home | about us | contact | site map | credits | disclaimer | bookmark

CHARTWELL: a software provider that refuses to support its players


Friday, January 13, 2006

CHARTWELL: a software provider that refuses to support its players


Back in mid 2003, a player at one of the Chartwell-powered casinos, Carib Sunshine, suffered a loss of $600 when the casino went out of business. The matter was reported and discussed in the Casinomeister Carib Sunshine thread.

In response to an enquiry from the aggrieved player, Chartwell had the following to say:


We are in receipt of your email and would like to clarify our position as the software supplier to Caribe Sunshine Casino. 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.

Caribe Sunshine entered into a licensing agreement with Chartwell to use a copy of our software with the intent to operate an online casino. Chartwell's responsibility and obligation to Caribe Sunshine is to support them technically. 100% of their daily operation is the responsibility of Caribe Sunshine. It is unfortunate that their business was not successful and they decided to close their online operation.

In closing, we would like to express our understanding with your frustrations with Caribe Sunshine and will attempt to pass on your email to the contact information we have on file. We cannot make any assurances beyond that with respect to a response or explanation, it is strictly the customer's responsibility."


In other words: in the event that a licensee causes financial loss to its players, for any reason ranging from simple refusal to pay a legitimate debt through to actually going out of business, Chartwell are on record as saying they do not consider themselves responsible in any way, and will not offer any assistance to the aggrieved players in any form whatsoever, be it investigation of the matter from their end through through to ultimately settling the debt themselves.

This is an antiquated case of Have Your Cake And Eat It Syndrome - Chartwell are more than happy to take the licensees' payment for use of the software, but they want no part in the fallout when things go wrong. They do not, it seems, feel any responsibility to the players for the conduct of those licensees who could only operate, and end up failing their players, with Chartwell's granting of the license in the first place!


That incident, from two and a half years ago, saw the light of day again during the reporting of another Chartwell incident in the Liquid Casino thread at Casinomeister; this operation deceiptfully advertised a promotional bonus over the Christmas period, only to renege on the offer and then apparently suffer payment problems which are still unresolved. In other words, on the face of it Liquid Casino appear to be in financial difficulties which may well result in their going out of business and leaving players unpaid.

Chartwell? They appear to have not changed their antiquated and unfair policy of non-involvement in any matter pertaining to their licensees conduct - beyond ensuring receipt the license fee, of course!


On the basis of this, Casinomeister Bryan Bailey chose to issue a Chartwell casino caution this week in his rogue section.


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.

I have spoken to them in person about their stance, but they are adamant that their licensees are good solid companies. That may be true for the most part, but their licensees are not immune to incompetent management, sub-standard customer support, cryptic terms and conditions, and bankruptcies. It boggles my mind thinking 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.

I would advise players to play at these casinos at your own risk. If you run into a problem, sorry - you're on your own."


Quite right, too. Microgaming will financially bail out players from failed licensees; RTG have a dispute service which is slowly gaining credence, and Playtech have paid lip-service to a more hands-on approach with the setting up of a "complaints" department - though it has, to date, been hopelessly ineffective.

Play at Chartwell casinos at your own risk; if you run into problems you can expect no assistance from the software provider.



0 Previous Comments


Post a Comment


May 2005 | June 2005 | July 2005 | September 2005 | October 2005 | November 2005 | December 2005 | January 2006 | February 2006 | March 2006 | April 2006 | May 2006 | August 2006 | October 2006 | January 2007 | February 2007 | March 2007 | May 2007 | June 2007 | July 2007 | January 2008 | February 2008 | March 2008 | April 2008 | June 2008 | July 2008 | September 2008 | October 2008 | December 2008 | January 2009 | February 2009 | March 2009 | May 2009 | June 2009 | July 2009 | August 2009 | September 2009 | October 2009 | November 2009 | December 2009 | January 2010 | February 2010 | March 2010 | April 2010 | May 2010 | June 2010 | July 2010 | August 2010 | October 2010 | November 2010 | December 2010 | January 2011 | February 2011 | March 2011 | April 2011 | May 2011 | June 2011 | July 2011 | August 2011 | September 2011 | December 2011 | February 2012 | May 2012 | July 2012 | August 2012 | March 2016 | April 2016 | June 2016 | November 2016 | December 2016 | March 2017 | May 2017 | June 2017 | August 2017 | Atom feed
© 2005 hundred percent gambling

