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[Franklyn-wood]

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.

Yes the organization who accepts an unprofessional personal into any fields should try as much as possible give him or her the primary break down of what they want the person to do as regarding the position to avoid any form of misconduct that may bring problem ho the company who hired or employed them to work.
I have a similar experience some years ago where I was employed base on urgency, at this time the organization was in a state of confusion as the staff occupying the position I was employed to work at didn't give any prior information just resigned, and there is need for a urgent replacement, so I was employed and giving few break down of my work description. Just after I went to study and do my research to improve more about the work and with time I became perfect in it.

[Sarah Jordan]

That's exactly my problem usually with this casinos I really want to know why its difficult to withdraw your funds when you win a hug amount of money I think all those procedures for withdrawing a huge amount should be part of the casino proceedings and once you have been able to withdraw small amounts then you can also be able to withdraw even when you win a hug amount of money.

The truth is that when it comes to withdrawals in gambling, casinos always want to monitor them. I think they have to monitor withdrawals to prevent scams and to ensure they don’t make mistakes on their end. Casinos have their reasons why withdrawals are not instantaneous; for those that process them quickly, they have already set it up to be automated rather than manual.

The most important thing about withdrawals, no matter the time frame, is that casino customers should be able to make withdrawals without any complications.

It is normal for a casino to monitor their users withdrawals and deposits so their will prevent any attempts of users going against their term and condition. Casinos havs thejr own rules for users to follow so they can be accountable to the government when a user has been known to carry out illegal transactions. Casinos are monitoring all transactions on their system so it will make it easy for them to know who is cheating on their platform and who has multiple accounts.

[Y3shot]

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.

I think every casino that wants the best knows the kind of person who knows the job better. This kind of job requires experience and not just anyone who thinks they can fit into the job.

The support system is one of the important aspects of a casino. When customers' problems are looked into quickly, customers feel comfortable engaging with such a casino, but when the system is not working actively, customers conclude that the casino is unreliable. The support system is something the casino should never neglect but rather strive to improve because it plays a role in the promotion of the casino.

[CryptSafe]

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.

Sometimes, support needs time to get feedback or response from team which is why response from them seems to delay when the complaints or cases are something technical or has to do with indepth investigation. At such situations, support can not do much but to wait till they get or hear from the team in charge of the exact complaints the member has tabled for urgent attention.
This is why most times members needs to be patient with support and casinos because they take their time to do their findings and other activities which would require them some day's or more before they give a feedback to support to reach out to the complainant.

[Donneski]

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.

I think every casino that wants the best knows the kind of person who knows the job better. This kind of job requires experience and not just anyone who thinks they can fit into the job.

The support system is one of the important aspects of a casino. When customers' problems are looked into quickly, customers feel comfortable engaging with such a casino, but when the system is not working actively, customers conclude that the casino is unreliable. The support system is something the casino should never neglect but rather strive to improve because it plays a role in the promotion of the casino.

The truth is from most user’s point of view, customer care support is basically the face of every casino.

 When a customer gets quick and helpful responses, it builds trust their trust and makes them feel comfortable using the platform. However, once support starts to  give vague answers or takes too long before responding to concerns of the customers,  their confidence drops fast. Support is one part of the casino business that shouldn't be taken lightly for any casino company that really want to keep customers.

[Agbamoni]

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.

You sound like you mean humans should be a bag of knowledge, we can't know everything, and even if we know most of the things, there are moments when the brain forgets and can't remember everything. The problem is giving out wrong information. I have been in talks with an admin from one of the popular exchanges. After asking questions, for which he was not certain of the answer, he asked me to wait and went back to make further and proper inquiry before dishing out the answers. A good support doesn't perform like a robot, humans can only know much but not everything.

[adultcrypto]

The truth is from most user’s point of view, customer care support is basically the face of every casino.

 When a customer gets quick and helpful responses, it builds trust their trust and makes them feel comfortable using the platform. However, once support starts to  give vague answers or takes too long before responding to concerns of the customers,  their confidence drops fast. Support is one part of the casino business that shouldn't be taken lightly for any casino company that really want to keep customers.

You are very correct, the support are seen as part of the team of the company and their actions and reactions are taken as that of the business hence the reason companies are thorough in recruiting their staff so that only those who have both the skill and mental discipline to align with their culture are on boarded. If a customer receives poor services from a casino even though the support is a freelance, he might decide to leave the casino without trying to find out who the person is in the business because at that point his anger is against the casino and not the support. It is therefore important for the support of the casino to be knowledgeable as well as have the temperament needed for public services.

