For a number of reasons. But mostly because I don't trust this guy.
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
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
For a number of reasons. But mostly because I don't trust this guy.
THIS.
it was mentioned earlier so get on it.
the Casinos responsibilities include the following from hereYou 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
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
....
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?