Casino Complaint Desert Dollar and responsible gaming

jeffd

Dormant account
Joined
Nov 10, 2009
Location
Montreal
Hi guys,

I have had a hell of a run in the past two months at the Desert Dollar casino. First I cashed out 1400 dollars after spreading out about 700 dollars in deposits.I stopped playing for a bit until i found an email giving me a bonus of 75 dollars.When I logged In, I got a phone call from South Africa from a gentleman wishing me luck with my bonus. I then started playing my favorite deuces wild poker and end up cashing out for 6000 dollars:D. (btw i took a nice two week vacation in Cuba with part of the winnings) Now here is where things start getting funky.

I realized today that i was spending too much time gaming, when I should be concentrating on moving and putting my affairs in order (Leaving Canada next week for a warmer climate)so i decide to exclude myself from the Desert Dollar Casino for 6 months. I logged onto the live chat and started talking with a rep named Rocco. When I asked to have myself exclude he starts offering me a bonus telling me they have never given me one before, when in fact i had already received the 75 dollar bonus in November. I declined the bonus and that's when things get interesting. Rocco tells me to be excluded i have to admit I have a gambling problem making me feel like a degenerate. If that is not enough, he then starts telling me to come back as soon as the six months is up.

In my honest opinion the casino was doing everything they could to keep me gaming and putting money into their casino. Forcing someone admit to having a gambling problem ( I do not have a problem, i just have more important priorities right now) is very rude. Are they so desperate to get their money back that they will try numerous times to reel someone back in? I will let you folks be the judge. The Desert Dollar casino in my opinion has no moral ethics when it comes to responsible gaming.



-----Noli Illegitimi Carborundum (don't let the bastards get you down)-----
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
Well, this is not good. They should have respected your decision without any fanfare, and told you that you'd be welcomed back when you'd decide to come back.

They should ask if the exclusion is gambling prob related - this way they can block your account. But the inquiry should be all it should be. Just like in this forum, sometimes members say they want to take a break - I say fine, I place their account into a dormant group, but I ask them if they feel they may have a problem (tactfully of course). If so, and with their agreement, their account is locked permanently.

I'm disappointed that DD's customer service isn't better trained to deal with these situations. No one should be forced to admit anything. If someone wants to take a break and not receive offers, that is their decision and should be honored.
 

fortunelounge

Dormant account
Joined
Mar 7, 2003
Location
South Africa
Hi jeffd

Thank you for your posting.

I have looked at the chat you had with one of our agents.

When you asked to have your account locked for 6 months the agent asked you if this would be an eCOGRA lock (gaming problem) and you replied "yes". I do understand that not many players would know what an eCOGRA lock is and you had the opportunity to ask which you did not.

The agent then went ahead and explained the conditions of such a lock and, again you did not question or query it.

It is so that the agent told you that we need an admission that you have a gaming problem and perhaps we should do it differently but you did then admit that you have a gambling problem and did not say anything to the agent regarding how you felt to answer such a question. In fact you ended the conversation praising our service.

When players request their accounts to be locked we need to ascertain whether it is because of a gambling problem or whether the player simply does not want to continue gaming for other reasons. Players who ask for their accounts to be locked for other reasons still receive promotion mailers from us - those locked for gambling problems are excluded from any correspondence or contact.

I apologise if you felt offended by the question as it was not our intention to do so.

I can confirm that your accounts have been locked and will not be re-opened until the expiry of the eCOGRA conditions in your case.

Wim
VP Operations
Fortune Lounge
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
Thanks Wim for the prompt response!

I think the crux of the matter is here:
...
It is so that the agent told you that we need an admission that you have a gaming problem and perhaps we should do it differently but you did then admit that you have a gambling problem and did not say anything to the agent regarding how you felt to answer such a question. In fact you ended the conversation praising our service....
That's a tough one since the CSR should have a way of asking this without being too direct. I don't know what exactly the CSR said - but I know that when I'm dealing with a member who requests an account to be closed - I explain that if it's due to a gambling problem I close it for good, I ask them "Do you want me to do that?" if they say yes - I close it. This way they aren't forced to admit that they have a problem. It's tricky trying not to offend :D
 

fortunelounge

Dormant account
Joined
Mar 7, 2003
Location
South Africa
Hi Bryan

You are absolutely correct.

Admitting to having a gambling problem is a very sensitive issue and should be treated as such.

We will, again, address this issue with our agents to ensure that issues such as this are treated with the necessary sensitivity and respect.

Wim
VP Operations
Fortune Lounge
 

RobWin

closed account
Joined
Apr 24, 2004
Location
A Vault!
Hi Bryan

You are absolutely correct.

Admitting to having a gambling problem is a very sensitive issue and should be treated as such.

We will, again, address this issue with our agents to ensure that issues such as this are treated with the necessary sensitivity and respect.

