Despite my request, citing the Data Protection Act 1998, their support continues to play hardball with the data I am requesting.
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.
Hi,
I am ignoring how the rest of this thread spiralled out of control and providing advice on the quoted parts only. Posters in this thread not in the UK and not familiar with UK legislation are not providing correct advice with regards to the DPA.
I have first hand knowledge of making these requests and can help a bit.
Firstly as of last year if are in the UK then these companies and your activity with them fall under UK law with regards to your account and your activity with them. This gives you the right to request a SAR under the data protection act.
The ICO guidelines for companies is quite strict on this matter as to what constitutes a request. Even a comment on a facebook page (this is specifically mentioned) can constitute an official request. A message to support will 100% count. It is better if you did it formally, with a letter which has to be signed for but if they have replied already then fair enough.
Your request should now be passed to their data controller/their compliance officer. If they need anything else from you they have to ask (they can ask for £10 and proof of ID if they are genuinely unsure of who you are). They must respond immediately if they require any more information from you or they can be in trouble for delaying the request. You must get everything you asked for within 40 calendar days or they have broken the law. Normal CS dealing with this or fobbing you off is unacceptable. There are laws in the UK about how they must handle your data.
Please keep a copy of all correspondence and if VideoSlots do not send you what you require within 40 days send them the ICO form letter giving them a final 14 days. If you continue to not receive a response then report them. Believe me they will be in immediate trouble with the ICO in the UK.
There is of course some rules about what you can and cannot see. They have to give up every piece of data they hold on you and explain how it was gathered etc but they do not have to show you anything to do with another person or anything involving criminal activity. There might be some other exceptions. They do have to explain all internal acronyms and codes are on your account when they show you it.
As for my opinion on what you have asked for
•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
They absolutely without question have to give all that to you under the DPA.
This one however I am not so sure about, sounds more like UKGC kind of stuff.
•details of upon when the 'lock account' option became live in it's current form on videoslots.com
Good luck and please pursue it. I don't like cowboy attitudes to the DPA from companies.