Is this a normal requirement

[onemoorebaby]

The emails have been back and forth today also.

This is indeed untrue.. I have sent 2 emails today.. one stating i did not want to send my password to which i got a response answering the previous emails which i sent on the 24th and the one asking you to read my emails properly after the mistake had been made.

I just received this one after pointing out that my email was not read and answered properly


Sorry for not seeing the bottom part of the email. Unfortunately, we need your password in order to verify that it is you choosing to close your account. Once we receive this, we will be able to close your account immediately.

Seth Spooner

 

[Louise]

I and everyone else posting here on this thread (besides for you) have said no other casino requests that, and I have given alternative ideas. You just repeat yourself saying that it is for verfication, and many here have explained we are not happy just emailing that info to some sloppy support, or to even email it at all.

There are many ways that you can comfortably request verification, without going down this line

Hi uungry,

This is what we are sticking to, I'm sorry if there are a few people that feel that this is somehow unreasonable. Please refer back to my comments previously to see why we ask for this information.

Regards,

Louise
Rushmore, Cherry Red & Slots Oasis Rep.

 

[uungy]

Hi uungry,
.

Its "angry" if anything

This is what we are sticking to,

I hate to say this, but I think you are the only casino that would never change a thing for anyone. The only time you did was when CM a while back put your hands behind your back with the cancelling a players balance for no reason "but was within your terms". The funny thing is, you dont seem to be bothered by your own terms, as stated earlier by Jasminebed

The player is obliged to keep his/her private username and password secret and confidential.
That is from your Terms and Conditions.

 

[Louise]

Its "angry" if anything


I hate to say this, but I think you are the only casino that would never change a thing for anyone. The only time you did was when CM a while back put your hands behind your back with the cancelling a players balance for no reason "but was within your terms". The funny thing is, you dont seem to be bothered by your own terms, as stated earlier by Jasminebed

We are the operator and casino, we have access to passwords anyway so is is not in reference to us - The password is often required as a piece of verification to protect the player from someone else possibly gaining access to their account. This is a unique verification that is only between the player and the casino.

The term that has been quoted is in reference to providing your password to a third party such as a member of your household etc.

Thanks,

Louise
Rushmore, Cherry Red & Slots Oasis Rep.

 

[uungy]

We are the operator and casino, we have access to passwords anyway so is is not in reference to us - The password is often required as a piece of verification to protect the player from someone else possibly gaining access to their account. This is a unique verification that is only between the player and the casino.

The term that has been quoted is in reference to providing your password to a third party such as a member of your household etc.

Thanks,

Louise
Rushmore, Cherry Red & Slots Oasis Rep.

I completely disagree. I wont divulge anyinformation to anyone who asks. How is anyone to know if it is a real request. This should never be a question asked by any company.

You could easily clarify if the person requesting the closure of account is in fact the account holder in many other ways.

I have listed a few earler, and I can list you a few more ways, but its really just a little bit of initiative and interest on your part to make a customer happy.

 

[Louise]

I completely disagree. I wont divulge anyinformation to anyone who asks. How is anyone to know if it is a real request. This should never be a question asked by any company.

You could easily clarify if the person requesting the closure of account is in fact the account holder in many other ways.

I have listed a few earler, and I can list you a few more ways, but its really just a little bit of initiative and interest on your part to make a customer happy.

I appreciate your comments - I guess this is one of those situations where it's just a difference of opinion.

From our viewpoint, we just want to be sure that the request is coming from the player him/herself, and this is the best way to assure this is the case. We are not asking for information that doesn't exist on the players account sheet anyway or some extra something that wasn't provided to the casino in the first place - The password is, like I said, between the casino and player for this very reason.

Kind regards,

Louise
Rushmore, Cherry Red & Slots Oasis Rep.

 

[uungy]

I appreciate your comments - I guess this is one of those situations where it's just a difference of opinion.

