In the beginning of the year, I wrote an article covering ‘Top 10 Customer Complaints at Crypto Casinos’. It’s an informative read so if you missed it, feel free to take a look at it when you have a moment. Lord knows our streets still seem to have a never ending supply of Karens, so you can imagine what the poor customer support agents have to deal with on a daily basis.
Working any kind of support job is a challenge in itself and the negativity being spewed at the agents can be downright nasty at times. I think it’s important to remember that whatever you have an issue with, it’s never the support agents fault. Keep in mind they are also the heroes that will step up and help you out in the end so whether you like it or not, they are needed.
A Vital Part of Your Casino Experience
Having a well-oiled support machine is a vital part of any casino business and a powerful deciding factor for players when it’s time to look for a new place to play. On my list of favorite crypto casinos, you will find several that have been awarded for their exceptional customer service. BitStarz, mBit, Stake are some of the ones with the best support.
The Crypto Casino Support Force
Once again, I have reached out to some contacts within the crypto casino support force and gotten some feedback. Although the most common player complaints were covered in the above mentioned ‘Top 10’ article, there are some new ones from this year that didn’t make the list worth bringing to your attention.
While most of them are quite basic, I will kick off with the most eye-catching issue you may not be aware of.
1) Overloaded Mempool Leads to Higher BTC Transaction Fees
The beauty with using crypto instead of fiat currency is the speedy transaction, but there are times when it can backfire. It happened in May this year, where instead of the normal 5,000-30,000 transactions waiting to be confirmed, the number of transactions increased by 10x. A chaotic mempool resulted in 150,000-300,000 transactions expecting to be confirmed.
Not the First Time for BTC
It’s not the first time it has happened for bitcoin, and it can happen. However the amount of transactions pending was higher than we’ve seen during Bitcoin’s existence. Unfortunately the issue continued throughout the year without ever going back to the volumes we had at the beginning of the year.
Because of this, there was not only an increase in fees for players making BTC deposits, players also had to wait longer for the transactions to go through. Payment providers like Coinspaid had to change the way crediting transactions worked.
Another Spike in Transaction
During October we saw a welcomed decrease in transactions in the mempool which made it all look like things would be back to normal soon. However, there has been another spike recently and casinos are currently observing to see if it will continue like this or if we can expect cheap and quick transactions again in time for Christmas.
Consider Using Other Crypto
Until this madness is sorted out and you are a crypto player, it may be worth considering using USDT, BCH, LTC or another cryptocurrency you are comfortable with, in order to secure faster transactions at a lower fee.
How Does Mempool Work?
Mempool isn’t a word that’s being thrown around that often, or at least it’s not clear to everyone what it is and how it works. I will do my best to explain it to you and hopefully it will all make sense.
It is basically the queue of transactions waiting to have a miner confirm that your transaction is a valid transaction and as a result, have your funds received wherever you intend to send it.
Low Transaction Count
On days where there’s a low transaction count in the mempool, it means the miners don’t have a lot of transactions to check and therefore you don’t have to compete that much with others who are also sending funds. This means that fees are most likely a bit lower as the miners will deal with your transaction soon anyway.
High Transaction Count
On days when there’s a lot of transactions in the mempool, it doesn’t work as a traffic jam where you will all be dealt with in the order of when you arrived. No, sir. Instead, the miners will pick the transactions with the highest fees first. Can you blame them? Would you rather get $10 in tip per hour or $100 in tip? Unfortunately yet understandably, that’s how it works.
Imagine if you use a low fee for your transaction and there’s constantly newer transactions coming in, however, the others are willing to send miners a higher fee. You could get stuck in the mempool for a long time until a miner finally has time to deal with your transaction.
As a result whenever the mempool is congested the way it has a couple of times this year, the fees increase due to a bidding war of getting swift service. So if you have $100 to send, less will go to the intended receiver (e.g. you depositing to the casino site) as more will be used to cover for the fees.
Patience Is a Virtue
Higher fees isn’t the only issue with a clogged mempool. It will also result in the entire process taking longer until the funds are received and credited on the receiver’s end. So, instead of that normal swift deposit, your transaction may now take hours.
2) An Adjustment to Minimum Deposit/Withdrawal Amount
The inflation we are experiencing post the pandemic isn’t fun for anyone. This has led to some casinos being forced to adjust their fees as well as their minimum deposit and withdrawal limits. The same goes for any participation requirement for a particular promotion.
You should know that here at BCK, we always do our very best to keep all details for each casino up to date. With that said, should you have any concerns or questions regarding any limits at your specific casino, I suggest reaching out to the respective casino support for the latest updates.
3) Less Money in Your Account Than What You Deposited
Another complaint happens if the amount reaching your player account is slightly less than what you deposited. Depending on your specific situation, there are a few possible reasons for this:
- Your bank charging an extra payment fee you may have missed
- A conversion fee between currencies
- For crypto users, it’s most likely due to an exchange fee or a miner fee
4) Gameplay Misunderstanding
It’s not uncommon that as a player, you believe that you should have been awarded a win on certain spins. You know, the “I should have won on spin X but didn’t” situation.
In the majority of cases, it turns out the player has misunderstood the gameplay. Some of the reasons for the misunderstanding can be:
- You might think there’s an active payline even though there isn’t. This happens due to the large variation of paylines between slots. Some may have 9 paylines while others as many as 117,000.
- Some slots require the bonus symbols or scatters to be a part of a winning payline. Other games accept them anywhere on the reels.
- Slots not acknowledging a bonus win with a Wild symbol. Instead it counts as a regular 4 symbol spin instead of a 5 symbol win with the Wild symbol.
Keep in mind that should something happen with the game, such as it freezes and/or you can’t see the result of the spin, don’t worry. Every single spin is recorded by the provider and if something like this happens, support will reach out to the provider and there will be evidence to support the true outcome of the spin.
Also worth noting is that some of the new games might have a new feature that works slightly differently from the older one you are thinking of, leaving you wondering why you didn’t win.
As you can see, there are issues out there that you may not be aware of. It’s a very challenging and time consuming job to stay updated with everything that’s going on but don’t worry, BCK is here to help.
I highly suggest you keep coming back for the latest information on the ever so exciting crypto casino industry.
Until next time…