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
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team would get the overload of the English team although we were down from eight people to six. Susana Martin claimed that the Dutch/Flemish team did not reach their targets so we needed to do more work. This was received by the entire team with astonishment as we were all constantly busy and usually had a backlog of customer queries that needed action. To take over calls and chats from the English team, we actually never got any training for the legal issues involved. The regulations on the UK market were quite different to the Belgian regulations and for The Netherlands market we shouldn't even have offered the products according to the Dutch Government's regulations. It became quite normal that eighty percent of my customer service work was for the English team and only twenty percent work for the Dutch/Belgian market. The customer service requests from Dutch/Flemish customers were passed on to the French and Italian language teams who had no legal training to do that either. Specifically for Belgium that could create serious problems with the Belgian Gambling Commission. Susana Martin's obvious mismanagement created the situation that the Dutch/Flemish speakers were dealt with in English by the Italian and French team while the Dutch speakers were dealing with English customers in sometimes bad English... This was total madness but Susana Martin refused to review her decision. The other team members were very unhappy with it but I enjoyed the extra work as it was an opportunity to learn a lot from my English colleagues about the UK market and I was sure that this extra knowledge and experience would be beneficial for my future career with GVC. I also noticed the continuing ID verification for new customers from The Netherlands even after the change to English language cusomer service team. I noticed that because of the discrepancies with Dutch nationals' names on passports and their day to day used names. For instance someone with official first names Jacobus Henricus on his passport would be called Henry by friends and family. This is something typical for The Netherlands and doesn't exist in Belgium/Flanders. 77. Another customer complaint that came up frequently was that the pay out of their winnings was purposely delayed by GVC/bwin by several days to “motivate” customers to play with that money again and eventually lose it. This kind of complaints could have been easily prevented by doing a pay out immediately after it was requested by the customer. Apparently it was worth it for GVC to have these people losing their money by creating a lesser cost of having to employ customer service personnel to fob these people off but it |
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