Should Auto-Exclusion really require a phone call?

[Balthazar]

Usually players who decide to auto-exclude aren't going to want to talk about it and explain themselves to a stranger over the phone. The likeliness of not doing it because of the required phone call is very high.

All requests for a player’s account to be locked (including requests for self-exclusion) must first be verified in writing (via email) as well as by telephonic confirmation where standard security questions must be answered before the Customer Support team can action the request.
Please first submit written requests via this email address: selfexclusion@redflush.eu or, should you prefer, via the LIVE Chat feature (launch live chat).
Following your written submission we will lock your account for a period of 24 hours only.
We will then contact you telephonically to confirm your exclusion. (Please ensure that you have supplied us with your correct contact number in order for us to do so)
Once your request has been received (telephonically and in writing), your preferred self-exclusion period will commence immediately.

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I want to auto-exclude but I don't want to talk about it on the phone, what should I do?

 

[hoff1985]

that's ridicoulous! imnever need to do a phone call for depositing, withdrawal, questions etc. why for auto-exclude?

 

[vinylweatherman]

This looks like they are trying to make the process as difficult and complicated as they think they can get away with, probably to deter players making exclusions as opposed to simply not depositing for a while. It looks like they are trying to "game the system" of their regulatory body. If a player self excludes, then their account cannot be reopened until a set period has passed, and they cannot be contacted by the casino for anything related to marketing. A player who simply stops playing on the other hand can be sent "please come back" offers in order to induce them to deposit again. This would be the only time you ever see a 100% bonus from this group. If that fails, a decent sized free chip dropped into the account might be tried. This is usually enough to get someone to reinstall the huge suite that is Microgaming, and once they are playing the free chip, they are vulnerable to a follow on deposit offer.

Many players don't accept phone calls because they have not told anyone else in their household that they gamble, and it's just too high a risk that someone else will answer the phone and accidentally find out. If the issue is about a gambling problem and self exclusion, it makes it even WORSE because the others won't merely find out they gamble, but will find out they have dug themselves into a hole over it. This could cause an argument or even relationship break up when what the player needs is help.

 

[JackTenOff]

Yep, it's totally unacceptable, account closure requests should be honored the instant they are received by email, or even better an online form which doesn't ask probing questions.

 

[dunover]

Usually players who decide to auto-exclude aren't going to want to talk about it and explain themselves to a stranger over the phone. The likeliness of not doing it because of the required phone call is very high.



Old / Expired Link


I want to auto-exclude but I don't want to talk about it on the phone, what should I do?

I actually permanently closed my LaVida account via CS chat quite easily (if you remember I had the 4-reel sh!tstorm on TSII there so decided to call it a day when paid) so maybe the terms differ slightly from what actually happens?

If this paragraph is now their official policy then it certainly differs from the experience I had. I would try via live chat first, despite what the term states.

As we know the major weakness of MG download sites is the total lack of self-administered RG options. They can be added, because when I first used 32red 3 or 4 years back they had a deposit limit link on their banking page although sometime in the last couple of years that disappeared too.

It should be a more discreet process IMO than that you quote.

 

[Tirilej]

I would ask them to go to hell!

I've never liked this casino so I'm not that surprised.
This is the total opposite to have a responsible gambling policy and I really hope they remove that from their terms.
Not much upset me these days but this was really bad

 

[Googobucs]

Well they are an accredited casino here. I think it's worth PM'ing the rep (red Flush)
Outdated URL

and ask them to help you with the self exclusion. Tell them that you do not want to be called. It's a very reasonable request and they should honor it.
If not, then maybe it's time to start compiling our list of inductees for 2015 casino awards.

 

[Balthazar]

I actually permanently closed my LaVida account via CS chat quite easily (if you remember I had the 4-reel sh!tstorm on TSII there so decided to call it a day when paid) so maybe the terms differ slightly from what actually happens?

If this paragraph is now their official policy then it certainly differs from the experience I had. I would try via live chat first, despite what the term states.

As we know the major weakness of MG download sites is the total lack of self-administered RG options. They can be added, because when I first used 32red 3 or 4 years back they had a deposit limit link on their banking page although sometime in the last couple of years that disappeared too.

It should be a more discreet process IMO than that you quote.

I think I'll go through the rep (who's always been helpful to me). Still, that pisses me off.

 

[spintee]

No & I personally think its a piss take, Making you go threw an assault course just to move a tyre,

Should be plain an simple no qs ask

 

[bigjohn]

There may be a less nefarious reason for wanting to call you to confirm for a permanent exclusion.

