Spin Casino account closure requested - Get offered a bonus!

[Captain Chaos]

As per the title thread, I requested my account be closed with Spin Casino. My account having been migrated from Gaming Club following the UK changes. My reasons being thus:

1. The weekly text messages reminding me about Free spins and bonuses was irritating (yes, I know, just unsubscribe, but that's not the point. I had migrated over but not even deposited, I don't even recall being asked if it was ok)?

2. I didn't like the new Terms

3. The withdrawal limits put me off of playing there

Well, I finally got round to requesting an account closure. A simple enough process, yes? Request it, probably get asked for your account information, etc, etc. All sorted! Well, not quite. Whilst they agreed to close the account, I was also offered a bonus. Here is the e-mail itself:

Hi xxxxxxxxx,



Your account: xxxxxxxxxxxxxx.



Thank you for contacting Spin Casino



We have received your request to have your account closed however we will require additional information before we can action this for you.



We would value your input regarding this, and may even be able to offer additional assistance regarding the closure of your account if you can supply us with a reason of closure.



Should you feel that you are spending too much we have the Responsible Gaming Limits: Such limits may be set at any time by you on your account, on a daily, weekly and/or monthly basis, or a combination of these limits that suit you. This option allows to still enjoy gaming without overspending!



We would also like to offer a 100% match up to £150.00 promotion on your next deposit of £20.00 or more. Valid for 48 hours. Please contact us once this deposit is made for us to manually add the bonus for you.



Your understanding and co-operation in helping us assist you are greatly appreciated. We look forward to hearing from you shortly.



Should you require any further assistance feel free to contact our friendly help desk. We are available 24 hours a day, 7 days a week for your convenience.



Kind Regards,



Bonnie



Spin Casino Customer Support

Surely this cannot be right? This is a Casino which has been given one of the brand new, shiny UK licences. Now, surely the fact I have requested my account to be closed should make my reason for closing it obvious, I don't want to play there. But why offer me the bonus in the first place? I could have a serious gambling problem. How does offering me a bonus assist me? Given the fact I have received this e-mail, it more or less justifies my desire to close the account. How can this be in line with Responsible Gaming policy? If someone requests an account closure, it's usually for a good reason. Asking them to then deposit more money is, to me, the complete opposite of being responsible. It has nothing to do with looking after the player and everything to do with the Casino.

Very disappointing and not what I would expect of a UK licensed operation.

End of rant!

 

[spintee]

Not very good at all & clearly in breach of violations?

There of my list, I must of had a few accounts go to them but except for the 1st few weeks I can honestly say I have have not heard a squick of them Not bothered logging in or sending messages to them,

Now you will get a rep on here or threw emailing stating the obvious, We sorry it was not intended to be sent or the normal bull crap you hear, Most probably a new employing That should not of sent that and your account is now closed,

 

[dunover]

Sad to say, but at many sites closure requests are immediately telling them you may be a problem gamer. These can be lucrative as they deposit without discipline and usually play-till-bust and reverse withdrawals. They will offer incentives to gamble recklessly at their site rather than at another which they know you will do anyway if you have a problem. If this seems rather cynical of me ask yourself why they don't have a no-questions-asked closure or permanent exclusion button....

 

[spintee]

Also if they had the cheek to offer you 100% I surprised they did not offer you a free chip, & if lost hoping you put more in and if you won from it than would of been sorry but you ask for account to be closed,

I bet thats been done before now, Players cannot seem to win either way

 

[Nicola]

32Red used to do this on account closure, but I gave Steve Finnan a kick and they changed their policy

I would still prefer to see the web site option of 'Self Exclusion' added to ALL licenced casinos so players can immediately exclude rather than e-mail which gives them further time to deposit etc. This is one significant downfall to MicroGaming casinos, especially when forced to use the Viper download client.

 

[vinylweatherman]

It seems my suspicion of them REQUIRING a mobile number with no choice even to substitute a landline was well founded, it is being MISUSED to bombard players with text advertising, rather than being used for "security purposes".

