Central Databases?

[Alexishot69]

well

News yet alex? I hope u manage to get it or have had it fixed.

Lets just say almost 48 hrs later im none the wiser although to be fair it was xmas day yesterday.however that dosent excuse the fact they havent even had the decency to e-mail me ..pretty shocking really.

 

[Alexishot69]

with

no response from the casino..and now being told by live chat that te security department wont be open until nextweek i have PAB and this sort of roguery i feel is just unacceptable...so i wont say more until this is sorted...alex

 

[Norseman1]

They what??

They wont till next week? This just gets worse and worse. Accreditated behaviour hmmm

 

[Simmo!]

Not an ideal situation obviously, but I don't see why people should expect everyone else to just drop their Xmas holiday with their families just to sort out something that can clearly wait a few days without too much upset. Come on people...ffs, it's Xmas, people have kids, parents and friends they deserve some time with!

 

[Alexishot69]

simmo

Not an ideal situation obviously, but I don't see why people should expect everyone else to just drop their Xmas holiday with their families just to sort out something that can clearly wait a few days without too much upset. Come on people...ffs, it's Xmas, people have kids, parents and friends they deserve some time with!

To an agree i take on board what you say and yes people deserve a break. However i dont for one second think even an email sent from the casino explaining why and howlong this would take would have disrupted anyones holiday.i also dont think for one second im going to be the only player affected anyone first depositing over xmas could easily be faced wth the same situation deposit,locked cya next week..this coul dhave been handled much more efficiently from the casinos side and id like to think you agree....alex x

 

[tofu23]

Not an ideal situation obviously, but I don't see why people should expect everyone else to just drop their Xmas holiday with their families just to sort out something that can clearly wait a few days without too much upset. Come on people...ffs, it's Xmas, people have kids, parents and friends they deserve some time with!

Either you're open for business over the xmas break - or you're not. If not, then stick a sign on the door and let some one know when you'll be back.

If a Casino is going to take your money then be prepared to provide a full level of service. No one, absolutely no one, is saying Casinos or staff are not entitled to enjoy xmas with family, kids or whatever.

You open the door for business, then do the business - not some half timed, half staffed, skeleton cock and bull outfit.

This mob are taking peoples cash and then locking accounts - without a sniff of explanation. Just not good enough irrespective of the excuses that will be predictably trotted out. Doesn't inspire confidence.

..

EDIT: hahahahaha......yesterday at a fairly mainstream airport here in the Philippines (Zamboanga) three planes were left circling the airport unable to obtain clearance to land. Why? No air traffic controllers available. All on xmas break. Seems they are from the Simmo school of vacation and perks.

 

[Norseman1]

Ha-ha

Not an ideal situation obviously, but I don't see why people should expect everyone else to just drop their Xmas holiday with their families just to sort out something that can clearly wait a few days without too much upset. Come on people...ffs, it's Xmas, people have kids, parents and friends they deserve some time with!

mr simmo plz dont be offended but thats the worst post ive read on this forum. My opinion is that its a desperate attempt to excuse this casino rogue behaviour. If they are open then xmas has nothing to do with this and yes they are open. Im just gobsmacked at what u wrote . Be interesting to c the support the op gets in this case.

 

[tofu23]

And the Mini Vegas Group of Casinos as of this moment are all offline. No casino is working, no website is working.

Seems they took my words of advice about closing down for the Xmas break - but nice if they could let us know beforehand.

..

 

[spearmaster]

As a PAB has now been filed, I am temporarily closing this thread.

edit -> Reopened, as some people think there's a useful discussion going on in here But re: Alexishot's issue, I think that this part of the discussion should cease from here on in so as not to prejudice her case.

 

[Simmo!]

No offense taken Norseman - everyone is entitled to an opinion and it's an interesting debate

It's clear that this whole episode could have been handled better by the casino, I don't dispute that and I can see why Alexis is frustrated. I'm sure I would be. But do you close down your business just in case a problem comes up and stop all your customers from playing over the break? I can't see that being a popular decision.

You have to provide a level of support, yes of course. The casino have done, although it wasn't as comminicative as it should have been. But every casino also has a security team where this problem has clearly been referred, which may just be one person - who knows what it takes.

The casino should just have refunded the money and because they didn't communicate clearly they deserve some stick, I agree. But IMO to suggest that all the staff at a casino should be expected to work on their holidays to sort out each small problem is very OTT.

The Central Database theme of the thread is very interesting IMO, but as far as the problem itself goes, we're not talking about planes landing at airports here, we're talking about a 50 deposit that locked a casino account and if I was an employee at a company and asked to drop my Xmas plans to deal with that I'd be mightily pissed off.

Just my opinion.

