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maxd
Complaints (PAB) Manager
- Joined
- Jan 20, 2004
- Location
- Saltirelandia
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We took the case to the casino and they refused to discuss it for 'the player's security'. Aside from that fact that there was no reason or justification given for this we asked if they would proceed after the player gave them explicit permission to discuss the case with us. They repeatedly replied:
As part of our security and privacy procedures, we will only discuss details of a user's concern with the account owner.
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There is no justification for the casino to refuse to discuss a player's case with us, especially after a player has repeated tried to raise the issue with the casino directly. We are certified arbitrators, have been handling player complaints like this for almost 20 years and our complaints service is well known throughout the industry. Where the player is willing to give them explicit permission to discuss the case with us there should be no further barriers to doing so.
The casino is of course free to chose not to talk to us about player complaints, but it has nothing to do with 'security and privacy' and everything to do with avoiding being accountable for their actions against their players.
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