[hd49728]

You are very correct, the support are seen as part of the team of the company and their actions and reactions are taken as that of the business hence the reason companies are thorough in recruiting their staff so that only those who have both the skill and mental discipline to align with their culture are on boarded. If a customer receives poor services from a casino even though the support is a freelance, he might decide to leave the casino without trying to find out who the person is in the business because at that point his anger is against the casino and not the support. It is therefore important for the support of the casino to be knowledgeable as well as have the temperament needed for public services.

Customer support staffs and community managers are very sensitive job positions in any company, because staffs who are in charge at such positions have to communicate with customers and user community. It's very sensitive responsibility because customers are different and sometimes, they are too emotional and really hard to support them in peace.

Even customer support staffs are friendly and kindly, some customers still don't feel satisfied and can over react against customer support staffs. Anyway, in any situation, staffs must stay calm, and use polite and friendly words for communication to avoid unnecessary escalation that are harmful for the company reputation.

In addition, information given in answers from customer support staffs need to be accurate for avoiding wrong guides to users which potentially cost them money.

[bitmover]

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.

You sound like you mean humans should be a bag of knowledge, we can't know everything, and even if we know most of the things, there are moments when the brain forgets and can't remember everything. The problem is giving out wrong information. I have been in talks with an admin from one of the popular exchanges. After asking questions, for which he was not certain of the answer, he asked me to wait and went back to make further and proper inquiry before dishing out the answers. A good support doesn't perform like a robot, humans can only know much but not everything.

I think it is way more common that customers do not read the terms of service than the support service.

Most users never read a term of service (ToS) in their life  and they would certainly avoid most services if they did read those terms.

[Kelvinid]

It is normal for a casino to monitor their users withdrawals and deposits so their will prevent any attempts of users going against their term and condition. Casinos havs thejr own rules for users to follow so they can be accountable to the government when a user has been known to carry out illegal transactions. Casinos are monitoring all transactions on their system so it will make it easy for them to know who is cheating on their platform and who has multiple accounts.

It was not just normal but rather their responsibility to look into questionable money transfers in and out. But to say that a particular account is doing wrong, it only happens after several investigations and solid proof. Many casinos wrongfully accuse accounts of cheating without these things.

That is why everyone could say NO and deny their accusations unless they consider themselves guilty of it. And I think it is part of their rules, and I believe they could change their decisions once they fail to provide evidence.

But on the side of gamblers, don't dare cheat. You may not get caught this time, but you could in the future.

[joeperry]

]It is normal for a casino to monitor their users withdrawals and deposits so their will prevent any attempts of users going against their term and condition. Casinos havs thejr own rules for users to follow so they can be accountable to the government when a user has been known to carry out illegal transactions. Casinos are monitoring all transactions on their system so it will make it easy for them to know who is cheating on their platform and who has multiple accounts.

I think most of them are tracking users withdrawals automatically (not sure about deposit) and if certain conditions have met then it will trigger a manual check and I think that's the only time they're going to check if it's legitimate or you've done something fishy on their platform. Does anyone here know if a user is in profit and try to withdraw, do it trigger also? Usually when I withdraw to platforms I've played with, I don't have any problem since I'm still at loss in total (compared to the total deposit) but what if let's say I got lucky and exceed my total deposits and let's say withdraw around $1000-$2000 would it trigger a manual checking too or ask KYC? or depends on the platform?

[mitchr4]

...

I think it is way more common that customers do not read the terms of service than the support service.

Most users never read a term of service (ToS) in their life  and they would certainly avoid most services if they did read those terms.

If every user truly understood the ToS before joining, the number of players could go up or down significantly depending on how comfortable they are with the terms.
This makes it hard to tell whether platforms benefit more from users who fully understand the agreement or from those who never pay attention to it at all.

[Mr Reporter]

...

I think it is way more common that customers do not read the terms of service than the support service.

Most users never read a term of service (ToS) in their life  and they would certainly avoid most services if they did read those terms.

If every user truly understood the ToS before joining, the number of players could go up or down significantly depending on how comfortable they are with the terms.
This makes it hard to tell whether platforms benefit more from users who fully understand the agreement or from those who never pay attention to it at all.

from the start i was trying to understand the uncomfortable truth of most mass and most market, ad supported, or data driven platforms quietly benefit from uninformed_agreement. If TikTok, Meta, or a gacha game made every user read every clause, they’d lose millions. Their model depends on broad permissions that most people wouldn’t grant if they stopped to think.

[Silverstonez]

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.