ONLINE CASINO NEWS

• Online casino news


2016

• Can't split 10s?
• Overbetting
• EV charts
• The IPCA
• Basic strategy master
• Back to the future
• Site hack

2015

• Better comp value
• Pit bosses are a pest
• 32Red buys Roxy Palace
• Winneronline is gone
• Paradise Win Casino
• Blackjack simple strategy

2014

• Court refuses Ivey winnings
• Phil Ivey versus Crockfords
• 32Red does the right thing
• Wizard Of Odds sold
• Gambling addict sues Ritz
• Better blackjack conditions
• FL: the beat goes on
• Phil Ivey and the Borgata
• LadbrokesFOBT profit
• Chat with the Met
• "Bonus abuse" and the Met
• Casino industry crooks.
• Debate to curb the FOBTs
• Labour idea to ban FOBTs

2013

• Ruby Fortune: terms buried
• Royal Vegas: bad outcome
• Russia illegalises gambling
• RV: player breaks no rules
• Gib casinos and UK laws
• The GGC (GRA) useless
• BetFred rigged games 9
• BetFred rigged games 8
• Betfred rigged games 7
• BetFred rigged games 6
• BetFred rigged games 5
• BetFred rigged games 4
• Phil Ivey: is he entitled?
• BetFred rigged games 3
• Betfred rigged games 2
• BetFred: rigged games 1
•  UK GLA Act 2013
• 888.com and Facebook
• Crockfords denies Phil Ivey
• Bad dealers
• Betfair Blackjack test
• Playtech software update
• Cheap blackjack
• Hippodrome Casino

2012

• The UK's FOBT addiction
• Conan Casino beware
• Intercasino misleading
• Fortune Lounge
• UK Gambling Commission

2011

• Small Claims Court
• Gamcare
• Full Tilt Poker saved
• Full Tilt ponzi scheme
• Casino Barcelona
• Irakli Kacharava
• Betfair processor no pay
• Full Tilt licensing meeting
• UK Gambling Commission
• Full Tilt Poker investors
• Full Tilt license suspended
• Twitter
• Betfair resolution
• Casino Web Scripts 2
• 32Red bonus marketing
• Casino Web Scripts 1
• Poker domains seized
• eCOGRA independent?
• Easystreet Sports theft
• Betfair to Gibraltar
• Rigged blackjack 2
• Betfair responses
• Rigged blackjack
• 888.com theft
• Betfair poker problem
• UK gambling controls
• Harry Reid

2010

• eWallet Xpress
• Kevin Stillmock
• Blog back up
• Betfair happy hour
• Ladbrokes bonus increase
• Absolute Poker tricks US
• Absolute Poker rigged
• Last position no difference
• Basic strategy simplified
• Online casino bonuses
• Righthaven LLC
• Ladbrokes bonus rules
• Malta LGA nonsense
• Purple Lounge theft
• UK affiliates issue
• Online casino problems
• GPWA code of conduct
• One Club Casino problems
• Rushmore theft resolved
• Realtime Gaming cheats
• Absolute Poker Ultimate Bet
• Rushmore Casino theft
• Ask gamblers service
• Intercasino bonus terms
• Profitting from poverty
• Gambling dooms UK to ruin
• Want To Stop Gambling
• Gambling Therapy
• Gordon Moody Association
• Breakeven
• Online gambling jobs
• Gamblock
• Gamble Aware
• Gamblers Anonymous
• Gamcare
• Video poker auto hold
• Gambling Wages help offer
• Blackjack double down
• Intercasino rules
• Tradition Casino warning
• Tradition Casino problem
• Be The Dealer
• eCOGRA approved casinos
• UK underage gambling
• iGaming Super Show
• eCOGRA reputable portals
• eCOGRA exposed
• Slots Oasis warning
• Slots Oasis problem
• HR 2267 comments
• HR 2267 proposed bill
• Search fully functional
• Gambling hearing delayed
• Betfair download blackjack
• Betfair blackjack
• The Federal Wie Act
• Casino Rewards warning
• Kahnawake dumps GP
• GP dumps Microgaming
• UK online gambling
• Gambling checklist
• Online casino problems
• Gambling Grumbles
• Casino Rewards
• Brian Cullingworth
• Casino Wager Tracker
• Grand Prive affiliates
• Jackpots Heaven Casino
• Kahnawake commission
• UK gambling problem
• eCOGRA and Grand Prive
• Bet365 misleading bonus
• Mastercard and Visa
• Online gambling rules
• 32Red sign up bonus
• Ladbrokes data theft
• Ladbrokes unfair settlement
• Palace group bonus rules
• Grand Prive and eCOGRA

