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Should Auto-Exclusion really require a phone call?

Discussion in 'Online Casinos' started by Balthazar, Jan 10, 2015.

    Jan 10, 2015
  1. Balthazar

    Balthazar The Governor

    Occupation:
    Leader
    Location:
    Woodbury
    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.

    You must register/login in order to see the link.


    I want to auto-exclude but I don't want to talk about it on the phone, what should I do?
     
    6 people like this.
  2. Jan 10, 2015
  3. hoff1985

    hoff1985 Meister Member mm1

    Occupation:
    IT Stuff :)
    Location:
    Switzerland
    that's ridicoulous! imnever need to do a phone call for depositing, withdrawal, questions etc. why for auto-exclude?
     
    1 person likes this.
  4. Jan 10, 2015
  5. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    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.
     
    7 people like this.
  6. Jan 10, 2015
  7. JackTenOff

    JackTenOff Webmaster webmeister

    Occupation:
    nananananana
    Location:
    uk
    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.
     
    3 people like this.
  8. Jan 10, 2015
  9. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    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.
     
    1 person likes this.
  10. Jan 10, 2015
  11. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    I would ask them to go to hell!:mad:

    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:(
     
    2 people like this.
  12. Jan 10, 2015
  13. Googobucs

    Googobucs Meister Member

    Occupation:
    IT Manager
    Location:
    Florida, USA
    Well they are an accredited casino here. I think it's worth PM'ing the rep (red Flush)
    http://www.casinomeister.com/forums/member.php?u=13703

    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.
     
    1 person likes this.
  14. Jan 10, 2015
  15. Balthazar

    Balthazar The Governor

    Occupation:
    Leader
    Location:
    Woodbury
    I think I'll go through the rep (who's always been helpful to me). Still, that pisses me off.
     
  16. Jan 10, 2015
  17. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    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

    Should Auto-Exclusion really require a phone call?: s5.JPG,Jan 10, 2015
     
  18. Jan 11, 2015
  19. bigjohn

    bigjohn Meister Member MM PABnoaccred

    Occupation:
    Swimming Pool Serviceman
    Location:
    Northeast Coastal USA
    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.
     
    1 person likes this.
  20. Jan 11, 2015
  21. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    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.
     
    1 person likes this.
  22. Jan 11, 2015
  23. chayton

    chayton aka LooHoo CAG PABnonaccred webmeister

    Occupation:
    Freelance Designer
    Location:
    Edmonton Canada
    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.
     
    1 person likes this.
  24. Jan 11, 2015
  25. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    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,
     
    1 person likes this.
  26. Jan 11, 2015
  27. bigjohn

    bigjohn Meister Member MM PABnoaccred

    Occupation:
    Swimming Pool Serviceman
    Location:
    Northeast Coastal USA
    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.

    Should Auto-Exclusion really require a phone call?: vl1.jpg,Jan 11, 2015 Should Auto-Exclusion really require a phone call?: vl2.jpg,Jan 11, 2015
     
    1 person likes this.
  28. Jan 11, 2015
  29. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    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
     
  30. Jan 11, 2015
  31. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    You can play at Virgin in the US? I play there too, crap promotions and rarely a bonus, but quick-paying.
     
  32. Jan 11, 2015
  33. bigjohn

    bigjohn Meister Member MM PABnoaccred

    Occupation:
    Swimming Pool Serviceman
    Location:
    Northeast Coastal USA
    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.

    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:thumbsup:. This is weekends, nights, holidays, anytime.
     
  34. Jan 12, 2015
  35. quber

    quber Senior Member

    Occupation:
    spy
    Location:
    Europe
    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.
     
    1 person likes this.
  36. Jan 12, 2015
  37. fortunelounge

    fortunelounge I-Gaming Industry Representative

    Occupation:
    Operations Manager
    Location:
    South Africa
    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
     
    5 people like this.
  38. Jan 12, 2015
  39. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    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

     
    1 person likes this.

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