ATTN: Casino Rep GDPR, Accreditation and Reps

Tirilej

Still a Lady
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Apr 18, 2009
Location
Sweden
This is something that involves everyone in this forum, both reps and members.

We all know that the new GDPR is a bit tougher than before, and I realize that all who deal with customers needs to be more careful. That's understandable, but it does cause problems.

The accreditation standards say that there needs to be a rep in here than can help dealing with players issues. That's for me have always been the best part. I don't need to post about things if I don't want to, and I don't need to go through support. I can be a very impatient person if I realize support don't know what they are talking about so I tend to avoid them :)

The other day I sent a question to the rep for Videoslots and he replied and told me that because of the GDPR he wouldn't be able to help us in this forum any longer, but I could get an email address.....:eek2:

I asked a few others and they have had the same answer. Wow, that is a first for me who always have spoken to the reps in here. It's been great in many ways. I've got new friends in some of them, a lot of help, and most of all a lot of knowledge because it's so much easier for them to answer privately when they don't risk getting questioned.

I haven't heard about other reps doing this. I do have heard a few asking for more information like birthdays and stuff to answer questions but not that they don't help.

So if VS don't have a rep who can deal with their customers should they stay accredited then?
Are they too careful or are the rest of the casinos too sloppy and should do it the same way and stop helping us?

What do you all think? Am I overreacting?
 

Harry_BKK

Meister Member
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Dec 18, 2014
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Balcony
Had that message from Dan as well and the separate email address which seems to be specifically set-up for the emails. At least that's my impression.

However, as you state, it defeats having a rep in the forum since he/she can't really help. You still have to send an email where you do not know if the rep him/herself will pick it up or somebody who knows nothing about the circumstances or your relationship with the rep.

To this day, PM's were what the name says....discussing matters in private, and that is gone now.

I can't say though whether it is indeed connected to the GDPR or Dan getting too many PM's to handle all by himself. My region is excluded from the GDPR, so it shouldn't apply to me but I still received the same message, hence, I suspect that the latter is the larger part of the reason.
 

colinsunderland

Experienced Member
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Jan 28, 2016
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uk
I don't understand what part of the GDPR means they can't offer help through here either, maybe a rep could clarify?

Best laugh is when you post a general, non account specific question in a thread, they say, pm me or they pm you, only to say, you have to email us!
 

maxd

Complaints (PAB) Manager
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Location
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I've just discussed this with VS and the bottom line as I understand it is that the job that Daniel used to do will be passing to his team. So the team will represent the casino on the forums where that used to just be Daniel.

I'm told VS will be making an announcement soon so I think it best to let that happen before we speculate any further.
 

Lincolnuk

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The GDPR is a whole new cattle market now. but after reading it all one thing still stands out. The words "INFORMED CONSENT" Which still allows information to be shared from consumer to Buisness so this itself should allow Dan to continue is Excellent work of helping ppl on here longs he gets your consent
 

Tirilej

Still a Lady
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Sweden
I've just discussed this with VS and the bottom line as I understand it is that the job that Daniel used to do will be passing to his team. So the team will represent the casino on the forums where that used to just be Daniel.

I'm told VS will be making an announcement soon so I think it best to let that happen before we speculate any further.
If that is the case then I want them to have their own account here. I, and my guess is everyone else too, do not want to send emails or we could just send emails directly to their support.
Otherwise they still don't have a rep here who deals with us!!
 

colinsunderland

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I've just discussed this with VS and the bottom line as I understand it is that the job that Daniel used to do will be passing to his team. So the team will represent the casino on the forums where that used to just be Daniel.

I'm told VS will be making an announcement soon so I think it best to let that happen before we speculate any further.
But what does that have to do with the GDPR, surely the same rules apply if it is one person or a team dealing with queries?
 

L&L-Jan

Affiliate Manager for Accredited Casinos
Joined
Jun 15, 2013
Location
Malta
If one of the members of CM asks me a question about their account or, as an example, how we process their data.
I can't think of one rule from the new GDPR regulations that says I'm not allowed to answer their questions.
 

