Believe it or not, casinos are not safe from upset players and their complaints no matter how great some of them may be. On the other hand, I don’t know an industry where that doesn’t happen. Whether it’s Apple, McDonald’s or Nike, there will always be customers that are unhappy.
As a player, there are of course things to complain about and especially when there is money involved, things need to be fair and taken seriously. I also know people that seem to have a fetish for complaining and will whine about anything at anytime, no matter how ridiculous it is. I’m sure you know the type of people I’m talking about.
Most Common Complaints
So what are the most common complaints casino players turn to customer support for? I’ve asked around and received some industry information that I am about to share with you all. Bear in mind they are presented in no particular order.
Enjoy!
More Bonuses
Regardless of the level of play, one of the most popular complaints is that players don’t think they get enough bonuses and don’t mind asking for more. And then some more on top of that.
I don’t think freebies is necessarily the right word but players will always want handouts as often as possible and have no issue bringing it up with support. Sometimes it works and sometimes it doesn’t but I’m pretty sure if you are a player that asks about bonuses all the time, you will quickly become an annoyance and in the end it will have the opposite effect.
Some casinos are more generous than others when it comes to bonuses and whether or not you will get one will often depend on your loyalty and results. If you have been playing for a long time and are down on your luck, I’m sure they will be nice enough to throw you a bone or two if you ask nicely.
FortuneJack for example has lot of bonuses available to players so perhaps this isn’t much of an issue there.
BTC Deposit Times
You want crypto deposits to be lightning fast but it does happen that even Bitcoin can take its time and players can experience some delays.
When it comes to crypto deposits, especially smaller values, it’s not uncommon that delays happen. It may depend on the trading volume at the time or even a higher workload for miners.
Another reason for a congested BTC movement is the volatility, leading to quick rise or fall in price. This often results in people starting to make more transactions and thereby clog up the network. Just like traffic on the roads, if there’s a lot of cars you won’t be able to go at lightning speed.
No matter how ‘instant’ casinos advertise their BTC transfers, it does happen that it slows down, naturally resulting in customer support contacts by complaining players.
If you are looking for a casino that is known for its fast payouts, check out BitStarz.
Verification Documents
We can all relate to this one and yes, I agree it can be annoying having to send in documents proving your identity. However, those are the rules and regulations and also a way of knowing that you can feel safe in playing at certain casinos. In fact, you should probably be more suspicious of the ones not asking you.
According to a source, customer support often gets to hear “Oh, so I can deposit without documents but when I try to cash out, I have to send them?”
I can understand the frustration but in the end, casinos are not asking for this to ruin your day. As a matter of fact, they don’t really have control over this as it is a requirement for a casino to have and keep its license.
Examples of documentations that you may be asked to send are:
- Proof of Identity: This can be your passport, drivers license or any type of official government issued ID card.
- Proof of Address: Normally they will ask for a utility bill of any kind, a phone bill or perhaps a bank statement displaying your name and full address.
- Proof of Deposit: Show that you have made the deposit by taking a screenshot from your online bank of a bank statement, Skrill page, etc.
Popular casinos such as mBit can make this process a whole lot easier, being pure crypto.
Not Enough Wins
This one is not exactly shocking, is it? I’ve certainly felt it at times and I don’t think there is a player out there that hasn’t felt frustration and boiling anger when the wins just aren’t coming in at the pace nor size that you have hoped for.
I don’t think it’s something I would spew all over an innocent customer support employee though but clearly there are enough players that do.
Players complain about games being rigged etc and honestly thinking the casino has an agenda against them personally.
After having worked in the industry for a while, I feel pretty confident when saying that the games are not rigged and the casinos are not out to “get you”.
For players that are still convinced that they are, you can always make sure to play games where you can check the provability and personally verify there’s no cheating going on. BGaming for example is a provider with a great number of games with this option.
Lesson Learned
So, what have we learned from this. The fact is that playing with crypto can actually make your casino life easier. Choosing to play with crypto makes it super easy to register, deposit, play and make withdrawals.
Overall complaints are therefor a bit less at crypto casinos compared to fiat competitors that also have to deal with bank transfer issue and high fees etc.
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