Info at 22:34, Jun 22:
Thank you for choosing to chat with us. An agent will be with you shortly.
Info at 22:34, Jun 22:
You are now chatting with Mari.
Mari at 22:34, Jun 22:
hello
me at 22:34, Jun 22:
Hi, can you close my account for me please, and remove me from your mailing list.
Mari at 22:34, Jun 22:
Thank you for joining us today! May I have your username to quickly locate your account?
me at 22:34, Jun 22:
*****
Mari at 22:34, Jun 22:
thank you
Mari at 22:34, Jun 22:
hold on please I see your account
me at 22:34, Jun 22:
thanks
Mari at 22:35, Jun 22:
We are sorry to hear that you have made the decision to close your account with us.
As our players are very important to us we would be grateful if you could clarify your reason and inform is why did you make this decision?
me at 22:35, Jun 22:
your misleading bonus policy
Mari at 22:36, Jun 22:
what do you mean
me at 22:36, Jun 22:
all slots contribute 100, then underneath state GVG 60% and rest 50%, so in effect NO slots contribute 100% and it effectively doubles the wagering requirement
Mari at 22:39, Jun 22:
yes you can see our bonus policy here
Mari at 22:39, Jun 22:
me at 22:39, Jun 22:
yes I know, it is extremely misleading
Mari at 22:40, Jun 22:
if you wish , you can always play without any bnnuses
Mari at 22:40, Jun 22:
bonuses
Mari at 22:42, Jun 22:
However if you still wish to close your account we will of course respect your decision and you can close your account using the Self Exclusion option, where you can exclude yourself for a period of time.
To do this, simply follow the steps below:
Log in to your account > Go to Cashier > Personal Settings
Select Deposit Limits and scroll down to the bottom until you read 'Click here' to enable a limitation on your account'.
Click on the Submit button to complete the process.
The system will automatically apply the necessary restrictions on the account with immediate effect.
me at 22:42, Jun 22:
can i ask which slots contribute 100% to wagering requirements?
Mari at 22:43, Jun 22:
there is no any slots games that count 100% for wagering requirement
me at 22:43, Jun 22:
yet the terms and conditions you linked to state
Mari at 22:43, Jun 22:
The contribution for slot games towards wagering has changed. GVG games now contribute 60% instead of 100% and all other slot games contribute 50% towards wagering requirements.
me at 22:43, Jun 22:
All Slots* and Scratch bets count 100%.
me at 22:44, Jun 22:
so when it says all slots count 100% what you actually mean is 'no slots count 100%'?
me at 22:46, Jun 22:
?
Mari at 22:47, Jun 22:
no it has been changed
Mari at 22:47, Jun 22:
The contribution for slot games towards wagering has changed. GVG games now contribute 60% instead of 100% and all other slot games contribute 50% towards wagering requirements.
me at 22:48, Jun 22:
I copied and pasted from the terms and conditions you linked to, as I said, extremely misleading. So can you close my account please, I'm not sure why you said to self exclude when I don't have a gambling problem?
Mari at 22:49, Jun 22:
as per our licenses , in any reason you want to close your account , you need to use the self exclusion option
Mari at 22:49, Jun 22:
I am sorry that I give you the link that was updated
me at 22:49, Jun 22:
er, i think you will find that is a lie. I am not self excluding and theres no way your license says a player can only close their account if they self exclude
Mari at 22:52, Jun 22:
hold on please
me at 22:52, Jun 22:
from the UKGC website
me at 22:52, Jun 22:
Self-exclusion is a facility for those that have decided that they wish to stop gambling for at least six months and wish to be supported in their decision to stop.
me at 22:52, Jun 22:
that does NOT apply to me at all
me at 22:53, Jun 22:
telling customers to self exclude is actually disgusting considering there will be a database applied across all operators at some point soon, it would mean ALL my accounts at decent casinos are closed due to your incorrect advice
Mari at 22:54, Jun 22:
we say on our terms and conditions that
Mari at 22:54, Jun 22:
Play Limitation Facility: We offer a facility within the casino Software to help you if you feel that your gambling is out of control and you would like to restrict the access to your Account.
We offer
A cooling off period of 24, 48 hour or one week A temporary Suspension for 1,2 or 3 months A Self Exclusion for minimum 6 months The limitations applied during Cooling Off and Temporary Suspension periods apply only to the account on which the limitations were requested. Upon expiration of the time period the account will be fully active again.
The limitations applied during a Self Exclusion apply to any other known account you have on our license. For a list of the sites under our license click here. Upon expiration of the time period your account will remain restricted and will only be considered for re-use if you contact us by telephone (or in person) and request it to be activated. We will then initiate a 24 hour cooling off period before we activate your Account.
Mari at 22:54, Jun 22:
me at 22:54, Jun 22:
and? My gambling is NOT out of control
Mari at 22:55, Jun 22:
yes I understand so you can choose option
Mari at 22:55, Jun 22:
for the period time you wish
Mari at 22:56, Jun 22:
and contact us back
Mari at 22:56, Jun 22:
and we will do it permanently
me at 22:56, Jun 22:
you don't seem to understand as you are ignoring my request. I just want my account closing. Not under responsible gaming rules, just closing. NOT using self exclusion for the reason I stated above.
Mari at 22:58, Jun 22:
in any reason you want to close your account , you need to use self exclusion option as I am not able to do it from here
me at 22:59, Jun 22:
what a load of rubbish, as i said, it is disgusting you are attempting to get customers to say they have a gambling problem when they do not, a lie that could exclude them from every casino in the uk