Feedback Casinomeister Standards - updates and your suggestions

Casinomeister

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Hi All,

New video that explains out Accredited Casino Standards - I hope this will make you a smarter and wiser person:


We have just upgraded the standards to include the following:

Marketing Standards:
3. Will not text or call players on their phones without explicit permission. And this form of aggressive advertising must cease immediately upon request.

Operational Standards:
2. Promotion terms and conditions must be clearly displayed, hyperlinked from all promotion pages or pop-up banners, and must contain a date and time stamp.

Industry and Player Assurances
3. They must be licensed in a jurisdiction that offers gambling licenses for online casinos. This licensing entity must be responsive to player complaints, and they must have an effective infrastructure that oversees and enforces compliance with regulations that protect players from fraudulent and/or unethical activity.
Link Outdated / Removed

All but a couple of iGaming reps have responded back giving me the thumbs up on this. I'm in the process of following up with the stragglers.

The thing is, there could be more. If you would like to see something that can be realistically incorporated into our standards, please post your ideas here and we (or I :p) will possible consider them.
 
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lockinlove

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payment delay policy.

This is an actual casino policy I came across with Grande Fortune. $2,500 max every 9-11 days.

Their policy is to delay payouts as long as possible without raising red flags. They will not let you close your account during this time. And they leave it reversible or the balance in the account for the entire time. So for my $16,000 win. It would take approx 66 days.

I think a standard should be put in place that cashouts have to be in a reasonable amount of time with not such low cashout amount restrictions. 48 hours is more than enough. which many may argue is still ridiculous. But accredited casinos acting like this....shouldnt really be accredited imo
 

Jono777

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Might get a bashing for this one but at this time of year hope I can be forgiven :eek:

'Active Rep Standards' I feel is a must and a big part of a casino maintaining (once awarded) their accreditation.

All too often we've seen a BBF where the rep is on hand pretty much 24/7, they 'get their stripes' and then its like trying to contact Shergar :p

I think its unfair to expect them to 'jump' the moment a concern, question etc is posted or PM'ed but without pointing the finger, naming or shaming there are a handful who are not upholding their responsibilities and hence their accreditation criteria.

A reasonable and fair time frame could null this problem and maybe a 3-strike rule against possible losing their accreditation status (temporarily) could be imposed??

Lots of players, experienced and novices alike (including me) look for an active rep as reassurance, not to particularly pester or badger but just to know they are there if and when a problem or concern arises.
 

Casinomeister

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payment delay policy.

This is an actual casino policy I came across with Grande Fortune. $2,500 max every 9-11 days.

Their policy is to delay payouts as long as possible without raising red flags. They will not let you close your account during this time. And they leave it reversible or the balance in the account for the entire time. So for my $16,000 win. It would take approx 66 days.

I think a standard should be put in place that cashouts have to be in a reasonable amount of time with not such low cashout amount restrictions. 48 hours is more than enough. which many may argue is still ridiculous. But accredited casinos acting like this....shouldnt really be accredited imo

Just to make sure there is no confusion here. Grande Fortune is not nor ever has been an accredited casino. But a very good point.

Payouts are a big concern - especially when they are piece-mealed ($5k per week or whatever). I may take this into consideration for new casinos wanting to come on board.
 

lockinlove

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Just to make sure there is no confusion here. Grande Fortune is not nor ever has been an accredited casino. But a very good point.

Payouts are a big concern - especially when they are piece-mealed ($5k per week or whatever). I may take this into consideration for new casinos wanting to come on board.

Oops I meant Grande Vegas :oops:
 

Casinomeister

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Might get a bashing for this one but at this time of year hope I can be forgiven :eek:

'Active Rep Standards' I feel is a must and a big part of a casino maintaining (once awarded) their accreditation.

All too often we've seen a BBF where the rep is on hand pretty much 24/7, they 'get their stripes' and then its like trying to contact Shergar :p

I think its unfair to expect them to 'jump' the moment a concern, question etc is posted or PM'ed but without pointing the finger, naming or shaming there are a handful who are not upholding their responsibilities and hence their accreditation criteria.

A reasonable and fair time frame could null this problem and maybe a 3-strike rule against possible losing their accreditation status (temporarily) could be imposed??

Lots of players, experienced and novices alike (including me) look for an active rep as reassurance, not to particularly pester or badger but just to know they are there if and when a problem or concern arises.

This is not a problem. I need to be notified if and when casino reps go AWOL - I mean gone. Sometimes folks move on and nobody takes over, or their email address changes and the PM notifications start bouncing. We have a number of awesome members who notify me via "report a post" when a rep is unresponsive. :thumbsup: Most of the time they fix things right away.

