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[Slow death]

Aside scams the AML laws enforces the casinos to abide by these procedures of ensuring censorship and monitoring of how each customers are making withdrawals and when it happens that there's a bulk of funds withdrawal attempts that seems suspicious they immediately initiate a KYC call on the customer to pass. And it's all automated in the system that most of these requests doesn't have to be done by any human but bots.

I believe we've all asked ourselves this question at some point: when an online casino detects suspicious activity like money laundering on a client's account, where does the casino report it? Because I've never heard where the casino reports it. All I hear is that the casino blocked the user's account and froze all the funds in the user's account, and then the matter is never discussed again. Now that people go through KYC (Know Your Customer), which means casinos have real data on people, casinos have real names and physical addresses of clients.

Therefore, reporting to the police in the person's real country isn't very difficult. But I keep wondering, why don't they do that? It's something I've always wondered. Another point concerns when clients have their accounts frozen without valid reasons; the licensing provider does nothing. They don't respond to customer complaints, much less take any legal action against the casino.

I've also never heard of a casino saying that the licensing provider is conducting periodic inspections to see if the casino complies with all the licensing provider's rules. I've been wondering, what is the real point of KYC? What kind of real advantage do customers have? It seems to me that the governments only ordered casinos to ask for KYC but didn't think much before giving those orders.

[MainIbem]

I don't know why casinos don't take their time to train their workers before employing them or employ someone that have adequate experience in the business. Casino is not a small company if you compare them with other companies like exchanges and it is their duty to employ someone that is smart and responsible to work to the satisfaction of the users, giving them rating to know the employees that are doing well in their work duty and the ones that are not trying at all.

I don't know either but hopefully, casino can pay attention to this matters so they can have better supports. If their supports can helps members with their knowledge without giving much time to members waiting for the answer, that will gives satisfying to members.  Casinos as a business needs to gets satisfaction of the members so more members will be loyal to casinos. Casinos can also rewards their supports that can works well and makes their members satisfy with their helps.

They have themselves to blame if someone without experience ruin their reputation, Casino should joke with strategic areas of their business line the customer care support and so, that's why it's very important that they employ workers with high level or experience in different strategic areas or train them to be equal to the task. Some of them just employ cheap labour to save cost but it comes with big disadvantages that could ruin the business.

[GiftedMAN]

They have themselves to blame if someone without experience ruin their reputation, Casino should joke with strategic areas of their business line the customer care support and so, that's why it's very important that they employ workers with high level or experience in different strategic areas or train them to be equal to the task. Some of them just employ cheap labour to save cost but it comes with big disadvantages that could ruin the business.

A good casino understands the importance of having an experience staff in their business it you ask me I think every area needs an experienced person who understands how to follow up the customers in the case of certain issues, if they have workers with lack of technical know how it's going to affect the business of the company because customers will definitely complain over the case of unresolved matters. Employing a cheap labour is not bad but if they must work then educate them so they won't drive the customers away.

[Gentle_Soul]

Aside scams the AML laws enforces the casinos to abide by these procedures of ensuring censorship and monitoring of how each customers are making withdrawals and when it happens that there's a bulk of funds withdrawal attempts that seems suspicious they immediately initiate a KYC call on the customer to pass. And it's all automated in the system that most of these requests doesn't have to be done by any human but bots.

I believe we've all asked ourselves this question at some point: when an online casino detects suspicious activity like money laundering on a client's account, where does the casino report it? Because I've never heard where the casino reports it. All I hear is that the casino blocked the user's account and froze all the funds in the user's account, and then the matter is never discussed again. Now that people go through KYC (Know Your Customer), which means casinos have real data on people, casinos have real names and physical addresses of clients.

Therefore, reporting to the police in the person's real country isn't very difficult. But I keep wondering, why don't they do that? It's something I've always wondered. Another point concerns when clients have their accounts frozen without valid reasons; the licensing provider does nothing. They don't respond to customer complaints, much less take any legal action against the casino.

I've also never heard of a casino saying that the licensing provider is conducting periodic inspections to see if the casino complies with all the licensing provider's rules. I've been wondering, what is the real point of KYC? What kind of real advantage do customers have? It seems to me that the governments only ordered casinos to ask for KYC but didn't think much before giving those orders.

