Gambling Guide: Lesson 1 The Full Terms and Conditions

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Players write me with questions, problems, fears, and recommendations on what it would take to make online gambling even better.

But one of the toughest parts of this job is dealing with players who have been disgruntled by their casinos, either through a clear-cut mistake or a through a misunderstanding. Mistakes are easily resolved. I’ll often write a letter to the casino on the player’s behalf expressing his circumstance, and the casino simply checks its records and presents me with a transaction log of the issue in question. There lies the answer in plain black and white, which then results in the player getting the money owed, or the player accepting his mistake.

But the second scenario, where there is a misunderstanding, is infinitely more difficult to resolve, but at the same time is very easy to avoid. Oftentimes casinos either neglects to post their full terms and conditions regarding game rules or, more commonly, on special offers. When this happens players often think they’ve qualified for offers or bonuses, only later to find that they’ve missed out.

Here are a few recommendations for players and casinos that will put an end to the confusion and will result in everyone having better time online.

· There is no such thing as an unconditional offer.

· Read the fine print in either the “Rules”, “Terms and Conditions” or “Bonuses” section of the website.

· Contact the casino’s customer service team to confirm your understanding of the rules.

· Expect that bonuses require you to wager at least 100% of the value of the bonus before you qualify to receive that bonus.

· To qualify for a bonus it doesn’t matter if you win or you lose.

· Referral bonuses often count only when the person you have referred deposits money into a casino account.

· If you usually only play to the minimum requirements to get a bonus you will be classed a “bonus taker” and the casino may have the right to refuse payment.

· Post your conditions clearly in the advertisement with your offer.

· Have a dedicated page on your website explaining the conditions of your offer.

· Be sure to update your “terms and conditions” page each time you create a new offer or promotion.

· Educate your customer relations team about any changes to your terms and conditions.

· Set up a system to handle misunderstandings between your casino and your players that will not only effect a resolution, but will have the leniency to keep your players satisfied and coming back.

· Always treat players like VIPs- take a lesson from Las Vegas or Atlantic City if you have forgotten how.

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