Category: Player updates

For now I’m disabling notifications on my mobile phone for Uber and Hybrid servers. This is because casinos are mostly closed anyway, so there is no significant need for urgent messages for now. Also too many players are still using the emergency messaging app (Wickr) to contact me for issues that aren’t related to urgent server issues.

As I’ve mentioned many times, the emergency messaging app is only for emergencies. I’ve updated the instructions to clarify when you should or shouldn’t use Wickr.

The significant change is use Wickr only if it’s relating to server access for a real-money session. If you have server issues just during testing, use email instead. See the relevant updated instructions below:

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Sometimes you may need emergency support. For urgent issues, contact me via Wickr, and it will wake me if I’m sleeping. Usually I’ll respond within a minute or so. If you get no response after a few minutes, try messaging me again. But there are strict rules for using Wikr as explained below:

RULES FOR USING WICKR:

Use Wickr to contact me only if you’re an Operator with an approved server booking for a real-play situation (for real money), AND:

• Have followed all troubleshooting steps but cannot access the server, or

• A critical part of the server has crashed that has made it unusable (in or 10 minutes before the booked time)

For all other issues, please only use encrypted email.

Basically Wickr is ONLY for urgent and critical issues relating to server access. It is NOT for anything else, including:

• Non-urgent support-related questions.

• Any questions or issues that aren’t related to the server being online and accessible.

The only exceptions are in a booked live support session with me, or a real-play situation with me as the Operator.

EXAMPLES OF UNACCEPTABLE REASONS

• Slow or jittery access to the server desktop (unless it’s completely unusable during a real-casino session, email me about this)

• Wanting to know how the earpiece battery is replaced, even if during a real-casino session.

• Asking if I received an email you sent.

Wickr messages go directly to my personal phone that’s always with me. And it beeps loudly so I never miss messages. I will continue to give urgent support. But players that regularly abuse Wickr will need to be restricted. However, one problem is it’s not necessarily particular players – it’s many different players. The combined effect for me is regular disruptive messages. So restricting just a few players wont solve the issue.

It may seem trivial for one player to send an occasional message, like a “quick question”. But when different players do this each day, it creates constant disruptions that significantly reduce my efficiency. Previously players could call my private phone, but only for urgent issues. But still I received calls even while sleeping. Eventually I had to change numbers because players didn’t respect the restrictions. The same happens with Wickr.

I sincerely care about giving you all needed support. And very rarely is an issue genuinely critical and urgent, to the point where you might lose money if you don’t get an immediate resolution. So if you have any issues that aren’t critical and urgent, please email me (instead of using Wickr) and I’ll respond in detail when possible.