Gambling Commission urges industry to take consumer complaints more seriously

Gambling Commission urges industry to take consumer complaints more seriously
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Gambling Commission urges industry to take consumer complaints more serious

Do the gambling establishment take the complaints seriously enough ? or do they take them out around the back remove all their money and then throw them in an alley battered and bruised ?

I seriously don’t think so not in this day and age and after all we do not live somewhere in the desert. In my many previous years in the casino industry I have been involved in quite a few investigations into “suspected”  faulty electronic gaming equipment. When something does actually go wrong more often than not its down to human error, software programmers or setup errors. That is if there is anything wrong with the machine at all !   It is very uncommon for a member of the public to come forward and complain that the machine seems to be paying out to much and could they get it fixed.

Over 90% of the investigations surprisingly did not come from general public but in fact from the managers of the casinos themselves, always eager to ensure that their margins were up and trying to stay top of the region with the largest win drop results.

The findings of a new Gambling Commission review identify a clear need for both gambling businesses and alternative dispute resolution (ADR) providers to improve the way they handle consumer disputes. The review of complaints processes in the gambling industry sets out what the Commission will be focusing on as it develops proposals across 2017, whilst also calling for views from the industry and public.

One particular investigation I attended in Manchester beggars belief, a patron of the establishment had complained to the gambling commission that  one of the slot machines was not paying out correctly so I spoke with the General Manager got the details and walked across the casino to find the said rouge machine, someone was playing the machine and its common practice that you do not ask them to leave the machine for a while just in case they leave the machine and the casino.

gamblingcommission.gov.uk

So off I strolled back to the GM explained the situation and he had a walk over to see who was playing to see  if he could be removed. The GM’s face changed to one of astonishment, I asked what was wrong and his reply made me giggle. The man playing the rogue machine was the very same person who had complained to the gaming commission !!!  I waited until he left tested the machine, downloaded the data and sent it off to the manufacturer for analysis.

“What we want to see is an industry that values and seeks out feedback from customers. That swiftly and effectively resolves customer complaints. And that uses the learning from those customers to raise its standards and deliver ever higher levels of customer service.

Of course after a few days the results came back, the machine was fine and whilst awaiting the results the complainer played the machine every day.

So I personally can understand why some complaints should be taken with a pinch of salt as if someone loses money they will say anything to get some back BUT of course there has to be a standard procedure for everyone

Over 90% of the investigations surprisingly did not come from general public but in fact from the managers of the casinos themselves, always eager to ensure that their margins were up and trying to stay top of the region with the largest win drop results.

The findings of a new Gambling Commission review identify a clear need for both gambling businesses and alternative dispute resolution (ADR) providers to improve the way they handle consumer disputes. The review of complaints processes in the gambling industry sets out what the Commission will be focusing on as it develops proposals across 2017, whilst also calling for views from the industry and public.

Full Story from the Gambling Commission

Take consumer complaints more seriously

Started working in the Casino Industry in 1985, just never managed to leave as yet. Visited 99% of all UK Casinos, seen them all,

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