I dropped in an old PAYG SIM from Orange now in a spare phone, a SIM that is about to expire now that I have a later phone and new PAYG SIM. However, I received not a single text, nor a single bonus as promised after my initial deposit, nor even a single reply to my email to CS about it.

I doubled my deposit, withdrew, got paid automatically, and just didn't play again.

What I find truly shocking is that this is BETWAY, not some clip joint. Betway went downhill after all the messing about with ownership changes, first becoming part of Palace Group, yet visibly still as it was, and then being split off to become independent once more, seemingly with no support staff going along with them

This might be WHY a number of their migrated players are ignoring them, even requesting account closures, despite them being rather desperate by bombarding players with weekly text messages. I also bet they lost a few players during the migration process, those who decided "no way are they getting my mobile number".

 

[Mark_32Red (retired acct)]

Hi Guys,

Please don't shoot me down for saying this, but I personally don't see a problem with this. I understand from the OP's post that there wasn't a mention of a gambling problem, the reasons were provided? Why wouldn't the casino try and retain the custom by offering a bonus?

Apologies if I have missed something, but isn't this just the same as when you try and end a phone contract and they offer you an upgrade?

Steps back and hopes this is a 'rep friendly' thread.

Mark

 

[fun4all]

Many companies try and provide an incentive for a customer to stay if they want to leave for a legitimate reason. I know SKY TV and my old mobile phone provider have both done this to me when I have phoned to cancel some services. I think its fine for an online casino to do this as well, provided the customer does not cite a gambling problem as the reason for leaving. Infact it shows that they care their players are getting a good service imo.

 

[dunover]

With all due respect Mark and Co. I'm with the rest on this. Comparing a 'fixed price' few quid a month mobile/Sky contract is not the same as a casino account which has the potential to divest the customer of large and unaffordable amounts of cash. As for 32red, I'm pretty sure their download DID once have a button in either the banking or account page that allowed an automatic limit setting, as opposed to e-mailing which as Nicola said is now the way they do it. I am not commenting on 32red per se, just sites in general. It is the norm now to be able to self-control either limits or membership via the RG section, and I predict this will eventually be added to the list of UKGC requirements.
Good customer service or not, to offer incentives to stay i.e. free chips or a good bonus has 2 issues for me:

1. A player (whether he/she has admitted it to you or not) may have a problem and has made a decision to remove access to online gaming, only to have doubt brought to them by offers of a bonus/chip which will weaken their resolve and tempt them back.

2. Doing this is open to abuse. It will encourage players to request a/c closure all the while hoping they'll be offered a 'bung'.

Just sayin'

 

[Tirilej]

I see no problem with the email at all.

If I ask to get my account closed then I expect them to ask questions. Why not? They need to know.

Do I have a problem?
Have I been getting bad service?
Is there a permanent closure or will I come back?

They can't know if they don't ask, and I get a chance to speak my mind.

If someone are saying they have a problem when they ask to get the account closed then I doubt they will send an offer. If they do then they have crossed the line, not otherwise.

 

[spintee]

Hi Guys,

Please don't shoot me down for saying this, but I personally don't see a problem with this. I understand from the OP's post that there wasn't a mention of a gambling problem, the reasons were provided? Why wouldn't the casino try and retain the custom by offering a bonus?

Apologies if I have missed something, but isn't this just the same as when you try and end a phone contract and they offer you an upgrade?

Steps back and hopes this is a 'rep friendly' thread.

Mark

People see it different ways, Yourself probably looks at the marketing different to us players,

If I want my account closed than close it, I shouldn't need to ask twice, Its abit different than a mobile phone contact your probably been on for a year or two or internet, Where it cost you £30 a month and getting an offer to stay with a discount,

If somebody asked for account to be closed there is a reason behind it, Let it be Pissed of as not winning, skint, gambling problems, No matter what it is than it should not be the casino to second guess the player and offer an incentive,

This is my option but I guess there is many other fews out there,

Edit:: After rereading again I agree somewhat there Mark, If somebody said my lucks out Im moving to try my luck else where than fair enough to make an offer, But as I said it should not be up to the casino to 2nd guess players if no reason given, People may be ashamed and not what to tell the whole truth,

 

[spintee]

I see no problem with the email at all.

