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Bogus Complaint lct1986 vs VideoSlots

Discussion in 'Casino Complaints - Non-Bonus Issues' started by lct1986, Dec 3, 2015.

    Dec 3, 2015
  1. lct1986

    lct1986 Banned User: trolling douchebag

    Occupation:
    slave (modern, paid)
    Location:
    uk
    Having some trouble with this operator. Requested my account by excluded for a maximum period of time. Did not use their 'lock' feature, specifically requested exclusion as I am a problem gambler. This was last year. I recently tried to reopen the account, was told is was closed until 2042 but could be reopened with a 7 day cooling off period (alarming). As a problem gambler running out of places that I am excluded from, I agreed. I am unhappy that the exclusion wasn't honoured. Now when I request the data they hold on me they refuse to provide it. They claim all requests should be made through the UKGC. (Please note that the Commission does not provide legal advice, or become involved with individual customer disputes). I submitted a request for the information held on me in the following way both to customer support and to phillip on here...

    Dear Videoslots.co.uk

    This is a request for information under the UK Data Protection Act 1998. For the benefit of doubt following your support staff's previous emails it is NOT the UKGC or any third party's job to provide this info. Could the operator, under the Data Protection Act:


    Please supplie the information about me that I am entitled to be provided with under the Data Protection Act 1998 relating to: my account

    • The information I specifically want is all emails exchaged since the account was opened.



    • all live chat records, particularly those of of the conversation when I excluded the account.


    • Information held on the communications I made when asking for the account to be excluded.


    • details of all deposits made following said request to exclude


    • details of upon when the 'lock account' option became live in it's current form on videoslots.com






    If you need any more information from me, or a fee, please let me know as soon as possible.

    It may be helpful for you to know that a request for information under the Data Protection Act 1998 should be responded to within 40 days.

    If you do not normally deal with these requests, please pass this letter to your Data Protection Officer. If you need advice on dealing with this request, the Information Commissioner’s Office can assist you and can be contacted on 0303 123 1113 or at ico.org.uk

    Yours faithfully
    xxx xxxxxxxxxxx

    P.S please again note that it is your lawful responsibility to provide this information, and not through the UKGC or any other third party.






    Despite my request, citing the Data Protection Act 1998, their support continues to play hardball with the data I am requesting.

    Jennifer P:
    There is nothing we can do for you regarding this matter here from the support. After reviewing your case it has been sent forward to the UKGC and as mentioned your contact with us have to go through them. If you contact them you can send your requests and / or complaint via this third party.


    My data request has nothing to do with the UKGC and they are not referenced in it. They do not get involved in individual disputes and would not be helpful in this matter. I have reported the operator to the UKGC, but this does not in any way mean that they have become a third party that must be liaised with. Especially when it comes to providing requested data in which the commission is not referenced.

    Why are they so reluctant to provide this information to me? In case of a clear display of wrongdoing by the operator? What do they rate on here? 9.7? I honestly don't know how. They don't know their backside from their elbow when it comes to laws, licensing and disputes. I am just one player and seem more clued up then them.

    How do I proceed here? The UKGC aren't usually the quickest and as said, don't get involved in individual disputes. Do I report them to the ICO for failing to provide data to me under the Data Protection Act?

    Any help/advice appreciated.

    Regards.
     
  2. Dec 3, 2015
  3. lct1986

    lct1986 Banned User: trolling douchebag

    Occupation:
    slave (modern, paid)
    Location:
    uk
    problem with videoslots

    apologies, didn't know where to post this so have stuck it here. feel free to move it if appropriate

    Having some trouble with this operator. Requested my account by excluded for a maximum period of time. Did not use their 'lock' feature, specifically requested exclusion as I am a problem gambler. This was last year. I recently tried to reopen the account, was told is was closed until 2042 but could be reopened with a 7 day cooling off period (alarming). As a problem gambler running out of places that I am excluded from, I agreed. I am unhappy that the exclusion wasn't honoured. Now when I request the data they hold on me they refuse to provide it. They claim all requests should be made through the UKGC. (Please note that the Commission does not provide legal advice, or become involved with individual customer disputes). I submitted a request for the information held on me in the following way both to customer support and to phillip on here...

    Dear Videoslots.co.uk

    This is a request for information under the UK Data Protection Act 1998. For the benefit of doubt following your support staff's previous emails it is NOT the UKGC or any third party's job to provide this info. Could the operator, under the Data Protection Act:


    Please supplie the information about me that I am entitled to be provided with under the Data Protection Act 1998 relating to: my account

    The information I specifically want is all emails exchaged since the account was opened.




    all live chat records, particularly those of of the conversation when I excluded the account.



    Information held on the communications I made when asking for the account to be excluded.



    details of all deposits made following said request to exclude



    details of upon when the 'lock account' option became live in it's current form on videoslots.com







    If you need any more information from me, or a fee, please let me know as soon as possible.

