Why do some online gambling sites blame users even without checking the issue

[jstyler]

You hit the nail on the head, Wiwo, sometimes support agents are just following a script without knowing the full picture, leading to accusatory and unprofessional responses. It's only when the issue is resolved and the user's account is credited that we see the truth, which is, the support agent was in the dark. Less accusations and more transparency, that's what's needed from casinos.

[Samlucky O]

Casinos need to be more professional in their support handles and stop acting like scams sometimes.

that's actually true, but i just see that may be the rate at which people are registering multiple account is alarming, and this casino online agent or customer support are trying to find those that are cheating by signing up multiple account, perhaps the trick they useds did not work out for them. but i guess that is not the best way to handle such issue. they should be more mature or professional in their work to enable them have more customers.

[CryptoHeadlineNews]

Casinos need to be more professional in their support handles and stop acting like scams sometimes.

This is the second time I'm hearing about a casino representative responding with this same statement when been asked about why the delay of their withdrawal, which literally doesn't portray any means of professionalism by the casino representative to respond to it's customers in such manner, that is, "can you start by naming your other accounts". As that statement ought not to have been a first and direct statement to be told a user of a casino no matter the level of their offense, even if they may finally be told. As telling a gambler the reason why his/her withdrawal was delay and later been told to have been suspected to haven been linked to multiple accounts will be a more better approach. How, I'm happy he finally got his full funds credited into his wallet.

[ginsan]

Recently one of my fellow gamblers was stocked on a popular gambling site here in this forum a reputable and popular casino, what happened was that he requested a withdrawal and it got delayed when he reached out to support the response he got (can you start by naming your other accounts) this at first sounds as if the gambler has multiple accounts and he is abusing the casino and that the reasons for his withdrawal delay.

Low and behold few days ago his withdrawal later came through and his wallet was credited with exactly the amount, so this leads us to conclude that, some support agents may likely be making some statements that are out of the reality of things.

Casinos need to be more professional in their support handles and stop acting like scams sometimes.

Actually, this problem is certainly an accusation without accurate evidence where your friend does not have many accounts and the casino should already have your friend's identity because all casinos currently apply kyc to all their users. So this way if there is no similarity in data with other accounts I think the casino has no right to accuse its users of cheating.

The casino owns them, of course they can investigate first before they make a statement like that. But luckily for your friend because his wallet was credited with the same amount of assets. I think he should stay away from the casino and look for another casino that is safer and has lots of bonuses every week.

Keep playing with the rules applied by any casino. Playing responsibly will make us comfortable in betting.

[Amphenomenon]

Casinos need to be more professional in their support handles and stop acting like scams sometimes.

Customers support are an important part of any services especially online when dealing with people funds. Employing good individuals who are knowledgeable in this area is important or they can be trained in this area should be among the business plan for growth.

To be frank I often find chatting with bot as online service annoying and if the real time live support comes in and was pretty much giving me bad response, I'm often be pissed and just try other platforms if I have other options or at least rate that support team poorly.

[Findingnemo]

Can you phrase the question from support team exactly? It started with Can or like Do you have any other accounts and if yes can you name them?

Because both are not same and holds different values, if I had similar experience then I will have my doubt about continuing their service if I don't really have another one that they are accusing me. It's definitely the support team's fault and the management should monitor them from time to time or else we have plenty of other casino where users will switch to.

[Hispo]

It sounds indeed something improper from what it is supposed to be a reliable and big casino, in my opinion. Someone working within customer support should first present some evidence or one as gambler breaking some of their terms of service and then ask whether there is some innocent explanation for that suspicious activity, otherwise any serious costumer support would avoid to point fingers at us and claim baseless accusations.

I would prefer to assume this case which was experience by your friend was rather a mistake and an exaggeration by that single customer service agent and does not have anything to do with the whole experience of participating in that casino.
There are always people who represent the casino and are supposed to have the best interest of the business in their minds, but fail miserably to treat gamblers in a fair way.

