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Gambling Grumbles Report

Velvet Bingo

The player did not respond

by Steve Russo
April 2016

Gambling Grumbles is always happy when it can help a player with a problem -- and equally unhappy when the player does not work with us to do so.

That was the case with Sarah B of the UK, who wrote to us about Velvet Bingo. We are going to quote the entire e-mail that she sent to us, making no changes in it, not even correcting grammatical errors:

I made a withdrawal 3 times over last 3 weeks with no problem. I made a withdrawal this week and they informed me they have not paid as i have multiple accounts with them which is not the case, i only have 1. They also said I had been extremely lucky on the site and im wondering if this is the reason they wont pay me".

That's it. That is all that Sarah told us about the problem. We wrote back to her saying, "I will be happy to write to Velvet Bingo but need a little more information first.

"Please tell me how much they paid you in the first three withdrawals and how much they are now refusing to pay. Also, are all these withdrawals from the same original amount owed to you (being paid in installments) or did you win each at different times?"

That is the very least that we would have to know in order to be able to write a reasonable e-mail to the casino.

We decided to treat Sarah the same way we would a casino. We waited a week for a reply and when none appeared we published this report. Of course, we would have gone further with a casino and put a "Skull & Crossbones" icon on it but there was no reason to do that here. We are not warning anyone to stay away from Sarah. Still, it was a waste of our time and effort to review Sarah's complaint and write to her for further details. We don't know why she did not reply, perhaps Velvet Bingo paid her immediately after we wrote to her, but if that was the case we feel the least she could have done would have been to pay us the courtesy of letting us know.

There is, however, another issue with Sarah's complaint which deserves being discussed -- especially as it is much more common than a player not getting back to us when we write to him.

She had a number of small errors in that complaint. She did not capitalize "I" when referring to herself (except at the beginning of a sentence). She did not spell "won't" correctly. She did not, as she said, make "a withdrawal" three times, she made three withdrawals.

I am not raising this point in order to be picky. When Gambling Grumbles first began operations, over a decade ago, we wanted to be 100% accurate in writing to a casino. Hence, we cut and paste the player's complaint exactly as it arrived into the e-mail we sent to the casino. We made no changes at all. We soon discovered something very interesting -- when a complaint is full of grammatical errors the casino reps take it less seriously. We had a much lower rate of success than we did with well-written complaints. In fact, in one case a casino manager told us that the player's complaint proves "he is an idiot" and he obviously does not know what he is talking about. In another, when someone in the US wrote to us using very bad grammar, the casino told us that this is proof that he is a fraudster pretending to be an American.

Grammar, punctuation, and spelling are important when writing to anyone. Think of how much difference a simple comma makes in these two sentences: "I ate, Mother" and "I ate Mother". They are especially important when you are asking someone to do something for you -- such as having a casino reverse its decision and pay you. If the casino representative is a native English speaker he probably will understand what you are saying if you make a number of mistakes but if English is his second language, he will have difficulty with your request and might well just ignore it.

As Gambling Grumbles feels that nobody should be denied money that rightfully belongs to him, we decided to fix up the grammar, punctuation, and spelling to the degree possible before contacting a casino. This requires a lot of work on our part and is annoying when someone whose mother language is English but doesn't take the trouble to bother capitalizing "I" or check his spelling. When someone who only learned English as a foreign language writes to us, we are more understanding of mistakes but, at the same time, find quite a few more. Sometimes this means that we have to write back to the player for clarification. It always means that we have to fix his English and to be certain that we are saying exactly what he meant.

To both help us and to help yourself, if you are a native English-speaker who has "Word" in your computer, before clicking "Send" on your e-mail cut and paste it into Word and see if it makes any corrections. If it does, make those same corrections on your e-mail. If your native language is not English, and you don't feel completely comfortable with it, here is a suggestion: Write your complaint in English but below it write it again in your native language. Very possibly we will have someone here who can understand your language and, if not, if your English is not clear we can at least try a program like "Google translate" to see if it makes clearer what you are trying to say.

(Please do not write to us only in your native language. Be certain to include the English version of your complaint. These on line translation programs often produce something which makes no sense at all.)

Okay. The rant is over. I hope those who read it will keep these things in mind and not only make our job easier but also speed up the process of us writing to a casino to get help for them.

Velvet Bingo is licensed in Isle of Man

At Gambling City, we want all of our members to gamble responsibly, wager within their means, and to be aware of the advice and information available which can prevent irresponsible gambling.

eCOGRA has listed GamblingCity.com as a Reputable Gaming Portal

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