Responsible gamblnig question for you all

same_old

Dormant account
webmeister
PABaccred
Joined
Mar 4, 2007
Location
Australia
Hiya Peeps :) ,

Hey I have a question for you all if I may.

Say a client sign's up an account with a sportbook deposits and bets, losses the money and then emails in asking that he be excluded from gambling for 12 months. That's it thats all the clients writes so the company then emails back asking "for better customer service can i please ask as to why you wish to have your account closed" ( this is basically to get the client to either state gambling problem or if they just wish to be excluded for 12 months or if it is an issue with the site and want genuine feedback).

Do you feel that the casino can email you with this or just go by the initial email that the client sent and close for 12 months??


The client then does email back saying 'how dare you ask me this, I have closed my account at 6 other sportsbooks and they didnt ask me this question they just closed the account for 12 months" and then answers the question, stating, "i'm not in control of my gambling"- which the company was basically looking for as they have no indicator on his betting history to determine if they have a problem or not.


Is the company ok in asking this of the client as sometimes they are vague and a simple first answer of- " I want to be excluded for 12 months" does not state one or the other really does it??

What about the other 6 companies just closing the account for a simple sentence of " I wish to be excluded for 12 months" and not really know the reason why??

Appreciate some feedback please. :thumbsup:
 
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Deeplay

New World Order
webmeister
CAG
mm1
Joined
Aug 27, 2008
Location
The biG Eu
Well any casino / sportsbook that is legit should not write back asking "why" they should simply block the account as per the players wishes. In the past I have used this and only 1 time a casino wrote back asking me "why" I then replied firmly that please Dont ask just close my account for xx months. Its bad practise and to try change the players mind or stall. I think when a person does request this they have to be very clear on the email. But most casinos will go ahead and put the block on. Responsable gaming policys should be a must for every Casino, sadly thats not always the case.
 

zebedy

No!!!! Im Spartacus
Joined
Jun 1, 2007
Location
Up a Tree
i noticed rival do this,when you self exclude yourself in the help section and want your account closed they send you an email asking you to confirm it and want to know the reasons,
i think when you ask for the account to be closed for whatever reason and amount of time it should be done, no questions asked,
 

soursob

Dormant account
Joined
Jan 12, 2009
Location
israel
Well any casino / sportsbook that is legit should not write back asking "why" they should simply block the account as per the players wishes. .

i think when you ask for the account to be closed for whatever reason and amount of time it should be done, no questions asked,

I have to disagree with u guys. I don't see any problem with simply ASKING a customer who wishes to have their account closed why they wish to do it.

This is very common in many industries. Could u imagine that upon sending your bank an email stating that you wish to have your account closed, you won't get a phone call from your account manager trying to find out why you wish to close the account and what he could do to change your mind??

I do agree that regardless of the answer, or whether the customer even provides an answer, the account must be closed if this is the customer's request. But trying to find out why is very legit. This is what good customer service does: find out why the firm's customers are unhappy, and do the most to make them happy. Not all "close account" requests are related to gambling problems.
 

kmay87

Dormant Account
PABnononaccred
PABaccred2
Joined
Jun 19, 2008
Location
England
Sorry, I totally disagree.

How is gambling like a bank account? If I ask a bank to close my account, it's because I don't want it. There will be no money owed, or probably in there in the first place. It would be standard business practice to ask why so they may be able to appease you, and reflect on this in the future.

But if I have a gambling problem, and I email support asking them to block my account, if they reply back saying 'why?' I could potentially see my account is still open and then play and lose a lot more.

If they close the account, and then ask why, that is fair enough. But noone HAS to give a reason. If we want it closed, it's closed, end of story.

I have to disagree with u guys. I don't see any problem with simply ASKING a customer who wishes to have their account closed why they wish to do it.

This is very common in many industries. Could u imagine that upon sending your bank an email stating that you wish to have your account closed, you won't get a phone call from your account manager trying to find out why you wish to close the account and what he could do to change your mind??

I do agree that regardless of the answer, or whether the customer even provides an answer, the account must be closed if this is the customer's request. But trying to find out why is very legit. This is what good customer service does: find out why the firm's customers are unhappy, and do the most to make them happy. Not all "close account" requests are related to gambling problems.
 

love2winalot

Dormant account
Joined
Feb 10, 2009
Location
Philippines/Visiting Las vegas
Hiya: There is a much easier way to do this. First off why 1 year? Why not 90 days, or 3 years? Nothing is going to change no matter how long you wait. It will still be the same RNG running the Machine, and the same Odd's.

You need to Cancel from your payment provider. ie, Neteller, moneybookers, e wallet, and so on.

And toss out all those damn visa cards. We have not had one for many many years, AND IT IS GREAT.

Edited: I mean just ask, "THEM" to cancel you, instead of the Casino. So what if you ask Casino, "A" to stop you from playing for a year. When you get that 300% Bonus offer from Casino "B" next week, is that not a temtation you would rather not have? If you CAN't get your money into the Casino, you can't play. Simple.
 
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spearmaster

RIP Ted
Joined
Jan 12, 2001
Location
Heaven
It is perfectly ok for a casino to ask why.

It is perfectly ok for a customer to refuse to give a reason. But once that has been done, the casino should close the account irrespective of the reason, or lack thereof.

If a casino subsequently does NOT close the account, and tries to convince the customer not to close the account, that's not ok.
 

kmay87

Dormant Account
PABnononaccred
PABaccred2
Joined
Jun 19, 2008
Location
England
Hiya: There is a much easier way to do this. First off why 1 year? Why not 90 days, or 3 years? Nothing is going to change no matter how long you wait. It will still be the same RNG running the Machine, and the same Odd's.

You need to Cancel from your payment provider. ie, Neteller, moneybookers, e wallet, and so on. Make a deposit into them. Then go to your bank and dispute it= Banned = no way to get money into the casino to begin with.

And toss out all those damn visa cards. We have not had one for many many years, AND IT IS GREAT.

Erm, advocating chargebacks on this forum is going to get you instantly banned. Ridiculous suggestion. Sorry.
 
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