Whether you are a seasoned online gambler or a relative newbie, there are a few things to keep in mind prior to depositing at an online casino. If it is your first time at a new casino, you should always spend a few minutes doing some research into the history of the operation. Find out how long they have been in business, if they have had any complaints lodged against them (see below for more on that) and their record in resolving those complaints. A simple search of the casino name is a good place to start, ie. Google, Yahoo, etc. Browse their website and see what kind of support they offer. Support via email, phone and live chat are ideal.
If you decide to go ahead with a deposit, you then have to decide if you wish to receive a first deposit bonus, which is common amongst most online operators. Some bonuses are credited automatically, some are opt-in. Should you wish not to receive any bonuses on your account, you should inform the support staff of this, and get an email confirmation of your request. If extended play time and bonuses appeal to you, then it can’t be stressed enough to read all the Terms and Conditions regarding the particular bonus you are applying for. If there is anything in those terms that is unclear, get it clarified in writing. Make sure that you understand which games are allowed, what the playthrough requirements are, if there is a maximum cashout and if the bonus itself is cashable or sticky (non-cashable). The majority of complaints regarding online casinos can be directly tracked to bonuses and broken terms, or in some cases, an innocent misunderstanding of those terms. Some T & C’s have ambiguous wording, and you will save yourself a lot of time and stress if you get everything clarified upfront.
As an online gambler, you should also be prepared to provide scanned/faxed copies of your I.D. (photo in most cases), a recent utility bill, copies of any credit cards used and in some cases a signed faxback form. It is a good idea to have these items scanned and readily available on your computer should you be fortunate enough to win and cashout. If/when the casino requests these documents, you will be prepared and will again save yourself further delay in receiving your money.
Even the most careful and experienced gambler can occasionally run into problems or a shady operator. Should this ever occur, you should know that there are avenues of mediation and dispute resolution available to you. Below is a list of some of the organizations that are there to help you if you feel that you have followed all the rules, and have still been treated unfairly.
PLAYTECH DISPUTES
Playtech has set up a dispute channel directly through their website. As with Montana Overseas, the dispute process can be a lengthy one in some cases and patience should be practiced while awaiting a response.
The goal of eCOGRA is “to ensure fair gaming, player protection and responsible operator conduct in online casinos and poker rooms”. Member operators have a strict set of guidelines that they must adhere to, and once approved are given a “Play It Safe” seal, which should be displayed on their website. There are currently 112 seal holders, the list is available on their site.
eCOGRA offers a mediation/dispute resolution service through their Fair Gaming Advocate, Tex Rees. They will only provide this service if the casino/poker site in question is a “Play It Safe” seal holder. On the upside, their service is relatively fast, providing a resolution generally within 48 hours or less. There are certain procedures they ask you as the player to follow, prior to lodging your complaint. Please familiarize yourself with them.
If you feel you have a valid complaint and have complied with their policies, you may also contact the Fair Gaming Advocate.
The Casinomeister, Bryan Bailey, has been around since 1998 and is generally regarded as the ultimate “Industry Watchdog”. He has taken up the cause of many an honest player, and gotten them a favourable outcome, when all other avenues had failed. He is also famous for rooting out evil players (yes, they exist too), so be warned. Scammers are not welcome. However, if you are truly having difficulty with a casino, then Casinomeister may be able to help you. His main site has a list of operators with past shady behaviour, which is really a must read for anyone new to online gaming. He also has a list of what he calls his “accredited casinos”. These are operators who have met his criteria of the way things should be done. Again, an invaluable resource. There is also a forum where you can ask questions and get advice from other members, and extremely knowledgeable industry people. Many casino operators and managers are also members of the forum and are readily available through Private Messaging to cut through some of the red tape.
Finally, if you have really tried all other resources, and are still unable to come to a satisfactory conclusion, Casinomeister offers a mediation/dispute resolution service free of charge. Your complaint can be submitted through the online Pitch A Bitch form. You must be a member of the forum to use this service, and dishonest players/scammers will be charged a fee for submitting dishonest/bogus claims.
Casinomeister is also a good starting point if you want to do some research on a casino prior to playing there. The forum offers a search function, which will bring up any posted complaints from past years.
