RESOLVED: Rizk Casino live chat is key logging you

I'm unsure if this is legal from Rizk, but it's kinda unethical at least.

When you go to the live chat, they might key log you without your permission. This means, whatever you write in the chat, they see every letter you type and backspace / delete, so if you're first saying "you guys suck" but you backspace it and type "you guys rock" they will see both in their end, whatever you press enter to send the message or not.

It's kinda called key logging. Ok they know if you're lying easier for example.. but it's still in a bit dark area in my opinion. I noted this when I asked for a good will bonus, and I'm as positive as I can be that Jan-Friedrich in Rizk live chat answered to my question before I pressed enter!! Then he started to tell me lies how he did it, until he confessed it. The odd thing here is tho that in the live chat transcript he sent me, there's actually 2 seconds between me pressing enter and him answering, so from the chat log it seems I would have pressed enter 1st, but whatever the case is (might be latency or something too?), he did all the magic in around 2 seconds anyway, including:
1) Reading my text
2) Registering my text and kinda do the translation in his head, I doubt english is his main language - "brainwork" kinda
3) Type me back the answer to my question

Ok, so Jan did this all in 2 seconds if the chat log is unmodified. See bolded minute / second times in the chat log!!

Check this out and how he tried to cover his ass afterwards:

--

Customer Me 02:17:40 am

Hi Jan, any good will bonus available to my account now?




Jan-Friedrich 02:18:25 am

I'm very sorry but I was unfortunately not able to find any
available bonus to offer your account, my apologies.




Customer Me 02:19:09 am

Still no? :o well could you then forward the request to your loyalty / bonus team again as they have been more understandable in these cases?




Jan-Friedrich 02:19:11 am

Yes, already done. Informed the department of course. They will come back to you via Email.




Customer Me 02:19:16 am

?
Ok
How can you answer me before I even type my message?




Jan-Friedrich 02:20:13 am

I am always doing everything for the customers. I need to deny but i am always asking the loyalty team too.




Customer Me 02:20:57 am

Ok sure thing, I'll wait for an email that's ok. Just lemme know how you could answer my question before I even sent it / pressed enter?




Jan-Friedrich 02:21:19 am

Experience :) Customer are asking also to contact the department.
So always doing both.




Customer Me 02:22:24 am

Umm... So if I would have been asking for a good movie you would have answered me that answer anyway? Do you know what lie is?
Lie is what you just typed.
How can you know what I write? 02:23:14 am
Before sending it I mean?




Jan-Friedrich 02:24:36 am

I dont know what are you writing but i am now 10 years in this business. Tipico, Bet365 and Bwin. I know what customers want.
An the best film: UARDIANS OF THE GALAXY VOL. 2 02:25:05 am
GUARDIANS OF THE GALAXY VOL. 2




Customer Me 02:27:47 am

Ok, thanks for the suggestions. But you would have not answered those straight away. Ummm.... Man I believe you've been in the business for a long time and know what customers want, but you cannot predict 101% correct answer for their customers, like in this case when I especially asked to contact your loyalty team for this. It's not like every chat starts with that. So good try to turn around the topic, but you can see what I write in real time... or even if I delete something. Etc. That's kinda spying / against "good taste" rules.




Jan-Friedrich 02:28:31 am

No, can see nothing here but as i wrote you i am also always asking the departments because its important for me.
Communication.




Customer Me 02:29:27 am

"Jan-Friedrich
3:19 am
Yes, already done. Informed the department of course. They will come back to you via Email." you entered that one like 1 second before I pressed enter.
So c'mon man.
That's not pretty usual answer for just trying out if it's correct one.
I've been in customer care for years too, in broadband stuff mainly, and we never answer before the customer has asked the question. 02:30:19 am




Jan-Friedrich 02:31:05 am

Well i worked B2B for Colt Telecom Sales department and i got this from our NLP trainer. To do the best for our customers

--

At some point I got a phone call and went afk, Jan had closed the chat. I re-opened the chat, asked some more details from Jan, but he just rudely closed the chat straight away without answering anything.

Hi juuso.peltola.58,

You had a very interesting experience with a live chat agent. Maybe they just want to be efficient.Thank you for sharing this with us. We've sent them your post so let's see what their answer will be.  

Thanks, will be interesting to know their opinion.

Since it's odd, they haven't also answered either my questions, first was the one on the live chat (forward to bonus team about my good will bonus query), neither they have not answered my question about this keylogging case at all. All I've gotten is one reply, which was many days ago that Jan has / should have forwarded the case to someone, dunno what the guy did anyways.

No bonus team contact, no Rizk contact. Usually they answer very quickly to any question / query.

This sort of key log is always possible if you enter text into an online form. We recommend that they should disclose this fact in their T&Cs to make players aware and be more transparent.

