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ATTN: Casino Rep GDPR, Accreditation and Reps

Discussion in 'Online Casinos' started by Tirilej, Jul 23, 2018.

    Jul 23, 2018
  1. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    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?
     
  2. Jul 23, 2018
  3. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    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.
     
    ternur and Tirilej like this.
  4. Jul 23, 2018
  5. colinsunderland

    colinsunderland Experienced Member MM webmeister

    Occupation:
    affiliate
    Location:
    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!
     
    Mouche12 and Tirilej like this.
  6. Jul 23, 2018
  7. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    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.
     
    Mouche12, ternur and Tirilej like this.
  8. Jul 23, 2018
  9. sapit222

    sapit222 Senior Member MM PABaccred

    Occupation:
    Student
    Location:
    Sweden
    I dont understand either what GDPR has to do with any of it?
    I also got an email add from them... :eek:

    Must be something else or VS is confused? :what:
     
    Mouche12 and Tirilej like this.
  10. Jul 23, 2018
  11. Lincolnuk

    Lincolnuk Senior Member MM

    Occupation:
    Company owner
    Location:
    Lincolnshire
    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
     
    ternur and Tirilej like this.
  12. Jul 23, 2018
  13. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    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!!
     
    Mouche12 and ternur like this.
  14. Jul 23, 2018
  15. colinsunderland

    colinsunderland Experienced Member MM webmeister

    Occupation:
    affiliate
    Location:
    uk
    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?
     
    Mouche12 likes this.
  16. Jul 23, 2018
  17. L&L-Jan

    L&L-Jan Affiliate Manager for Accredited Casinos

    Occupation:
    Affiliate Manager
    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.
     
    lotusch, Jasminebed, Mouche12 and 3 others like this.
  18. Jul 23, 2018
  19. Lincolnuk

    Lincolnuk Senior Member MM

    Occupation:
    Company owner
    Location:
    Lincolnshire
    That is the way i just read it. If its account wise longs theres consent then theres no issue
     
  20. Jul 23, 2018
  21. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    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.
     
  22. Jul 23, 2018
  23. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    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.
     
  24. Jul 23, 2018
  25. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    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.
     
  26. Jul 23, 2018
  27. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    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.
     
    Last edited: Jul 23, 2018
    dunover and Mouche12 like this.
  28. Jul 23, 2018
  29. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    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
     
    dunover, Mouche12 and Borgie like this.
  30. Jul 23, 2018
  31. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    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.
     
    Mouche12 and Tirilej like this.
  32. Jul 23, 2018
  33. homerbert

    homerbert I-Gaming Industry Representative webby

    Occupation:
    nothing :)
    Location:
    middle of Europe!
    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
     
  34. Jul 23, 2018
  35. ternur

    ternur A damn fine cup of coffee CAG webby mm3

    Occupation:
    Lawyer
    Location:
    Finland
    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.
     
    Borgie, Tirilej and Mouche12 like this.
  36. Jul 23, 2018
  37. Dan.Videoslots

    Dan.Videoslots Dormant account

    Occupation:
    Games Manager
    Location:
    Malta
    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.
     
    ternur, Borgie and Tirilej like this.
  38. Jul 23, 2018
  39. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    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?
     
    Borgie likes this.

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