Start here: Who I am & how I can help

[MatejN]

Hi everyone,

I’m Matej, Head of Player Operations and Community at Gentoo Media, the company behind AskGamblers. I’m opening this thread as a place where you can bring your casino problems and get an honest, experienced view on them.

A bit about me: I’ve spent about 10 years in the iGaming industry. Before joining Gentoo, I was Head of Casino Research at one of the largest casino review and complaint-resolution sites. There I founded the complaint department and led it, building the resolution process from scratch and working on thousands of player complaints. I’ve seen most of the tricks casinos use, and also the mistakes players make that weaken an otherwise strong case.

What this thread is for

Post your situation here, and I’ll look at it with you. I can help you with:

• deciding whether you actually have a case, and how strong it is

• spotting which casino terms apply and whether they’re being applied fairly

• working out what to send the casino and what evidence to collect before escalating

• choosing the right next step: the casino’s support, an AskGamblers complaint, the licensing authority or an ADR body

• understanding what a realistic outcome looks like, so you know what to expect

What this thread is not

I won’t step into individual complaints or contact casinos on your behalf. If you already have an open complaint with the AskGamblers complaint team, it stays with them and follows the standard process. My role here is advisory only: I’ll look at your situation, tell you honestly what I think, and help you decide how to proceed. The decisions and the actions stay with you.

Important: Your security

• I will never ask for your password, for any casino account, email or anything else.

• I will never ask for personal data: no ID documents, bank details, card numbers, addresses or phone numbers. I don’t need any of it to give you advice.

• I will never contact you by email. I reply only here in this thread or through forum DMs, from my official admin account.

• If anyone claiming to be me, or to be from AskGamblers, contacts you some other way or asks for any of the above, it’s a scam. Please don’t respond, and report it here.

Please also keep your own information safe when you post. Leave out your full name, documents and transaction IDs, and anything else that could identify you. A short description of what happened, the casino’s name and the key dates is usually all I need.

Looking forward to helping.

Matej

[Blackjax]

Finally you speak. I have been watching you browse our forum from the past few weeks and was wondering if you were from CG as your name seemed a bit familiar.

I was a bit surprised. First I thought you were a CG SPY and then I was like maybe Gentoo has bought CG as well. 

Glad to know you are now working with AG. Your experience will be helpful for our site.  Welcome aboard. 

[Afi4wins]

I hope new members with problems at hand will come and seek advice here.

[cocopop3011]

@Afi4wins when approving posts please make sure all personal information is removed

[Afi4wins]

20 minutes ago, cocopop3011 said:

@Afi4wins when approving posts please make sure all personal information is removed

Okay, will do.

 

[cocopop3011]

@MatejN Welcome to our forum!

To all our members here - MatejN is going to be a fantastic addition to the not only our complaints section for but for the entire Forum. We hope to bring you lots of exciting things next year and if anyone can make this happen it is MatejN!

All I can say for now - watch this space.

[cocopop3011]

IMPORTANT - Please can all users create a new topic for complaints. They are not to be started in this topic as it will be too confusing to keep track of.