For next time we recommend using notepad and then pasting it when you're ready.

Yeah, of course it's possible on any kinda online form if it's coded to do that kinda real time capturing. It's just pretty much in the "dark area" (if not illegal?) to use such methods for whatever the reasons are in customer support chat service like this.

I understand this especially well for work effinency, so chat agents can handle their cases faster when they see what the customer is going to / propably going to ask or say next even before the customer presses enter to submit the text to the chat agent. But I still can only figure out one word for this kinda action: spying.

It wouldn't be spying if it would be informed before customer enters the chat. But it's not even in their T&C's. But even if it would be informed in T&C's, what about those non-registered people who just come to ask about the casino from the live chat for example before registering? Non-registered chatters haven't agreed to any kinda T&C's since they don't have a player account - so the only ethical way to handle this would be adding a note in to the live chat, something like "we can see what you write before you press enter or backspace your text, if you disagree with us please don't start the chat" (in some more professional words ofc :').

Now while Rizk gets the taste of speed to their customer care, there are so many factors making this very dark area trick.

And also what I don't get is why make such a big lies about it in the live chat as Jan did? When you got shit on your pants already it's too late for toilet paper so let's wash the shit off more likely = why start lying many times in a row with very stupid answers that just made Jan look stupid himself with his comments refering to his experience and "long time in the business" etc bullcrap. When the harm is done it's done so then normal people usually figure out the mess. Instead, Jan lied for a long time, after disconnect -> opening up a new live chat -> Jan disconnects me. That's not how things get fixed, that's not how customer care should work, NEVER hang on a customer if he/she has something to say. That is just the worst you can do. It's like escaping unprofessionally off the situation which will come to your face later on - and at that point the lil snowball has already fallen down the hill and now you got the whole monstersnowballbomb on your face.

Also I'd still like to point out, even Jan promised me a loyalty team answer which usually comes within few hours if it's not night time, well this time I doubt Jan even forwarded the case since their loyalty team hasn't still contacted me at all. On top of that, it's unprofessional not to answer my emails anymore. I haven't spammed them, I've only sent them one email about this. Got very short answer in Finnish that Jan has forwarded the case and now it's been week at least if not 1½ weeks since that - without anyone replying my email about this case at all. Now here's a one word that comes to my mind about this and it's: hiding.

Lying, spying, and hiding.

Thanks LCB admins for taking a look at this anyway, shall be interesting to see the outcome. Sad part is of course the fact that I need 3rd party for this to get resolved since Rizk just doesn't seem to want to handle this simply with their customer directly.

What comes to the notepad method, of course it's working alternative to first write in to notepad, then copy-paste to live chat, but if I have to do that so I know I won't be spied on in customer care, I'd rate that kinda service provider (in this case Rizk casino) very poorly. Customer shouldn't have to go trought all that trouble just so big brother won't be watching you. Also I'd point out the lies Jan tried to feed me. Even trying to boost his lies with cool "I got experience" stuff is just plain stupid..

Hi Juuso,

First of all, I want to apologize for the delay in coming back to you. I have looked into your case thoroughly now and will try to answer your questions. The transparency is the main concern in your case, which I am going to elaborate further on.

Rizk wants to be a transparent casino, with a No Bullshit motto.


Examples:
No wagering requirements for free spins or any prizes from Wheel of Rizk
We are also proud to have a withdrawal lock to protect our customers winnings

As a live chat provider Rizk (like many other online casinos) uses LiveChat Inc. They have a functionality, where the chat agent can have a real-time preview of customer’s message

https://www.livechatinc.com/blog/customer-message-sneak-peak/

The reason for this is that we thereby can offer faster and better service. The customer’s query can be solved more efficiently.

This is standard functionality that is also available at other live chat providers and many companies in many different markets utilise Live Chat Inc (such as Orange and Tele2: https://www.livechatinc.com/customers/customer-stories/ ) to offer the best service possible.

As you can see from the chat transcripts provided to you, only messages which you have sent and we have received are saved. In other words there is definitely nothing related to key logging or spying involved. Rizk is a reputable casino and part of Gaming Innovation Group, which is stock listed on the Norwegian Stock Exchange (OSE).

Separately, and regarding the customer service you received from the agent in this case, I want to sincerely apologize for the standard of service that you received. It seems indeed that the agent in case forgot to escalate your bonus request to the loyalty team. More importantly, unfortunately he was not transparent about the preview functionality. Rest assured Juuso, the whole customer care team has now been reminded to be transparent about it.

Furthermore the customer service you received at the time was not up to par what Rizk is well known for and where we strive to be, so my apologies for that.

This case has not been solved quickly and was not on the level of customer experience where Rizk as a company wants to be. As Rizk’s way of an apology, I have added a compensation to your Rewards section.

Kind regards,
Captain Rizk