EnzoCasino

Dear, The management of Enzo casino has asked me to examine your claims against the casino that you made in an Ask Gamblers review. You claim that the casino staff did not deal with your gambling addiction related account closure requests properly and thereby allowed you to lose money. The casino management takes the issue of responsible gaming seriously. My examination was requested with the intention to improve the customer service and to take all needed precautions to help gambling addicts. Before I begin, I must deal with some fundamental matters. There is a great difference between requesting account closure due to client dissatisfaction, and account closure due to a gambling addiction. Having a gambling addiction implies a reduced capacity for making free choices. All businesses are founded on the notion that adult individuals are presumed to be free agents and responsible for their own actions. Gambling addicts have, to some extent, a diminished capacity for free choice in connection to the activity of gambling. Diminished capacity does not mean "no responsibility." An addict is expected to do what they can to get better and to avoid wrongdoing in the satisfaction of their desires to gamble. If an addict steals in order to feed his habit, he is responsible for that choice. As regards the casino, the minimal expectation is that a gambling addict will be honest about his problem and request account closure for that reason. He is expected not to rely on measures that arehalf hearted or possibly ineffective, but rather to pursue his goal in the clearest and most effective way. For this reason, the Casino's T&Cs instruct recovering addicts to write via the support page. If a client contacts the chat with such a request, he will be instructed to write an e-mail. The simple reason for this is that chat operators deal with many requestsoften simultaneously. If a chat operator should forget to add a bonus to a client account, that is of no great concern. But should a chat operator become confused between two clients and close the wrong account, that would bevery distressing. The safest possible option to have the client write via the contact us form on the support page. He also needs to know that depending on the circumstances there may be time lag in the reply. This is unavoidable. One might wonder why we have no automated function for closing accounts. This is primarily because in general experience, such automated functions can be used impulsively, and the number of people who complain afterwards that their accounts should be reopened create substantial confusion for the casino staff who then do not know what to do. Our assumption is that an addict who is taking his first steps in recovery will take the time to write out the nature of his problem and send it to the casino Support. The very fact of writing honestly makes it quite likely that the recovering addict will be able to withstand temptation long enough for the casino staff to see and carry out his request. Very often such requests are carried out within a few hours. Once an account is closed, it cannot be opened by the client without a 7 day cooling off period. As for account closure requests due to customer dissatisfaction, such requests do not carry any implication of reduced capacity. If a client does not like the service he can and should go elsewhere. Closing the account is a symbolic act through which the client proclaims his dissatisfaction to the casino. It is, of course, a clients right to close at any time, as stipulated by the T&Cs, but it is also the casino staffs obligation to attempt to turn an unhappy client into a satisfied one. Clients are presumed to be free and willful agents and the casino staff is expected to provide them choices that are to their liking, encouraging clients to remain with the casino instead of taking their business elsewhere. Now let us turn to your concerns. According to our records you opened your account at Enzo on 4 April at 08:05 (GMT) You made your first deposit of 40 euro a few minutes later, and received a first deposit bonus of 60 euro. You deposited several more times and you continued to play until 12:58.You played through your bonus, and requested that the staffstop you from receiving automatic bonuses with your deposits. You then played Netent games that do not accept bonus money. At 13:32 you wrote your first request to close. You noted a list of reasons why you were dissatisfied, some having to do with the bonus given you when you signed up, and the fact that you could not play this bonus specifically where you wanted to. However, you then went on to argue that the games were rigged so that if you didn't take a bonus they would give you a poor payout. I trust that you are aware that the games you play at our site come directly from the game providers. The casino has no influence what so ever on the outcomes of the games. You played on the servers of some of the most prestigious names in online gaming, in particular Netent. There was and is no possibility of game manipulation. You gaming sessions were not particularly lucky for you, but it was well within the range of the probabilities.This would have been precisely the kind of account closure where the support staff would be taskedwith encouraging you to reconsider you choice to close. After all, Netent is Netent wherever you play it, and randomness being what it is, your failure to win as the day before has no impact on what happens the day after. Most importantly, there was no mention in that letter of your being an addict. It is unfortunately the that the casino staff did not notice this e-mail of yours the day after, 5 April. It was not replied to at that time. Instead a 25 euro bonus was placed in your account. You returned to play in the early morning hours of 6 April. You continued to deposit and play before you stopped at about 06:00. You then wrote a second letter You criticized the casino staff for not closing your account previously on the 4th. This time you made some hints about the possibility of there being an addiction, namely: "You try to keep me as your customer, loosing more money and in the end going bankrupt. Do you understand how many people are addicted because of this industry and what this is done to them?" This letter was also not immediately noticed by the staff. As before, a bonus was placed into your account.Bear in mind also that the casino staff made several attempts to reach you by telephone before giving you the bonuses on the 5th and the 6th. You returned at 10:15 and commenced an additional series of deposits and gaming sessions that continued until 12:23.You returned tothat evening at 19:26 and continued to play. Your last deposit was made at 20:38. You came to the chat at 21:00 and told the operator very forcefully that you were an addict and that you wanted your account closed. The next morning, 7 April at 06:10 you wrote again to request your account be closed. This time you made it clear that you are suffering from a gambling addiction. You letter was noted and replied to at about 09:30. In evaluating this information, several issues come to light. The first is the question of how thesupport staff dealt with your written account closures. Once again, the first email of 4 April was purely a case of customer dissatisfaction. Clearly this should have been dealt within a more timely manner, although it is entirely uncertain that the account would have been closed. This would have depended greatly on your responses to the casino staff's reply. It is also clear that the second letter of 6 April had not been noticed. However it is still the case that your letter of the 6th would have called for an additional request for clarification before being acted upon, since you were not saying that you are an addict yourself.Your letter of 7 April demanded a swiftresponse. Fortunately it was acted upon almost immediately. In summation, while the casino staff will soon be undergoing a training session on the importance of paying attention to E-mails, the fact remains that your first full fledged declaration that you have an addiction was in the chat on the evening of 6 April and in your e-mail onthe morning of 7 April The casino staff will study the facts and the issues of your case and re-evaluate the customer service procedures with the goal of insuring that things are done differently in the future. In this way you will be helping all those that come after you far more than you might by leaving your negative review in place. Please consider this carefully and appraise me of your further intentions. I wish you all the health, well being and happiness that your recovery has in store for you. Sincerely, Randal Phillips Casino Oversight Group Enzo Casino