I suspect it's possible that someone else could close your account without your knowledge, maybe an ex. or someone who 'thinks' they are doing you a favor, just by knowing your login details.

When they call you just tell them you want it closed permanently and you don't want to discuss the reason, being as firm about that as needed.

 

[Tirilej]

There may be a less nefarious reason for wanting to call you to confirm for a permanent exclusion.

I suspect it's possible that someone else could close your account without your knowledge, maybe an ex. or someone who 'thinks' they are doing you a favor, just by knowing your login details.

When they call you just tell them you want it closed permanently and you don't want to discuss the reason, being as firm about that as needed.

I think the only reason is to try and make you stay. There can't be any other reason. They need it in writing to follow the law, but they don't need a phonecall.

If I would be so reckless I let anyone else see my account details, then i shouldn't have an account in the first place.
I had a hell closing my account. Both through the reps here and after discussing it through emails. I guess they just want to make it difficult.

I know some of you like this place so sorry if I'm too negative. I just can't see a reason.

 

[chayton]

There may be a less nefarious reason for wanting to call you to confirm for a permanent exclusion.

I suspect it's possible that someone else could close your account without your knowledge, maybe an ex. or someone who 'thinks' they are doing you a favor, just by knowing your login details.

When they call you just tell them you want it closed permanently and you don't want to discuss the reason, being as firm about that as needed.

I think that's probably the reason too - if Ray decided that I spend too much time gambling, he could get on my computer and use my email to close my accounts. And it makes me wonder if something like that actually happened and that's why they do phone confirmation thing now? Seems like it, since they also have to ask you security questions.

It's possible that the phone call will be just confirming your identity and maybe they won't even ASK what your reasons are for closing your account. You won't know until you do it I guess.

 

[spintee]

There may be a less nefarious reason for wanting to call you to confirm for a permanent exclusion.

I suspect it's possible that someone else could close your account without your knowledge, maybe an ex. or someone who 'thinks' they are doing you a favor, just by knowing your login details.

When they call you just tell them you want it closed permanently and you don't want to discuss the reason, being as firm about that as needed.

Very true, But who's to say that if some pserson was trying to do that than surely they could change the number so it will ring them up, all you would need is there info that you would most probably know,

 

[bigjohn]

I have no opinion on La Vida personally. I know the casino I play most at now, Virgin, sends an SMS text message to my cellphone every time I try to logon with a 4 digit code I have to enter to be able to play. I have asked them about this really being necessary and apparently, to them, it is.

Point being that's the way they do business so I bite the bullet and do it.

 

[spintee]

I have no opinion on La Vida personally. I know the casino I play most at now, Virgin, sends an SMS text message to my cellphone every time I try to logon with a 4 digit code I have to enter to be able to play. I have asked them about this really being necessary and apparently, to them, it is.

Point being that's the way they do business so I bite the bullet and do it.

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Thats a strange one if I do say so, Thats going abit over the top & also there defiantly making sure your details are up to scratch, Maybe your password id not good enough so have you tried changing it? I have come across this before

 

[dunover]

I have no opinion on La Vida personally. I know the casino I play most at now, Virgin, sends an SMS text message to my cellphone every time I try to logon with a 4 digit code I have to enter to be able to play. I have asked them about this really being necessary and apparently, to them, it is.

Point being that's the way they do business so I bite the bullet and do it.

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You can play at Virgin in the US? I play there too, crap promotions and rarely a bonus, but quick-paying.

 

[bigjohn]

Thats a strange one if I do say so, Thats going abit over the top & also there defiantly making sure your details are up to scratch, Maybe your password id not good enough so have you tried changing it? I have come across this before

It's this way for everybody who chooses to play at Virgin, here in New Jersey. They are the only one of our regulated casinos that go this extra step.

You can play at Virgin in the US? I play there too, crap promotions and rarely a bonus, but quick-paying.

Yeah, Virgin teamed up with The Tropicana when our regulation kicked in. BTW, all our casinos have crap promos and bonuses but Virgin pays quick here too, I get about 30 seconds reverse time and then 24hrs from request, via ACH bank transfer, it's in my checking account. This is weekends, nights, holidays, anytime.

 

[quber]

Usually players who decide to auto-exclude aren't going to want to talk about it and explain themselves to a stranger over the phone. The likeliness of not doing it because of the required phone call is very high.



Old / Expired Link


I want to auto-exclude but I don't want to talk about it on the phone, what should I do?

I would send them an email telling them you want to self exclude but do not want to take a phone call. If they do open your account the following day then they are breaking the license in Malta and the UK remote gambling rules as any attempt to self exclude should be taken seriously.