[EDITED TO ADD] - When you are running a business, you know you can't keep all your customers happy all of the time and you have to make business decisions that you think will have the minimum impact. You hope you made the right choice. I suspect the casino thought allowing their staff to take Xmas off and allow players to continue playing was the right choice, but it won't keep everyone happy obviously as we see in this thread

 

[spearmaster]

if I was an employee at a company and asked to drop my Xmas plans to deal with that I'd be mightily pissed off.

Somehow, I hardly think that someone would be asked to cancel his X'mas plans in order to spend a few extra minutes trying to resolve this type of problem.

The casino should've done better than that. I accept it's a holiday weekend and to be honest I wouldn't have expected much to be done over this period either, so I sort of agree with you - but by the same token I don't see why casinos should even remain open if they're not going to provide support. That's like opening Walmart or Woolworth's, letting them in for the midnight sale, then closing the doors behind them and leaving them until the morning.

At the very least, the casino should be able to provide minimal support, and this issue should've been a relatively simple one to solve as well.

 

[Simmo!]

Somehow, I hardly think that someone would be asked to cancel his X'mas plans in order to spend a few extra minutes trying to resolve this type of problem.

Exactly! And quite right too IMO.

At the very least, the casino should be able to provide minimal support, and this issue should've been a relatively simple one to solve as well.

They did provide support (although not very comminicative support!). This is clearly a security issue that requires more than a support dept. is trained for, hence the whole theme of the thread "central databases".

And let's be honest, if you closed your casino for Xmas, you'd probably get stick from your loyal customers. So 6 of one, half a dozen of the other. Like I said above, you'll never keep everyone happy so you sometimes have to make the decision that has least impact.

 

[spearmaster]

They did provide support. This is clearly a security issue that requires more than a support dept. is trained for, hence the whole theme of the thread "central databases".

What support? Telling Alexis that her account was locked because it got flagged is support?

Support really should have no business making claims of "flagged by central DB" or anything of the sort in the first place - he/she should have simply said that the issue has been referred on to the relevant department and that Alexis should expect a response within whatever period of time.

Instead, support apparently claimed that Alexis is on a central database (implying fraud of some sort).

Now assume that this is not true - Alexis has thus come her to complain (and probably rightfully so) and the management is NOT aware of the issue - comes back to work on Monday and sees a huge fire which could've been dealt with at the very beginning in a few minutes if support had simply asked the relevant person to have a quick look at this.

Instead, they have a fuming customer who's now told quite a lot of people about how she was apparently treated... potentially causing them to not play at related casinos.

If you ask me, NOTHING is clear here - it's not clear it's a security issue, it's not clear whether or not support can do anything about it, and it's not clear if management are aware of what's going on.

And let's be honest, if you closed your casino for Xmas, you'd probably get stick from your loyal customers. So 6 of one, half a dozen of the other. Like I said above, you'll never keep everyone happy so you sometimes have to make the decision that has least impact.

If your local shop decided that it was going to close for X'mas, would you have given it stick too?

Every business has a right to choose when it wants to be open, and when it intends to close for a holiday provided they give you enough advance warning.

So - if they chose to stay open - then they should've at least been able to operate in a relatively normal manner. Not necessarily full service - reduced service would be somewhat acceptable but what we've seen so far is close to no service - doors are open, help yourself, but we can't assist you until Monday.

 

[RobWin]

What support? Telling Alexis that her account was locked because it got flagged is support?

Support really should have no business making claims of "flagged by central DB" or anything of the sort in the first place - he/she should have simply said that the issue has been referred on to the relevant department and that Alexis should expect a response within whatever period of time.

Instead, support apparently claimed that Alexis is on a central database (implying fraud of some sort).

Now assume that this is not true - Alexis has thus come her to complain (and probably rightfully so) and the management is NOT aware of the issue - comes back to work on Monday and sees a huge fire which could've been dealt with at the very beginning in a few minutes if support had simply asked the relevant person to have a quick look at this.

Instead, they have a fuming customer who's now told quite a lot of people about how she was apparently treated... potentially causing them to not play at related casinos.

If you ask me, NOTHING is clear here - it's not clear it's a security issue, it's not clear whether or not support can do anything about it, and it's not clear if management are aware of what's going on.



If your local shop decided that it was going to close for X'mas, would you have given it stick too?

Every business has a right to choose when it wants to be open, and when it intends to close for a holiday provided they give you enough advance warning.

So - if they chose to stay open - then they should've at least been able to operate in a relatively normal manner. Not necessarily full service - reduced service would be somewhat acceptable but what we've seen so far is close to no service - doors are open, help yourself, but we can't assist you until Monday.

Good point !

 

[Simmo!]

If your local shop decided that it was going to close for X'mas, would you have given it stick too?

Yeah but this isn't a "local shop", it's an Internet business (which is expected to be open 24/7).

