LeoVegas locked my account with over £2300 in it

[Tirilej]

here may well mean HERE..this thread.
How do they deal with customer queries? They have an email - it was clearly posted.
A member posts or pms a rep. Rep either A - responds in detail via pm or B asks the member to kindly email them
Both get the same results

They do not discuss private accounts in pm here because of GDPR.
You need to send an email.
I've tried and got that answer. Exactly the same as Vs.

 

[Scott1baird]

I’ve started a GDPR debate here so i’ll add another thought.

From my limited knowledge of GDPR I believe the main reason that a rep wouldn’t want to help via a forum is because it isn’t possible to exercise the “right to erase” - we don’t own the forum so that adds a bit more complexity.

It all depends on what information is being passed however. A username passed via PM isn’t always personal information - I say “always” as if your username was firstnamesurnameDOB that then it is. And it adds complexities. If your username is ilovemycat24 then it’s fine. In our case it’s a bit easier as quite a few have an anonymous 32REXXX account number.

It adds complexities but as someone else said, the consent is a huge part and I’m sure Bryan has his own responsibilities when it comes to the GDPR regs and the right to erasure. And I don’t mean the band.

Mark

How did you guess my username?

 

[mack341]

My experience of emailing the generic customer service of casinos, mainly the uk bookie sites, has probably 9/10 been a waste of time, however if they were accredited here one of the benefits would be having a rep looking into and solving the problems that crop up from time to time. In this instance it looks like the casino is going to lose a customer, the personal touch via a pm could've perhaps prevented this ?

He could have said 'I'll get one of my colleagues from customer services to look into this and pm/email you shortly' after all VS Dan use to have a team helping him. Chopley shouldn't have to waste any more of his time on this, the facts are all out there, it's only fair the casino now respond by getting him verified asap so he can enjoy that fantastic win.

 

[dionysus]

They do not discuss private accounts in pm here because of GDPR.
You need to send an email.
I've tried and got that answer. Exactly the same as Vs.

No, I agree with you. I mean in detail in pm, meaning where able or willing, where otherwise theyd request an email
ps you might be surprised what some reps are willig to discuss in pm...then again, maybe not

 

[dunover]

Yes, the right to erase is of course important, but that would be the right of both parties to erase their data in their PM's which of course they could each do without CM intervention, same as in an e-mail. Of course, things posted in public would be the admin's responsibility here, a third party which should not be privy to sensitive data hence why if people accidentally or deliberately post such stuff, we delete it asap often thanks to you guys reporting it sharpish!

In the case of the PAB, the T&C's here permit both parties to consensually supply information to MaxD the appointed arbitrator. This is only visible to him, not the other admin.

PM's are private too and cannot be seen this side unless somebody has deliberately and voluntarily shared it with the admin, say in the case of threats, attempted frauds etc. Then the admin has just cause to view the information as a concerned party of the business/entity.

I see no real difference, other than company policy or preference, why LV won't use PM. It's not being publicly posted after all.

I would have thought though that in a comparatively simple and straightforward issue like this that it would be reasonable to expect the function of the official rep of an accredited casino to assist, but there are no rules that specifically gauge the actual level of intervention required of a rep other than for them to log-in regularly and be responsive - in this case he has, even if only to pass the matter along the line.

Yes, it's not usual for a CM rep but if his company have this procedure established for these matters then he has to follow it, frustrating as it may be for the member here.

 

[goatwack]

Yes, the right to erase is of course important, but that would be the right of both parties to erase their data in their PM's which of course they could each do without CM intervention, same as in an e-mail. Of course, things posted in public would be the admin's responsibility here, a third party which should not be privy to sensitive data hence why if people accidentally or deliberately post such stuff, we delete it asap often thanks to you guys reporting it sharpish!

In the case of the PAB, the T&C's here permit both parties to consensually supply information to MaxD the appointed arbitrator. This is only visible to him, not the other admin.

PM's are private too and cannot be seen this side unless somebody has deliberately and voluntarily shared it with the admin, say in the case of threats, attempted frauds etc. Then the admin has just cause to view the information as a concerned party of the business/entity.

I see no real difference, other than company policy or preference, why LV won't use PM. It's not being publicly posted after all.