You are right this should have been a useful tool from the kyc registration, when it comes to times like this when there are fraudulent activities on an account and the account is blocked by the casino kyc comes into play it becomes a point where the casino can actually relate this informations about the situation of things to the appropriate authorities, but if that is not the case then it's even rather pointless to under kyc. And then it brings me to a question which is, what happens to the funds frozen in the suspected accounts by this casinos.

[virasog]

A good casino understands the importance of having an experience staff in their business it you ask me I think every area needs an experienced person who understands how to follow up the customers in the case of certain issues, if they have workers with lack of technical know how it's going to affect the business of the company because customers will definitely complain over the case of unresolved matters. Employing a cheap labour is not bad but if they must work then educate them so they won't drive the customers away.

Every casino (or business) will prefer cost-cutting in order to manage the operations, but that should not affect the overall performance of the casino. Sometimes, if you want to get better results, you need to invest in manpower. Initially hiring good staff for the casino may involve extra cost, and it might seem a burden on the casino paying high wages to talented staff, but over time, due to good management of the casino, the userbase may increase, resulting in good profits generation from the casino, and maybe that's a secret to success. 

[CryptSafe]

Exactly, some support can provide wrong information especially regarding terms that commonly being subjective when interpreted by reader.

ToS always governs while support word can be wrong which means it’s always a good habit to verify on our own the exact terms. There’s also some situations that ToS changes without any notification to players.

I do have a habit of checking the ToS before I made deposit just to make sure my money is safe once already deposited in the casino.

In as much it is advisable to not rely on support, you will agree with me that support is also very much important when it comes to reaching out to the casino because in some cases, a complaint might attract the attention of the core team member to attend to you because your case might be that exact type that needed such attention which supersedes the support of the online customer care service agent. 

Verifying from the ToS is also better because a constant and regular checkups on it could keep you informed and abreast of the casino activities in time if they want to act smart because casinos always state it there that they could change their ToS on their own discretion which means they don't owe you any explanations for that so it is best you constantly check it out since you use their platform regularly. So as a smart player, it is good you constantly do a check on ToS before you deposit and play with a casino so as to be on a safe side.

I’m with you on this. It’s just some support is just outsourced which @Khaled pointed out that’s why it’s very hard to fully rely on them especially on matter that will result to ToS violations.

I read before on some gambling ANN thread here that supports give different response on same question that shows how inconsistent they are based on the support handling your chat.

A good support usually add a reference link that will redirect to ToS whenever he/she gives an answer.

When it comes to ToS and technical matters, support only conveys complaints to the team to handle, and whatever team feedback they get is what they give as a reply or response to the customer or player, although support helps to assist in minor issues that are within their capacity, but to some extent, they do help to make sure the casino is well representetd online by communicating in a politely, friendly and ammicable manner to the community because they represent the casino out there and whatever they do determines if the customer or client would kee coming and this is why casinos do employ good and experienced communicators to handle their online support system for them.

[CroverNo01]

They have themselves to blame if someone without experience ruin their reputation, Casino should joke with strategic areas of their business line the customer care support and so, that's why it's very important that they employ workers with high level or experience in different strategic areas or train them to be equal to the task. Some of them just employ cheap labour to save cost but it comes with big disadvantages that could ruin the business.

A good casino understands the importance of having an experience staff in their business it you ask me I think every area needs an experienced person who understands how to follow up the customers in the case of certain issues, if they have workers with lack of technical know how it's going to affect the business of the company because customers will definitely complain over the case of unresolved matters. Employing a cheap labour is not bad but if they must work then educate them so they won't drive the customers away.

No doubts for what you both have already said but on the other hand, even if the casino wants to employ cheap Labour, they should always try as much as possible to always run seminars for their workers and this will help keep them updated of their expectations in the various field thy would be functioning.

As an expected worker who knows the area he or she would be hoping to work in, it is best that you always try to keep yourself equipped with the latest happenings and skill required for the task as this will always be help to make your work easier for them.

[michellee]

They have themselves to blame if someone without experience ruin their reputation, Casino should joke with strategic areas of their business line the customer care support and so, that's why it's very important that they employ workers with high level or experience in different strategic areas or train them to be equal to the task. Some of them just employ cheap labour to save cost but it comes with big disadvantages that could ruin the business.

