MaltesePlayer
Experienced Member
- Joined
- Jun 21, 2017
- Location
- Neverland
Hey guys, I'm a new member and have recently noticed a few thread going around discussing RG Issues and how a company should react to them. Seeing that I work as a CS agent in the industry (and have dealt with RG issues solely at one of the companies) and have been taught how to deal with RG Issues, I thought I'd clear a few things up on the CS Side point of view.
1) ALL CS agents are taught to learn to recognise Problem Gamblers and the main causes behind it.
2) ALL CS agents should or at least everywhere I have worked have the discretion to close the accounts for any customer (not via self exclusion but at least game play and transactions) until the situation can be reviewed.
3) ALL CS agents should immediately close or disable any account where a customer has advised the agent through chat or email that they either suffer gambling issues or at any point mention that they want their funds refunded, that they're in a position to lose any material property, social relationships, cause bodily harm to self or others, impact others.
4) ALL CS agents should provide players with the relevant information on who to contact for help.
It's a small start to the thread as currently not in a position to write a larger one but I wanted to post the main points which one should consider when debating or discussing topics related to someone mentioning issues related to problem gambling / self exclusions.
I would like to hear anyone else's comments regarding this and I'll be happy to try to answer anything you ask from a CS point of view on the topic.
1) ALL CS agents are taught to learn to recognise Problem Gamblers and the main causes behind it.
2) ALL CS agents should or at least everywhere I have worked have the discretion to close the accounts for any customer (not via self exclusion but at least game play and transactions) until the situation can be reviewed.
3) ALL CS agents should immediately close or disable any account where a customer has advised the agent through chat or email that they either suffer gambling issues or at any point mention that they want their funds refunded, that they're in a position to lose any material property, social relationships, cause bodily harm to self or others, impact others.
4) ALL CS agents should provide players with the relevant information on who to contact for help.
It's a small start to the thread as currently not in a position to write a larger one but I wanted to post the main points which one should consider when debating or discussing topics related to someone mentioning issues related to problem gambling / self exclusions.
I would like to hear anyone else's comments regarding this and I'll be happy to try to answer anything you ask from a CS point of view on the topic.
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