But then we have had to let a few casinos go because they didn't give a care about being involved with Casinomeister's forum: Betfred, BetVictor, Ladbrokes, Bet365, just to name a few. They all got the boot.

Oops I meant Grande Vegas :oops:

The only RTG casino that has no payout limits is iNetBet I think.

$2,500 max every 9-11 days.

Their policy is to delay payouts as long as possible without raising red flags. They will not let you close your account during this time. And they leave it reversible or the balance in the account for the entire time. So for my $16,000 win. It would take approx 66 days.

Are you sure about that $2500? I have what is written on their website: maximum payout per customer per week is US$10,000. Grande Vegas reserves the right to pay out higher winnings over a period of several weeks.
 

lockinlove

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This is not a problem. I need to be notified if and when casino reps go AWOL - I mean gone. Sometimes folks move on and nobody takes over, or their email address changes and the PM notifications start bouncing. We have a number of awesome members who notify me via "report a post" when a rep is unresponsive. :thumbsup: Most of the time they fix things right away.

But then we have had to let a few casinos go because they didn't give a care about being involved with Casinomeister's forum: Betfred, BetVictor, Ladbrokes, Bet365, just to name a few. They all got the boot.



The only RTG casino that has no payout limits is iNetBet I think.



Are you sure about that $2500? I have what is written on their website: maximum payout per customer per week is US$10,000. Grande Vegas reserves the right to pay out higher winnings over a period of several weeks.

Well here is where it gets a tad bit...ridiculous. Sure they claim that. But this is how they pay it out. Over 4 different methods because they have a $2500 max per method. If you want $10,000 (which it isnt and is impossible mathematically).

You have to withdraw $2500 bankwire. $2500 bitcoin. $2500 ecopayz. $450 moneygram $60 fee. But for each withdraw it takes 48 hours to review. Then 48 hours to process. So its no where close to that. Its basically $2500 a week if youre lucky. You can only request one payout at a time.

Trust me. I won $16,000. I asked for limit increase so I could get it quicker. They refused and kept me at basically $2500 a week. It even shows on the payout page. When I asked them they stated its their policy.

Edit: I did message you about this and I recall you asking me to join MM. Which I didnt get around too...but I just requested it now :D
 

lotusch

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Dún Dealgan
Another thing that I would like to add is following:

Casino's that close your account just like that without any prior notice because they decided to stop doing business in your country.
If that is a company decision, fine I can accept that if I am being informed beforehand as most casino's do.
But a couple of months ago Ireland was booted by Quasargaming and we did not get notified whatsoever.
One day I was able to login, while the day after I got a big popup that my account was closed due to the fact that they were not able to offer the games in my country anymore (Novomatic).
They have done this with several countries and therefore Quasargaming should get a lower score on it's own.
Add a non responsive rep. and they should be stripped from their accredited status.

For me this casino defo will get the fall from grace vote!!

Thank God most casino's do have the courtesy to inform their clients!!
 

dunover

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Is there any way a accredited casino can be given a strike when involved in the EMSEB? Yes, as lockinlove says pathetic piece-meal w/d's are the cause of much grief, but EMSEB over the year has raised more aggravation than any other issue. Yes, I know it's the hopeless UKGC that allow it on their watch, but then again it's only a few groups that take advantage. I seriously believe this issue needs addressing from our end here, it has to be somewhere.
 

Casinomeister

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Is there any way a accredited casino can be given a strike when involved in the EMSEB? Yes, as lockinlove says pathetic piece-meal w/d's are the cause of much grief, but EMSEB over the year has raised more aggravation than any other issue. Yes, I know it's the hopeless UKGC that allow it on their watch, but then again it's only a few groups that take advantage. I seriously believe this issue needs addressing from our end here, it has to be somewhere.

Every Matrix Self-Exclusion...B?
 

dunover

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Every Matrix Self-Exclusion...B?

Haha sorry Bryan, you got it EveryMatrix Self-Exclusion Bullshit (EMSEB acronym I created because so many forum members were commenting on this common issue and it saves a load of typing, except for Vinyl of course!)
 

Naok777

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I'd suggest being tough on excessively long T&Cs, an example of how short and easy to understand they can be:
You do not have permission to view link Log in or register now.


While some others write War and Peace without really saying more.
 

Casinomeister

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One thing I'm adding for sure is that they must have live support. Email is antiquated - that's so 2000's. There needs to be someone who can take care of issues at a moment's notice.