[mcdouglasx]

It is frustrating the experience your companion had. It seems that the support agent's response was more about verifying the player's account than accusing them of having multiple accounts. Perhaps the way the agent expressed it was not correct and could certainly lead to misunderstandings and stress. This is also dangerous because it is a double-edged sword. A casino must have ways to deal with multiple accounts, and one of them is KYC. There are many cases of money loss with this. If they do it, avoid it, and casinos should ask for KYC from DAY 1, and goodbye to controversies about multiple accounts. This could help prevent these problems in the future.

[Z-tight]

I know that casinos are within their right to suspend accounts on the ground of suspicion, but i think that many casinos have baseless suspicion without any proof and they put too much stress on their customers. If you suspect a customer enough to block their withdrawal, i think you should be able to tell them what they have done wrong with proof and not just based on suspicion only, and if the accusation cannot be proven, the matter should be dismissed immediately.

[Wiwo]

I think this is type of situation is stated in their Terms of service that if they have any reason for suspicion that they are going to withhold the withdrawals to do some investigations.

The gambling sites are lazy. Why not do the investigation before withdrawal? I noticed many crypto casinos only carry out investigation about their customer account when the customer just press an amount and clicked in withdraw. Someone like that we be very frustrated when he saw something like that. It would be good for the gambling sites not to have mistakes when someone clicked on withdraw. Accusing someone that does not have two accounts that he has two accounts is very wrong.

The obvious truth is that such actions are not really from the casino system, but just support acting dump of what their duties are, this is because as a service, there is no way you will ask a client such silly questions when in reality the casino is just taking time to process their withdrawal.

I think os time we call a spade a spade and call out casino support agents who are unfriendly to customers and just accuse them, my friends wanted to open a scan accusations here on the forum against the casino, but after seeing that his withdrawal request wrote processing I advised him to wait on the system instead acting on the worlds of the support agents.

[rahmad2nd]

I am not sure exactly with the case you told in this thread, especially not supported by data or evidence as a reinforcement. However, if the Casino is a leading casino, it seems they will not act without a strong reason. Perhaps in this case there is an indication of something they suspect, for example by asking "can you start by naming your other accounts". It could be that they just want to make sure, and as a supporter they are trying to ask what might be suspicious. At the same time we do not know the truth about what happened to your friend, without judging your friend, I try to speculate that there may be a misunderstanding. After all, the casino is provided by a system that they have designed to detect something that is against their rules, that's why the casino supporter tries to ask something before they really check it further. And if indeed there are no rules that are violated, then in the end the withdrawal will be processed by the relevant Casino. In certain cases, there are always casinos that act as you share in this thread.  but if they are a reputable casino and have a trusted credibility things that lead to fraud will definitely not happen, because it is the same as damaging the image of their own casino. by the way, I hope your friend's withdrawal process can be verified immediately.

[DiMarxist]

Recently one of my fellow gamblers was stocked on a popular gambling site here in this forum a reputable and popular casino, what happened was that he requested a withdrawal and it got delayed when he reached out to support the response he got (can you start by naming your other accounts) this at first sounds as if the gambler has multiple accounts and he is abusing the casino and that the reasons for his withdrawal delay.

Low and behold few days ago his withdrawal later came through and his wallet was credited with exactly the amount, so this leads us to conclude that, some support agents may likely be making some statements that are out of the reality of things.

Casinos need to be more professional in their support handles and stop acting like scams sometimes.

In most cases it is the withdrawal problem casino and gamblers always have. Some casinos solve their problem fast while others delay and some abandoned theirs. Everyone casino has their own way of handling cases. Account block and banning cases are just rare in the casino and gamblers problem issues and it is the withdrawal issues that lead to the banning and blocking of account too.
Casinos should make a thorough investigation before blaming and blocking accounts. And give a clear details to the account owner so that there will be no drift between them.

[uneng]

Some support agents want to boast smartness and cleverness, while also abusing the position they occupy inside the company to humiliate who they judge to be on an inferior position to them (in this case customers who appeal to the support to solve issues related to withdrawals).

It's not an ethical or professional conduct from support agents to behave like that. Companies should avoid that kind of employee, because they are actually harming the reputation of the business, even though some people (and company owners) defend that kind of hostile stance towards customers, justifying they are efficient giving the appropriate treatment to cheaters.

