rosie@guts
Dormant account
- Joined
- May 8, 2017
- Location
- Malta
Hi guys,
Thank you for your response, we appreciate you giving us the opportunity to explain the process behind these decisions.
As you will understand we are heavily regulated which we embrace as it is important for our customers to have confidence in the casino they are enjoying.
There are a couple of things here I'll address.
1. The verification process is in line with the regulatory requirements. We have a duty of care to our customers to ensure that is being followed. We cannot comment on other casino requirements but can only ensure we follow the guidelines stipulated.
We do process the vast majority of these on the first attempt, but we simply have to reject them if they don't meet the requirements. Obviously where you see any issues or delays please do contact us straight away and we will always look into your enquiry further.
We can improve on our explanation however for why these documents are being rejected and we will look into this immediately.
2. We're a growing business. That creates a dynamic environment as we implement new systems, procedures and guidelines.
Please don't forget - every time we say here "we're going to look into how we fix that in the future" we actually do - meaning the introduction of the above, sometimes to multiple teams. We also have new colleagues joining the organisation all the time as we expand our teams and it does take a while to get people up to speed - that's when mistakes tend to happen. This is also being addressed.
What I can say is that documents are an area we are working on to make it easier for staff to manage.
Rosie
Thank you for your response, we appreciate you giving us the opportunity to explain the process behind these decisions.
As you will understand we are heavily regulated which we embrace as it is important for our customers to have confidence in the casino they are enjoying.
There are a couple of things here I'll address.
1. The verification process is in line with the regulatory requirements. We have a duty of care to our customers to ensure that is being followed. We cannot comment on other casino requirements but can only ensure we follow the guidelines stipulated.
We do process the vast majority of these on the first attempt, but we simply have to reject them if they don't meet the requirements. Obviously where you see any issues or delays please do contact us straight away and we will always look into your enquiry further.
We can improve on our explanation however for why these documents are being rejected and we will look into this immediately.
2. We're a growing business. That creates a dynamic environment as we implement new systems, procedures and guidelines.
Please don't forget - every time we say here "we're going to look into how we fix that in the future" we actually do - meaning the introduction of the above, sometimes to multiple teams. We also have new colleagues joining the organisation all the time as we expand our teams and it does take a while to get people up to speed - that's when mistakes tend to happen. This is also being addressed.
What I can say is that documents are an area we are working on to make it easier for staff to manage.
Rosie