Their site i would think is also breaking rules as in teh Self Exclusion part of the responsible gaming page they are offering a 24 hour cooling off period and a maximum period of 6 months for self exclusion. Self exclusion should be a minimum of 6 months with 1 year and 5 year periods being offered and of course permanent.

After self exclusion if you want to re-open the account they have a duty to contact you if you request the account to be re-opened but they can not contact you after the exclusion period it has to be you that initiates it.

 

[fortunelounge]

Response From Casino Host

Hi,

The process required to lock an account for Self-Exclusion does require for us to call a player and confirm that the player did request for the account to be locked.
This was based on past experience, when spouses and partners of players had sent in emails via the players email address acting as the player and stating that they had a gambling problem and this want the account closed and never to be contacted again. After this account is closed, the real player comes back and is irate that the account is closed for a minimum 6 months and there is no way to reverse the lock.

Thus as an extra check, we do call a player and verify if they had requested to lock the account for Gambling Addiction or Self Exclusion. This again is done at a time that is most convenient for the player and not just at any random time. We do ask for the player to provide the best time to have the 2 minute call.

Please do note that we do not do call on every case and do close most account based on the security verification done via email or Live Chat requests.
We do support Responsible Gambling and do try to assist all players in enjoying the casino for its entertainment enjoyment value.

Balthazar – should you wish to close the account, please do contact me on PM and I will assist you personally.

Regards

 

[spintee]

If it was somebody else trying to close account than what's stooping them pretending there the person on the phone? Does not make sense

Hi,

The process required to lock an account for Self-Exclusion does require for us to call a player and confirm that the player did request for the account to be locked.
This was based on past experience, when spouses and partners of players had sent in emails via the players email address acting as the player and stating that they had a gambling problem and this want the account closed and never to be contacted again. After this account is closed, the real player comes back and is irate that the account is closed for a minimum 6 months and there is no way to reverse the lock.

Thus as an extra check, we do call a player and verify if they had requested to lock the account for Gambling Addiction or Self Exclusion. This again is done at a time that is most convenient for the player and not just at any random time. We do ask for the player to provide the best time to have the 2 minute call.

Please do note that we do not do call on every case and do close most account based on the security verification done via email or Live Chat requests.
We do support Responsible Gambling and do try to assist all players in enjoying the casino for its entertainment enjoyment value.

Balthazar – should you wish to close the account, please do contact me on PM and I will assist you personally.

Regards

 

[chayton]

If it was somebody else trying to close account than what's stooping them pretending there the person on the phone? Does not make sense

I assume you meant stopping? They ask security questions to verify the person on the phone is the account holder. I'm sure it's more than 'What's your name/birthday" etc - maybe they'd ask for a password or the date/amount/method of last transaction - kinda like when Club World calls after your first deposit.

I don't know, I'm just assuming. Although they could do that via chat as well, I suppose....?

 

[Balthazar]

Balthazar – should you wish to close the account, please do contact me on PM and I will assist you personally.

PM sent. Thanks Rithen.

 

[Balthazar]

I finally managed to do it, thanks to the rep.

PS: I don't think it's appropriated to clearly ask for a written reason as to why I want to take a break from online gambling and I found that part a bit offensive. So Rithen you might want to reconsider asking this kind of questions in the future when someone is asking for a break. I'm not angry, but that wasn't cool.

 

[Batman]

I found that also very uncomfortable, and whenever it occurs, I permanently close my account with the respective casino, to skip the hassle.
The thing they're doing is only damaging to their business imho.

LE: Referring at both phone calls (most uncomfortable) and the written reasons.

 

[bigjohn]

I finally managed to do it, thanks to the rep.

PS: I don't think it's appropriated to clearly ask for a written reason as to why I want to take a break from online gambling and I found that part a bit offensive. So Rithen you might want to reconsider asking this kind of questions in the future when someone is asking for a break. I'm not angry, but that wasn't cool.

IMO, in past cases we have seen here in the forum many players have been far too ambiguous when it comes to stating the reason they want SE.

If you feel you have a gambling problem and you are seeking to break free from it the best thing you can do is admit it to yourself and make sure that it is crystal clear to any casinos you may patronize.

If you just don't like their policies or don't feel that they appreciate your business, tell them that in your written reason, ie; "I do not like the way XYZ casino has treated me and I am not seeking any compensation, I just want my account closed permanently and I do not want any further correspondence concerning this." I have used the above sentence before and it worked flawlessly.

If they want to know, just tell them without sugar-coating.