If I ask to get my account closed then I expect them to ask questions. Why not? They need to know.

Do I have a problem?
Have I been getting bad service?
Is there a permanent closure or will I come back?

They can't know if they don't ask, and I get a chance to speak my mind.

If someone are saying they have a problem when they ask to get the account closed then I doubt they will send an offer. If they do then they have crossed the line, not otherwise.

I have to disagree, It should be none of there business why you want account closed, If there that bothered about cs or have a problem than why not send an auto email out each week and ask players if there satisfied, Why only when they want to leave?

 

[Tirilej]

I have to disagree, It should be none of there business why you want account closed, If there that bothered about cs or have a problem than why not send an auto email out each week and ask players if there satisfied, Why only when they want to leave?

It is their problem.

If they don't get the reason in written, then people can come later saying they had a gambling problem and now they were allowed to open the account and play anyway.
It can be costly for the casino so that's the right thing to do.
They should always ask.

Some have different choices where you can close it yourself, but the reason with a customer having a problem is in there too to choose, or should be at least.

 

[spintee]

It is their problem.

If they don't get the reason in written, then people can come later saying they had a gambling problem and now they were allowed to open the account and play anyway.
It can be costly for the casino so that's the right thing to do.
They should always ask.

Some have different choices where you can close it yourself, but the reason with a customer having a problem is in there too to choose, or should be at least.

That is a fair shout, But I see that if you want account closed than close it, It is than up to the casino if they want to open an account back up, There call, Maybe sign a form stating that they have no problems with gambling, It will take a casino a click of a button to email you a declaration, Print, sign & scan back, Thats them out the clear,

I do not make the rules up but unfortunately there's all these s new rules in place now,

Happy Spinning

 

[dunover]

I see no problem with the email at all.

If I ask to get my account closed then I expect them to ask questions. Why not? They need to know.

Do I have a problem?
Have I been getting bad service?
Is there a permanent closure or will I come back?

They can't know if they don't ask, and I get a chance to speak my mind.

If someone are saying they have a problem when they ask to get the account closed then I doubt they will send an offer. If they do then they have crossed the line, not otherwise.

You could decide that yourself and they won't need to ask that question. Close for 3/6 months and not permanently then you'll likely be coming back. If you've complained about bad service then they will have e-mail logs or CS chat records. Again an unnecessary question.
Perhaps you prefer entering into a dialogue with the casino - many just prefer a quick, easy and painless way of closing.

 

[Tirilej]

You could decide that yourself and they won't need to ask that question. Close for 3/6 months and not permanently then you'll likely be coming back. If you've complained about bad service then they will have e-mail logs or CS chat records. Again an unnecessary question.
Perhaps you prefer entering into a dialogue with the casino - many just prefer a quick, easy and painless way of closing.

Sure, but they are a business, and they want to know why you're leaving.

We always only talks about our rights, or what they should and shouldn't do.
Shouldn't they at least have the right to ask without us getting upset?

As I said, some have the possibility to let you make choices for yourself. Some don't.

I never forget when I closed my account at Casumo, and for that reason only, I will never play there again.
I went to live chat and asked them to close my account. The girl said Ok, and then ended chat.

 

[dunover]

Sure, but they are a business, and they want to know why you're leaving.

We always only talks about our rights, or what they should and shouldn't do.
Shouldn't they at least have the right to ask without us getting upset?

As I said, some have the possibility to let you make choices for yourself. Some don't.

I never forget when I closed my account at Casumo, and for that reason only, I will never play there again.
I went to live chat and asked them to close my account. The girl said Ok, and then ended chat.

Great! That's quick efficient service and she did what you asked without fuss. Unless of course you were secretly hoping she'd ask why and then offer you something...

 

[spintee]

Sure, but they are a business, and they want to know why you're leaving.

We always only talks about our rights, or what they should and shouldn't do.
Shouldn't they at least have the right to ask without us getting upset?

As I said, some have the possibility to let you make choices for yourself. Some don't.

I never forget when I closed my account at Casumo, and for that reason only, I will never play there again.
I went to live chat and asked them to close my account. The girl said Ok, and then ended chat.

