Catch regulator complaints, chargebacks and bonus abuse in casino support

Fields

• Channel (email, web chat, chat app, SMS, call)
• The whole conversation, oldest message first

Questions

1. Does the customer mention a gambling regulator, a dispute resolution service or an ombudsman? Yes / No

   Yes: The customer names or threatens to contact a regulator such as a gambling commission or authority, an alternative dispute resolution service, or an ombudsman, or says they already have. No: No such body is mentioned.

2. Does the customer threaten legal action or mention a lawyer? Yes / No

   Yes: The customer threatens to sue or take legal action, or says a lawyer or solicitor is involved. No: No such threat appears. A complaint to a regulator or a dispute with a bank is not legal action; other questions record those.

3. Does the customer threaten or report a chargeback or payment dispute with their bank? Yes / No

   Yes: The customer says they will dispute, or have disputed, a deposit with their bank or card issuer. No: No such dispute is mentioned.

4. Does the customer direct abuse at staff? Yes / No

   Yes: The customer insults, threatens or harasses an agent or staff member. No: No abuse at a person appears; strong criticism of the service is not abuse.

5. Is there a sign that someone other than the account holder uses the account? Yes / No

   Yes: The conversation says or implies another person plays on, logs into or controls the account. No: There is no such sign.

6. Is there a sign the customer pays with a card, bank account or wallet in someone else's name? Yes / No

   Yes: The customer says or implies a payment method belongs to another person, such as a partner's card or a friend's wallet. No: There is no such sign.

7. Is there a sign of bonus abuse, such as several accounts or claiming an offer more than once? Yes / No

   Yes: The conversation mentions several accounts for one person or household, using other people's details to claim offers, or arranging bets to take bonuses without risk. No: There is no such sign. Asking about bonus terms is not a sign, and playing on someone else's account counts here only when it is used to claim offers.

8. Does the customer make a formal request about their personal data? Yes / No

   Yes: The customer asks for a copy of their data, its deletion or correction, or cites data protection law. No: No such request appears.

Lens columns

regulator_or_adr, regulator_or_adr_probability, legal_threat, legal_threat_probability, chargeback, chargeback_probability, abuse_of_staff, abuse_of_staff_probability, account_sharing, account_sharing_probability, third_party_payment, third_party_payment_probability, bonus_abuse_signs, bonus_abuse_signs_probability, data_rights_request, data_rights_request_probability