32Red Allowed me to gamble after asking for self exclusion.

Status
Not open for further replies.
32Red is reviewed by Casinomeister

quber

Senior Member
Joined
Feb 25, 2004
Location
Europe
If you feel they are not being cooperative, you don't yet need a lawyer, you need a tenner and to submit a formal SAR. This will require them to disclose all the information they hold, which will include ALL the chat logs, internal notes placed on your account, and more.

Your lawyer is likely to do this, but is also likely to charge far more than a tenner for it.

Old / Expired Link

THIS.

it was mentioned earlier so get on it.

the Casinos responsibilities include the following from here
You do not have permission to view link Log in or register now.


Your email on the 6th should have been reported as per paragraph b
Paragraph C should have seen your account closed

A SAR request would show if any internal emails concerning you were raised at that point, if they weren't then they have failed in their duties (b). If they were raised then they have failed in their duties (c)




3.4 Customer interaction
Social responsibility code provision 3.4.1
Customer interaction – SR code
All licences, except non-remote lottery, gaming machine technical, gambling software
and host licences
1 Licensees must put into effect policies and procedures for customer interaction where they
have concerns that a customer’s behaviour may indicate problem gambling. The policies
must include:
a identification of the appropriate level of management who may initiate customer
interaction and the procedures for doing so
b the types of behaviour that will be logged/reported to the appropriate level of staff
and which may trigger customer interaction at an appropriate moment
c the circumstances in which consideration should be given to refusing service to
customers and/or barring them from the operator’s gambling premises
d training for all staff on their respective responsibilities, in particular so that they know
who is designated to deal with problem gambling issues
e specific provision for making use of all relevant sources of information to ensure
effective decision making, and to guide and deliver effective customer interactions,
including in particular
i provision to identify at risk customers who may not be displaying obvious
signs of, or overt behaviour associated with, problem gambling: this should be
by reference to indicators such as time or money spent
ii specific provision in relation to customers designated by the licensee as ‘high
value’, ‘VIP’ or equivalent
f specific provision for interacting with customers demonstrating signs of agitation,
distress, intimidation, aggression or other behaviours that may inhibit customer
interaction
 

hypeamg

Full Member
Joined
Jun 5, 2017
Location
UK
Not a chance. Besides you said earlier that you had asked them to close your account. Now you suddenly claim you had begged them to self exclude you. I know from earlier that if that was true they would have done it, but then also asked you to fill in the form.
I guess the rest of what I said wasn't important in your eyes, but actuall that other part was what was important ;)

No... on live chat I asked them to self exclude

They told me to email

My email in distress said the same thing made them aware of my addiction but I used the words "close the account forever" in a frantic panic.
 

BlaCGaming

Experienced Member
Joined
Dec 6, 2016
Location
Germany
For a number of reasons. But mostly because I don't trust this guy.

Fine, but if he is telling the truth you are being excessively out of line with the condescending tone. I don´t trust a number of casinos I play at, doesn´t mean I talk that way to them or their staff...

Lets keep it civil
 

hypeamg

Full Member
Joined
Jun 5, 2017
Location
UK
THIS.

it was mentioned earlier so get on it.

the Casinos responsibilities include the following from here
You do not have permission to view link Log in or register now.


Your email on the 6th should have been reported as per paragraph b
Paragraph C should have seen your account closed

A SAR request would show if any internal emails concerning you were raised at that point, if they weren't then they have failed in their duties (b). If they were raised then they have failed in their duties (c)




3.4 Customer interaction
Social responsibility code provision 3.4.1
Customer interaction – SR code
All licences, except non-remote lottery, gaming machine technical, gambling software
and host licences
1 Licensees must put into effect policies and procedures for customer interaction where they
have concerns that a customer’s behaviour may indicate problem gambling. The policies
must include:
a identification of the appropriate level of management who may initiate customer
interaction and the procedures for doing so
b the types of behaviour that will be logged/reported to the appropriate level of staff
and which may trigger customer interaction at an appropriate moment
c the circumstances in which consideration should be given to refusing service to
customers and/or barring them from the operator’s gambling premises
d training for all staff on their respective responsibilities, in particular so that they know
who is designated to deal with problem gambling issues
e specific provision for making use of all relevant sources of information to ensure
effective decision making, and to guide and deliver effective customer interactions,
including in particular
i provision to identify at risk customers who may not be displaying obvious
signs of, or overt behaviour associated with, problem gambling: this should be
by reference to indicators such as time or money spent
ii specific provision in relation to customers designated by the licensee as ‘high
value’, ‘VIP’ or equivalent
f specific provision for interacting with customers demonstrating signs of agitation,
distress, intimidation, aggression or other behaviours that may inhibit customer
interaction

Thank you please can you help me to file this request, I have no idea on what I need to do here, if speaking to a lawyer isn't the best option and this is what I need to do to move forward, how do I do this exactly?

I know from experience in my business litigation, that companies who are "not in the wrong" do not offer settlement offers, it's the first sign of legal weakness.
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
Fine, but if he is telling the truth you are being excessively out of line with the condescending tone. I don´t trust a number of casinos I play at, doesn´t mean I talk that way to them or their staff...

Lets keep it civil

The thing is that they are well aware of the rules they have to follow. They have now gone through it all but are only offering him that small sum.
It mean that they are sure of being in the right.
I know them, and I know how an addicts mind are working.
I'm civil even though I'm not siding with the gambler here. I do hope he manage to quit one day though.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
....

I have launched a complaint with the gambling commission but I wanted to get some advice on where I stand legally with this. As 32Red have an email directly from me outlining the fact i have a severe gambling addiction that I cannot control, and the fact I asked them to self exclude me on live chat but they didn't do I have any grounds on this under player protection? It's clear unfortunately that they were well aware of this and have since taken a further 25,000 from me.

Any advice would be hugely appreciated?

Then this is where this should lie. There is way too much speculation going on here, and if indeed this has gone to the UKGC - then I would highly recommend to seek proper legal counsel and refrain from publishing all of this on a public discussion board.

I'm going to do you a favor and close this thread. When the UKGC comes back with their ruling, and you've spoken to a lawyer (hopefully who specializes in online gaming law), then by all means let me know and I'll reopen this thread, or start another. Thanks! :thumbsup:

Edited to add: if you guys want to start a new thread about the dilemmas of problem gambling and online casinos, by all means please do. I don't want to squelch any needed dialogue. I just don't think the details of this issue should be going to the courts of of Casinomeister's forum.

Nobody expects the Spanish Inquisition.
 
Last edited:
Status
Not open for further replies.
Top