Update How to submit a complaint: new procedures for PABs

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
HEADS UP! : The PAB system is now GDPR compliant and back online.

Ok, so, we've had a few growing pains setting up a new PAB system to work within our new forums but we've finally got that sorted.

The new system is based on Tickets, like you see in most customer service facilities across the web.

Here is the "new and improved but old fashioned" procedure for submitting a PAB:

The first step is easy peasy: click the "Submit PAB" tab in your nav bar:

xenforo-pabs-submitpab_tab.jpg



Read all the good and highly informative stuff on that page -- please don't ignore the PAB Policies & Procedures -- and when you're ready to give us your details click the link at the bottom:

xenforo-pabs-pab_link.jpg


Now you're looking at your Tickets page. Any Tickets you've created before are listed there but we're interested in creating a new one for your new PAB:


xenforo-pabs-open_new_ticket.jpg

There are, or will be, several type of Tickets but we want to do a PAB so select "PAB: New" from the drop-down box:

xenforo-pabs-category_pabnew.jpg


Fill in the info requested and at the bottom there's a text box where you can describe the problem you are having:

xenforo-pabs-pab_desc.jpg


Finally click that "Create Ticket" button at the bottom and -- if all is well -- you're done!

Let me anticipate something that many of you are likely to encounter: an error pop-up complaining about too much text in the problem description area:

tickets-how-to-7.jpeg


The bottom line is that text box is enforcing a 500 character limit -- roughly 100 words -- on your problem description. We've always asked that people provide BRIEF problem descriptions, hopefully the text limit here will help encourage that.

Finally, you'll see that there is an "Upload a File" button at the bottom. Please don't. If we need further material from you we'll ask for it.

Ok, that's pretty much it. Needless to say if you have any questions, concerns or problems please don't hesitate to say so here.
 
Last edited:

osulle

Paleo Meister (means really, really old)
CAG
mm1
mm4
Joined
Jun 19, 2009
Location
Northern hemisphere
I think this new procedure will make it much easier for players to submit a PAB which is a great thing. Although the old system was good this new one seems less daunting. Well done CM team and Max :thumbsup:
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
I think this new procedure will make it much easier for players to submit a PAB which is a great thing. Although the old system was good this new one seems less daunting. Well done CM team and Max :thumbsup:
This one is an actual ticketing system where the members will be receiving alerts on the status of the PAB. Not so much leg work is involved in this one. :D
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Quick update of the complaints/PAB process: the new system seems to be working quite well. I think complaints are being processed noticeably quicker, largely because we can now track them directly on the site via the ticketing system.

So now it's time to clean up some other PAB-related issues. GourdFollower and I will be redoing the PAB FAQ in the coming week or so to make it more "user friendly" and less of a slog. Hopefully we can come up with something less daunting than its current "Jabba The Hut" format.

If you have comments, suggestions or requests please let me know.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
OK, the new and improved PAB Policies and Procedures ("PAB P&P"? :) ) are live: Player Arbitration Policies and Procedures
And the ticketing system is back online.

I hope everyone will find the new P&P infinitely more "user friendly" than the old, over-long FAQ.

Any questions/comments/concerns? Fire away, I'm ready. :D

I did notice that the "Player Arbitration FAQ" link in the nav bar still points to the old FAQ location. I reckon Bryan will tweak that back into goodness shortly.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
One of the things I did when I re-wrote the old FAQ to become the new P&P was to ditch all the history and explanatory verbiage. When you go from 5000+ words to 800-ish something has got to go. :axeman:

That said some of the old explanatory stuff is worth having around so ...

GourdFollower had the great idea of doing a "post a week" thing on the PAB P&P to explain, elaborate, edify and illuminate P&P-related issues. :thumbsup:

To kick that off I'll start with a little exposition regarding PAB P&P item 1.6 (email addresses):
1.6 - We require that you be readily available for discussion during the course of your complaint being processed so when you complete the complaint form we ask you for a "contact" email address that is neither Hotmail, Yahoo nor AOL. In our experience those services are unreliable for casino-related correspondence. Complaints that fail to respect this requirement will be delayed and/or cancelled.
Over the years this has been one of the most troublesome requirements of the PAB process. Some people don't like hearing that their good old Hotmail address may be semi-borked, some can't be arsed to get a new one just to please the resident PAB police (that would be me :D ), and some folks just don't like to be told what to do.

