“Responsible Gambling: Why Does the Operator Always Ignore the Player’s Concerns?” (σελίδα 2)

Please allow me to clarify: I am not discussing any rules; I am simply attempting to explain what the best course of action would be in the future to prevent this from happening again. Based on what you have already been through, it's not about me or anyone else.

Can I raise a ticket regarding another issue against the same casino?

You can submit another complaint request; the mediators will decide what happens to it based on the following criteria: https://casino.guru/guide/how-we-resolve-casino-complaints

For example, situations older than 6 months won't be accepted as a complaint, and so on.

My concern is that I want the ADR information and the data related to the tickets I have raised with the casino.I just want to obtain this information.

I see; so, it's more of a request for providing data. Isn't it? The point of complaining through the resolution center is that you have proof to present, which can be used to challenge and investigate the casino's actions, exclusively when a disputed amount is involved. While the ticket you aim to submit seems to be a way of gathering information, it does not provide the proof needed to challenge the casino's actions. Do you know what I mean, please?

We do not accept or offer tickets; we provide a complaint feature.

I requested the ADR information from the casino, but they are not providing it. As a player, I have the right to receive information about the ADR procedure, and the casino is required to inform players about the available ADR process.

Now I understand, thank you. That's certainly not within our complaint scale. I would instead lodge a formal complaint to its licensing authority. Unlike us, the regulator can if lucky enough, order the casino to cooperate. That's the luxury we don't have.

As far as I can say, it's licensed under the CGA: https://www.cga.cw/

This guide we provide to players describes how to lodge a request to the authority: https://casino.guru/licensing-authorities/curacao-license

But I'd like to highlight the most common use with this licensor:

"It is possible to submit a complaint via email to [email protected].

However, the CGA states on its website that they do not handle individual disputes between players and gaming operators. It seems the regulator will only pay attention to complaints regarding potential violations of law."

I believe every operator is required to be registered with an ADR provider and must provide the ADR information to the player.

That's not what CGA says, is it? Well, in theory, it works with AOFA, for example.

I would like to highlight the applicable Curaçao Gaming Authority (CGA) requirement regarding Alternative Dispute Resolution (ADR).

The CGA’s official ADR Role and Certification Guidelines state that operators are required to engage certified ADR entities to provide players with an independent dispute-resolution mechanism as part of the complaint escalation process, in adherence to Article 5.3 of the LOK (National Ordinance on Games of Chance).

The same CGA guidelines also state that every B2C licensed operator must inform players in its Terms and Conditions which ADR entities are available to the player.

Therefore, I am requesting that Batery provide the ADR information applicable to my account, including the name of the certified ADR entity available to me.

Yeah, the theory of licencing. Well, I suggest sending the report to the casino and waiting for the result.

However, from, let's say, a practical standpoint, it is quite problematic because the CGA, based on what we know from practice, will not investigate whether the operator in question recommended certified ADR, since they avoid handling individual disputes between players and gaming operators... That is why we included the information up front. When the operator won't cooperate, the license is mostly indifferent.

But I understand what you mean.

Why do you support operators who do not follow the rules? Batery has violated many rules, and most Curaçao-licensed operators seem to disregard the rules altogether. Yet, you still seem to support and assist these operators. Why is that?

I believe I understand where this question comes from. However, based on what has already been discussed, I'd also say the situation is not how it stands. Still, I respect your interpretation.

I'm sorry you have to realize that for offshore operators there is very limited official regulation that would support or unsupport operators based on their actions.

You have no idea how poor Batery’s customer support is—you cannot even imagine it. They frustrate players by failing to respond for 15–25 days, ignoring complaints, and then sending random replies that have nothing to do with the actual issue.

Just think about it: if players were treated properly and their complaints were handled seriously, why would they need to raise their problems with your platform or with other third parties?You see everything, but you still do nothing.

This is your experience, and just as I said, I completely respect it. I'm sorry to see what you have been through.

However, fairness is not something I would demonstrate the way you did. Imagine that anyone can lodge a complaint and its sole existence therefore does not prove something unfair or wrong happened on one or the other side. The investigation and conclusion are where the final statement takes place.

But once again I understand we don't share the same perspective and that's ok. We can agree to disagree, of course.

Your representative’s assessment was also incorrect. I sent many emails, but you kept saying that your assessment was correct. When I posted a review on another platform, Trustpilot, your team finally replied and acknowledged that I was correct—that 12 August was the first disclosure of my gambling addiction. Your representative had previously insisted that it was 13 August.This clearly shows that there was also a loophole on your side. It raises serious concerns about how your representatives conduct their assessments and how they can ignore clear evidence.

We have been through this on the forum, I'm afraid. I see your other complaint request toward the same casino with a different disputed amount was approved and turned into a complaint. For reasons I explained to you recently, I won't, however, respond to events explained in the previously closed complaint or complaints; it would not be fair or based on all related events.

Please respect that.

What is the purpose of this forum platform?Just share your opinion. There should be some change as a result of it, right?

I believe I explained why no one unfamiliar with the whole case can decide who is right and who is not. Thus, I guess this question cannot be answered the way you would prefer. The forum is not a place where we aim to change someone else's decision.

Yes, I know this is not a place where the decision can be changed, but at least you can call out what is wrong as wrong and what is right as right. That should at least be possible.