Right as they hire their people by selecting them without knowing how they works. Support system is the place that members will go if they have a problem and if the support don't have much knowledge about the site, they can't help members and just leave bad rating to the casino. If hiring them with lower payment is their reason, they should change that and search only for qualify workers and with a good payment to them so they can works best.

[GiftedMAN]

A good casino understands the importance of having an experience staff in their business it you ask me I think every area needs an experienced person who understands how to follow up the customers in the case of certain issues, if they have workers with lack of technical know how it's going to affect the business of the company because customers will definitely complain over the case of unresolved matters. Employing a cheap labour is not bad but if they must work then educate them so they won't drive the customers away.

Every casino (or business) will prefer cost-cutting in order to manage the operations, but that should not affect the overall performance of the casino. Sometimes, if you want to get better results, you need to invest in manpower. Initially hiring good staff for the casino may involve extra cost, and it might seem a burden on the casino paying high wages to talented staff, but over time, due to good management of the casino, the userbase may increase, resulting in good profits generation from the casino, and maybe that's a secret to success. 

You are right, but I think before the casinos starts operations they ought to have put certain things into consideration like the number of staff they will be using to run their business, the amount they would be paying in salaries and the profit they will make not minding if they are new or not if they decide to manage their finance by employing untrained staff it's going to be a loss to them in the future. They should better work with few well trained staff instead of managing many untrained staff that wouldn't be effective in the job.

[Hazink]

They have themselves to blame if someone without experience ruin their reputation, Casino should joke with strategic areas of their business line the customer care support and so, that's why it's very important that they employ workers with high level or experience in different strategic areas or train them to be equal to the task. Some of them just employ cheap labour to save cost but it comes with big disadvantages that could ruin the business.

Cheap labour to save costs, even if the casino is starting up new and there is a need to save costs, if they hire a customer support agent who is not experienced in the line of business, they can take it upon themselves to train and test the person first before sending him to the feed.

Experience is not just got by the individual staying one place, and proper orientation to this support provider can help them know how to attend to customers in terms where they don't have idea of what the customer is asking of instead of providing information that don't collab with the policy of the casino.

[Fivestar4everMVP]

They have themselves to blame if someone without experience ruin their reputation, Casino should joke with strategic areas of their business line the customer care support and so, that's why it's very important that they employ workers with high level or experience in different strategic areas or train them to be equal to the task. Some of them just employ cheap labour to save cost but it comes with big disadvantages that could ruin the business.

A good casino understands the importance of having an experience staff in their business it you ask me I think every area needs an experienced person who understands how to follow up the customers in the case of certain issues, if they have workers with lack of technical know how it's going to affect the business of the company because customers will definitely complain over the case of unresolved matters. Employing a cheap labour is not bad but if they must work then educate them so they won't drive the customers away.

You are absolutely right, any business at all, not just gambling casinos, requires people with good experience in running that business especially for companies, this is very crucial and as common as this may seem to the ordinary mind, this might be the pillar that keeps the company standing because in every situation, those who are experienced in that areas already know or have an idea of exactly what to do to resolved any type of issues from that area.

I've worked with a company where the MD will always organize training for the staffs of the company, that is, professionals from other bigger companies are paid and invited to come train us who are working in this present company and it always feels good because gaining more knowledge in your area of expertise installs confidence.

So, every casino with a management that has long term vision and a determined desire to become one of the big casinos in the gambling industry must invest in experienced workers even down to their customers service personnels because keeping customers happy is the way to have them coming back again and again to play on that same casino.

[Barikui1]

Experience is not just got by the individual staying one place, and proper orientation to this support provider can help them know how to attend to customers in terms where they don't have idea of what the customer is asking of instead of providing information that don't collab with the policy of the casino.

We are emphasizing on experience of the customer service as if it's everything, because even those that are now experienced where once a new person in the past, so l believe that as long as the said person knows his job and what is required of him, he wouldn't have any trouble in doing the right thing when he is on duty, and if their is anything or questions he can't handle, the logical thing to do is to tell the customer to stay on the call and hold on, and he will use that opportunity to enquire from his senior colleagues, so it only needs a common sense to know that you should ask your senior colleagues anywhere you feel lost, since he wouldn't be the only customer support personnel working in the casino or form.

