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12.01.2006 It has been common knowledge in the industry for some time that turnkey provider Chartwell Technology (based in Calgary, Canada with sales offices in London, England and big ambitions in Europe) has a conscious "hands off" policy when it comes to any dispute between players and its casino licensees. The management has itself outlined this policy in both personal discussions and in writing as:
"Unlike many other software suppliers Chartwell Technology is strictly a software development company and only license the use our products for a variety of online applications. We do not participate in any aspect of the daily operations of our customers business, which includes hosting, customer support, database and money management."
That may have washed in the early days, but players expect more responsibility and help today.
After a number of complaints in recent weeks, the Casinomeister portal has cautioned its members about the dangers implicit in such a policy, publishing a list of Chartwell licensees and saying: "I am a firm believer that the software provider has an obligation to the player if their licensees go down the tubes. Chartwell provides gaming software to a number of casinos, but they refuse to get involved with player disputes or issues of non-payment.
"....their licensees are not immune to incompetent management, sub-standard customer support, cryptic terms and conditions, and bankruptcies. It boggles my mind to think that the software provider will put these casinos into operation, but won't do a thing to protect the player.
"Attitudes like this are archaic and useless to this industry. I am amazed that anyone in this business still subscribes to this train of thought. I guess they will leave it up to the licensing jurisdictions to take care of any screwed over players. But licensing jurisdictions are normally set up for tax purposes for the licensee - they rarely provide player protection."
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