I’ve now had the discomfort of having read through this entire thread. From what I see there were some slowdowns in Lottomart’s processes which was openly declared and apologised for by the rep more than once. In response to his several candid, informative and restrained responses he gets things like this fired at him as if he was some low-life clip-joint operator caught with his pants down:
... most of the time people do send back what requested from them as they want to get paid ASAP. ...
You have no clue if this is true or not. In fact it seldom is true: for instance in our PAB work players can take days, weeks or longer to answer the simplest questions when it was them that came to us in the first place and we’re trying to help them get their money (or whatever). Speculations like this ought to be prefaced with “I would think” and ended with “but I really have no clue and am only guessing”.
I respectfully suggest that you show a little respect for the rep’s willingness to be here to help. Harassing them endlessly because you want something faster than you are getting it is not an option. As the rep himself has said, why should he (or any other rep) be here if all they’re going to get is shit and abuse from impatient, rude and ill-informed players? Simple, they won’t, and then you’ll have no reps here to help.
The reps don’t have to be here, they volunteer their time to do so because it helps players like you and in doing that it helps their business. Please remember that in your future dealings with the reps here at Casinomeister.
… This ‘enhanced’ verification is new to me despite playing for years at fully licenced uk casinos. Never had it once. So presumably it’s a lottomart thing and not a UKGC enforced procedure? ...
I don’t doubt that you are an experienced player and are well familiar with the circumstances surrounding your level of play. That does not make you a casino expert with detailed insight into the circumstances surrounding cases that have little or nothing in common with your experience. The reps are here to help and they have every reason to be pissed off when that offer to help turns into a 3rd rate grilling by someone who has little or no actual knowledge of issues at hand. EDD
is a thing whether you’re familiar with it or not; automatically assuming that it is something invented by this casino to mess with players is disrespectful and uncalled for.
By all means, feel free to ask for insight into the issues in play, you’ll find that if you’re polite about it the rep will likely be in a position to enlighten you, as this rep has done several times throughout the course of this discussion.
… Your tone is awful for somebody who works in customer service.
There have been several valid points raised through the course of this thread, but you've only responded to the easier ones, shall we say. ...
I’m not sure where you got the idea that this rep or any other is a fair target for your attacks but you are mistaken in that. Your respect toward this rep or any other is required and not optional: if you can’t be respectful then take it somewhere else. Openly and routinely disrespecting the reps is not welcome and will not be tolerated.
As to your accusations against this rep: not only are you quite wrong — the rep answered pretty much every question asked of him, and politely in spite of the provocations — but you appear to think that this is a game of “smack a rep” which you are free to play. See above: respect the reps or shove off.
I could repeat a bunch of what the rep has already said but what’s the point? Enhanced Due Diligence is a thing and is here to stay, thanks to the UKGC rules. Yes it takes time — sometime months if things are going badly — and nobody likes it, obviously. Railing against the rep and telling him “how it is” is not going to change anything and has proven more than once in this thread to be little more than an opportunity for the dogmatically misinformed to embarrass themselves.
- Max