[Rockson1]

A good casino understands the importance of having an experience staff in their business it you ask me I think every area needs an experienced person who understands how to follow up the customers in the case of certain issues, if they have workers with lack of technical know how it's going to affect the business of the company because customers will definitely complain over the case of unresolved matters. Employing a cheap labour is not bad but if they must work then educate them so they won't drive the customers away.

You are correct and infact that should be of utmost important to casinos because having incompetent staffs can cause casinos a lot, casions are business and I believe that every business owner understands that once people that patronize their business begin to notice some lapses, it lead them to lose their value, patronage h which of course they know what it means, this bring us to the need for casinos to organize a review campaign from time to time, review is targetted at getting sincere response from users which will help the casino to improve the areas they are not doing well.

[Wakate]

They have themselves to blame if someone without experience ruin their reputation, Casino should joke with strategic areas of their business line the customer care support and so, that's why it's very important that they employ workers with high level or experience in different strategic areas or train them to be equal to the task. Some of them just employ cheap labour to save cost but it comes with big disadvantages that could ruin the business.

Right as they hire their people by selecting them without knowing how they works. Support system is the place that members will go if they have a problem and if the support don't have much knowledge about the site, they can't help members and just leave bad rating to the casino. If hiring them with lower payment is their reason, they should change that and search only for qualify workers and with a good payment to them so they can works best.

Most of all these support jobs like employing people that have the experience and that have done the work before than new fresher that have not experienced but ready to learn and adapt as much as possible.
There are people that have more than one support job they are doing at the same time and these people are known to be double tasking everytime which can be a reason for their lapses not having the knowledge about the casinos TOS they are working for.

[Itz-prisigold]

We are emphasizing on experience of the customer service as if it's everything, because even those that are now experienced where once a new person in the past, so l believe that as long as the said person knows his job and what is required of him, he wouldn't have any trouble in doing the right thing when he is on duty, and if their is anything or questions he can't handle, the logical thing to do is to tell the customer to stay on the call and hold on, and he will use that opportunity to enquire from his senior colleagues, so it only needs a common sense to know that you should ask your senior colleagues anywhere you feel lost, since he wouldn't be the only customer support personnel working in the casino or form.

I understand what you're saying. I also see why you would say experience is not something that people are born with and starting somewhere is an important point. However, I think experience is more complex than just knowing the job and using your common sense.

In a casino, customer service can be tricky, it is not just about answering questions, handling sensitive situation is involve too. Things like payments, disputes, bonuses, account restrictions, and even frustrated users, these are actually the areas where small mistakes or wrong words can cause more issues. These types of issues can cause a lot of problems for both the player and the platform.

Just ask a senior if you are stuck sounds very good in theory, but in real practice it doesn't always go smoothly. Response time is very important. Customers hate to be kept on the phone, especially when it comes to money. If it happens too often, it gives the impression that the platform is disorganized.

There are a lot of things for me that is more important than if a person's is new or experienced, and that is how prepared that are before facing real users. People can be new and still do well at the job if an organization has properly trained, tested, or given clear guidance. New people can look stupid if the organization has not given them the right information.

[JoyceBTC]

This can be very hilarious reading some comments here! How possible could it be that a casino support does not know the terms of service of the casino he is working for? The reality can be very surprising if the support is newly employed and have no experience at all about what he needed to know when working as support that gives answers to users queries.

It is possible for the support to miss some items in their TOS considering how bulky the TOS can be sometimes.  They are humans that can make mistakes so anything is possible. I have experienced a case where the support gave a wrong reference to their TOS and it took a second check for us to come to the same page. If you have visited support of different platforms, you will notice that some questions are being directed to people higher in the team, that is because the support cannot act on such matter due to their understanding of what their TOS says about such matters. So it is possible for support not to understand everything about their TOS.

Mistakes are bound to happen to anyone whether you are working as a support or working in the health sector to save lives.
Anyone can make a mistake or forget some certain things they have learnt all their lives.
Yes casino TOS can be very bulky and it takes someone that is already used to it to remember every details in the TOS, letting people know about it by directing them to continue to follow and be guided by it.

Yes people are bound to make mistakes, but don’t you think some mistakes are unnecessary? Especially when it has to do with a work you are still doing, not like it a work you’ve left for sometime.
Support teams that discuss with customers are meant to learn everything on their TOS and there is no excuse to say it bulky or not.
Definitely they won’t learn everything one day, even on the job they keep learning, but it good they have a good knowledge of their TOS as staffs representing a company.
If a support team is being asked a question that they can’t answer or sure of, it better to ask the customer for some minutes to confirm, then quickly confirm from their colleague or superiors, then quickly call the customer back to give feedback instead of giving a wrong response. It is simple that way and not everybody knows it all.