From our viewpoint, we just want to be sure that the request is coming from the player him/herself, and this is the best way to assure this is the case. We are not asking for information that doesn't exist on the players account sheet anyway or some extra something that wasn't provided to the casino in the first place - The password is, like I said, between the casino and player for this very reason.

Kind regards,

Louise
Rushmore, Cherry Red & Slots Oasis Rep.

We know the viewpoint......... oh well this is just one of those that you arent prepared to explain, just say "this is our viewpoint", which doesnt answer anything brought up by all the others and myself.

WE ARE THE PLAYERS, and we are telling you how we feel, its of no intrest to us if you just say "we feel confortable asking for it" because that makes us feel even less invited.

 

[Jasminebed]

I worked as an administrator of a Unix system, and we had no access to the user's password information. We could reset them to a default code, or delete an account without a password from the user.

Sending an email to support is no guarantee that an employee could not exploit this in some way.

If all CSRs have access to player passwords, then I don't feel your security is very secure.

I've sent a request for the closure of my CherryRed account. I'm hoping your sister casino does not make the same request of me, because I am not willing to comply.

 

[Louise]

I worked as an administrator of a Unix system, and we had no access to the user's password information. We could reset them to a default code, or delete an account without a password from the user.

Sending an email to support is no guarantee that an employee could not exploit this in some way.

If all CSRs have access to player passwords, then I don't feel your security is very secure.

I've sent a request for the closure of my CherryRed account. I'm hoping your sister casino does not make the same request of me, because I am not willing to comply.

Customer service reps do not have access to players passwords. The emails concerning account closures are only dealt with via 4 customer service managers.

Thanks,

Louise
Rushmore, Cherry Red & Slots Oasis Rep.

 

[onemoorebaby]

Its so ridiculous especially in my case... I requested the closure after wanting to deposit but being told no bonus for moneybookers deposits... i requested it from my email address and Im not trying to cash out or anything that would put your casino at any risk if low and behold i wasn't me... all i want is to shut my account ...... and at this point wish i had never ever played at any of the groups casino's whether i won or not in the past... what a fricken nightmare over what should be easy and painfree

Talk about showing true colors over time......

 

[love2winalot]

WOW? If you do not want to play there, just don't play there. Who cares if the account is closed or not? Just delete any banking info you may have had and be done with it.

Also, just e mail them with the, "I lost/forgot" my password, and change it. Then e mail them the NEW password.

 

[Louise]

Its so ridiculous especially in my case... I requested the closure after wanting to deposit but being told no bonus for moneybookers deposits... i requested it from my email address and Im not trying to cash out or anything that would put your casino at any risk if low and behold i wasn't me... all i want is to shut my account ...... and at this point wish i had never ever played at any of the groups casino's whether i won or not in the past... what a fricken nightmare over what should be easy and painfree

Talk about showing true colors over time......

To clear up concerning Moneybookers and Neteller deposits - Players can claim the weekly bonuses using this deposit method which are 10 bonuses of 50% each.

Thanks,

Louise
Rushmore, Cherry Red & Slots Oasis Rep.

 

[onemoorebaby]

WOW? If you do not want to play there, just don't play there. Who cares if the account is closed or not? Just delete any banking info you may have had and be done with it.

Also, just e mail them with the, "I lost/forgot" my password, and change it. Then e mail them the NEW password.

I dont like to leave dormant accounts all over the place

So your saying that I should have to go to the effort of doing all that when a casino should never ask me to email a password in the first place?

I dont think players would appreciate having to do that ... I am making a point not just for myself but for other players who should be aware that they are asking for this.... when it should be a simple case of name username date of birth ... closing an account means i do not want to play there anymore... not that i want to commit fraud of any kind.....

 

[missmichelle]

Customer service reps do not have access to players passwords. The emails concerning account closures are only dealt with via 4 customer service managers.

Thanks,

Louise
Rushmore, Cherry Red & Slots Oasis Rep.

