Legal Threats

Unhappy or frustrated customers can sometimes contact customer support with threats about legal action or involving lawyers, etc.

While we want to deal with these cases in a respectful manner it is important to consider that once we give in, they will notice and will continue to make legal threats expecting the same outcome.

How should we handle such cases?

1. Maintain Professionalism and Empathy

• Acknowledge the Customer’s Concern: Start by recognizing the customer's issue in a non-judgmental way. For example, “We understand you have concerns regarding your recent experience.”

• Stay Calm and Objective: Ensure that responses remain calm and avoid defensive or accusatory language. The tone should be courteous and respectful, showing genuine interest in resolving the issue.

2. Address the Specific Issue Raised by the Customer

• Provide Relevant Information: Clearly communicate relevant details related to the issue. For instance, if it involves a disputed outcome, explain how the outcome was determined according to the casino's rules and system protocols.

• Transparency in Policies: Highlight relevant sections of the terms and conditions that the customer agreed to upon registering or engaging in the casino's offerings. For example, clarify policies on refunds, bonuses, or withdrawals that are involved in the dispute.

3. Explain Compliance with Legal and Regulatory Standards

• Clarify Legal Compliance: Let the customer know that the casino operates in full compliance with relevant gaming regulations, including fairness, transparency, and security of gameplay.

• Refer to Responsible Gambling Policies: If the issue relates to problem gambling, point out that the casino promotes responsible gambling and offers resources for customers to set limits or self-exclude if needed.

4. Encourage Resolution through Internal Channels First

• Offer Internal Review or Escalation: Offer to escalate the matter to managements, who may be able to address their concerns more effectively.

5. Reinforce the Casino's Commitment to Fairness and Security

• Describe Safeguards and Protocols: Briefly outline how the casino ensures fair play and security, such as through random number generation (RNG) software and independent audits (if applicable).

• Remind the Customer of External Dispute Resolution Options: Where applicable, suggest that the customer may contact an external dispute resolution body if they feel the casino’s decision is unsatisfactory. Such as BMR, for example.

6. Avoiding Admissions of Liability or Confrontation

• Do Not Admit Fault: Avoid statements that could be interpreted as admissions of fault or liability. Instead, focus on facts and refer to terms and conditions.

• Avoid Threats of Legal Counteraction: Instead of threatening counter-lawsuits, frame responses in a way that shows a willingness to resolve the matter but maintains the casino’s legal rights.