Disclaimer: I was one of the other person (I guess we were two?) who received $100 from Duckdice to review their reputation. I gave my best to stay neutral and be blatant.
DuckDice has refunded full initial deposit amount - 2 BTC
Ref:
https://help.duckdice.io/hc/en-us/articles/360007748833-DuckDice-scam-bonus-accusationAccording to DuckDice, the bonus cancellation feature was poorly tested and obviously it was. Hence, in my opinion the user Ozafejyw782 had all the rights to get angry especially when he had all these good numbers in his account. If it was me then I would feel angry too.
The winnings (stake includes the bonus) were in question. There were no way we would know how much he would win or loss if he did not have the bonus claimed. We will never know about it too. To have a good finish of the case the most important outcome for DuckDice would have - to have a decent satisfied happy ending from the side of the client.
Returning the initial despite was indeed a good solution for DuckDice but they could add some incentive to the user to make it satisfactory for the unhappy customer. After all he was the reason they were able to discover the bug. If they would do then we would not see the accusation at all.
Yesterday, I have made a small withdrawal request to Monero of about 0.1 XMR which is 26-27 USD...nothing important. But I have received notification that for security reasons my withdrawal went to some security review or something like that. Who cares... I have logged off.
In this case DuckDice could have better customer handling. I do not see it's the amount was in question but the nick (by the customer) was not tolerable. In naked eyes you can spot so many things but before accusing anyone as an alt of another account, you need solid proof. Abusive name type for more than one account, can not be a proof. They could be indeed two different persons.
You can easily mark some words or usernames as ban-able and never allow anyone to use them. If you do not have a panel for blocking abusive words and usernames then you might consider one. It's a very useful feature to prevent this type of unpleasing events.
What have you done with those XMR since in my understanding the client closed his account and never withdrew it. What are your terms in this kind of cases? What do you do with this money since this is not yours at all.
While this user’s withdrawal went under review, he has received his withdrawal after a few hours.
Case:
https://bitcointalk.org/index.php?topic=5144652.0I do not see any post by the user that he received his withdrawal assuming after receiving the funds he never bothered to post again?
Anyway, in this case you had an angry impatience customer in my opinion. 8 to 12 or even 24 hours time for a review should be very normal. Furthermore I see the great game-protect was posting on that thread so things might looked a bit harsh at that time. GP is always troublesome to be honest.
Basically, we had an issue with our system which meant our rain bot rained an extraordinary 3.11 btc to 10 users.
I think the first thing you should have in your priority list is to fix the bugs you have in your system. Good to know that the user came to a peace.
The rest two seems the usual accusations from unhappy clients. One was about up to 10% loseback and anther seems resolved. This kind of things can happen when you are running a business. But it all resolves when you have a good terms and conditions, and the clients are aware about it.
The conclusion:
It took me few days to review all the above topics and understand the situations for individual cases. And to write this post it took me few more days too. While I was reviewing all the above accusations I was able to find some missing links or better say lack of some executive steps that were causing much trouble to the business.
1. I understand that your main problem is the bugs in your system. It's not that your intention is bad (not to pay the clients and things) but most of these problem came from the bugs you have in your system. For example: The deposit bonus bug, rain bot issue etc
2. In some cases some poor customer service. Example: In the child abuse case the customer service guy could handle it better way. It would not harm just to say that we do not like your nick or this is abusive nick hence we are refusing to serve you.
3. Banned username and abusive words: Your system does not have such feature. The child pornography case wouldn't exists if you have this feature at the beginning.
4. Not reviewing the terms when adding new features or promos: My understanding is that you are also not updating your terms when you are launching a new promo or features in the system and as a result you are ending up with some unhappy clients.
Overall I think your service can be improved if you consider above missing features to be added and also be a bit more polite and patience when you response to an unhappy client. Running a business is not much easy, you will have good and bad times but all it matters at the end what impression you are giving to the community. I think you are trying your best to bring value to your clients, there are no lack of good intentions but unfortunately this is not playing enough for you. You need more efforts, some little changes and you will be good. Good luck.
Show Posts
.
