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Slots Magic - Self exclusion

Discussion in 'Online Casinos' started by Popstar, Oct 25, 2014.

    Oct 25, 2014
  1. Popstar

    Popstar Dormant account

    Occupation:
    TV Presenter
    Location:
    Bristol, UK
    Just a little concerned about self exclusion with Slots Magic, I self excluded for 90 days, but am now given the option to reverse this only 30 days into it. Should casinos do this?

    Please wait for a site operator to respond.
    Chat InformationYou are now chatting with 'CS'
    CS: Welcome to Live Chat. Please confirm your username so that I can assist you.
    ME: XXX
    CS: thank you
    CS: One moment please while I have a look at your account.
    CS: thank you for your patience
    CS: you can not deposit because on the 25/09/2014 you self excluded for a period of 90 days
    CS: do you want to have your account re-opened ?
    ME: I do
    CS: ok then
    CS: I will send you an email in a couple of minutes
    CS and you will have there the instructions
    ME: Okay!
    CS: ok ?
    CS: thank you !
    CS: the email has been sent to you now
    CS: so we will be waiting for your reply
    CS: have a good day
    CS: bye bye
    Chat InformationChat session has been terminated by the site operator.

    I then recieved an email saying if I responded to it my self exclusion would be removed in 7 days.

    Somehow, this just doesn't seem right
     
  2. Oct 25, 2014
  3. 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

    No they shouldn't do this, and would never have done if they were still the accredited JPP. 90 days is 90 days and under no circumstances should the a/c be reopened at either their or your instigation. Both parties could potentially suffer, you by losing and them by potentially facing action from the licensing authority should you then complain you were allowed to play within your SE period.
    You need to make one thing clear here - you went on chat apparently asking why you couldn't deposit. Why was this when you knew you were SE'd?? This suggests you are a problem gambler to be honest.
    I would also seriously consider NOT depositing there, as your actions have now given them an excuse for non-payment should you win. "You were a SE'd player, we shouldn't have taken your bets so we are returning your deposits and locking the account."
    Leave well alone, you will opening a can of worms and report this post you made to CM. The chat, assuming authenticity, is NOT how any casino's RG operations should work.:mad:
     
    10 people like this.
  4. Oct 25, 2014
  5. paul7388

    paul7388 Meister Member MM

    Occupation:
    not a lot
    Location:
    glasgow scotland
    Maybe it was a mistake by the chat agent or maybe the self exclusion will not be lifted once they have checked out your reply to the email.

    Guess it all comes down to what exactly were the reasons behind your asking for exclusion in first place as to whether they will lift the exclusion as their terms say if you have a temporary exclusion you can ask for it to be removed at a later day.

    "If you believe you have a gambling problem or just wish to take a break from gaming, we can give you the power to temporarily or permanently exclude yourself from playing at slotsmagic.com. If you choose to exclude yourself permanently, you will be barred from playing on the slotsmagic.com website permanently. If you opt for a temporary exclusion, you may apply for reinstatement at a later date"

    Anyway without knowing all the details and knowing that not all live chat agents understand all the casino rules I can not comment on whether they are in the wrong or not . But I do wonder why knowing you are self excluded you get the agent to have the exclusion lifted then come on here to complain how the casino should not be doing it.
     
    1 person likes this.
  6. Oct 25, 2014
  7. Popstar

    Popstar Dormant account

    Occupation:
    TV Presenter
    Location:
    Bristol, UK
    I've self excluded from a few sites recently, normally after large losing streaks. Normally, when you self exclude, you are blocked from logging in.
    This is the reason I went into chat, as logged in okay and then when clicking through to deposit was told that I couldn't deposit with "this method"

    Me, I know I don't deposit more then I can afford, but I was worried about how easy it was to actually un-self exclude, its something I have come across nowhere else!


    *edited to add*
    I have not responded to the email I received from the casino, I just believe self exclusion should have no break clauses
     
    Last edited: Oct 25, 2014
    1 person likes this.
  8. Oct 25, 2014
  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
    You need to interpret here what 'temporary' exclusion means. It means the period the player selected, which is anything other than 'permanent' i.e. he selected 7/14/30/90 days or 6 /12 months as opposed to permanent. Under no circumstances can the account be played at until those timeframes have expired. I don't accept that CS made an error either - ask any rep on here of the golden rule they must follow and are trained to follow. Virgin games for example even add this to their RG section "CS cannot reopen any account during your SE period."
    All the SlotsMagic terms are referring to is the fact that when your chosen SE period has expired, you can apply to reopen it. Some sites will reopen it automatically and e-mail you, some like 32red (and SM it would appear) need an e-mail request whereby you give a declaration that you are not a problem gambler and then they will consider reopening it, usually with a deposit limit.
    The CS agent was actually aware of the 90-day exclusion as she mentioned it in the chat, so has directly breached the rules and integrity of the SE facility.