[OcTradism]

If a support team is being asked a question that they can’t answer or sure of, it better to ask the customer for some minutes to confirm, then quickly confirm from their colleague or superiors, then quickly call the customer back to give feedback instead of giving a wrong response. It is simple that way and not everybody knows it all.

Companies actually have that internal training for their staffs including customer support staffs. Companies have customer support team and staffs in that team but they have internal line among their company's teams so that they can have direct lines for contacting and discussing with each other including how to answer questions from customers.

If a customer support staff is unsure about any question, they can bring it to the internal group that has different teams there like Security team, Compliance team, ... and there will be an answer to be given to customers accurately.

[ARTOIS]

This can be very hilarious reading some comments here! How possible could it be that a casino support does not know the terms of service of the casino he is working for? The reality can be very surprising if the support is newly employed and have no experience at all about what he needed to know when working as support that gives answers to users queries.

It is possible for the support to miss some items in their TOS considering how bulky the TOS can be sometimes.  They are humans that can make mistakes so anything is possible. I have experienced a case where the support gave a wrong reference to their TOS and it took a second check for us to come to the same page. If you have visited support of different platforms, you will notice that some questions are being directed to people higher in the team, that is because the support cannot act on such matter due to their understanding of what their TOS says about such matters. So it is possible for support not to understand everything about their TOS.

Mistakes are bound to happen to anyone whether you are working as a support or working in the health sector to save lives.
Anyone can make a mistake or forget some certain things they have learnt all their lives.
Yes casino TOS can be very bulky and it takes someone that is already used to it to remember every details in the TOS, letting people know about it by directing them to continue to follow and be guided by it.

Yes people are bound to make mistakes, but don’t you think some mistakes are unnecessary? Especially when it has to do with a work you are still doing, not like it a work you’ve left for sometime.
Support teams that discuss with customers are meant to learn everything on their TOS and there is no excuse to say it bulky or not.
Definitely they won’t learn everything one day, even on the job they keep learning, but it good they have a good knowledge of their TOS as staffs representing a company.
If a support team is being asked a question that they can’t answer or sure of, it better to ask the customer for some minutes to confirm, then quickly confirm from their colleague or superiors, then quickly call the customer back to give feedback instead of giving a wrong response. It is simple that way and not everybody knows it all.

Actually most of the outsourced live chat agents (who are usually juggling ten chats at once via a third party BPO) don't memorize these rulesand their actual job is just to paste a generic link to the FAQ or hand out a $1 free spin to keep you gambling

[Promocodeudo]

Mistakes are bound to happen to anyone whether you are working as a support or working in the health sector to save lives.
Anyone can make a mistake or forget some certain things they have learnt all their lives.
Yes casino TOS can be very bulky and it takes someone that is already used to it to remember every details in the TOS, letting people know about it by directing them to continue to follow and be guided by it.

I have not seen anyone here engaging in argument with you on what you have written about mistake but you are the one sounding as thigh you're making excuses for people, let's say you're right, some mistake sometimes defines how  careless some persons are with everything they do.
I know you have heard about that phrase many of use, ignorance is not an excuse in the eye of the law, whether you remember Casiono Tos or not I don't think that it is casinos problem, it yours but until you get yourself trapped by the same Tos you neglected then you'll understand that you're on your own.

[michellee]

Most of all these support jobs like employing people that have the experience and that have done the work before than new fresher that have not experienced but ready to learn and adapt as much as possible.
There are people that have more than one support job they are doing at the same time and these people are known to be double tasking everytime which can be a reason for their lapses not having the knowledge about the casinos TOS they are working for.

It will really helps members to ask for help from the supports if they can handle the case with care. Members don't like waiting for some time just to meets supports. They can feels sad knowing that supports needs more time to answer their question.

Having good supports will gives confident to members that they don't have to wait for a long solving their problem. They may recommend the site to their friends as the casino have good services.

It will no problem if support works in more than one casino. If they can be professionals to their jobs, that will not be a problem so they can earn more money from their jobs.