Here was a case where we made a mistake, we admitted and kept the player in the loop till resolved.
We are not perfect, but we will admit mistakes and fix them..
Sorry again for the issues, and congrats!
OK, so how was such an IMPORTANT thing screwed up, telling the player his GENUINE ID was FAKE!!!!
This reflects badly on the competence of your security/risk department, and as well as letting fraudsters through, GENUINE players stand to be WRONGLY accused of being "frauds", and unless they are familiar with Casinomeister, may be unable to get past the deadlock point where they are called out as frauds by support.
I have seen so mucb "funkified" stuff in this thread it has me wondering. First, players were advised they shouldn't be signing up at both "sister casinos", yet this is certainly NOT standard. Alladin's Gold, for example, is a sister casino to Club World, but there has NEVER been an issue with players having accounts at both. In fact, if my inbox is to be believed, it is ENCOURAGED. Rushmore too, ENCOURAGE players to sign up at sister casinos.
If indeed there is this rather odd structure of TWO skins running under ONE RTG license, and ONE management team (funny how EASY this was agreed to by two "completely different owners"), surely it would be better to ditch one skin altogether, and JUST go with the other, perhaps the one that has attracted the most players. Among other things, this will HALVE the risk due to opportunist "fraudsters" or "advantage players" with only ONE no-deposit bonus, and ONE welcome bonus per genuine player to worry about.
Now, we have to watch for rogue casinos using this rather odd initial structure, and then pulling the "duplicate account" excuse when players play at what is presented as "sister casinos", but is in fact two (or more) skins under a single RTG license and server.
If it was not for the fact that two reps from these casinos have signed up here, and are getting things done, including cleaning up the various messes that have been created, this pair would by now be considered "rogue" and unworthy of a chance.
PS the "Michael Jackson coupon" was a VERY BAD IDEA INDEED, it does not matter that the motive was positive. ANY promotion that attempts to use a tragedy as a marketing tool should be avoided at all costs - it is what we expect from the rogues. It left one hell of a mess to clear up, and even the possibility of the Jackson family seeking punitive damages on principle.
This oddity of the phonecalls from a non-existant number needs to be EXPLAINED. This is "faking" the CLI (Calling Line Identifier), and is something that the various scammers have been getting up to (fake lotteries, "you have won a holiday", etc). You have already admitted this by saying the toll free code was not being sent as caller ID, but have not explained WHY it has defaulted to a New Jersey number. This could lead to unwanted attention from the US authorities, when someone complains they are being bothered with offers for online gambling originating from WITHIN the US. If they had the resolve, the authorities WILL be able to trace back the TRUE origin of these calls, whatever is sent by means of calling line identifier.
It certainly appears that the US authorities DO have the resolve to disrupt offshore operators, as many incidents of such disruption have lead to complaints in the forum where players suddenly can't deposit, or think they are being fed BS about non-payment.