    It may be helpful for you to know that a request for information under the Data Protection Act 1998 should be responded to within 40 days.

    If you do not normally deal with these requests, please pass this letter to your Data Protection Officer. If you need advice on dealing with this request, the Information Commissioner’s Office can assist you and can be contacted on 0303 123 1113 or at ico.org.uk

    Yours faithfully
    xxx xxxxxxxxxxx

    P.S please again note that it is your lawful responsibility to provide this information, and not through the UKGC or any other third party.






    Despite my request, citing the Data Protection Act 1998, their support continues to play hardball with the data I am requesting.

    Jennifer P:
    There is nothing we can do for you regarding this matter here from the support. After reviewing your case it has been sent forward to the UKGC and as mentioned your contact with us have to go through them. If you contact them you can send your requests and / or complaint via this third party.


    My data request has nothing to do with the UKGC and they are not referenced in it. They do not get involved in individual disputes and would not be helpful in this matter. I have reported the operator to the UKGC, but this does not in any way mean that they have become a third party that must be liaised with. Especially when it comes to providing requested data in which the commission is not referenced.

    Why are they so reluctant to provide this information to me? In case of a clear display of wrongdoing by the operator? What do they rate on here? 9.7? I honestly don't know how. They don't know their backside from their elbow when it comes to laws, licensing and disputes. I am just one player and seem more clued up then them.

    How do I proceed here? The UKGC aren't usually the quickest and as said, don't get involved in individual disputes. Do I report them to the ICO for failing to provide data to me under the Data Protection Act?

    Any help/advice appreciated.

    Regards.
     
  4. Dec 3, 2015
  5. lct1986

    lct1986 Banned User: trolling douchebag

    Occupation:
    slave (modern, paid)
    Location:
    uk
    Jennifer P:
    I hear what you are saying. We have been going through your case thoroughly from the right department and the decision were that your account is to remain closed permanently and it will not be opened again, this decision was made due to the recent statement you made regarding your relationship with gambling. Your case has been escalated to the UKGC and this case will not be discussed or handled from the support. Your coming contact will have to go through UKGC and you can send your requests to them via this link: You must register/login in order to see the link. .
    19:46me:
    no
    19:46me:
    my data request is seperate
    19:48Jennifer P:
    It can be included in your contact with them.
    19:49lme:
    i dont want them to access the data
    19:50me:
    i WANT THE DATA OFF YOU
    19:50me:
    UNDER THE DATA PROTECTION ACT 1998
    19:50Jennifer P:
    You need to go through them with this.
    19:50me:
    data protection act 1998 does not require me to go through them
    19:50me:
    they do not get involved in individual disputes
     
  6. Dec 3, 2015
  7. lct1986

    lct1986 Banned User: trolling douchebag

    Occupation:
    slave (modern, paid)
    Location:
    uk
    *bangs head against wall repeatedly*
     
  8. Dec 3, 2015
  9. Tirilej

    Tirilej On a Break

    Occupation:
    Breathing
    Location:
    Sweden
    I hope the loose parts in there will connect soon then :)

    Why so much trouble? Wouldn't it be smarter to try and stay away from gambling and all there is to it and live a normal life.
    I have no clue what you're trying to achieve here. Do you?
     
  10. Dec 3, 2015
  11. lct1986

    lct1986 Banned User: trolling douchebag

    Occupation:
    slave (modern, paid)
    Location:
    uk
    Just like it'd be smarter for Gazza not to drink you mean?
    I am trying to not gamble and using exclusion features on as many sites as I can. When a site doesn't honour my exclusion request I think it is unacceptable. When they refuse to provide me with data that I am legally entitled to receive, from them and not from the UKGC, I think it is unacceptable. I want accountability and to stop other problem players from being exploited. I can do this and live a relatively normal life :)
     
  12. Dec 3, 2015
  13. citizenx

    citizenx Meister Member MM

    Occupation:
    Stuff
    Location:
    UK
    Hmm. This is surprising I find them very supportive.

    OK, so they aren't registered with the Information Commissioners Office in the UK which is fair enough as they're a Maltese registered company.

    Malta is a Member of the EU and has its own Data Protection Act which is derived from the EU Directive 95/46/EC. This includes a right to access as does the Maltese DPA.

    I would suggest you politely flag this up and request that they escalate the request to their management if they do not comply.

    Bottom line is that data controllers must on request supply a copy of the personally identifiable information held and would be breaking the law if they do not do so.
     
    2 people like this.
  14. Dec 3, 2015
  15. citizenx

    citizenx Meister Member MM

    Occupation:
    Stuff
    Location:
    UK
    I think a quick PM to Dan or Philip requesting a permanent exclusion would be a better idea than aruging about the whys and wherefores.

