Mouche12

Kitty Lover
PABnonaccred
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Joined
Jul 25, 2007
Location
Amsterdam
Well, hello there again syrus2, just to let you know that I've reported you to Maxd for trolling and flaming.
 
Casumo is Reviewed at Casinomeister:

CasumoAffiliates

Dormant account
Joined
Jan 21, 2016
Location
Malta
Hi Guys,

Just to chirp in here quickly, from our perspective it is of utmost importance to catch problem gamblers early and ensure we deal with it before the damage is too great.

Although the vast majority of the times we ask the question, there is no gambling issue (but a player wanting fast payment) we do still need to be vigilant and act in the players best interests.

We do not ask this to upset or offend, only to help. IMO this should be seen as a positive.
 

Chipkin9

I'm not a Senior
Joined
May 23, 2013
Location
Tyrone, Ireland
Hi Guys,

Just to chirp in here quickly, from our perspective it is of utmost importance to catch problem gamblers early and ensure we deal with it before the damage is too great.

Although the vast majority of the times we ask the question, there is no gambling issue (but a player wanting fast payment) we do still need to be vigilant and act in the players best interests.

We do not ask this to upset or offend, only to help. IMO this should be seen as a positive.

Just a little curious. In what way would you "Deal" with it?

There is the self exclusion option for problem gamblers, that's the purpose of it.

If there is someone so far gone that they don't even realize they have a problem (or do realize but do not want to call a halt to their gambling), at what stage does a Casino (Casumo) intervene?. And even more importantly how do you determine who has a problem? Or what would even give you the right to intervene?

So could Casumo for example, close someone's account if Casumo feel the costumer deposits too much? Or withdraws too little? Because this could be seen as the Casino taking no chances in a player winning back any money that he has lost, if the loss was so great. What if that person wasn't a problem gambler at all but could just afford to?

Could Casumo refuse to payout if they feel a customer has a gambling problem? With the mindset that if a player has a problem, you don't want to contribute to his/her problem by making a big payout, whereby they would lose it again.

Would just like some insight into what Casumo deem as a problem gambler and how they would deal with it with no possible way to determine who is and who is not, unless they are specifically told by a player. And a player who has a problem will no way admit it. He will know it's up to himself.
 

Playford7

Permanent Ban: Too much flaming
MM
Joined
Jul 10, 2016
Location
North east England
Just a little curious. In what way would you "Deal" with it?

There is the self exclusion option for problem gamblers, that's the purpose of it.

If there is someone so far gone that they don't even realize they have a problem (or do realize but do not want to call a halt to their gambling), at what stage does a Casino (Casumo) intervene?. And even more importantly how do you determine who has a problem? Or what would even give you the right to intervene?

So could Casumo for example, close someone's account if Casumo feel the costumer deposits too much? Or withdraws too little? Because this could be seen as the Casino taking no chances in a player winning back any money that he has lost, if the loss was so great. What if that person wasn't a problem gambler at all but could just afford to?

Could Casumo refuse to payout if they feel a customer has a gambling problem? With the mindset that if a player has a problem, you don't want to contribute to his/her problem by making a big payout, whereby they would lose it again.

Would just like some insight into what Casumo deem as a problem gambler and how they would deal with it with no possible way to determine who is and who is not, unless they are specifically told by a player. And a player who has a problem will no way admit it. He will know it's up to himself.
Great points raised there.
 

CasumoAffiliates

Dormant account
Joined
Jan 21, 2016
Location
Malta
First of all we are not just closing down accounts left, right and centre.

Of course the way we "deal" with confirmed problem gamblers would be an immediate closure of the account.

We do have many protocols in place to spot changes in gambling patterns, I won't go in to detail on this but there are safety nets in place for players that would prompt us to ask the question.

In the vast majority of cases it is down to the player to say he has a problem gambling and initiate the account closure. Sometimes it takes a member of CS, a friend, or family member to ask that player if its becoming a problem, before that player thinks and realizes.

I hope this helps :)
 

Deeplay

New World Order
webmeister
CAG
mm1
Joined
Aug 27, 2008
Location
The biG Eu
Just to keep this a level playing field I did get paid out yesterday afternoon, which I never doubted. And that was never in question just the issue of Casumo no longer flushing and none understanding of my question by the CS Rep. I have no issue at all with CS asking questions related to RG and yes they have a duty of social responsibility which I wont knock Casumo for. Its just that question came up without ever getting a direct simple Yes or No when asked if they do flush.

But I got my answer in the end by putting 2 and 2 together.
 

spintee

Ueber Meister
webby
mm2
Joined
Mar 21, 2012
Location
Northants
Hi Guys,

Just to chirp in here quickly, from our perspective it is of utmost importance to catch problem gamblers early and ensure we deal with it before the damage is too great.

Although the vast majority of the times we ask the question, there is no gambling issue (but a player wanting fast payment) we do still need to be vigilant and act in the players best interests.

