I understand that you won't discuss an individual case publicly on the forum. But, as a customer, I would want to see some transparency from your end! If you are not a scam casino, why not show some proof? Like, maybe, a certificate that says "Not a Scam Casino," or something equally official-sounding! Just kidding, but I hope you understand my skepticism.
Now, coming to your customer service. I completely agree that they should be up to the task of giving the affected player the information they need to know. Just blocking the account and leaving a small note stating "abuser" is not enough. Abuser of what exactly? It's like leaving a mystery for the customer to solve, which is not really fair.
I suggest you take customer complaints seriously and address them promptly. Trust me; it will save you a lot of trouble in the long run!
Hi,
Well it's all listed on our site, you can find that we do have such fancy certificates, for example,
https://cryptogambling.org/#verified-operators you will find us listed as a verified provably fair operator as per the cryptogambling.org standard
You will also find our gambling license there on the bottom of the page (of which you'd have to check for yourself as to the way the validation works)
We also had an outside team validate the randomity of outcomes
https://duckdice.io/storage/downloads/RNG_Certificate_UK_Sabant_BV_ITL1902910_12Nov19.pdf of which you can check here
Mostly though you'll also note a strong and consistent user base of which we have many
As to the customer service side of things and the user's issue, I totally understand, it's just such cases are sensitive and only handled by certain members of the team, this segregation makes sense for many reasons however you are not wrong, it makes it difficult to convey the necessary information if it's outside of my area of expertise. Not an excuse for the longer than satisfactory wait or adequate information and I'll endeavor to communicate that we can do better in this area for future cases.
Honestly the representative of Duckdice is doing his job to become more active on engagement here to all the concerns. The only problem was his hands is tied on what he can share since the management will be the one who will give a call on issue like this and providing a premature evidence might be use against them to reverse their action.
I just hope that the reps will provide proof before he will answer concerns instead of giving generalized statements which typically triggered most of the user that watching the case.
It is the case I am not even privy to individual cases in these sorts of circumstances, for the most part, it is handled outside of live support by dedicated members, and it's often tricky to provide proofs that I either don't personally have, so in some ways, all i have is generalized statements about our ordinary conduct which is usually of a good standard. Maybe it was better not to state anything until i had facts that i could share to the original user.
sometimes such cases are particularly sensitive and time-consuming but i will endeavor to improve our communication process as previously stated
-----
Bobstone
DuckDice Live Support
) and a couple of small bets that lost - I received a notification that the account was blocked!