Wim
VP Operations
Fortune Lounge
I too agree that Rocco maybe could have asked the question in a different manner but in his defense (as I have chatted with him on numerous occasions), he has always shown respect and has always tried his very best to accommodate my concerns and questions in an utmost and expedient professional manner.
____
____
 

jetset

RIP Brian
CAG
Joined
Feb 22, 2001
Location
Earth
I think asking whether the player wants an 'eCOGRA lock' may be an attempt to be indirect on the matter, but as Wim observes it is unlikely that the average guy out there would know this.

Therefore, perhaps the DD training department should take a leaf out of Bryan's book and develop their own more diplomatic way of broaching this very sensitive subject.

Just a thought - do casinos carry a do-it-yourself exclusion facility on their Responsible Gaming sections? That way a player with a problem would be able to self exclude without the need to get into a discussion about it with a Support rep.

Looking at this from a positive angle, I am heartened to see a casino representative on the ball and responding so fast to this very serious issue, and expressing a willingness to learn from this incident.
 

jeffd

Dormant account
Joined
Nov 10, 2009
Location
Montreal
Emails

I just logged into my email and am at 1:37 pm i just received another special offer from the desert dollar, what gives. Also I agree with jetset, most casinos have a do it yourself exclusion, why does the desert dollar not have this?

-----Noli Illegitimi Carborundum (don't let the bastards get you down)-----
ps. And yes i find their customer service is second to none. but in this matter:confused:
 

jas2587

Ueber Meister
Joined
Apr 25, 2006
Location
FL
Hi guys,

I have had a hell of a run in the past two months at the Desert Dollar casino. First I cashed out 1400 dollars after spreading out about 700 dollars in deposits.I stopped playing for a bit until i found an email giving me a bonus of 75 dollars.When I logged In, I got a phone call from South Africa from a gentleman wishing me luck with my bonus. I then started playing my favorite deuces wild poker and end up cashing out for 6000 dollars:D. (btw i took a nice two week vacation in Cuba with part of the winnings) Now here is where things start getting funky.

I realized today that i was spending too much time gaming, when I should be concentrating on moving and putting my affairs in order (Leaving Canada next week for a warmer climate)so i decide to exclude myself from the Desert Dollar Casino for 6 months. I logged onto the live chat and started talking with a rep named Rocco. When I asked to have myself exclude he starts offering me a bonus telling me they have never given me one before, when in fact i had already received the 75 dollar bonus in November. I declined the bonus and that's when things get interesting. Rocco tells me to be excluded i have to admit I have a gambling problem making me feel like a degenerate. If that is not enough, he then starts telling me to come back as soon as the six months is up.

In my honest opinion the casino was doing everything they could to keep me gaming and putting money into their casino. Forcing someone admit to having a gambling problem ( I do not have a problem, i just have more important priorities right now) is very rude. Are they so desperate to get their money back that they will try numerous times to reel someone back in? I will let you folks be the judge. The Desert Dollar casino in my opinion has no moral ethics when it comes to responsible gaming.



-----Noli Illegitimi Carborundum (don't let the bastards get you down)-----
I think if you dont have a gambling problem then what is the big deal
you say you are spending to much time gambling an not packing seems like you prefer to gamble then pack
I could see this being a issue if in fact you did have a gambling problem but you dont
I am sure the Fortune Lounge Group would in fact lock you out if you truly had a gambling problem an not a dang I cant break away from my pc to pack
hmmm......

Cindy
 

Simmo!

Moderator
Staff member
Joined
May 29, 2004
Location
England
Just a thought - do casinos carry a do-it-yourself exclusion facility on their Responsible Gaming sections? That way a player with a problem would be able to self exclude without the need to get into a discussion about it with a Support rep.
Wagerworks casinos do by default - it's built in possibly at the insistence of Alderney. Most of the UK bookmakers do too - probably part of licensing conditions in the UK. Microgaming dont build it in, but a handful have implemented their own - if I remember right, Belle Rock have an option in the cashier...certainly to limit deposits anyway. RTG don't have this option to the best of my knowledge. Random Logic has a very obvios link in the Cashier.
 

jeffd

Dormant account
Joined
Nov 10, 2009
Location
Montreal
problem?

I see gaming as a problem when you are losing money not time.

-----Noli Illegitimi Carborundum (don't let the bastards get you down)-----
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Another problem is that players might MISUNDERSTAND what the term "eCogra lock" means. They probably know about the 6 month rule, since it is widely used, but may be understanding "eCogra lock" to mean ANY kind of 6 month exclusion, with NO need to explain, or give a formal admission of a gambling problem. Players faced with being told they have to admit to a problem in order for CS to proceed may just admit it to get things moving, thinking there is no other way.

The problem is that such an admission should not be taken lightly, since players who declare they have a problem could find themselves locked out of other casinos, often without notice, because they have been entered onto a database of self declared problem gamblers.

The other issue facing players in similar circumstances, is that after a move to a different country, they will have to get all their details changed at all casinos, and may encounter changes in the terms governing their accounts. A move to the USA for example, might mean they CANNOT play again at a casino that excludes US players.
 

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