Are you saying that every Internet business should stop taking orders on it's website over Xmas or insist that all the back-office staff be at work because of problems that might crop up?

 

[spearmaster]

Yeah but this isn't a "local shop", it's an Internet business (which is expected to be open 24/7).

Is it? So what happens when they have to perform maintenance? Upgrade the site? Reconfigure the databases?

Don't forget that online operations still require human interaction. Thus I think it's perfectly fair that an internet operation can shut down for a couple of days if it likes.

Are you saying that every Internet business should stop taking orders on it's website over Xmas or insist that all the back-office staff be at work because of problems that might crop up?

If your online business doesn't require you to provide support, it wouldn't be such a big deal. But I certainly do expect key staff to be in place to handle certain things - no one said anything about all back-office staff.

Restaurants stay open - and so does your local pub. They just schedule their staff differently, or reduce to minimal requirements. An online operation should be no different.

But let's bring this a bit closer to home. Despite the fact we are already resigned to getting payments from online operators a day or two (or 5) after they've been requested, we already accept this as normal.

But imagine you're in Vegas - you win a jackpot, call the attendant, who says that they can't pay you because it's Xmas and all the managers and accounting people have taken off for the holidays because they're back-office staff. Come back on Monday.

What would you say?

 

[Simmo!]

But imagine you're in Vegas - you win a jackpot, call the attendant, who says that they can't pay you because it's Xmas and all the managers and accounting people have taken off for the holidays because they're back-office staff. Come back on Monday.

What would you say?

I'd say "but this is a common theme that happens lots of times every day and is part of the normal gambling process".

What the isssue here is is not a common or regular part of the process. It sounds like a potential fraud alert which IMO could wait until Monday to be sorted out.

Is it? So what happens when they have to perform maintenance? Upgrade the site? Reconfigure the databases?

I said "expected" to be open 24/7, not "required" to be open 24/7. You don't expect an Internet business to close for Xmas. But like I say - show me some who do and I'll reconsider.


And how do you define "key staff"? Support yes...obviously. But which other departments do you say are key and should work over Xmas? And then those that aren't "key", do you sack them for being useless and unnecessary?


Anyway, can't hang around here all day Spear - have to go out. Back later for the next exciting installment

 

[jas2587]

has all of the OP's contact with the casino been by phone?
Has the OP in fact emailed support at the casino herself to inquire why this was locked?
In a few of the OP post they refer to 32red an JPIAF like they are part of VPL which they are not then the OP says ive only played and deposited at 2 which are JPIAF and 32red

when you talk to live support you usually get a standard person that has been trained to say this an that like a yes sir no sir person where if you send a email then it might just have went to the right person to begin with who could have handled this right away

I never call or use live chat always emails that way i have a paper trail


Good Luck
Cindy

 

[spearmaster]

I'd say "but this is a common theme that happens lots of times every day and is part of the normal gambling process".

What the isssue here is is not a common or regular part of the process. It sounds like a potential fraud alert which IMO could wait until Monday to be sorted out.

???

Like jackpots fall every day online, or off?

Fraud departments, both online and off, are WAY WAY busier than slot attendants - and in fact are probably a more integral part of a gambling process than paying off a jackpot (which involves a lot of time, forms, and at least two casino representatives).

If Alexis is indeed a fraud then she will have brought this upon herself. But she's insisting she isn't, and has never opened an account at any other related casino.

I'm not saying that this might not require a more intensive investigation, but my instinct leads me to believe this is something that could probably have been resolved in 5 minutes - or if not, then at least responded to with a courtesy email to say that they will not be able to resolve this until at least Monday. That shouldn't have caused any need for someone to cancel their x'mas plans, just delay them by a couple of minutes.

Since neither of these things occurred, the player is left fuming... as far as I am concerned they blew the game right there.

I said "expected" to be open 24/7, not "required" to be open 24/7. You don't expect an Internet business to close for Xmas. But like I say - show me some who do and I'll reconsider.

My point is that if you're open - you better be providing service. Or, at the very least, a notice on the front page (door) that limited service will be available. Show me a situation where a brick-and-mortar shop can get away with staying open and not providing service and I'll reconsider

And how do you define "key staff"? Support yes...obviously. But which other departments do you say are key and should work over Xmas? And then those that aren't "key", do you sack them for being useless and unnecessary?

Key staff are those necessary to handle the basic operational needs of the casino - which include support, processing, and fraud. At the very least, someone who can make any operational decisions.

 

[Simmo!]

Ah well I'll leave it there. Each to their own but I think we all agree the casino didn't handle it very well.

Good luck with getting it sorted Alexis

 

[heatherad]

After reading this thread, the best way I can put it is.....

The Gas station is open, but sorry, there is no gas!

 

[Alexishot69]

After reading this thread, the best way I can put it is.....

