Proper Complaining

[Fonzi]

In the past, I've written a more advanced guide on the topic of getting your complaints properly addressed by a casino or online poker site. Sadly that guide seems to have vanished into the ether, as it was distributed in paper form only. But that's alright, because it was a guide aimed at a casino veteran. Today I'll be taking you through the basics of getting your side of a complaint heard by the correct people within a gambling institution.

First of all, there are three parts to a complaint. You should know what you need to cover in order to make a proper complaint:

1) Statement of the Event
2) Evidence of Wrongdoing
3) Suggested Compensation

For example, let's say that 500 dollars were changed at the table, but I only got 400 in chips. The dealer, quite busy, has already moved on to changing cards in the shuffler. You politely point out that you only got 400 dollars in chips, and the dealer says that you must have given them 400 in cash. The dealer is fairly certain of this, so you're going to have to take it to the next level in order to be properly compensated. In this case:

1) You were only given $400 in chips for $500 in cash.
2) The cameras for the table and the other players should back you up.
3) You would like your other $100 in chips.

Note that there are no crazy demands for OVER compensation. You aren't going to scream that someone needs to be fired over this. You're going to calmly go to the right people and get the situation rectified. At no point will you raise your voice, nor will you make a direct accusation. Cooler heads prevail in situations like these.

The next question is, who do you go to with your complaint? Wherever the mistake was made, you should go to the next level in the casino hierarchy for resolution. If the mistake was made by another player, inform the dealer. If the dealer makes an error, inform the floorman. If the floorman cannot help, inform the pit boss. If the pit boss cannot help, ask for the shift manager. And if the shift manager cannot help, you're going to have to take your complaint to the general management of the company. In general:

Player > Dealer > Floorman > Pit Boss > Shift Manager > General Manager

Online, there's a similar pecking order. There's general helpstaff/support. There is an on duty support manager. And then there are various levels of technical and support management above them that can help you to rectify the issue.

Once you're speaking to the right person, present your situation. Explain to them where it happened and possible sources of evidence to back up your story. Then request that they make it right. It doesn't matter if it's a money handling issue, a rules infraction, or a simple misunderstanding; use the same procedure.

Remember to stay calm and keep it simple. Follow the chain of command, don't skip over anyone in the escalation of your issue. Hold on to any evidence that you may have, and if paperwork is involved, ask for copies for your personal record. And again, remain calm and reasonable at all times!

Simply put, your satisfaction is in the casino's best interest, since one bad experience will be spread to dozens of your friends. But a good experience will be related to one or two others who might seek out their services in the future. The casino wants to give you a good experience!

Bill Ricardi ? Internet Gaming Guru

[SharBear613]

When dealing with online poker sites, it is imparitive to get the table/tournament number and hand number. The hand number are normally displayed on the top right or top left of the screen. Also, if the site has history, try to get a screen shot. This will help with situations like reporting abuse, collusion, etc.

If it involved depositing or withdrawing then make sure you keep record of the transaction number or print out the receipt. When you make a withdrawl you should get a tracking number. This will benefit you later on if, for some reason, you don't receive your deposit.

Just a little added info and helpful suggestions.