As the Vice President of Player affairs I have received a few emails regarding our customer support.  It’s amazing how sometimes one story can be seen completely different by two different people!

We had a case where a player was requested to send in some outstanding documents in order to receive their withdrawal. This might seem like a pain but it’s a preventative security measure plus an E-COGRA regulation.  We never purposefully hassle players with documents but we need to be sure the person we are paying is the player!

Anyway, this woman simply refused to send in documents. She didn’t really understand that the documents were required to receive the winnings but thought it was a stall tactic not to pay! Once she had decided to not send them in, no amount of explanations could change her mind. Therefore she thought our support service was terrible and non cooperative. To make a long story short, after a 15 minute call we managed to sort out the details and documents and she has since been paid.

I think the lesson learned here is communications. Everyone needs to really learn to listen better and not just see things from their perspective. She was sure we were stalling and couldn’t understand why she wasn’t getting paid. Our support team was getting frustrated because they didn’t understand why she simply didn’t fax the documents…

It’s all about communications..