    P.S. SM do exactly what the old JPP did - they allow an excluded player to log in, update details or withdraw any left-over funds etc. but NOT to deposit or play. Perhaps the OP was confused by this (it is unusual but not unique) and thought because he could log-in he wasn't excluded. He then tried to deposit and then became aware he was still SE'd and tried to clarify with the CS agent. I reckon as soon as he found he could log-in he got the anticipation of a good gamble and was disappointed when he couldn't deposit. I think it's a good job, too!
     
    Last edited: Oct 25, 2014
    1 person likes this.
  10. Oct 26, 2014
  11. Dagobert

    Dagobert Senior Member PABnononaccred PABnonaccred

    Occupation:
    It
    Location:
    Norway
    Even worse

    I can tell you one that tops this...

    Queen Vegas (sister casino) called me on my cell phone this Thursday asking if I would like my
    permanently self excluded account opened.

    I said yes and sent the mail. He promised on the phone that there would be a 7 day
    "rethink the decision period" where I wouldn't be able to deposit.

    Well it was opened for deposits the same night!!

    I sent this to the LGA of course!

    The CS agent never asked me the reason for the self exclusion either.


    Something is really wrong with the skillonnet practices!
     
    5 people like this.
  12. Oct 26, 2014
  13. 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

    Well this is bloody shocking. If we add your story to the OP's it appears there is a concerted effort to get deposits at all costs and somebody has recognized problem gamblers (who tend not to withdraw often) are a good source of revenue. I know just two stories aren't conclusive proof, but 2 instances of CS agents breaching the ethos and rules of RG in a few days indicates a blatant disregard for any LGA rules they operate under, if any.:(
     
    3 people like this.
  14. Oct 26, 2014
  15. vorcirion

    vorcirion Experienced Member

    Occupation:
    pokerplayer
    Location:
    Tampere
    Yeah I had a bit similar experience. Well they didn't come and ask if I wanted my account to be reopened. But when I went to them and asked if I can get my account opened again...it would've been possible after that 7 days waiting period. But I didn't in the end since can't get those deposit bonuses with neteller. I had closed my account there permanently but guess for skillonnet word "permanent" means something else.
     
  16. Oct 26, 2014
  17. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    I'm still in Barcelona, and if I have a chance, I'll ask the CEO about this (if he's still here). Just to be clear, there is a big difference between someone self excluding from a casino and someone who admits having a gambling problem. The terms are not mutually inclusive.
     
    3 people like this.
  18. Oct 26, 2014
  19. 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
    Maybe, but to be on the safe side all casinos I have played at do treat SE (and even 'take a break') as irreversible. Indeed, that information comes up as you click the final button. I have never known one to allow you play before the break or SE period has expired.
    I know this because in my earlier less-knowledgeable days I used to use the SE periods myself, usually after big wins ironically. I had a belief that as I'd done well it was inevitable I'd embark on a losing streak if I continued so I'd 'shut the door'. From the casinos perspective firstly I had won, and secondly had the discipline to withdraw and take the profits so clearly wasn't a 'problem' player but nevertheless I was shut out without any chance of playing until the SE period had expired.
    Let's just say that SM at the moment even if not breaking any rules under the definitions you've described above, are apparently behaving in an extremely unethical way.
     
    1 person likes this.
  20. Oct 26, 2014
  21. Dagobert

    Dagobert Senior Member PABnononaccred PABnonaccred

    Occupation:
    It
    Location:
    Norway
    Clear violation!

    To call and ask a customer to please reopen an account that a customer has permanently closed is wrong. Gambling problems or not.

    However to not respect the 7 days "rethink decision" period is not just wrong, but a serious breach of LGA regulation laws.

    I understand that you as the leader of this forum need to be objective in all cases until facts are gathered, but I don't necessarily agree
    with you that there is an opening for contacting players that have permanently excluded themselves even if they don't have a gambling problem.

    -D-
     
    2 people like this.
  22. Oct 26, 2014
  23. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    Please also note that it was not long ago there was some threads about accounts not being excluded when asked, CS had excuse to say customers will have to send emails ect for accounts to be closed,
     
  24. Oct 26, 2014
  25. vorcirion

    vorcirion Experienced Member

    Occupation:
    pokerplayer
    Location:
    Tampere
    Playmillion is Slots Magic's sister casino right? Just want to be sure that I'm not accusing the wrong people here.
     
  26. Oct 26, 2014
  27. Dagobert

    Dagobert Senior Member PABnononaccred PABnonaccred

    Occupation:
    It
    Location:
    Norway
    That is correct! MegaCasio, LunaCasino, Simbagames, slotsmagic, playmillion, queenvegas etc
     
  28. Oct 26, 2014
  29. vorcirion

    vorcirion Experienced Member

    Occupation:
    pokerplayer
    Location:
    Tampere
    well then I can post this e-mail that I got from playmillion support:

    "Thank you very much for contacting us.
    Please be advised, that your account is currently closed, and you may not participate in any promotions unless your account is opened.
    I can see that you requested to close another account on our network for personal reasons. We take these situations very seriously, therefore, we are contacting you to clarify your request.
    Before we can consider to reopen your account, you must it request in an email, and we need to verify that the reasons that led you to close your account have now been resolved.
    Can you please let us know what has changed since you requested to close your account due to gambling related issues and why you wish to reopen it?

