Your Input Please Accredited Casino will not close account, offering only SE

mclee321

Meister Member
PABaccred
Joined
Jun 13, 2006
Location
Dublin
Hi all,

Maybe someone has some clarity available on this situation. After a disagreement (amiable enough) with a accredited casino, and being unable to resolve to my satisfaction, I asked for my account to be closed and my personal data to be removed from their system. I have asked in the same email conversation a few times, only to be offered self-exclusion, with a point blank "there is no other way".

I explained I don't want to self-exclude. SE has suggestions not relevant (issues with gambling etc), and as we know, may cause issues with other casinos. SE also allows the possibility of the account opening automatically at a future date, and my details continuing to be held.

I'm in Ireland (rep), and the Casino is licensed in Malta I think. You think I have any recourse here? The information available on closing vs SE is non existent.

I don't want any agreement with the Casino now, in regards to the original issue, we are done. This is not a leverage post.

Many thanks.
 

Harry_BKK

Dormant account
Joined
Dec 18, 2014
Location
Balcony
The personal details of an account will never be deleted, no matter if you SE or close your account.

Closing your account is actually just changing it to 'dormant'.

Reason is that you could then open another account with the same casino and claim the SUB again, ask to have details deleted again, open another account, claim SUB etc etc, rinse and repeat.

What SE should guarantee though is that you will not receive any marketing material from the casino. Only a SE for gambling problems will keep the account closed even after the SE expires, you would have to request the re-opening.
 

dunover

Unofficial T&C's Editor
Staff member
webmeister
PABnonaccred
PABnononaccred
CAG
mm3
Joined
May 22, 2012
Location
the bus shelter, opposite GCHQ Benhall
Unfortunately if you check their terms they can retain your details as long as they like for the purposes of fraud prevention or prevention of opening duplicate accounts later. If any casino was prepared to 'wipe you' from their records there'd be anarchy in online gambling with duplicate accounters and fraudsters etc.

As for closure SE is being peddled to you as it's easy and like you say after 6 months it would auto-open again. So either long term 5-year SE (which you don't want) or persist in getting them to close your account permanently for non-gambling reasons. I have done this many a time and can't see why this casino won't for you.
 

mclee321

Meister Member
PABaccred
Joined
Jun 13, 2006
Location
Dublin
Cheers for clarification on the data retention aspect (both of you), that makes sense, I should have known that.

Still, the refusal to close the account is frustrating, and hints at a 'good enough, one shoe fits all' approach to ending relations.
 

Jd666

Riff Raff
CAG
mm4
Joined
Apr 9, 2012
Location
Republic Of West Yorkshire
This is the exact thing that casino cruise did to me.
They refused to close my account and said i had to do it myself.
The only option was SE, and at the time i didnt understand fully what SE meant.

No more Everymatrix for me now, not bothered though aqnd im aware of other casinos operating on EM license so i dont get stung, because thats what EM like to do.
 

Jasminebed

Game old gal
Joined
Mar 13, 2008
Location
Ontario
Why not PAB?

It's not only for non-payment or bonus issues.

I've not closed many accounts over the years. Ladbrooks for how they handle CAD, Intercasino once in a huffy fit how they handled a bonus issue without any issues, just a polite email confirming my account was closed and telling me I would be welcome back anytime I changed my mind. And a second time after I decided to give them another go, yet again over poor customer support.

The only other one I've closed was with the Rushmore Group, back in the days they were some of the good guys and accredited here, because another member was having problems with closing their account as a show of solidarity. The procedure was ridiculous, and I did tell the rep I'd take the matter to PAB if they would not close mine. They closed mine, and also closed the other members.

Oh, I have also closed and opened new accounts a few times to change currencies, when CAD has been added and that's the route they asked me to take as most casinos won't change currency on an account. Kind of a different kettle of fish there, and I always kept records so no "duplicate account" issues would arise.

We've seen a number of issues where customers who simple wanted to close accounts were advised to SE and it created issues down the road at sister or linked sites.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
We treat ANY issue regarding an Accredited casino seriously, regardless of the actual complaint circumstances. AND Accredited casino issues are top priority so you get the best possible response time. Win-win. :)
 

mclee321

Meister Member
PABaccred
Joined
Jun 13, 2006
Location
Dublin
Thanks again all, considering the refusal outright to close my account, I'll put in a PAB.

Weird, never thought I'd be doing this!
 

Harry_BKK

Dormant account
Joined
Dec 18, 2014
Location
Balcony
Thanks again all, considering the refusal outright to close my account, I'll put in a PAB.

Weird, never thought I'd be doing this!

That is a good call. Maybe we get for once a clear answer to this issue, which would be helpful for many readers.
 

brianmon

Ueber Meister
webby
mm4
Joined
May 22, 2013
Location
Cumbria
This is the exact thing that casino cruise did to me.
They refused to close my account and said i had to do it myself.
The only option was SE, and at the time i didnt understand fully what SE meant.

No more Everymatrix for me now, not bothered though aqnd im aware of other casinos operating on EM license so i dont get stung, because thats what EM like to do.