I understand the angle you are coming from, but things doesn’t work like that. Remember we are all humans, and human are likely to make mistakes. Although some mistakes may seem unnecessary,  especially when it involves something you do every day,  but errors can still happen.
I agree with you that as someone who is working on the customer support team is expected to know the TOS of the casino,  they represent very necessary.  Not knowing the TOS of the casino, you work for is a red flag,  and if discovered should be fired immediately.

[Gentle_Soul]

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.

Like they say no one is above mistake yeah that's true and not doubt about that but the truth here is there are situations where certain should under scrutini before it be ditched out to the public especially where it relates to sensitive and valuable informations as that which is similar to a casinos TOS. The probability of error is there but then before being released to the public it should have undergone some professional scrutinizing.

[Bushdark]

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.

Even though I agree with you that anyone can make mistakes, it will not be fine to make mistakes look like excuse for carelessness and laxity. A lot of support hardly even know the TOS of the casino they work for which is why some take so much time to respond to simple question. The right thing is for such worker to have some level of understanding of the rules of the company they work for and if I happen to own a casino in the future, I will only employ real gamblers who understand the game very well as support because that will save me a lot of stress in running the business.

Not everyone will have that strong memory and the ability to think fast like you do. People are passing through different problems from family to relationships and I know that it shouldn't be seen as an excuse but you don't have to judge people for there mistakes.
There are also people that are not competent with their job and they need to be given some time to amend their weakness to fit in well to the the work environment they are. There bad workers and there are also good workers and the bad ones might choose not to change their ways.

[Joy- maker]

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 haven't thought of this before, but I think we need to show concern on it. At least we have a lot of casinos on this forum that can tell us where they report to when they dictect money laundering from a customer's account, or what they actually do with the money. Do they just freeze the customer account and leave it that way? I don't think. I will be investing three casino representatives to this thread to clarify this issue. @duelbits,  @BC.GAME,  and @BetFury.com,  where do you report to when you detect money laundering from a customer's account?

[arwin100]

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 haven't thought of this before, but I think we need to show concern on it. At least we have a lot of casinos on this forum that can tell us where they report to when they dictect money laundering from a customer's account, or what they actually do with the money. Do they just freeze the customer account and leave it that way? I don't think. I will be investing three casino representatives to this thread to clarify this issue. @duelbits,  @BC.GAME,  and @BetFury.com,  where do you report to when you detect money laundering from a customer's account?

As what I know those regulated casinos will report those money laundering cases on jurisdiction or country on where they get their license.

Also I doubt those three casinos representatives would come here, because for sure they have other business dealing or support works which more important to work on. They won't provably waste their time commenting on issues or thread which is out on their scope.

This site have nice information about this matter https://www.acgcs.org/articles/global-aml-compliance-in-gaming-navigating-divergent-regulatory-expectations

[michellee]

I think every casino that wants the best knows the kind of person who knows the job better. This kind of job requires experience and not just anyone who thinks they can fit into the job.

The support system is one of the important aspects of a casino. When customers' problems are looked into quickly, customers feel comfortable engaging with such a casino, but when the system is not working actively, customers conclude that the casino is unreliable. The support system is something the casino should never neglect but rather strive to improve because it plays a role in the promotion of the casino.

Casinos may use fit and proper test to the new applicants before they accepting them. The support system is the team that will face members for the first time so support should have proper knowledge. That will helps solving the problems so members can feels happy and will return to the casino.

Customers really like support system that can solve their problem, without too long. Casinos should pay attention to this so their members will not complain to the bad support.

Sometimes, support needs time to get feedback or response from team which is why response from them seems to delay when the complaints or cases are something technical or has to do with indepth investigation. At such situations, support can not do much but to wait till they get or hear from the team in charge of the exact complaints the member has tabled for urgent attention.
This is why most times members needs to be patient with support and casinos because they take their time to do their findings and other activities which would require them some day's or more before they give a feedback to support to reach out to the complainant.

Even if the delay the complain, they should explain with details so members will not feel wasting their time. We already see bad supports can't helps members and solve the problem. Good casinos will not let that happens to their business and make sure their support system can solve the problem.

This needs work together between one team to another team and not just having good supports and not pay attention to other teams. Maybe customers can gives rating to the supports after they solve the problem so casinos can reward the supports that works good.

[Lida93]

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.

The importance of having such support system can't be overemphasized and at such it is quite important that the timing at which a customer accesses help from the support system and also there should a quality  assurance mechanism that checks how proactive the support systems are to ensure quality services are rendered to the customers so as to maintain a good customer relationship. When all these mechanisms are in place the consumer confidence will increase thereby ensuring increased patronage.