rebecca,

That doesn't address the problem. Player comes to us with issue; I take issue to you guys; You tell me "can't discuss ... talk to Compliance"; I follow your suggestion and nothing happens. So WTF? How is that a solution to anything?

-Max
Hello Max,

I am sorry for your disappointment, I am sure you can imagine how busy Head of Compliance is. You will receive a suitable response in due course :)
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
So you're saying all player complaints -- UK or otherwise -- are supposed to go through eCOGRA?

Just trying to get a straight answer here.

And if that is the case why didn't you say that weeks ago?

As to your Compliance guy, yeah, sure, busy man. So am I and I generally manage to get off a response when someone has emailed me three times over the course of a week for a simple answer to what should be a basic question. Unless I have no interest in answering, of course.

-Max
 

Rebecca_BGO

Head of Customer Services & Responsible Gaming
Joined
Nov 26, 2018
Location
United Kingdom
So you're saying all player complaints -- UK or otherwise -- are supposed to go through eCOGRA?

Just trying to get a straight answer here.

-Max
Hello

Anyone located within the UK can utilise eCogra, if someone is based outside of the UK then the Customer can contact the AGCC via their website here;
You do not have permission to view link Log in or register now.

Customers also has the right to submit their complaint to the European Online Dispute Resolution (ODR) platform that is available here;
You do not have permission to view link Log in or register now.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
So be it. Sorry to hear that because it means without you coming out and saying it that you won't accept or reply to issues that come through us. Very disappointing indeed.

It would be lovely to see the justification for this. But I reckon that takes us back to Mr Compliance doesn't it?

-Max
 

Jono777

Meister Member
CAG
mm1
mm4
Joined
May 13, 2014
Location
Wolverhampton
Wow, just wow

These 'talk to the hand' responses from BGO are somewhat shocking to say the least.

IIRC, a previous rep made a good effort this time last year or so, whats the problem with a little professional courtesy?

Seems like a degree of staff "anti - training" has been undertaken, c'mon BGO we're all busy but never too busy to keep our customers happy and thus business thriving eh?
 

JohnSnow

Experienced Member
PABnononaccred2
Joined
Mar 12, 2018
Location
Netherlands
Hello

Anyone located within the UK can utilise eCogra, if someone is based outside of the UK then the Customer can contact the AGCC via their website here;
You do not have permission to view link Log in or register now.

Customers also has the right to submit their complaint to the European Online Dispute Resolution (ODR) platform that is available here;
You do not have permission to view link Log in or register now.
Indirectly you are saying that casinomeister is not a medium anymore for your casino to solve complaints. I hope casinomeister takes you off the list of accredited casino's. It's a shame you guys choose this path. A lot of traffic here and when people have problems they want it to be solved as quickly as possible, that's where casinomeister comes in. I don't even get the point of having a casino representative here when you clearly have no intentions to ever comply or listen when people have possible problems.
 

greylady

Behind every great man is a woman rolling her eyes
Joined
Jan 30, 2017
Location
Scotland
Bloomin eck, when this rep appeared she was all sweetness and light, what a transformation! Now she is curt and non engaging, who would want to play at a casino that has a bad attitude :eek:
 

Users Who Are Viewing This Thread (Users: 0, Guests: 1)

Top