    Your account can only be reopened after a 7 day period from the day of your request. We advise you to contact us 7 days after you first request to reopen, if you still wish to reopen your account, along with confirmation that any gambling related issues you had in the past have now been resolved.

    I’m waiting to review your reply.

    Kind regards,

    George

    PlayMillion Customer Support
    You must register/login in order to see the link.
    Tel no:+1 647 724 4691"

    sometimes I just get mad at myself if I play my winnings back and then I close the casino account either permanently (by saying that I have a gambling problem or something) or I get that self-exclusion period. I don't gamble with money that I can't afford to lose but I do like to extend the session sometimes too much if I'm winning, but they don't know of course if I really have that gambling problem or not...so they really should've kept my account closed instead of giving this 7-day thinking period.
     
    1 person likes this.
  30. Oct 26, 2014
  31. Popstar

    Popstar Dormant account

    Occupation:
    TV Presenter
    Location:
    Bristol, UK
    The above email goes to show that it isn't just the one CS operator going wayward, as I recieved the same email word for word apart from the reason and to confirm my "issue" had been resolved.
     
  32. Oct 26, 2014
  33. 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
    Well this goes along with what Bryan stated earlier. They are (IMO craftily) trying to recruit more players/income from accounts hitherto closed, for whatever reason they were closed for. I have not heard of any casino running an orchestrated campaign to do so, especially one which was once accredited in previous ownership.
    Sorry, but this raises serious questions about the ethics of the new owners and as far as I'm concerned should mean they don't ever become accredited again should they wish to do so. They are clearly willing to take back players within a period those players have excluded for. :mad:
     
  34. Oct 26, 2014
  35. Dagobert

    Dagobert Senior Member PABnononaccred PABnonaccred

    Occupation:
    It
    Location:
    Norway
    Update

    They now claim that my account was not permanently self excluded.

    They claim that I had self excluded for only 30 days and that the period was over.

    So when I ask:

    Why did a rep call me and ask me to reopen my closed account?
    Why did I have to send an email to confirm? (which I got an answer: your account is now open)
    Why was I informed that there would be a 7 day "rethink" period?

    Their answer:

    The customer support agent didn't know your account was open as you had not logged in since your previous self exclusion!

    Well:
    I excluded myself permanently from this site. I never asked for 30 days.

    They also defend strong heartedly calling customers with closed accounts and asking them to reopen.
    This is fair in their mind.
     
  36. Oct 26, 2014
  37. 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
    Well, it's clear some highly questionable activities are occurring at SM. Now we've put them on here, let's see what Bryan can come back with if he manages to speak to their rep in Barca or by e-mail later.
     
  38. Nov 4, 2014
  39. Krystal_EGO

    Krystal_EGO Official Rep: SlotsMagic, PlayOJO and DrueckGlueck

    Occupation:
    Affiliate Manager -EGO ( EGamingOnline)
    Location:
    Cyprus
    Hi

    We have looked into the accusation that you were wrongly treated and I would like to straighten up a few things in regards to what happened the day you contacted our support team:

    1. You excluded your account on September 25th until December 24th (30 days , not 90 and it's not a permanent exclusion).
    2. Our records show the reason you excluded yourself was because we don't offer enough bonuses.
    3. On October 25th you tried to fund your account twice and both of the transactions were declined due to the limitations which were enforced and honored on your account as per to your request.
    4. You then proactively contacted our support department and were told why the transactions were declined.
    5. The agent then asked you if you would like to reactivate the account since you were trying to fund and play with your account.
    6. Our support team have sent you a fully detailed email (see below) requesting your confirmation if you still wished to reactivate your account.
    7. We would like to emphasize that we acted in full compliance with the LGA Responsible Gaming policy.

    To sum it up, no one proactively contacted you to encourage you to reactivate your account despite the things you have mentioned in your post.
    Our agents worked in accordance with our Responsible Gaming procedures and as a proof of that your account remained closed despite your attempts to deposit funds.

    Krystal



    This was the email sent to you by our Support


    Dear XXX (XXX),

    Thank you very much for contacting us.

    On checking your account I can see that on 25/09/2014 you requested to close your account for the reason that we do not offer enough bonuses. The opinion of our players is really important for us, therefore, we are contacting you to clarify your request.

    Before we can consider to reopen your account, as requested today 25/10/2014 , we need to verify that the reasons that led you to close your account have now been resolved.

    Can you please let us know what has changed since you requested to close your account and why you wish to reopen it?

    Your account will only be reopened after a 7 day period from the day of your request which us today the 25th of October. We advise you to contact us after 7 days if you still wish to reopen your account, along with confirmation that the issue you encountered in the past have now been resolved.

    We will be awaiting your reply.



     
    1 person likes this.

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