Lincolnuk

Senior Member
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If one of the members of CM asks me a question about their account or, as an example, how we process their data.
I can't think of one rule from the new GDPR regulations that says I'm not allowed to answer their questions.
That is the way i just read it. If its account wise longs theres consent then theres no issue
 

maxd

Complaints (PAB) Manager
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What the GDPR angle is remains to be resolved. I'm not saying anything either way because there may have been a break-down in communication between us and VS on this and if so then this is not a settled issue yet. Stay tuned.

As to Daniel I understand that him continuing as before is not an option. His team will be (has already?) created a new account here and will be stepping in to handle forum stuff via that new account.

As to the emails or not emails or whatever I say let's wait for the VS announcement. Everyone needs to see what they have to say before reacting to it is appropriate.
 

maxd

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Also, FWIW, I'm seeing several casino groups claiming that GDPR prohibits them from discussing player issues, etc. Not saying this is the VS position but it is happening, as it did when the DPA first came out. Yes, it is almost certainly BS but that needs to be nailed down to specifics which is a work in progress ATM.
 

dunover

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Simple answer is to have an e-mail template where you check a consent box before or during your initial communication which involves any issue concerning personal accounts/details. Whatever the GDPR states, it cannot and would not prohibit mutual disclosure between two consenting parties, similar to what occurs when you PAB or go to an ADR.

Ultimately it's MY info I'm sharing and I have the final choice of who sees it on a case-by-case basis.

I think it would be disingenuous for ANY casino rep to absolve themselves from any commitments to assist players on the basis of a 'convenient' interpretation of the GDPR.
 

maxd

Complaints (PAB) Manager
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I think it would be disingenuous for ANY casino rep to absolve themselves from any commitments to assist players on the basis of a 'convenient' interpretation of the GDPR.
Quite, but for some of them it will be necessary to quote chapter and verse of the GDPR in order to make that case, and even then it will likely require an "official" ruling from someone like ICO before they start taking notice. As happened with the DPA. Same shit different day.
 
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Tirilej

Still a Lady
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I just read through the replies from VS again and he clearly stated twice that the reason was GDPR for not being allowed to help us here anymore. It had nothing to do with him not wanting to, which is understandable since it's a double job for him to first post in the threads telling people he will pm them, then sending them a pm telling them to send an email, then if he or the team reads that email and then responding again and....well it's probably just a misunderstanding from the start and this is what they thought they have to do.
Now if he gets a team in here that will help then fine, and then he can stop sending people pm's telling them to send emails :p
 

maxd

Complaints (PAB) Manager
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Daniel's situation at VS is in a state of flux, I respectfully suggest (again) that we wait for their official statement before speculating further on the significance of any statements he has recently made.
 

homerbert

Accredited Casino Representative
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Jun 21, 2012
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NoWhere
Hey!

Hm, I really can't think what exactly in GDRP should prevent me to discuss something with player. Of course I can't give private info (for example info of Tirilej account to Dunover), but if Tirilej asks me about HER account and giving me HER email address - I can't see a problem here, coz by giving me her email Tirilej agrees that I will check her account.

I will watch carefuly for this thread, who knows maybe I wrong.

Br,

Vitali
 

ternur

Deep in the Mosh'sh Pit
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Is it possible that VS (and other who cite GDPR as the reason for not being able to help) have misundestood what forum private/direct messages are?

PM/DM is a communication method enabled by CM between members here and they are private.

One way of seeing this from the data controller's view (a casino) is that they see CM as a data processor in these cases and fear a possible data breach (and liability because of it).

I'm guessing here. I don't know how VS (and others) interpret GDPR. But the answer really is not asking people to send personal details via email either. Standard email has a post card level of security.

Looking forward to reading VS's statement on the matter.
 

Tirilej

Still a Lady
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Sweden
Hello everyone,

We are looking to provide more information regarding GDPR during this week, as we are currently waiting for our Legal team to get back regarding this.

Best regards,
Daniel.
I see that you have changed colour now and Team_Videoslots are purple instead.
I have to guess that we still need to send emails to that address then since they won't be able to help us directly until you know from the Legal teram, or am I guessing wrong?
 

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