[alani123]

Unless we put it in our culture as gamblers to name and shame casinos that follow these practices they will keep happening.

At one hand you have casinos that have millions of happy customers and never disappoint, even paying out deposits fully before closing accounts for gross TOS violations, then you have others that will not pay out a penny on false suspicions or even errors and slack off giving a solution before there's a huge fuss about it.

So I'd say we should all be paying more attention to the scam accusations board and supporting cases where great evidence is presented.
Otherwise when we get scammed, no one is going to help us make a fuss either.

Even if a casino is here paying people in a signature campaign, it doesn't mean they will never be negligent against anyone. So we should be united at that.

[Deegodstime]

Weak firewalls, when some have been tampered with, from the site the issue in the customer's account won't be noticed until adequate attention is given based on the customer's complains. So,  adequate attention should be given to there firewalls to avoid external bodies from gaining access to there site

[Ronsbit]

Recently one of my fellow gamblers was stocked on a popular gambling site here in this forum a reputable and popular casino, what happened was that he requested a withdrawal and it got delayed when he reached out to support the response he got (can you start by naming your other accounts) this at first sounds as if the gambler has multiple accounts and he is abusing the casino and that the reasons for his withdrawal delay.

Low and behold few days ago his withdrawal later came through and his wallet was credited with exactly the amount, so this leads us to conclude that, some support agents may likely be making some statements that are out of the reality of things.

Casinos need to be more professional in their support handles and stop acting like scams sometimes.

I feel some of the customer care support are not well groomed in their jobs hence  the possibility of them committing  professional blunders which sometimes affects the casinos the work with. As a support, itis not good to quickly ask a customer such a question because you are not the team to decide if he has a multi[le account or not what is expected as a support is to console clients and immediately forward their concern or complaint to the appropriate quarters for further actions and not saying things you are not sure of.

I believe this was the situation of your friend as the customer care does not have any clues but was quick to jump to conclusion which was not the right thing to have been done, your friend got his money and case closed.

[mirakal]

I do believe that casino's support personnel have been trained on how to do their tasks professionally without showing unjust treatment to every customer that they have been dealing with. So if the support seems to act like a scam, that is not the fault of the casino but on the staffs that are working irresponsibly. But still, the casino should still be the one to be blamed why they hire staffs that cannot perform their tasks well.

[Hazink]

Low and behold few days ago his withdrawal later came through and his wallet was credited with exactly the amount, so this leads us to conclude that, some support agents may likely be making some statements that are out of the reality of things.

Casinos need to be more professional in their support handles and stop acting like scams sometimes.

Some people who are working as support sometimes lack the professional skill to work in that position; sometimes they might know what they are doing just using that pattern to see if the user will fall into that trap by trying to list any other account they have, if there is any, which they will from there, and act upon freezing the user's account, or the support agent doesn't access the user profile and just asks questions based on the information the gambler provided and a gesture to what usually causes such issues.

[Ojinga]

I wouldn’t have to blame the casinos  totally because some of them made their rules very obvious and some of them also states that, they have the full right to withhold our funds the moment they suspect any criminal activities which simply means that, they have the right to investigate source of funds and funds record on your account for whatever reason that seems like scam to them.
I’m glad he got this money and the customer support to me was tactical in his mode of asking questions because he wanted to confuse your friend which he didn’t succeed and if your fiend was guilty of multiple accounts, he might be sanctioned if he accepted to having other accounts.
This tells us to be always very careful when responding to sensitive questions especially if we’re not sure of the questions or answers.

[Agbamoni]

Casinos need to be more professional in their support handles and stop acting like scams sometimes.

These days it is difficult to see professional customer supports. Unprofessional customers supports will be doing a bad job and the casino company will be taking the blame for everything. Imagine a customer support expressing his frustration or anger that he carried from home to his office on a customer is that how it is supposed to be? There are qualities of a good customer support, no matter how annoying customers can be you must learn to put them first and mind the manner of approach they use.

Well your friend should be thankful to his creator that he got his money from the casino. Already that question the customer support asked was a red flag. If i where your friend i will be very careful how i use that casino.