Is there still Rule of Law in Gibraltar? Is there corruption in the local police?
Are employees' Human Rights protected? Is there a mafia in Gibraltar?
How corrupt are the Courts in Gibraltar? Is Entain a bad employer?
- Home page
- My witness statement for the courts
- Evidence supporting my witness statement
- Failure of the first Tribunal Chairman
- Sabotage of the Tribunal transcript
- The evidence in the Tribunal transcript
- Press articles about Tribunal failings
- Corruption articles in the international press
- Entain / GVC
- Hassans law firm
- The Disciplinary Committee and LSRA
- Gibraltar Police
Previous page | Witness Statement Bart Van Thienen Page 120 | Next page
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my team leader. Another item that is only superficially mentioned in Samira's minutes is the use of military style orders on the work floor although it was discussed for some time during the meeting and I stressed I found it a very important point. For that I am surprised it is hardly mentioned in Samira's report. Because of the high number of people who left the team it is well understaffed and on more than occasion I sat alone, on 3 chats with customers. Susana came up with a case she had worked on and asked me to send a reply to the user. I sat immediately aside her and I answered that I would do that immediately after my chats was finished. That was not to her liking and instead of writing the reply herself or escalating it to the relevant department. She kept insisting that I had to do it, sitting alone for hours and on 3 chats. When I finally finished the chats I checked the case and noticed that she had an irrelevant case from another user coupled to it. After my own investigation I sent a reply to the user, after consultation with his account manager who wrote that I had sent the perfect reply. Susana was very angry about this and almost shouted "you have to do it this way because I tell you so". I am very sorry but during my training I was taught to always double check cases you take over from someone else. If my team leader makes a wrong conclusion and I find out, she stills wants me to send the user an e-mail with incorrect information as per her military orders. This is a disservice to the customer and would lead to further and more angry communication and potentially using a VIP customer. My team leader simply refuses to see the bigger picture. Another case is mentioned in Samira's report but with important details missing, e.g. that a customer did deposits of more than 10.000 Euro in a single day and that other similar deposits happened in the past, making this a VIP user with Gert Merlen as account manager. The high deposits triggered a question from Risk and I noticed in the user's data "Red Responsible Gaming" indicated in CSM but not in Preports what was unusual and confusing so I wanted a second opinion from his account manager. This whole part of the discussion is not reported in the minutes although it was ongoing for several minutes. Risk asked some basic identification questions (not documents as Susana said and as reported in the minute, showing she didn't investigate this case properly) for this customer. This note from Risk is NOT a common question (unlike is mentioned in the minutes) as not many users try to deposit 10.000 Euro or more in a day. It is actually the only one I ever found after having dealt with thousands of cases. I was very well aware of the changed rules re basic contact but seeing the high value of this customer for our company decided to contact his account manager to ask advice, knowing that his account manager has a |
Previous page | Witness Statement Bart Van Thienen Page 120 | Next page
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