Believe it or not there were (and are) some very good reasons behind this bothersome email policy of ours, as was explained in the old FAQ section 3.1:
Using email addresses from Yahoo (aka Ymail), AOL, ATT.net or Hotmail is not acceptable: these services often discard casino-related emails, the result being that you may or may not receive emails we send you. They are simply NOT RELIABLE for PAB communications.

The issue with these services — Yahoo/Ymail, AOL, ATT.net and Hotmail — is that they are randomly blocking and/or discarding our emails addressed to you. In our experience these deletions are unpredictable, intermittent and have been going on for 10+ [now 20-ish!] years. Our guess it that it’s their way of discouraging the use of their services for this kind of communications without coming right out and making it an explicit policy.

Please note that this email problem is NOT something you have any control over. It’s done on their mail servers long before the emails ever make it to your Inbox. In other words tweaking your spam filters or whitelists will have no effect on the problem because the deletions happen long before these are ever invoked. The bottom line is that this problem well known to us, hence our insistence on using alternate services.

...

FYI, Google Mail seems to work nicely. GMX.com is good too. There are many, many other free and reliable email services. If in doubt Google “free email services -hotmail -yahoo -AOL” and look for hits where various services are compared. You should be able to find one that suits you without much difficulty. We know, we’ve done it time and time again over the years, you can too. ...
So yeah, we didn't make that policy just to be dickish. We did it because those email services -- I would say "those dodgy, over-managed email services" -- pretty much forced us to.

Fortunately times change, a bit. We now have the ticketing system which is a pretty decent alternative to conducting PAB business by email and, as it happens, seems to be a lot more popular with PABers.
 
Last edited:

pm270

Multiple forum accounts - mc13 in disguise
Joined
Mar 29, 2018
Location
vancouver
WILD TORNADO
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Support Agent 2 11:47:20 am


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Phung Nguyen 11:49:37 am


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Support Agent 2 11:52:33 am


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Phung Nguyen 11:52:47 am


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Support Agent 2 11:56:11 am


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Phung Nguyen 11:59:52 am


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Support Agent 2 12:02:16 pm


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Phung Nguyen 12:02:37 pm


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Support Agent 2 12:04:15 pm


You already got the answer for your request - we can't offer any free bonus for you at the moment. All the bonuses you can see at casino website, tab "Promotions":
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Phung Nguyen 12:04:45 pm


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Support Agent 2 12:05:19 pm


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Duration: 23m 37s
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
WILD TORNADO
Support Agent 2 Wed, 02/13/19 11:41:45 am America/Vancouver


Hello. How may I help you?





Phung Nguyen 11:42:11 am


hi i just made a deposit can i get free spins with it pls





Support Agent 2 11:44:33 am


What kind of bonus you mean? All the actual bonus offers presented at our official website





Phung Nguyen 11:45:26 am


any thing you can give for the deposit i made today
free spins is fine to





Support Agent 2 11:47:20 am


You already played your deposit. Unfortunately, we can't offer you any bonuses or free spins at the moment. Our bonuses you can see at the website





Phung Nguyen 11:49:37 am


oh whats really
i didnt know that though
can you give me an excemption to this pls





Support Agent 2 11:52:33 am


I am sorry, I cannot credit your account with a free bonus or free spins this time.





Phung Nguyen 11:52:47 am


oh comeon
its not like i didnt deposit today
i did i just forgot to check if i get any free with that deposit...i also thought its should be automatic for the free spisn since i have asked for bonusesbefore i made my deposit..





Support Agent 2 11:56:11 am


We can't offer anything free for you as we said before





Phung Nguyen 11:59:52 am


well its not like it is really free that im asking you im asking because i made a deposit like 10 mins ago and lost that fast...
that is why im asking for free spins for MY DEPOSIT..
can you put me with the manager incharge please
im asking you nicely i hope you cooperate nicely to





Support Agent 2 12:02:16 pm


All the questions you can ask here
How can I help you?





Phung Nguyen 12:02:37 pm


but still you
and you dont have power of what im asking





Support Agent 2 12:04:15 pm


You already got the answer for your request - we can't offer any free bonus for you at the moment. All the bonuses you can see at casino website, tab "Promotions":
You do not have permission to view link Log in or register now.






Phung Nguyen 12:04:45 pm


holy i just made a deposit and i cant get anyfree spins eh
whats your name





Support Agent 2 12:05:19 pm


As far as I can see, our conversation has reached a dead end. You already got the answer.
Therefore, we have to close the chat to be able to help other players.
Thank you for understanding.






Duration: 23m 37s
Why have you posted that? To show the crap customer service have to put up with on a daily basis?
 

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