    I empathise with you, it's sometimes difficult if you can't keep your gambling under control but I would say that anger placed with yourself or the operators won't do you good in the long run.

    You're better off finding ways to prevent yourself from being able to deposit anywhere in the first place.

    How you might do that is up to you but be creative.

    Once you nip it in the bud and give it some time, you may find you are able to better control your play. If not, just continue with whatever arrangements you come up with.

    If you want to discuss your situation and want some ideas then feel free to do so in here or by PM. Happy to make a few suggestions, always got some ideas which might help.

    Good luck.
     
  16. Dec 3, 2015
  17. lct1986

    lct1986 Banned User: trolling douchebag

    Occupation:
    slave (modern, paid)
    Location:
    uk
    Thanks for the replies guys, I did PM Phillip a few days ago but then he went quiet on me after initially promising to look into it. Then I get this email...

    Hello

    I am contacting you because your case has been reviewed now. The account is to remain closed permanently and it will not be opened again, this decision was made due to the recent statement you made regarding your relationship with gambling. In closing the account the Cashback and Casino Race rewards will be void and returned to the casino as agreed upon in the Terms and Conditions, stating that:

    4.9.1 If Videoslots.com chooses to exclude or ban a player from You must register/login in order to see the link., from the day Videoslots.com communicates the intention to ban or exclude the player, the player shall no longer maintain the right to claim or receive any bonuses or cash rewards, including cashback and races, even if the entitlement to the bonus or cash reward arose before the exclusion or ban was imposed but at a time when the bonus or cash did not yet appear in the player’s account. The player shall be prohibited from making any claim to receive such bonuses or cashbacks.

    Since this issue has been escalated to the UKGC you will need to request the information and conversations through them instead of receiving them personally. We will not be discussing this case further in our support either as the proper channels will be the UKGC.

    Should you need to contact them you can use this link: You must register/login in order to see the link.

    Best regards,

    Jimmy
    Customer Service
    Videoslots.com



    So not only are they withholding my data they've effectively taken the cashback I was entitled to, which I'm not too bothered about (it is hundreds of pounds), it's more of a principle issue of 1) them not honouring my exclusion and 2) refusing to supply data that I am requesting with regards to the exclusion.
     
  18. Dec 3, 2015
  19. lct1986

    lct1986 Banned User: trolling douchebag

    Occupation:
    slave (modern, paid)
    Location:
    uk
    Their UKGC stance is particularly frustrating as they don't seem to grasp that they don't intervene or adjudicate/mediate in specific disputes!
     
  20. Dec 3, 2015
  21. paul7388

    paul7388 Meister Member MM

    Occupation:
    not a lot
    Location:
    glasgow scotland
    Okay its hard to give an opinion on certain snippets you have posted.

    But from what I can make out you were self excluded and requested account reopened which they did after a 7 day period. That could be fine it all depends on exact reason you gave for excluding at time.

    I also see that you have told them you are a problem gambler so they have closed your account permanently now which is right thing to do and obviously things like cash back you will lose.

    The not giving data is wrong but from emails it looks like somewhere along the line either you or them had said that matters would be took further. If indeed the casino believes you are contacting others and complained about the self exclusion etc. then they will not share any more details with you. They are not breaking data laws if you have went to someone else as they would share the info with them. Its same as a lot of disputes. Once you take a complaint to someone higher then no one will deal with you direct as it could act against them.

    If alls true and you want a quick answer and access to information you can use the free PAB service offered on the forum and Max will contact the casino on your behalf and get the answers to your queries.

    It will be simple enough as they are the highest ranked casino here so will cooperate with the PAB.

    If you do decide that's what you want to do then fill in the PAB right away and don't comment anymore in this thread till PAB is finished or it wont work.

    Good Luck.
     
    3 people like this.
  22. Dec 3, 2015
  23. lct1986

    lct1986 Banned User: trolling douchebag

    Occupation:
    slave (modern, paid)
    Location:
    uk
    Sorry for the suspicion (too much TV), but I don't particularly want a website which is probably receiving top affiliate cash from videoslots to go through any kind of bitch pitching. I just want the data I have requested and to be able to pursue the matter on my own from there. The UKGC clearly states it doesn't intervene in individual cases so to shut up shop on me because I reported the issue to them is wrong. They can't and won't force the casino to provide me with the data that they are required to provide. I am here to seek members advice not make use of the adjudication service. Thank you for the reply though, however
     
  24. Dec 3, 2015
  25. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    @ lct1986 : please read the Posting Rules, with special attention to item 1.2. The point being that you've started this thread to discuss your issue, so don't go posting the same thing elsewhere on the site. Please and thank you.
     
