Long one, I know
Kahnawake may not be the brightest star in existence but certainly arent the worst. They showed some improvement lately, for starters their complaint page is now functioning
as it should. I don`t know why is this all happening but from what I have learned first hand, although in silence, issues I presented were resolved. When I say in silence I mean operator with which I had issues suddenly starts accepting my reasoning, which was good from the beginning, and offers some compensation or deal with the issue promptly.
Another thing, from experience again, KGC license agreement looks great on paper compared to those of Isle of man, not to mention Cyberluck and similar, and there are numerous clauses that protect player and also give player certain rights. When I called upon some of those rights given to players by KGC license, support of some establishment with which I had issues might give negative response in the beginning when communicating through email, but I noticed biggest change in behaviour from support stuff on live chat after insisting on those "rights".
For example, I asked certain Playtech operator for slots history with all the data on spins in some readable format txt,doc, (this was some time ago) and received negative response not once but several times. Answers like, we don`t have them and when I told them that this is non sense and that they must have them they told me they cannot export those histories to file because software they use does not have this option. Then I sent them email saying that this is non sense too that they must have this option and in 3rd attempt (3rd attempt since they told me that they cant export it to file) I got answer saying that they are not obliged to give me that info and that it would compromise their security. I sent them another request telling them how much nonsense this entire thing is and started quoting KGC license agreement. In first email after I started quoting KGC I noticed slight change, their first response was something like (have everything archived if someone wants specifics) "Yes we have histories but at this moment we are unable to send them to you". Notice the change in terminology, from "we cant" they changed to "we are unable". At this point I knew I`ll get them and started wondering what will they come up with next. Then they started repeating for couple of times this unable excuse till I demanded to speak with Key manager.
I don`t know how many of you have read KGC license agreement but there is Key manager in every establishment licensed by KGC, 2 of them if i remember correctly, and they are the ones that can lose the most if they are found not to be doing their job. They get manager salaries for start but they also have to pay for licensing, around 10K and if im right annual fees to KGC. Also if they have been found quilty of foul play or not doing their job, which is mostly comprised of overseeing that everything is done according to the license agreement, they can never again be involved with any establishment licensed by KGC.
After that, one more email which said something like our manager is not currently available and is there something with which they can help me, like I was speaking to somebody else from the beginning, I asked them again for slot histories in a file with every single piece of data about every spin, times, combinations etc., and I finally got an answer that they will send them to me but that they need some time to export them. I can live with that as long as you send them and I did receive them after 3 days plus more than 1 week of emailing and talking to live support, which also had some really nice answers like at one point "yes we do" and at the next "no we don`t". Default Playtech live chat, "We are here to help you with deposit, basic help, but don`t ask us for anything else". Let me just say that I did not ask for those slots histories only to check payout percentages and this must have been the reason for their denial at first and this was from one of the bigger operators on Playtech.
There are other situations where I have succesfully "claimed" my rights as player in KGC licensed establishments but this one was most difficult which did produce result without the need to contact KGC directly at all. From combined experience I noticed that KGC licensees are showing respect to KGC. Nothing like, for example, Cyberluck licensees which don`t give a diddly squat about Cyberluck and one should be lucky to get anything resolved, its entirely up to operator itself.
just my 0.02 SKK on KGC, personally I don`t dislike them at all.