You say this but then you want them to email password to support where anyone can read it. I also wouldn't do it. Never heard of such at thing.

Michelle

 

[Pinababy69]

You say this but then you want them to email password to support where anyone can read it. I also wouldn't do it. Never heard of such at thing.

Michelle

Neither have I, and I wouldn't do it either...not in a million years.

Onemoorebaby, while it's not ideal...just to end this...I would log in to your account, change your password to 123456, email that to support and be done with it. Can he do that Louise?

EDITED TO ADD: I find this request doubly absurd coming from the same casino group who, a year ago, said they had been hit with massive fraud/cases of identity theft. Even went so far as to hire private investigators, who "supposedly" physically visited the people/players involved, to verify their identities. It took months and months for them to complete this, and there were quite a few people who had winnings and deposits confiscated...on the basis of player to player transfers thru MB and Neteller. There's actually even a new complaint posted here from someone who is still trying to recover their money a year later. Wouldn't you think this casino/group out of all of them....would take issues such as this seriously? To ask someone to email their password to support through non secure channels such as hotmail. What are they thinking? Bizarre.

 

[onemoorebaby]

You say this but then you want them to email password to support where anyone can read it. I also wouldn't do it. Never heard of such at thing.

Michelle

Exactly what i was going to post... its been dealt with by two support people... neither of them gave me an alternative email address to supply this to which was for only "managers"

 

[missmichelle]

Neither have I, and I wouldn't do it either...not in a million years.

Onemoorebaby, while it's not ideal...just to end this...I would log in to your account, change your password to 123456, email that to support and be done with it. Can he do that Louise?

While inconvenient, it would put an end to it. At least then you'll be done with all the back and forth bs.

Michelle

 

[Jasminebed]

OP might consider that acceptable, but I won't in my case.

I did receive a response from CherryRed, requesting my password. I no longer have CherryRed on my PC as I stopped playing there quite some time ago. So my request was not just out of spite.

In order to change my password, I would have to take down my firewall (something I am never very comfortable doing) and reinstall.

Also, the email I received was signed by someone who did not indicate they were a manager.

I've written back to support requesting we make some other arrangement for my account closure.

 

[onemoorebaby]

I dont find it acceptable either as i would need to do the exact same thing as i uninstalled it prior to asking for closure once being told i couldnt use the promotions on the weekend with moneybookers... and i didnt think id be asked to supply anything bar the normal questions to close it

OP might consider that acceptable, but I won't in my case.

I did receive a response from CherryRed, requesting my password. I no longer have CherryRed on my PC as I stopped playing there quite some time ago. So my request was not just out of spite.

In order to change my password, I would have to take down my firewall (something I am never very comfortable doing) and reinstall.

Also, the email I received was signed by someone who did not indicate they were a manager.

I've written back to support requesting we make some other arrangement for my account closure.

 

[Pinababy69]

OP might consider that acceptable, but I won't in my case.

I did receive a response from CherryRed, requesting my password. I no longer have CherryRed on my PC as I stopped playing there quite some time ago. So my request was not just out of spite.

In order to change my password, I would have to take down my firewall (something I am never very comfortable doing) and reinstall.

Also, the email I received was signed by someone who did not indicate they were a manager.

I've written back to support requesting we make some other arrangement for my account closure.

Good for you Jazzy!! Keep after it. If I'd ever bothered to open an account there (don't "think" I did)...I'd do the same thing, just as a show of solidarity.

Honest to God, I like Louise....and I really do think she tries her very best to do what she can, and post whatever replies she's able to. But I'm sorry...her bosses, or whoever owns these places, have their heads so far up their asses, it's amazing they get anything done there.

The big fraud investigation, the long payment delays of months ago (for which there was never an explanation), the confiscation of over 2K from a player's dormant account (subsequently returned, because they were removed from the Accredited list), the no bonus thing on MB and Neteller deposits...and now this...the icing on the cake. No thank you to ANY of it. Before, I would have personally never have suggested anyone play here. I've now upgraded that to stay away, until someone over there buys a clue.