Thats how it should be, Admittedly it was abit blunt, But no point beating round the bush, You either want to close it or you do not,

Just goes to show how alot of cs are, There could of been have a nice day in there

 

[Tirilej]

Great! That's quick efficient service and she did what you asked without fuss. Unless of course you were secretly hoping she'd ask why and then offer you something...

Absolutely not, but I want competent and caring support or the place is a mess probably.
That wasn't service at all. It was a ''we don't care and if you don't want to be here then that's fine cause we don't want you either''

You don't want to be treated that way either dunover

 

[Nate]

Since a gambling problem was not cited in this instance, I agree - There is nothing wrong with the way they handled it.

I tend to get pissed off when Loyalty is not recognized. Most places are rather arrogant when players request closure and as a result, we sometimes complain that they don't care.

Retention is important, I would also like to see if a casino tries to retain my business, if they reply and say 'Account Closed' then I take offence to their lack of investigation into the matter.

I suppose, you could view it in a different light like others do too...

Nate

 

[chayton]

If I want my account closed than close it, I shouldn't need to ask twice,

If you send a message saying "Please close account #-----" that could mean 1. I have a gambling problem or 2. I'm mad because I'm on a losing streak or 3. I'm mad because I was denied a bonus or 4. I'm trying to save money for something else so I don't want to play for a couple of months or 5. I don't like anything about this casino and won't ever play here again - or even 6. I'm making a statement or 7. I'm just threatening to close my account so you'll give me something.

If they don't ask, they won't know. If you're unhappy with something then they might want to make you happy, and if you've got a gambling problem they can designate permanent closure instead of just a limited time.

Personally I think it's good that they ask, that way not everyone who closes their account is lumped into the same sore-loser/gambling problem/attention seeker category.

 

[spintee]

If you send a message saying "Please close account #-----" that could mean 1. I have a gambling problem or 2. I'm mad because I'm on a losing streak or 3. I'm mad because I was denied a bonus or 4. I'm trying to save money for something else so I don't want to play for a couple of months or 5. I don't like anything about this casino and won't ever play here again - or even 6. I'm making a statement or 7. I'm just threatening to close my account so you'll give me something.

If they don't ask, they won't know. If you're unhappy with something then they might want to make you happy, and if you've got a gambling problem they can designate permanent closure instead of just a limited time.

Personally I think it's good that they ask, that way not everyone who closes their account is lumped into the same sore-loser/gambling problem/attention seeker category.

Please do not get me wrong, I can see exactly the reasons why they might ask why,

But as I said thats up to the account holder, There should be no reason why who ever wanted there account to be closed to say can I have my account closed due to losing streaks, or Ive bumped into a few problems can you put on hold for 30 days, But if ask to close account and no reason why from the player than it should be shut no Qs ask,

If some person came up to you and said you better move away before I shoot you, Than I do not think you going to be asking Qs why he wants to shoot you, No I be burning rubber

 

[Captain Chaos]

I think the crux of my point really is this:

They don't know what the problem is or why I wanted to close my account. Which is totally fine. I know my reasons and as it says in the e-mail, they would like me to tell them why. Not a problem. Nor do I have an issue with the possibility of deposit limits or cooling off periods. Could very well be suitable for my situation, who knows? But my issue is offering the bonus without first ascertaining my reason for enquiry. Surely it is better to find out from the player the exact reasons for making such an offer? I completely understand that this is a business after all and that no business wants to lose it's customers. However, a request for a self-exclusion/account closure is part of the companies Responsible Gambling policy. What is responsible about offering a deposit bonus to a player without first finding the facts of a situation?

 

[chayton]

I think the crux of my point really is this:

They don't know what the problem is or why I wanted to close my account. Which is totally fine. I know my reasons and as it says in the e-mail, they would like me to tell them why. Not a problem. Nor do I have an issue with the possibility of deposit limits or cooling off periods. Could very well be suitable for my situation, who knows? But my issue is offering the bonus without first ascertaining my reason for enquiry. Surely it is better to find out from the player the exact reasons for making such an offer? I completely understand that this is a business after all and that no business wants to lose it's customers. However, a request for a self-exclusion/account closure is part of the companies Responsible Gambling policy. What is responsible about offering a deposit bonus to a player without first finding the facts of a situation?

