Quote from: holydarkness on Today at 10:50:22 AM

Quote from: jeffyeps on March 29, 2024, 10:09:24 PM

Yes that's exactly what is advertised and exactly what I expect. If i dont respond in time guess what, Case goes resolved or rejected due to my no response. what i would like that way the accurate score can be calculated. If the casino wants to actually wanted to help they would reach out via all their support emails before it ever got to the point of complaint, and once it did. It should go back to being private and updated the complaint after all parties are satisfied. But hey what are times/deadlines if they can just be abused. People should see clearly response time isn't at 2 a " 2 days avg. response time " As advertised on the casino page on AG.

To be honest, I don't think I perfectly grasp what you tried to say with "casino wants to help" part, but I assume what you mean was that if a casino wants things to be resolved smoothly, that they care about their user, they should be more responsive to the customer during the earlier phase when the communication happens through their live support, before it gets escalated to an arbitrator, and even after it gets to that phase [arbitrator phase] because resolution can't be reached during the private communication, it should revert back to the private conversation between the support and the user, and only updates the arbitrator later on, when a resolution is achieved.

Two things about this.

First, the why casinos don't resolve things earlier [during the live support phase] and need to drag things ever so slowly. Contrary to what you probably believe, they actually do solve things on earlier phase. I believe there are probably around hundred of complaints arriving at the support division's desk every day. Some are as easy as forgotting a password, or losing 2FA, the others are a bit more complicated like a missing bet, or a pending withdrawal, and others need more efforts like an uncredited win, or voided bet, or KYC failure, you got the gist of it.

Amongst these hundred of cases, most were clearly resolved during that "early phase", because if they weren't, then certainly this board will be flooded by threads every growing minutes. Few that can not be cleared under that phase are the ones that landed on this forum and the arbitrators. From my experience, most of these few are due to the casino already made their ruling, mostly are because the gamblers doing things that violates their ToS. They've investigate the case and finds the damning evidence, made a decision and close the case. The gamblers wanted the case retried, and thus they escalate to arbitrators and this forum.

Second, the why can't the case moved back to private discussion, I believe mostly it's because as what mentioned above: they've actually made their decision and the resolution with arbitrator as well as the forum are because the case being retried.

There is little to no added benefits in taking another fly at the case and conducting things in private again, as they'll come to the same conclusion. Thus, they provide the evidence of their findings to the arbitrator. Likewise, suppose the gamblers are the one being wronged here, don't you agree they will want a transparency? What's the point of having similar situation being discussed in private again, given they've provide everything to the casino and the casino unfairly decide that the gamblers are the wrong one here.

Also, I don't think they can simply say, "Ok Thomas, we'll take it back from here. We'll be in touch with this user privately, we both will come back to you when it's closed".

Quote from: jeffyeps on March 29, 2024, 10:09:24 PM

Anyway sorry about the separate posts didnt know that was a rule and was just trying to respond to everyone accordingly as I don't know how to add every conversation into one quoted thread until now.

It's ok, you're doing great now.

Quote from: jeffyeps on March 29, 2024, 10:09:24 PM

Quote from: Saint-loup on March 29, 2024, 07:44:03 PM

I don't understand, you mean they're publicly lying on Askgamblers? They've posted 7 times during one month there, and I don't see one single message dealing with an investigation on your bet. It's all about KYC and rejection of your documents. Why they don't tell the truth if you are right about an ongoing investigation on this bet? Are they rejecting your documents, because they've decided to not validate your KYC before the end of this investigation? Or are they willing to continue to reject them even if the investigation tells that nothing wrong happened on this bet finally, especially from your part?

Yes basically whats going on but either way i will get this verifiication figured out for when this investigation is actually over.

I don't think I get about this part too. I can't find Stake explaining this on AG, so I am not sure where does OP get this explanation from. Far as I know, casino will require the KYC process to be completed first before they conduct the investigation of the account, which is where OP's current situation [and where he's stuck] right now. Only after the account being verified will an investigation, findings, and ruling be made.

OP, can you perhaps explain more about this?

While going back and forth with you does me nothing but you siding with the casino on every point. I guess I just have no point on grounds of weird tactics put on here by the casino. My money is held, i must jump through hoops to get it back. I understand you want to give the casino every option to make this right. Again i am just another customer out of his money.

I understand the investigation atleast more now that i can see that its a real investigation. ( finally after 2 months of no answers even when reached out to the sports book provider)

I guess i just have no valid claims here.

Like you said "casino will require the KYC process to be completed first before they conduct the investigation of the account"
Well why was my KYC completely cleared and started over again. I was already KYC'd and they made me restart the process asking for documents i dont have nor my job/country provides. They want quarterly earnings sheet matched to the deposits on my bank account. LOL On top of this when reaching out to accounts team only after completing KYC did this bet investigation issue arrise. Then immediatly once taken to AG again for some reason KYC is wiped and rejected due to "discrepancies"

Anyway pointless to keep going back and forth here. The problem has finally been revealed. KYC will be completed or my lawyer will do whatever needed to prove Identification.

As far as going back and forth on this with you anymore its obviously pointless. Anyone looking at your recent posts 99% of them are you defending almost every casino on the BT forum. I'm very confused at what benefit you get or who you work for in order to provide such detailed information on every casino complaint on this site. Do you work for the casinos are just are aware of every TOS every casino has. Or do you think this may lead you to a job with one of these casinos. Either way anyone wondering why this person is so adamant on giving the casino every chance just look at all his recent posts and the manner in which he posts about these said complaint casinos. I dont think ive seen one post which he actually agrees with OP's complaint in the 223 pages of replys this person has made.