 

[Louise]

You can log in on the website and go to 'my account' and then 'change password', and email us your new password, whether it be 123456 etc.

You don't need to have the software downloaded to do this.

Thanks,

Louise
Rushmore, Cherry Red & Slots Oasis Rep.

 

[RobWin]

Wow....is all I can say here, another long and drawn out drama involving the Rushmore Group. I think this group has done more detriment to what that "Accredited List" once stood for than any other casino group that has ever been listed on it!

Where's that shaking head icon at?
____
____

 

[Louise]

Hi everyone,

I really do try my best here and feel that I am being reasonable and am explaining the reasons why this is the way we operate and feel that the reasons are justifiable. I don't see that we are deserving of being rogued because of this.

We are asking for the player's username which again, as I've said before, is something which stays between the casino and the player and is why this extra unique verification option exists. Should the player not want to provide us/and/or email a password which they also use to log in to their email provider for example, the player can do the following. They can log in on the casino website, go to 'my account' and 'change password', change it to something else, update this and then email us the new password to us along with their username and their account closure request will be complied with.

Kind regards,

Louise
Rushmore, Cherry Red & Slots Oasis Rep.

 

[uungy]

Hi everyone,

I really do try my best here and feel that I am being reasonable and am explaining the reasons why this is the way we operate and feel that the reasons are justifiable. I don't see that we are deserving of being rogued because of this.

We are asking for the player's username which again, as I've said before, is something which stays between the casino and the player and is why this extra unique verification option exists. Should the player not want to provide us/and/or email a password which they also use to log in to their email provider for example, the player can do the following. They can log in on the casino website, go to 'my account' and 'change password', change it to something else, update this and then email us the new password to us along with their username and their account closure request will be complied with.

Kind regards,

Louise
Rushmore, Cherry Red & Slots Oasis Rep.

I dont think being reasonable is stating "thats our view". Thats nor reasonable. It is not reasonable to not bend at all, and say something like, "OK, we appreciate you arent cofrtable, you can send us the dates and amounts of your last 5 deposits" or the first and third letter/number of your password, being so strong is why the casino has become so hated by alot of your (ex) players.

It may not be the reason to be rouged, but it is if you consider all the wierd things and unanswered questions, delayed withdrawls etc etc etc besides for still not answering the alot of the questions posted here, on this thread. I am not going to list the questions and valid points, just simply read throgh the thread please.

Also this is the first time you gave an idea what the OP could do, instead of just throwing te OP off until now. I gave that idea earlier by the way, but its if the OP wants to do it, but some have uninstalled the casino

 

[Jasminebed]

Well Louise, I do think you try your best here.

My request for some alternate method was met with a reply from someone other than than the original person who sent me the email. They did not indicate their position in the company.

Unfortunately, for security purposes we will need your password to close your
account. I am sorry for the inconvenience.

Even access to my account for a short period of time leaves other information vunerable.

You've said that only 4 managers have access to this information. Is that just for SlotsOasis or the whole Rushmore Group?

I've had two different staff members request this information from me. I'm not all that confident that if I put it in an email that just those four (or more) management will have access to this information. Not just employees of your group, but the possibility that emails can be intercepted.

I understand that it is your current policy, but I feel it is a poor one. Since your casino seems to be unique in requiring this in order to close an account, you must be able to find another way of maintaining your security.

I worked closely with the Base Information Systems in writing and training computer security for Department of National Defence (Canada), so perhaps I am overly aware of the possibility of security breaches.

I'll continue to leave my account dormant for now.

I'm hoping that perhaps the moderators of this Forum will share their views on this issue after their return from London, and that you will find another acceptable means for players to close their accounts.

Was I not asked for a security question upon registration?