maxd
Complaints (PAB) Manager
- Joined
- Jan 20, 2004
- Location
- Saltirelandia
We took the case to the casino and they refused to discuss it for 'the player's security'. Aside from that fact that there was no reason or justification given for this we asked if they would proceed after the player gave them explicit permission to discuss the case with us. They repeatedly replied:
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There is no justification for the casino to refuse to discuss a player's case with us, especially after a player has repeated tried to raise the issue with the casino directly. We are certified arbitrators, have been handling player complaints like this for almost 20 years and our complaints service is well known throughout the industry. Where the player is willing to give them explicit permission to discuss the case with us there should be no further barriers to doing so.