This is another thing that can be worked into their score as well. Support features are not included at the moment.
 

amourgirl

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ooops wrong place
 

stokes

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How about a compulsory duplicate account check before a casino allows the first deposit, the same which they happily perform before any withdrawal?
Or to put it in another way, casino must allow account verification (KYC) on request before deposit.
 

Cocochanel

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This is not a problem. I need to be notified if and when casino reps go AWOL - I mean gone. Sometimes folks move on and nobody takes over, or their email address changes and the PM notifications start bouncing. We have a number of awesome members who notify me via "report a post" when a rep is unresponsive. :thumbsup: Most of the time they fix things right away.

But then we have had to let a few casinos go because they didn't give a care about being involved with Casinomeister's forum: Betfred, BetVictor, Ladbrokes, Bet365, just to name a few. They all got the boot.



The only RTG casino that has no payout limits is iNetBet I think.



Are you sure about that $2500? I have what is written on their website: maximum payout per customer per week is US$10,000. Grande Vegas reserves the right to pay out higher winnings over a period of several weeks.

I had a cashout from Grande Vegas...$ 10.000 in one week
 

steinhaug

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Feb 21, 2006
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Norway
Well I suppose this is the place to add some thoughs.

Reading your standards for accredited casinos, section 2 Marketing standards. It states:

- Must not use false, misleading or deceptive advertising.

I recently posted a thread on misleading and deceptive advertising, does this mean that in principle every casino I have mentioned in this thread should get a penalty in their score for their email advertising? The thread I am referring to is this one: https://www.casinomeister.com/forum...-beer-or-gratis-as-in-you-buy-the-beer.76857/

My complaint here is basically that the email header/title seems to be without any oversight in many casinos making them appear very interesting until you actually open the email where they correctly most of the time tell the full story and what you need to deposit. However I would argue that just like a newspaper the heading of an article is usually the reason you view the article - hence - waste my time as I was looking for an offer very different than the one I got. The downside aswell for such marketing is the problem of banner blindness, these casinos suffer in the long run as I add domain blocking on their emails effectively preventing any future offer to be seen even if it was a good one.

As an example of this I could mention Mamamia bingo that has theese false and deceptive email headers all the time - however after writing the post I went through the spam folder and their emails and I was irritaded to learn that on the 14 december there was an actual real offer of 40 freespins without deposit... I missed it totally as I they are in my blind spot. On the other hand - they got away with giving away 40 spins for free due to their misleading newsletters. This on the other hand was the ONE chance they had in december getting me inside their casino spinning - the ONE chance I could end up depositing for some reason but I didnt get the chance... I guess the argument works both ways. Anyway, 40 spins is above the average free spins offered out of the blue sky but historically I am better off ignoring a casino totally if what I gain by always checking their email is a possible free 40 spins a few times each year.

I will add that in my vocabulary a bonus will always be synonymous with some sort of action completed by me, usually a deposit. What I am referring to as zero tolerance is the use of the word FREE which casinos have made a mockery out of and it seems to bother noone (except everyone when asked).

If its not possible to penalize them for this, what about promoting those few that honors the marketing standards by a special star of some sort. Rizk have tried to coin the no bullshit phrase, however not sure a bullshit star looks very "promoting" either :D You get my point.

QUESTION 2 - Verification papers

I have always wondered on what basis several casinos need verification papers for, and why some casinos doesnt need it. It does strike me as nothing else than a secure way of making sure time could be stalled. This is however not true I have learned as both guts and rizk manages to verify such papers within a few minutes on a good day while yakocasino doesnt need them at all unless your winnings are above 20.000 some NOK - this is were they are required to collect those papers.

Then you have casinos like sveacasino, norgesspill and cherry casino (euro lotto?) they have an additional clause where they need a copy of your bank statment for some reason. Why they need this I do not know, but it certainly blocks a payout if you wont provide it. Last year former norgesspill (former spilleautomater) managed to stall my verification process for a whole week - and I shit you now - 5 minutes after I had lost all the money I got the verification seal of approval. Sure it was coinsidental, it always is. But this was a process I wanted to be complete and I did all they asked and anyway they managed to spend a week - I can only wonder if it would have taken longer if I hadnt lost the money. I have no reason to believe they are on the accredited list either but, there should be standards regarding the verification process.

I would love to see some info here on casinomeister dedicated to verification papers - examples of a good set of papers and examples of bad papers and why. I am sure many people would feel much safer having your site education the players a little on this. After all it is the biggest pain is the ass for us all it seems when you look in the forums and go for the heated arguments. If the casino is quick in verifying papers is one thing, but how come they sometimes are not and what are the reasons why? And why should papers being good in one casino not be good in another casino, or how come many casinos will wait for the max markeded processing time to inform you of problems just so they can reset the processing time? Seems obvious to me.