I would have thought though that in a comparatively simple and straightforward issue like this that it would be reasonable to expect the function of the official rep of an accredited casino to assist, but there are no rules that specifically gauge the actual level of intervention required of a rep other than for them to log-in regularly and be responsive - in this case he has, even if only to pass the matter along the line.

Yes, it's not usual for a CM rep but if his company have this procedure established for these matters then he has to follow it, frustrating as it may be for the member here.

Is there a layman's version? Me no read English gud

 

[dionysus]

Yes, the right to erase is of course important, but that would be the right of both parties to erase their data in their PM's which of course they could each do without CM intervention, same as in an e-mail. Of course, things posted in public would be the admin's responsibility here, a third party which should not be privy to sensitive data hence why if people accidentally or deliberately post such stuff, we delete it asap often thanks to you guys reporting it sharpish!

In the case of the PAB, the T&C's here permit both parties to consensually supply information to MaxD the appointed arbitrator. This is only visible to him, not the other admin.

PM's are private too and cannot be seen this side unless somebody has deliberately and voluntarily shared it with the admin, say in the case of threats, attempted frauds etc. Then the admin has just cause to view the information as a concerned party of the business/entity.

I see no real difference, other than company policy or preference, why LV won't use PM. It's not being publicly posted after all.

I would have thought though that in a comparatively simple and straightforward issue like this that it would be reasonable to expect the function of the official rep of an accredited casino to assist, but there are no rules that specifically gauge the actual level of intervention required of a rep other than for them to log-in regularly and be responsive - in this case he has, even if only to pass the matter along the line.

Yes, it's not usual for a CM rep but if his company have this procedure established for these matters then he has to follow it, frustrating as it may be for the member here.

It could be as simple as reps log into the forum from their phone, out on the road, out of the office, from home, whereas emails are read and answered in office with access to all the informatiom in order to supply full/complete/precise responses
Or that this, or other issues go through or ran by other parties who are either read in or tapped for.
Or upper muckety mucks mandate it
Or more than one individual log into a rep acct and some simply havent the authority
Probably any number of reasons

 

[dionysus]

Is there a layman's version? Me no read English gud

reppy reps dun have to do the pm thingymajig

private means no sharesies

 

[colinsunderland]

It could be as simple as reps log into the forum from their phone, out on the road, out of the office, from home, whereas emails are read and answered in office with access to all the informatiom in order to supply full/complete/precise responses
Or that this, or other issues go through or ran by other parties who are either read in or tapped for.
Or upper muckety mucks mandate it
Or more than one individual log into a rep acct and some simply havent the authority
Probably any number of reasons

Which of course comes back to the point I was making and you disagree with, the GDPR is not stopping them from answering on here. LV (and Videoslots) state it is. It isn't. They might not want to for a myriad of reasons, but if thats the case, don't say it is for the GDPR, if that were true there are a lot of reps on here breaking the law.

 

[dealer wins]

Wow another casino that IMO will end up closing down.

Their profit is going to come from the few high rollers they can attract and retain, and the last thing ANY gambler likes is being given hassle of any kind. Piss them off once, and they are gone along with their potential £1000s and £1000s of casino profit over many years!

No1 rule, gamblers expect to lose, but expect a faultless level of service and for the high rollers a few nice perks too. Not their account locked and hoops to jump through!!!

 

[dionysus]

Which of course comes back to the point I was making and you disagree with, the GDPR is not stopping them from answering on here. LV (and Videoslots) state it is. It isn't. They might not want to for a myriad of reasons, but if thats the case, don't say it is for the GDPR, if that were true there are a lot of reps on here breaking the law.

*sigh*
and where did I diasgree with you about GDPR stopping them - or not - from answering on here - what I SAID WAS, THEY (LV) SAID they wont post here because of GDPR; whether that claim has merit is its own issue

 

[Full tilt]

I'm going to test this now, have just logged in and going to leave it for an hour, see if I get blocked, was going to deposit there tonight to have a go on the new BTG game, so if they block me I won't be able to

@ChopleyIOM how long were you logged in for?

You might hope they block you for more than 45 minutes if you are thinking of playing the latest offering by BTG: I’ve played it twice and not had a sniff!

 

[brianmon]

You might hope they block you for more than 45 minutes if you are thinking of playing the latest offering by BTG: I’ve played it twice and not had a sniff!