EnzoCasino 9 years ago

Hello VolenDAM Thank you for taking the time and reviewing our casino. we are saddened that you had a bad experience. allow me to segregate your review and address every issue: 1. Netent Games- as we've stated before in our reply to TON: Netent limits access to their software through us in certain countries and unfortunately Netherlands is one of them at the moment. Other countries such as Germany, Australia, Sweden, Finland, Norway, etc have access. We can assure you that we are working to develop our relationships with Netent in order to open their games to more countries in the near future. 2. slow software - As for slow software, as we said earlier the servers are located in Europe. It is possible that the slow reaction is do to the quality of your connection You might want to ask your ISP to find out. Another reason that might be contributing to the slowness is computer hardware. our games are graphically rich and it could be too demanding for particularly old computers. it can be deduced from the instance of you changing your browser to chrome which in many cases is lighter than other browsers. P.S. as of late we revised the Landing pages to display a disclaimer, that suggests to check with our Live-chat which operates 24/7 as to which games the bonuses apply, since our vendors have different policies and some accept certain bonuses and some do not. Hopefully this answers your complaints to your satisfaction. Thank you for your feedback, this help us improve our service and we hope to see you again in the near future.

EnzoCasino 9 years ago

Hello Domo81, Your request to close you account was sent on 13 March and was implemented the next day, 14 March. We appreciate your patronage and wish you much success and good luck. best regards, Enzo Casino

EnzoCasino 9 years ago