Ok, I'll admit that's a bit of a click-bait title, but the intention behind it is genuine. Allow me to explain.
In my work in Complaints I find that I'm dealing with a lot more pissed off players than I used to. They often don't get much satisfaction from the casinos they frequent. More and more these players -- and me too when I'm trying to help them -- are hitting brick walls when they seek to have an issue resolved. And that brick wall often seems to be some form of corporate BS.
Perhaps the casino has farmed out their Customer Service to a call center in Mumbai and players are forced to run a seemingly endless gauntlet of CS reps who don't know anything and can't make the decisions necessary to get things resolved. Result? Pissed off customer.
Or the casino has implemented ridiculous KYC rules that have nothing to do with customer safety or satisfaction and everything to do with the casino making the withdrawal process as painful as possible in the hopes that Joe/Jane Average Player will get so frustrated that they just reverse the withdrawal and end up playing their winnings away. Result? Pissed off and poorer customer.
Or the casino's legal department has jumped the shark and forced the CS people to claim that they can't talk to anybody but the player because of "data protection laws". See here for how much bull-crap that is: Casino Industry Myths: The General Data Protection Regulation ("GDPR") - Casinomeister - Forum Result? Player pissed off and issue unresolved.
Or the casino has set up an "internal complaints department" that is supposed to handle all player complaints. This is the old "self regulating" shell game that has been repeatedly proven to be exactly what it is: BS. If there is money on the table at Casino X and a person employed by Casino X is in charge of deciding what happens to that money then the end of that process is fairly predictable: a pissed off customer because most times, one way or another, that money will end up flowing back to Casino X. To the surprise of absolutely no one.
I could go on but I think I've made my point: as the casino industry has become more and more "industrialized" -- as our fearless leader puts it -- the customer has simply become a revenue stream. With few exceptions the personal touch is long gone, the mantra of "customer care" is chanted ad nauseum when the opposite is the norm, and the vast majority of the online casino business has just become a big fat money hoover for anonymous casino group owners and shareholders.
Or maybe that's just my jaded view after 13 years of processing player complaints. Is it? See the poll above and let us know what you think. And feel free to comment below.
In my work in Complaints I find that I'm dealing with a lot more pissed off players than I used to. They often don't get much satisfaction from the casinos they frequent. More and more these players -- and me too when I'm trying to help them -- are hitting brick walls when they seek to have an issue resolved. And that brick wall often seems to be some form of corporate BS.
Perhaps the casino has farmed out their Customer Service to a call center in Mumbai and players are forced to run a seemingly endless gauntlet of CS reps who don't know anything and can't make the decisions necessary to get things resolved. Result? Pissed off customer.
Or the casino has implemented ridiculous KYC rules that have nothing to do with customer safety or satisfaction and everything to do with the casino making the withdrawal process as painful as possible in the hopes that Joe/Jane Average Player will get so frustrated that they just reverse the withdrawal and end up playing their winnings away. Result? Pissed off and poorer customer.
Or the casino's legal department has jumped the shark and forced the CS people to claim that they can't talk to anybody but the player because of "data protection laws". See here for how much bull-crap that is: Casino Industry Myths: The General Data Protection Regulation ("GDPR") - Casinomeister - Forum Result? Player pissed off and issue unresolved.
Or the casino has set up an "internal complaints department" that is supposed to handle all player complaints. This is the old "self regulating" shell game that has been repeatedly proven to be exactly what it is: BS. If there is money on the table at Casino X and a person employed by Casino X is in charge of deciding what happens to that money then the end of that process is fairly predictable: a pissed off customer because most times, one way or another, that money will end up flowing back to Casino X. To the surprise of absolutely no one.
I could go on but I think I've made my point: as the casino industry has become more and more "industrialized" -- as our fearless leader puts it -- the customer has simply become a revenue stream. With few exceptions the personal touch is long gone, the mantra of "customer care" is chanted ad nauseum when the opposite is the norm, and the vast majority of the online casino business has just become a big fat money hoover for anonymous casino group owners and shareholders.
Or maybe that's just my jaded view after 13 years of processing player complaints. Is it? See the poll above and let us know what you think. And feel free to comment below.