2009

• Blackjack in the UK
• Seminole Hard Rock
• The APCW and MG
• Sportsbook.com
• Slot beaters slot strategy
• Rushmore Casino theft
• Paddy Power affiliates
• Slots
• 888.com problem
• The UIGEA
• Neteller contest winner
• 888.com bonus problem
• Casino Club meeting
• Online casino directory
• 32Red debit card bonus
• Blue Square Casino
• Budapest Affiliate Expo
• Rushmore payment issues
• Modern Blackjack volume 1
• Eurolinx certain insolvency
• Buzzluck winnings theft
• PaddyPower removed
• 32Red lawsuit
• William Hill Casino Club
• Betfair video poker
• APCW underage children
• Odds page updates
• VP Genius
• Video poker page updates
• Blackjack page updates
• Progression page updates
• Single deck page updates
• Betfair Playtech license
• Cherry Red Casino
• Online gambling debate
• William Hill & Teddy Sagi
• Rogue casinos section
• Pontoon correction
• Microgaming poker scandal
• Casino Club confiscation
• Casino Club steals €8000
• Villa Fortuna Casino
• Grand Prive affiliate issue
• CAP and Cardspike 2
• Virgin Casino bad results
• CAP and Cardspike 1

2008

• iNetbet removal from site
• Mario Galea and Malta LGA
• Cold Mountain Resort
• The AGCC
• Moneybookers privacy
• Virtual Casino rebranding
• Captain Jack Casino
• Royal Ace Casino
• Ringmaster Casino
• Catseye Casino
• Lucky Palm Casino
• Pharaohs Gold Casino
• Goldstream Casino
• Plantet 7 Casino
• Betfair bonus confiscation
• Malta LGA worthless
• The GIA
• Interwetten theft of £5000
• Lucky Ace winnings stolen
• The KGC and Absolute

2007

• HippoJo Casino
• Microgaming All Aces VP
• Neteller issues
• Lou Fabiano responds
• Lou Fabiano selling stats
• Betfair Zero Lounge
• ICE 2007 brief visit
• RTG cancels ICE visit

2006

• Crystal Palace Casino theft
• eCOGRA & Jackpot Factory
• English Harbour cheating
• Boss Media single deck
• Bella Vegas / Grand Prive
• The KGC worthless
• Gambling Federation
• Playtech sued
• Meeting Andrew Beveridge
• Playtech confirmed listing
• African Palace Casino
• G-Fed ICE discussion
• Playtech ICE meeting
• Playtech issues escalation
• Chartwell hands off

2005

• Crystal Gaming silence
• Price Waterhouse Cooper
• Crystal Gaming flotation 2
• Vegas Frontier
• Crystal Gaming flotation 1
• Playtech public listing
• African Palace & Indio
• Kiwi Casino
• Rochester Casino
• G-Fed theft 2
• Warren Cloud best avoided
• Golden Palace stupidity 3
• Golden Palace stupidity 2
• G-Fed theft 1
• Golden Palace stupidity 1
• Russia online expansion
• Wan Doy Pairs Poker
• Microgaming CPU usage
• Net Entertainment RNG
• Cryptologic & William Hill
• Casino growth slow
• English Harbour paying
• Fraudster or not
• Blackjack surrender
• Integrity casino group audit