There are good and bad customers and there are fraud and criminals. With such customers we talk only in Austrian court according to our agreement.
Short Story:
A family couple Tara and William Bills ordered our bitcoin casino software. They signed the agreement and made a prepayment (initial requirements to start working with us). We did design for their brand, they accepted it and confirmed they wanted to launch. After the casino went live on March 14th, Tara and William discovered that one of the casinos powered by SoftSwiss is using the same picture for the banner. Indeed, our designers accidentally used the same picture twice. Tara and William were very upset and accused SoftSwiss of fraud. They demanded to leave their design as it is but change it at another clients website. We fully accepted that it was our mistake and negotiated change of banners with the other client. So the issue seemed to be peacefully resolved. We sent the final setup payment invoice (according to our conditions, once the casino goes live, the customer should pay the second part of setup fee. This is a common approach in the gaming industry incl. the biggest software suppliers).
The casino was operating at full speed, however, the invoice remained unpaid. In the middle of April, one month after the official go live date, we kindly reminded the customer about the unpaid invoice. The reaction was very surprising: Will and Tara claimed that the casino was not yet launched and that they had a full list of things to be corrected. After some tough negotiations, we changed their client manager to make sure that further communication goes smoother and agreed to implement all issues that they claimed to be bugs. Moreover, we granted them another month of free technical support.
The following two weeks I only heard good things from Tara and William. However, the payment was still open. When we reminded about the invoice again, Tara and William said that our software was of poor quality and they were thinking to move to another software provider. They couldnt explain what exactly was wrong about the software, though. All they kept saying was that we had stolen the design. Seeing no other ways to peacefully settle the conflict, we decided to close the website and sent a 3-day notification letter asking to inform their players about close date and ask them to cash out all of their deposits from the casino. All they did instead was cashing out all players money to their (Will and Taras) wallet. We closed the site and informed all casino players about the situation.
Tara and William keep spreading defamation on SoftSwiss. No idea what they are trying to achieve, but their problem is quite obvious: after one month of operating their casino they realized that it requires certain marketing efforts and investments which they were not coping well with. In order to avoid their payment obligations, they decided to attack.
We have all email, skype and system logs to show the real situation, but the main document is our agreement. According to our lawyer, at least four agreement statements were broken by the customer. Thats enough to bring them to the court, leave alone all the slander.
Weve never had similar problems with other customers and I wish I could know what kind of people GrandeCoin were before the agreement was signed.