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 software" 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.

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