Hi All!
First of all, my apologies for not getting back to you sooner. I was on holiday last week and I'm just back in the office today.
Also, please bear with me as this description is a bit complicated but the gist of it is this:
- We are compliant with UKGC requirements.
- The way the limits display is incorrect and the description is incorrect, even though the functionality technically works (albeit badly, which I will fix).
- The location of the 'Lower Deposit Limit' window isn't obvious enough and needs to be moved.
I want to start by thanking Dunover for bringing this to our attention, it's not something any of the team noticed before and there are obviously a number of changes we need to make to streamline the process and fix the incorrect display.
I have gone through the process on my own account and taken screenshots as I go along to show you what happens.
1. As you can see in the below screenshot, I have started with no limits on my account:
View attachment 78822
2. I then set a limit of €100 weekly on my account
View attachment 78823
3. I decide to lower my limit by clicking 'Change My Limit' in this section, and change it to €10 weekly. As you will see in the screenshot this repeats Dunover's issue - it says that I have to wait until the 5th June at 14:42 before this limit takes effect. As discussed in this thread, when a limit is lowered it should take effect immediately.
View attachment 78824
4. If you scroll down on this screen, you will see there is a section to LOWER the deposit limit and this does take effect immediately. This section should be the first thing you see when you have an active deposit limit, and you should not have to scroll down to find it.
View attachment 78825
5. I then changed my limit to €10 weekly in the correct section (the one I scrolled down to find). This limit has taken effect immediately in our back office and I now cannot deposit more than €10 for the remainder of the week. At the end of the week (on the 05/06/2017) my limit will go back to what I set it at in the 'Change My Limit' section.
View attachment 78826
One thing I have noticed, is even
after lowering my limit to €10 using the 'Lower Deposit Limit' function, the current deposit limit above still says €100 (which is a glitch). The €10 limit
is applied and has taken effect in our back office, but the player still sees the old limit in this 'My Deposit Limit' section, whilst the correct and current limit is displaying as it should in the 'My Current Deposit Limit' section underneath.
So yes, MESSY AND CONFUSING.
I have no idea how we missed this. My only explanation is that as the regulations changed we added functionality too fast, without properly considering the user journey. We are ultra paranoid about being non-compliant so as we made changes to the system it is possible (but not excusable) that we overlooked certain elements of the design/display which should have made this process which could have made this process much easier for everyone from the beginning.
The following changes are being made as we speak (number 1 was done as I was writing this post).
1. The 'Lower Deposit Limit' function is now the first thing you see within the 'Deposit Limit' screen when you have an active limit in place.
2. The 'Change Deposit Limit' function will be renamed 'Increase Deposit Limit' so it is more obvious which option the player should use for increasing/decreasing limits.
3. The term which stated that players had to contact support to make a deposit limit reduction immediate will be replaced with:
If you wish to reduce your deposit limit, for example from €100 to €50, this can be done at any time and will come into effect immediately by using the 'Lower Current Limit' option. I believe this was an old term that related to previous functionality and it wasn't updated when we changed the system to fit UK requirements.
Any other feedback would be appreciated, I'm glad we got this cleared up and are managing to make the process a little smoother to players. In a nutshell, we were compliant all along as there was an option for lowering the limit with immediate effect but our descriptions and layout didn't make this clear enough to players who had not used this function before.
Hope all that makes sense and apologies for the long winded post.
If there is anything I'm still misunderstand please chip in,
Rachel.