  26. Dec 3, 2015
  27. lct1986

    lct1986 Banned User: trolling douchebag

    Occupation:
    slave (modern, paid)
    Location:
    uk
    Apologies, sir :thumbsup:
     
  28. Dec 3, 2015
  29. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    While we're at it you best make sure you've read the rules on posting complaints as well. Just sayin'.
     
  30. Dec 3, 2015
  31. Philip

    Philip General Manager for Videoslots

    Occupation:
    General Manager
    Location:
    Malta
    Hi lct1986,

    First of all I would like to say Im sorry for your personal problem regarding gambling.
    I have gone through this case and I can see that from the first time you mention you had a problem with gambling your account got permanently blocked. This was on 28th November 2015.

    I can also see in our systemlogs that you locked your account 19th October 2014, this was done via our responsbile gambling page and no contact was made with our support. You locked it for 10,000 days.
    It is specified under the lock function that it can be reopened after 7 days.
    It is also specified that if you would like to permanently block your account you should contact our support.
    On the 17th November 2015 you requested us to reopen your account and the account was opened on the 24th November 2015.

    After you made your complaint you informed us that you would report this to UKGC, IBAS and MGA. You also specified you would file complaints with Casinomeister and Askgamblers. When that happened the case was sent to our compliance officer who has been waiting the complaint from 3rd party service.

    As you decided to take this to the next level, we need to await them before we can finalize the case.

    To continue the case here at Casinomeister we recommend you to do a PAB.

    Best regards,

    Philip
     
    3 people like this.
  32. Dec 3, 2015
  33. lct1986

    lct1986 Banned User: trolling douchebag

    Occupation:
    slave (modern, paid)
    Location:
    uk
    Sorry, I did state I'd contacted Phillip before posting though :p He said he'd get back to me, then didn't. Then ignored subsequent messages
     
  34. Dec 3, 2015
  35. lct1986

    lct1986 Banned User: trolling douchebag

    Occupation:
    slave (modern, paid)
    Location:
    uk
    I am sorry but that I don't recall that lock account feature even being in place when I excluded, let alone using it. When was it even implemented on the site?
     
  36. Dec 3, 2015
  37. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    Alarm bells are ringing here again guys&girls.

    OP registers at CM and starts drip feeding parts of a story, at no point in time does he give a full account of events.

    This is what i think happened:

    - OP is a problem gambler
    - OP excludes from many sites to stop gambling because wife/parents/friends put pressure on him
    - OP runs out of sites to play
    - OP becomes very inventive to re-open accounts
    - OP loses a ton of cash (he mentioned the cashback at VS was in the hundreds!!!!)
    - OP now wants to take VS to the cleaners because they let him back in and he lost, or at least his deposits back - i can assure everybody that we would not have heard his story would he be on a winning streak.
    - OP threatens VS with legal action and tells them that he will report them to the UKGC/other authorities - hence VS won't discuss anything further with him, and that rightfully so.
    - OP goes on different forums to put pressure on VS


    VS has done what other casinos are doing as well. If 6 or 12 months (not sure which) have passed since the self-exclusion a player can request the re-opening of the account. Casino will hear the case and make a decision whether to do so but will impose a 7-day cooling off period before the account is opened again.

    OP does not want to accept the help via PAB accusing CM of being biased as they "receive top affiliate cash from VS" ... really OP??? :mad: :eek:

    TO THE OP: Make one last post with the whole story, stating in chronological order step by step what happened, then we might be able to understand and believe you.

    LAST WORDS

    Always easy to blame other for own problems. If OP is really serious about stopping gambling then he would have:

    - installed a software on his computer/mobile/laptop that prohibits him from opening casino websites
    - given control over his/her finances to his wife/girlfriend/boyfriend/parents/siblings/friend
    - given the casinos the real reason for SE and asked them to never ever re-open the account no matter what he tells them
    - would have registered with GA or similar

    Instead he is still scouring the world wide web for chances to have a punt, still has access to huge financial funds to have a serious punt when he gets the chance and still blames others for his problems (meaning that he still has not fully acknowledged that he has a problem)

    EDIT: Typed my post at the same time as Philip. My suspicions pretty much confirmed :rolleyes:
     
    6 people like this.
  38. Dec 3, 2015
  39. lct1986

    lct1986 Banned User: trolling douchebag

    Occupation:
    slave (modern, paid)
    Location:
    uk
    Now are you sure I didn't request exclusion (as I always do) and a mistake has somehow been made and a lock instead been placed on the account? If you are adamant that this is the case, and I am extremely dubious, do you think, despite your T&Cs that after allowing me to lose £400+ (after apparently locking the account until 2042) that it is then fair to remove any benefits I might gain from losing that money? Surely locking my account permanently when I have unused benefits on there is about as unfair as it gets. All this is hypothetical of course, because I have never opted for a 10,000 day account lock with a 7 day get out clause. Which, frankly, is the most ridiculous responsible gambling feature I've ever seen. Respectfully.
     

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