GPWA Times Magazine - Issue 15 - January 2011

A fter a period of public controversy related to player and affiliate issues, we at Gambling Wages have firmly committed ourselves to addressing the issues raised and to improving our player and affiliate relationships. The issues we believe we needed to address most urgently centered around delays in paying players and the removal of winnings from players using conflicting terms and conditions. The measures we have taken have affected all of the Gambling Wages brands – Cool Cat Casino, Cirrus Casino, Club Player, Palace of Chance, Wild Vegas, Prism Casino and Slots of Vegas. Since the beginning of 2010, we have been running a player relationship program publicly and privately, inviting all players who have unresolved issues to come forward. Major steps we have taken over the past year are outlined below: We have created a new specialized Client Care Department under the leadership of Marty Davis. The purpose of the department is to provide more personalized service and to promptly address issues and concerns on an ongoing basis. We have rewritten our Terms and Conditions for the purpose of unification and clarity. All of the brands under the Gambling Wages umbrella now have unified Terms and Conditions created with the goal of providing 100% clarity on the bonus structure and associated restrictions. We launched an email campaign which went out to our entire customer base asking players who felt they had a legitimate claim or unresolved issue to come forward 1. 2. 3. regardless of the age of the issue. We believe that each and every issue brought to our attention through this process has been addressed and resolved to the player’s reasonable satisfaction. We began posting on various gambling-related forums and proactively monitoring player complaints in forums in order to more globally resolve player issues. Payouts are now streamlined and follow the guidelines listed on our websites. We will no longer fall behind the published time frames for making payouts unless there are unexpected processing issues. All of our sites now offer third-party arbitration using the Central Dispute System operated by CDS Corporation. We believe it is important to provide our players with independent and fair third-party arbitration and a direct channel to management. To summarize, we have worked very hard to make the Gambling Wages casino brands more transparent and accessible than ever before. Our new player relationship initiative is now fully integrated into our overall business model and is standard operating procedure moving forward. We are pleased with the results of our player satisfaction initiatives and with the substantial difference they have already made. Player complaints and the number of online issues raised have dropped significantly and we can see players are now happier with our services and are returning with renewed confidence in our casino brands and in the way we now operate. 4. 5. 6. An Open Letter to Affiliates from Gambling Wages GamblingWages Is Committed to Earning the Trust of Players and Affiliates New Procedures, New Software, and Player Disputes Being Resolved ADVERTISEMENT