snuf419: I asked you for your details in order to investigate why this happened and how we can prevent it from happening again. I have a suspicion why but cannot confirm it unless I have a look at your account. That still does not make us "scum". Although I cannot check anything without your information, I have no recollection or account of any communication with you that gives you any reason to make such statements against Fortune Lounge or myself, personally.
Petunia: My statement was not provocative. You simply do not come into a forum, call someone "scum" and then do not co-operate to get the issue resolved or give the casino operator a decent, fair chance to reply. The only response from snuf, since, has been a personal attack on myself. Without any details from him, I cannot explain to forum members what happened or why it happened and nobody can learn from the experience. I do not only have a responsibility towards snuf but also to all of our players and members of this forum who read his post. Chuchu59 has already responded to my request and I am investigating his issue.
We have always regarded forums as a good opportunity to listen to what players are telling us and to use the information to improve the service we deliver. To this extent, forums - and in particular this one - have made a valuable contribution to us changing the way in which we operate and this has had a positive impact on our players. By doing this the players have benefited, we have benefited and forum members could get the feeling that their issues would be addressed and that there is value posting in a forum.
Malicious name calling and slanderous personal attacks do not serve any purpose and make operators reluctant to participate in these forums. Our view, and certainly mine, has always been to address forum issues with utmost integrity and to ensure that forum participants get the true story - whether we are right or wrong. Forum readers have the right to this and they have the right to make decisions for themselves. If we are not given the opportunity to investigate and state the facts, there is simply no point for us in participating in these forums.
Casino operators are not obliged to take part in these forums or to handle player complaints passed on by moderators. The ones that participate in these forums do so because they have a genuine concern for what players are saying and because they sincerely want to improve the player experience. There are enough industry watchdogs and organizations such as eCogra that will ensure player issues are attended to and that the player remains protected. We have a real obligation towards them to deal with these issues. Appreciate the participation of casino operators in the forums and show them the same courtesy you expect for yourself.
VP Operations
Fortune Lounge