Hold'em poolCoordinating with the Online Support
In land-based casinos, the poker players will find several casino people who are roaming around and looking into games. These people are employed with the casino to help the gaming people if there are problems. Aside from these people, there are also cameras that monitor the actions at each gaming table, including the poker tables. Thus, when indeed there comes a problem, this is usually resolved by the tactful and diplomatic casino staff. What is the equivalent of this in online casinos?
Online casinos have the "online support staff". But this staff is not composed of as many people as in land-based casinos, even though online casinos may have more players. And this online support unit does not send its people to "roam around" since this would be physically expensive. Thus, they don't actually "see" what is going on. Also, there are no cameras that will monitor the gaming tables. When a problem arises, how will this online support unit resolve it?
The online support unit will have access to computer records, such as the hand history of a poker player. Using such records, they will analyze the problem. Of course, this process is tougher for the online support staff. Based on the computer records, there may be several problems that the online support can see. In other words, the poker player sending a complaint may be misunderstood. Thus, the poker player, when sending a complaint through email, must clearly state what happens, using specific details.
And if the problem is a technological glitch or the fault of the software utilized by the online casino, the online support usually acknowledges it and returns a courtesy bet to the poker player. Of course, such a process can be abused by poker players who constantly lodge complaints so that they can get those free bets. A poker player must remember that the online support staff has records of mostly everything that happens, including the records of a poker player's complaints. If the name of one player keeps popping up in such records of complaints, this particular poker player may no longer be given the original solicitous and timely response of the online support staff.
However, the online support staff, like those in land-based casinos, stays diplomatic and helpful. Aside from technological glitches, an online poker player can send information of other nature, such as the belligerence and discourtesy of some poker players, the slow play of some poker players who wanted their opponents to tilt, and a possible collusion of several poker players.
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