Kahnawake Commission Complaints Service. Troubling experience!

[cazzyjo]

Hello all,

Thank you for approving my account. Not sure if I am posting in the right place or not. Apologies if not.

I've had a really strange/troubling experience with the kahnawake commission complaints service, Im doubting if its real?

Background, I had an account with a site called Boom for about two years. I tried doing a 300 euro withdrawal recently. The processed 150 and took the other 150 and claimed I had breahed all the terms none to man lol, duplicate account, fraud, cheating, loads. When I tried to make a complaint to Boom they just kept copying and pasting the same terms back and would not specify or provide evidence.

I complained to the above provider. After I think 8 days they sent all the attached. I requested a case file and/or any evidence the operator had provided to back up their claims of me breaching every term known to man. They then sent the attached?

Does anyone having experience with this providers complaints service?

 

[maxd]

For many years Kahnawake has been a stellar complaints service and we’ve had no small part in championing their cause. That said, in the wake of the untimely passing of their head of complaints they have pretty much become a closed shop, meaning we’re not seeing anything like the open cooperation we’d enjoyed for a good number of years previously. That doesn’t necessarily mean there is anything wrong with their current service, just that something has obviously changed and they have taken a different path in terms of the service they offer and what that means to those who want to use it or work with it.

Regards,

Max Drayman
Head of Dispute Arbitration & Player Complaints (PABs)

 

[lockinlove]

For many years Kahnawake has been a stellar complaints service and we’ve had no small part in championing their cause. That said, in the wake of the untimely passing of their head of complaints they have pretty much become a closed shop, meaning we’re not seeing anything like the open cooperation we’d enjoyed for a good number of years previously. That doesn’t necessarily mean there is anything wrong with their current service, just that something has obviously changed and they have taken a different path in terms of the service they offer and what that means to those who want to use it or work with it.

Regards,

Max Drayman
Head of Dispute Arbitration & Player Complaints (PABs)

Oh that sucks.

I found them to be the most amazing gaming commission I ever dealt with. I had a couple issues over time and they went above and beyond and went after casinos right away. Sad to see it's changed.

 

[maxd]

Perhaps I should clarify: in the past they were happy to work together on player issues and our discussions were always open and frank. That translated into a speedy, efficient, and mutually respectful complaints process which we, they and players all benefited from. Now it’s more of a mail-slot situation where we pass them the relevant info and they say “thanks” but that’s the end of it. The old two-way communication is history.

To be fair all of the senior executive that we dealt with through those good and productive years have, in rather rapid succession, either moved on, retired or passed away. I presume there is an entirely new crew now and they obviously have a different way of doing things.

There are two kinds of people in the industry these days: those who still value relationships and constructive mutual respect, and those who are running a corporate machine where personal relationships with people outside their corporate environment are basically of little or no interest. Kahnawake — like countless others before them — seems to have transitioned from the former to the latter. And with that change many years of good work and good will have been lost in the churn.

- Max

 

[The Dude]

There are two kinds of people in the industry these days: those who still value relationships and constructive mutual respect, and those who are running a corporate machine where personal relationships with people outside their corporate environment are basically of little or no interest. ...

I could not say this is in better words. Spot on - not necessarily spot on for Kahnawake (I guess we'll be finding out shortly), but it is true for the rest of the industry. One reason why I chose to retire from this business.

 

[cazzyjo]

Well this is all awful news. Poor people.

My experience above unfortunately might be an indication of this commissions attitude to complaints. I have requested any type of case file and/or evidence from the operator again but emails now seem to be bouncing back (I assume I've been blocked).