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Customer complaints crop up in every industry, and iGaming sites have their fair share of support tickets to get through in a typical day. The problem with verifying complaints in this niche is down to how tightly regulated and thoroughly scrutinized it is, for obvious reasons. When so much cash is on the line, and the potential for money laundering and fraud is also greater, casinos have to go further with their investigation of claims made by service users.
In this context, asking customers to send in a screenshot to back up their complaint cannot be enough evidence on its own. The fact that image manipulation is incredibly easy with modern software, and AI makes generating fake images from scratch in seconds an option, means casinos have to put fully fledged investigative workflows into action to provide the type of outcomes that comply with regulations and keep customers happy in one fell swoop.
Kicking Off an Investigation
The first step in any good casino investigation involves confirming the account status of the user who submits the complaint, and comparing details of their gaming session associated with the issue against the details covered by any screenshots they submit.
If a game has crashed or malfunctioned, error codes should be available, and they’re a good starting point. However, you’ll also need to check that things like the balance and bet size shown in the screenshot align with what your own records show at the time the issue arose, as this can catch out would-be fraudsters.
Also be aware that iGaming platforms are judged on their fairness and security by prospective players more than ever. As covered in this Slot Madness casino review, online casino fans want to know about things like customer support quality and player protections. So, it’s in your interest to handle this seamlessly both to avoid fraud and protect your reputation from being damaged by mishandling a legitimate complaint.
Peeling Back the Layers
All modern iGaming platforms will have server-side logs to access for each game that provide details on every round played, including the RNG output. Comparing these against client-side outputs, including what was rendered on screen as shown in a screenshot, is the next step.
You’ll also need to explore any banking activities around the time of the alleged issue to get a full picture of what happened, and whether a claimed error is legitimate or not. This is especially relevant if the customer’s concern is around deposits or withdrawals, which of course can be a point of vulnerability. Funds going missing is very rare, so there should be a paper trail that you can check that doesn’t just rely on a screenshot for proof.
With your case properly built and the evidence gathered, you should be ready to put together a structured resolution to a complaint, rather than just going on the say-so of a customer. All sorts of positive outcomes can occur if you deal with a legitimate complaint well, so see this as an opportunity to enhance player loyalty, as much as a chance to catch wrongdoers.