We do not ask this to upset or offend, only to help. IMO this should be seen as a positive.

Hi Alex

In reality there is probably alot more problem gamblers than people think and if you closed all them accounts you will be struggling for business.

As long as you have all the necessary steps for a person to close / set limits / have a time out than you are doing what is necessary and should make sure all customer service are fully aware of the rules and if have to than train them up. this goes to most sites and it is pointless giving them 10 copy and paste answers to deal with peoples questions.

Implying is someone got an gambling issue every time they ask a question bout money would be like asking some one have they got a drink problem every time they ask what beer they got at the bar.

And besides it puts people in a bad mood and pretty angry to ask such questions, if they are asking theses questions then they should be fully qualified to do so. If we turn around and ask CS what is a problem gambler than I would bet not one would know the answer and reason being not even the player would really know if they had a problem and do you think they would admit it ? Also if CS does not know how to answer a simple questions such as whats the wager or payout times than how are they ment to deal with a problem gambler? close account and problem fixed?


No point in saying we are looking after the player, if a casino wanted to look after a player than there should be no need for the player to be asking questions to start of with, pay them in a good time frame, have CS that actually know whats going on and not copy and paste.

I can go on but most of us know the score.

This is in no way pointed at your site and I am talking about sites in a whole, infact when I withdraw from your sites its actually one of the fastest out there for my self. In the half hour range
 

Jono777

Ueber Meister
CAG
mm1
mm4
Joined
May 13, 2014
Location
Wolverhampton
Geez this is better than Eastenders and Coronation Street put together :p (Then again that don't take much doing)

There must have been something in the water this weekend with the rows and almost fisticuffs lol!

Back on track. Love Casumo but have to say in my personal opinion if I was asked there and then on chat if I had a gambling problem (which I don't just for the record, kept it under control for 14 years!)I'd see the brightest 'RED' ever seen.

I'd never deposit there again and I'd also encourage all my gaming buddies to do the same. May be insignificant but if this happens a few times, could have a business impact.

I'd re-think your Chat Host training strategies if I were you Casumo ;)

To repeat I love the casino but this 'procedure' is disgusting, far better ways to address these (possible yet unknown for sure) matters.
 

spintee

Ueber Meister
webby
mm2
Joined
Mar 21, 2012
Location
Northants
Geez this is better than Eastenders and Coronation Street put together :p (Then again that don't take much doing)

There must have been something in the water this weekend with the rows and almost fisticuffs lol!

Back on track. Love Casumo but have to say in my personal opinion if I was asked there and then on chat if I had a gambling problem (which I don't just for the record, kept it under control for 14 years!)I'd see the brightest 'RED' ever seen.

I'd never deposit there again and I'd also encourage all my gaming buddies to do the same. May be insignificant but if this happens a few times, could have a business impact.

I'd re-think your Chat Host training strategies if I were you Casumo ;)

To repeat I love the casino but this 'procedure' is disgusting, far better ways to address these (possible yet unknown for sure) matters.

Agreed there mate, Staff need to be fully trained not jut upon simple questions but also the dealings with problem gamblers. Alot have not got a clue what RTP is or even games that are playable with bonus, they will know of couse the link to terms as thats one of the standerd copy and paste answers.

But all of a sudden there DrPhill and ask somebody have they got a gambling problem and they can sort it, by what closing account? like there is no other site they can play. I truly believe that the only reason is that they do not want to get any bad complaints if a gambler makes a complaint that they lost there house due to gambling. But its perfectly ok as long as they are not the ones in the shit house.

Close account, well yes problem fixed for the casino but far from fixed for the player, this is why there should be an open data base for all casino and why staff should be fully trained.

We have seen many times that palyers are pissed off so close account only for them to be classed as a gambling problem player, At the time the player does not relies until they calmed down and go back to be told they have been excluded for problem :confused: Not only does this cause stress for the player but can cause complications if such data base exists or does come into affect

Waht would happen if somebody admitted they have a serious problem? Account closed for good at best and probably a link with is number 10 on there copy and paste page to GA. Yet perfectly ok to go and play at other sites, that is real looking after gambling problems

I have not got a problem wit casumo or the way they do things, bonus are abit on the cheap side and after exchange rates its just not worth me playing
 

Mouche12

Kitty Lover
PABnonaccred
PABnoaccred
PABnononaccred
Joined
Jul 25, 2007
Location
Amsterdam
I hear Alex' answer and it seems to reflect a customer-minded, responsible attitude, but does it? The OP asked a simple question about flushing but instead of getting a simple answer ("No" in this case) he's given a miniature lecture on processing times and RG.

How can the flushing question trigger a question about the player having a gambling issue? If Casumo would really care about the player (i.e. the risk for him of reversing his winnings), CSR could have offered to close his account temporarily until payment is processed (as mentioned by miisoo).

Hence, I think Alex' answer is not entirely straightforward, and "lecturing" a player as I've seen from the OP's live chat would irritate the hell out of some players (me included).
 
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