What about all the strange different rules they have regarding what papers are "approved" and why papers are "disapproved". Even within the same casino different names (or people, sometimes I have the feeling there are mjore names than actual people) can give a document different approval status. I though there was a security department doing this, obviously this cannot be the case always. There seems to be nothing else than chaos looking at all casinos in general, and I suspect there are several layers of different ways of handling customers based on profiling. To be more precise...

QUESTION 3 - Do casinos profile players for different stalling techniques

If a casino could seize your money because of some technical issue with their T&C why do they let you have the money available so you can lose them? To me such arguments are nothing else then a suspicios way of dealing with a player hoping he will lose the money. Its hard to pin point what I am saying here but I can easily give out the sollution for a fast payout:

1. Deposit, play and if you win withdraw.
2. Do not talk to support at all, and if the verification documents cannot be uploaded from the admin find the support email from their site and email them anonymous and ask for their verification email. Email the documents required (ID, utility and copy of payment method as in photo of card or screenshot of online payment).
3. DO NOT reverse at any point.

If nothing happends within the next 24 hours adress verification processing by email in a nice manner without mixing personal or gameplay or amount into the email.

4. You have your cashout most likely quick.

On the other hand...

Talk to the support, and after win, talk with them again and try get some "good one" feedback for your win. A player often is by himself anyway so this is usually the first one thinks of to have someone to talk to. The verification will not usually take max time, and while you keep asking support for status you are likely to reverse a little and if you dont many casinos even throw in some bonus money for you "while you wait". This bait I have totally been fooled by many times, this could give a reversal. I suspect many casinos have systems or atleast are trained especially for this scenario - and from here all the max times in processing, verification, missing papers needed resenging, new delays and so on starts rolling out. All beacuse you were foolish enough having a conversation with them. One could also argue if what I am saying here is true, what it really does is making the weak players stand in out.

I am sure casinomeister could do some simple checks to verify this - or hopefully verify that my claim is flat out wrong. PM me if you would like some input on such ideas.

That was a little of this and a little of that, so let me try boiling it down.

I would like the accredited section to have a metric for honest customer treatment, that being anonymous checks on the casinos by different "user personalities" to see if it affects their judgment.

I think this is very important, as when I am playing I could be sober or I could be dead drunk and therefore I expect the people working on support to be extremely professional and not taking advantage of me, the sogftware have already done a good job on me before I ever get to support. Such a seal of keeping it real - to me - would be extremely valuable!

QUESTION 4 - Customer treatment, all players are not new

I have no idea why I mention this here, however I'll leave you with it anyway as food for though. Being a player for many years, probably since onliune casino saw its day, I have registered accounts on most casino ever existed. I also have spent countless hours with support, usually asking for bonuses and surely for some chat as spinning is lonely at times. Then there were times I won and got problems with withdrawals and had arguments and were told alot of reasons which I at first had to believe. But as the years go you become a little smarter, I like to think so atleast, so how a case was solved and if there were things that were claimed by someone that later you learned was just plain wrong... Then you get the feeling some places when a problem occures... This chat person is speaking to me like this is my first experience with a casino? He really assumes I am gullable. As an example I could say that frontpage promotion which requres some mouse clicking that is not working, or advertised automated accrediting of certain events which are explained as "much traffic on the site so the banner is having problems". As a website developer I can easily verify the problem, at first to help them so they can address their supervisor so he can bring it to their IT department and fix it - but after a while you know they rather go the path of bheing suspicious of why one has more browsers and are hacking their page. Usually all banner problems, promo problems and freespins problems have one sollution - wipe browser cache.

I also have a real big interest when askin casinos why they need the verification papers, and why they spend so much time on them. Especially since yakocasino does not want the papers even, and rizk can verify them in 5 minutes, To me yakocasino and rizk casino screams out - we do not need papers, and if we do, it shouldt take more than 5 minutes if we actually process them. If they must have the papers, and they are on chat, and use more than 1 hour of it, I suspect you are already in some sort of "pending" for tomorrow morning que. If not - rizk and gits must have decided to pay their security department good money as they are working from early morning to late night and they are for some reason efficient.

Maby the reason is, rizk has their "security department" working nomal days as the rest of the casino - and other casinos only have the person for this work 2 days a week? I do not know, I do know however that casinos suddenly go from quick processing to a week and I havnt managed to come up with a better explernation than the profiling reason.

OK, thats my 2016 cents for this post :)
 
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