It wouldn't surprise me if the casino in question, actually was Casino Cruise :rolleyes:
 

spintee

Ueber Meister
webby
mm2
Joined
Mar 21, 2012
Location
Northants
Harrys right, A casino will nether delete details, Just put them in so called Isolation to a bent employer decides to sell them off, Please nobody say they do not as we know SOME do,

i belive the U.K regs (not casino regs) You have the right for all details to be wiped and also have a right to find out what exactly they hold on you, This may cost a small fee,

Maybe need VWM to confirm details on this,

This SE / close account business is getting out of hand
 

Jd666

Riff Raff
CAG
mm4
Joined
Apr 9, 2012
Location
Republic Of West Yorkshire
The first casino account I ever closed down told me my data would be held for six years.
Whether its changed or not since then I dont know.
I never close any down nowadays, although I did come close with Redbet the other day.
But once I calmed down I am glad I didnt
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Harrys right, A casino will nether delete details, Just put them in so called Isolation to a bent employer decides to sell them off, Please nobody say they do not as we know SOME do,

i belive the U.K regs (not casino regs) You have the right for all details to be wiped and also have a right to find out what exactly they hold on you, This may cost a small fee,

Maybe need VWM to confirm details on this,

This SE / close account business is getting out of hand

It's £10, and known as a formal "Subject Access Request". The data controller for the company has 40 days to comply.

The deletion of data is also a right, although there are certain exceptions such as anti money laundering regs that would require some types of data to be retained. 6 years is considered a reasonable time to force organisations to keep the data at their own expense, so this is where the 6 years that casinos often quote comes from.

There is also the "Right to be forgotten" recently established for EU citizens, which means they can compel old and irrelevant data about themselves be removed from the public domain, such as Google searches. This may also apply to private companies who keep old and now irrelevant data, at least to prevent them from using it or selling it on.


The reason players are not content with having SE used to close their accounts should be obvious to the industry. No matter what the reason for closing an account, it seems too many players get wrongly placed on the "problem gambler" database for careless use of SE to close accounts for other reasons, such as poor service. Not wishing to make the same mistake as others, players are now beginning to realise how toxic a careless SE request can be, so want to be certain that when they close an account for poor service, there is no risk of incompetent CS agents marking them down as SE for problem gambling reasons.

Unwinding SE is about to get even harder under new UK rules, as it won't just apply over a platform, it will apply across the entire UK facing industry. The SE process does not allow for the easy unwinding of an erroneous listing as it is deemed a weakness to allow genuine problem gamblers to unwind their SE by claiming the whole thing was a mistake made in the heat of the moment.
 

spintee

Ueber Meister
webby
mm2
Joined
Mar 21, 2012
Location
Northants
It's £10, and known as a formal "Subject Access Request". The data controller for the company has 40 days to comply.

The deletion of data is also a right, although there are certain exceptions such as anti money laundering regs that would require some types of data to be retained. 6 years is considered a reasonable time to force organisations to keep the data at their own expense, so this is where the 6 years that casinos often quote comes from.

There is also the "Right to be forgotten" recently established for EU citizens, which means they can compel old and irrelevant data about themselves be removed from the public domain, such as Google searches. This may also apply to private companies who keep old and now irrelevant data, at least to prevent them from using it or selling it on.


The reason players are not content with having SE used to close their accounts should be obvious to the industry. No matter what the reason for closing an account, it seems too many players get wrongly placed on the "problem gambler" database for careless use of SE to close accounts for other reasons, such as poor service. Not wishing to make the same mistake as others, players are now beginning to realise how toxic a careless SE request can be, so want to be certain that when they close an account for poor service, there is no risk of incompetent CS agents marking them down as SE for problem gambling reasons.

Unwinding SE is about to get even harder under new UK rules, as it won't just apply over a platform, it will apply across the entire UK facing industry. The SE process does not allow for the easy unwinding of an erroneous listing as it is deemed a weakness to allow genuine problem gamblers to unwind their SE by claiming the whole thing was a mistake made in the heat of the moment.

Cheers :thumbsup:

with the it will apply across the entire UK facing industry such as a data base across all casino than surely this would have to have some kind of 2nd reassurance? As if one decided to hack into somebody's account and exclude them than thsi could be some bad news For the player.

Maybe send a letter of confirmation, This may cost a price of a stamp but other than that it should be all automated & considering the cash there pulling in now than its the least they can do
 

ternur

Destroying castles in the sky
webby
CAG
mm3
Joined
Nov 25, 2004
Location
Finland
There will be some interesting cases regarding privacy and data protection, once the EU's GDPR (General Data Protection Regulation) comes to force. And the regulation will have relevance to any entity, which has (and handles PII's [personally identifiable information]) data about EU residents. Even if the entity is not based in EU. Failure to comply will have pretty hefty sanctions attached.

Will be interesting to see how the gaming industry complies with GDPR.
 

spoton

Senior Member
webmeister
Joined
Dec 28, 2011
Location
Right behind you
Europalace is bombing me with matchs in the range of 125%+ range after I asked to have my account there closed permanently lol.
 
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