That's the game he won the money on, lol
5698x stake on a 40p a spin, feature

 

[ChopleyIOM]

I'm going to test this now, have just logged in and going to leave it for an hour, see if I get blocked, was going to deposit there tonight to have a go on the new BTG game, so if they block me I won't be able to

@ChopleyIOM how long were you logged in for?

I was probably logged in for about 12 hours, although I wasn't playing for the vast majority of that time, from memory I think it auto-logged me out a couple of times on timeouts as well.

I use a 32 inch 4K screen on my PC which I split into four 1080p quarters, and routinely have tens of things open at any given time, so it's not unusual for me to be logged into websites, game services, casinos and suchlike for many hours at a time. It's never, ever caused me a problem before, and I don't for one second believe LV's excuse anyway.

It's kind of a moot point now, I have no interest in playing there ever again, once I get paid, I'll never be going back.

 

[Gam Blor]

Not much to add, except that the same thing happened to me. I'm not 100% certain but I think it was LeoVegas. It didn't happen directly after a big win, and I had been logged in (and playing) for quite a while.

But same story. Locked out for 45 minutes. Logged back in, withdrew my money and never went back.

 

[SlotGrinder]

What other casino gives up valuable insider strategy on the latest slots though ?

Leo Tip: Land the most valuable regular symbol, the purple gem, giving 25x your stake for 6 across the reels.

 

[dunover]

What other casino gives up valuable insider strategy on the latest slots though ?

Leo Tip: Land the most valuable regular symbol, the purple gem, giving 25x your stake for 6 across the reels.

LOL...that came just under:

'TIP - press the 'START' button on any game and the reels will spin'

 

[xexe]

In theory, I'm for measures against problem gambling, but this is the wrong way to go. A better sign of somebody being a problem gambler would be if they made 10+ deposits in one day. If they want it to be time-based, they should just contact the player and ask if they're alright, rather than just going straight for the block. It's a really odd business decision as well, less wagering & pissed off customers = loss-loss.

 

[snorky510238]

Again I don’t play there so I don’t know and I haven’t read every post in this thread but wouldn’t it make sense to send the player a pop up warning them that their time logged in will expire in 1 hour or whatever the prior warning is set at. Also if the max time logged in is known could a player get round it by loggin out prior to this and log back in straight away? I don’t know just asking the question.

 

[thr0b]

Could it be that the player had accidentally clicked on a Reality Check popup to limit game time for that session?

 

[ChopleyIOM]

Could it be that the player had accidentally clicked on a Reality Check popup to limit game time for that session?

I wasn't even in the room when the lockout occurred, and I didn't click on any sort of message at any point (or indeed see one) relating to play time, or amount won/lost or anything else.

 

[philderby]

I hope they approve the docs and get this amount paid today. All this SOW and so on has discouraged me to play more than the odd £20 here and there. this just confirms how much hard work it can be as a player when you win

 

[Slottery]

My very limited GDPR knowledge somehow suggest that as operator don't own this forum, it's impossible to guarantee that information will be stored (5 years or what was that requirement?), if Bryan decide one day just quit CM, ban user or something, then you don't have any information stored (i don't know is that also enough that you have message from nicname from CM to proof that it really is person in question, even if you take screenshots from all conversation, how to proof that there are no further messages and some left out?).

Also as we have seen, reps here are changing, what happen information then? I think i never sent PM is it possible to print or save in format that there clearly can be seen it is whole conversation (and still can be manipulated ofc)?

As said, not expert in this and just shooting in the dark, but these reasons i feel could be problematical. At least if you are really changing information what should definitely be saved, you can't guarantee it is and assume you should be able to be in control about it yourself, not store it in public forum.

edit: Don't have account at LV, but if they are arranging any kind of races or tournaments, this would be really nice to be kicked out middle of that.

 

[ternur]

My very limited GDPR knowledge somehow suggest that as operator don't own this forum, it's impossible to guarantee that information will be stored (5 years or what was that requirement?), [...]

GDPR does not require information to be stored for 5 years, it's the opposite of that. GDPR requires that you must store data for the shortest time possible.

But AML regulations and licence requirements require that certain data is kept for a set period of time.

 

[ChopleyIOM]

Update:

Exactly what it says on the tin!

APOLOGIES - YouTube are being crap tonight so the video is stuck at 360p for now, hopefully it'll upgrade to 720/1080p in the not too distant future.

PLEASE NOTE - Contains real money play at Videoslots to make up for the nothingness from LeoVegas.