The Gas station is open, but sorry, there is no gas!

ear Alexandra,



Thank you for registering with Golden Riviera Casino.



We have received a notification from the responsible gaming unit within the Microgaming casino operators that you have previously indicated that you have experienced difficulties with gaming and have requested your account(s) to be locked at other operators for a six month period.



We at Vegas Partner Lounge Group support and endorse responsible gaming and to remain compliant with eCOGRA responsible gaming policies we are forced to lock your gaming account and request a motivation from you to reopen your casino account. Please be advise that your motivation will be sent to Microgaming casino operators. We will then advise of the outcome once received.



Please could you respond to this mail indicating whether or not you feel you have overcome these challenges and that you would like to again game at our casino?



Should you wish, at any time to be contacted by our responsible gaming agent, please don't hesitate to contact our support team and indicated a preferred means of communication and a suitable time to contact you.



We look forward to your response.

sorry but this is f****g scandalously wron i have neveer in my life eve cried this ...i swear on my parents life that this is a problem ffswhy they pull this one on me is amazing.....but i guess they cant pull the we are wrong card huhh

 

[heatherad]

ear Alexandra,



Thank you for registering with Golden Riviera Casino.



We have received a notification from the responsible gaming unit within the Microgaming casino operators that you have previously indicated that you have experienced difficulties with gaming and have requested your account(s) to be locked at other operators for a six month period.



We at Vegas Partner Lounge Group support and endorse responsible gaming and to remain compliant with eCOGRA responsible gaming policies we are forced to lock your gaming account and request a motivation from you to reopen your casino account. Please be advise that your motivation will be sent to Microgaming casino operators. We will then advise of the outcome once received.



Please could you respond to this mail indicating whether or not you feel you have overcome these challenges and that you would like to again game at our casino?



Should you wish, at any time to be contacted by our responsible gaming agent, please don't hesitate to contact our support team and indicated a preferred means of communication and a suitable time to contact you.



We look forward to your response.

sorry but this is f****g scandalously wron i have neveer in my life eve cried this ...i swear on my parents life that this is a problem ffswhy they pull this one on me is amazing.....but i guess they cant pull the we are wrong card huhh

My question then would be, do they have any proof whatsoever that you indeed requested the above?
Do they have documentation of any type such as emails, chat, whatever?
I once had a casino accuse me of fraud when I opened an account. I asked them for every specific to prove to me that I was such as what username I was using, what email, etc. etc. All they said was it was a bunch of numbers and couldn't give me any relevant information.
So I turned the tables on them and said they were accusing me of a very serious crime and that there were consequences of doing so. They did an about turn so fast you couldn't see their heads turn. From then on they've been sending me emails galore and this is after I told them where to shove their casino and to forget about me having any account with them.

 

[spearmaster]

That's the first I've ever heard of a central database for responsible gaming...

Alexis - I think you should just request your deposit back and either find somewhere else to play, or go back to one of your existing casinos, if indeed you've never asked to close an account. If I hadn't asked for an account to be closed elsewhere and this happened to me, I would be pretty upset, to say the least.

 

[Alexishot69]

i am

After reading this a few hours later even more even more angry than i was before i am gonna write a cpl emials that i recieved sent in between the past week....
Dear Alexandra,



Thank you for registering with Golden Riviera Casino.



We have received a notification from the responsible gaming unit within the Microgaming casino operators that you have previously indicated that you have experienced difficulties with gaming and have requested your account(s) to be locked at other operators for a six month period.



We at Vegas Partner Lounge Group support and endorse responsible gaming and to remain compliant with eCOGRA responsible gaming policies we are forced to lock your gaming account and request a motivation from you to reopen your casino account. Please be advise that your motivation will be sent to Microgaming casino operators. We will then advise of the outcome once received.



Please could you respond to this mail indicating whether or not you feel you have overcome these challenges and that you would like to again game at our casino?



Should you wish, at any time to be contacted by our responsible gaming agent, please don't hesitate to contact our support team and indicated a preferred means of communication and a suitable time to contact you.



We look forward to your response.



Kind regards

Ernest

The Security Department

Golden Riviera Casino


ii HAVE NEVER EVER EVER IN Y LIFE CLA9IMED I HAVE HAD SUCH A PROBLEM AND WHEN I WROTE THIS THREAD ON ONDAY DECEIDED TO DO THIS...

Hi there Alexandra,

Account tXXXXXXXXXXXXXXXX

Thank you for contacting Jackpots In A Flash.

Your name has noT been added to any database. All that happened is your account has been locked as you have requested.

Should you require any further assistance, we are available 24 hours a day, 7 days a week, for your convenience.

Kind regards,

Seth
Guest Services

And as per 48 hrs previous i played at 32red so comon Mg THIS IS A DISGRACE...