I see your point. I'm not sure what procedure a casino follows when getting a request for an account closure, I wonder if they look at your account activity prior to sending out that mail...? From your first post it sounds like you'd never played using that account, and I wonder if they saw you hadn't deposited and that's why the deposit bonus was tacked on?

I'm just guessing, maybe that's a generic offer that they send to everyone.

 

[dunover]

I think the crux of my point really is this:

They don't know what the problem is or why I wanted to close my account. Which is totally fine. I know my reasons and as it says in the e-mail, they would like me to tell them why. Not a problem. Nor do I have an issue with the possibility of deposit limits or cooling off periods. Could very well be suitable for my situation, who knows? But my issue is offering the bonus without first ascertaining my reason for enquiry. Surely it is better to find out from the player the exact reasons for making such an offer? I completely understand that this is a business after all and that no business wants to lose it's customers. However, a request for a self-exclusion/account closure is part of the companies Responsible Gambling policy. What is responsible about offering a deposit bonus to a player without first finding the facts of a situation?

Well that's exactly why I got involved in the thread. The first thought of the casino was to keep their player numbers up and encourage you to keep playing there, irrespective of why in your case. Now I accept that CS are going to be encouraged to keep players onside, but if the casino had a SELF-MANAGED deposit limit and SE/break facility then the questions wouldn't need asking, CS wouldn't have to behave like that and it'd be done in a flash.

Sorry, but there is no reason ANY reputable site cannot action this facility for the player. GUTS do, Bet-at, Mr.Smith, Sky, Grosvenor, Paddy Power all the Nordic sites and to save me time let's just say (aside from 32red and the MG download casinos) almost every site in the accredited section here plus sites that aren't do too!!

If I want to close/break then I want to do so without hassle and not have to face 10-20 minutes of unnecessary live chat questions and attempted talk-arounds. Whatever you people say and however many times you tip your hats to Mark32red, remember they are one of the very few casinos that DON'T have an instant facility to do all these RG settings as Nicola also pointed out.

All I ask is that a casino respect that a player has already made a decision, made up their mind and leave it at that.

With all respect to Mark at 32red who I rate as one of the best 5 reps on CM, I think you were unwise to comment here:


"Please don't shoot me down for saying this, but I personally don't see a problem with this. I understand from the OP's post that there wasn't a mention of a gambling problem, the reasons were provided? Why wouldn't the casino try and retain the custom by offering a bonus?"

The inference of this statement is that it's good practice and CS to act in the above manner. Maybe, maybe not. But when your casino (and I know it's not you personally who augmented the recent changes many of the players here have protested against) clearly haven't listened to what players nowadays prefer when it comes to cashing-out, and in fact have actually gone against it...well.....

I know I won't get much thanks for mentioning this, but I feel it had to be said.

 

[vinylweatherman]

Hi Guys,

Please don't shoot me down for saying this, but I personally don't see a problem with this. I understand from the OP's post that there wasn't a mention of a gambling problem, the reasons were provided? Why wouldn't the casino try and retain the custom by offering a bonus?

Apologies if I have missed something, but isn't this just the same as when you try and end a phone contract and they offer you an upgrade?

Steps back and hopes this is a 'rep friendly' thread.

Mark

One problem is that not all players will admit they have a problem, so the casino should tread carefully when it comes to trying to retain the player. They might also look to their level of service to that player as it could be the result of not being properly appreciated for a while, and they shouldn't have to be put over a barrel by the customer before they decide to appreciate them better. This, as has been said, could also open the casino up to the problem of players asking for their accounts to be closed in the hope of being offered something extra to stay. If this becomes routine, then it's an accident waiting to happen as CS will fall into the trap of treating all closure requests as an attempt to "squeeze the casino's balls" a little, and a genuine problem gambler could slip through the net and be offered an incentive to play more, rather than dealt with properly. This could then result in the casino coming under fire from the regulator.

The energy regulator has already put considerable pressure on the industry to rid it of the practice of only giving the best deals to customers who are somewhat aggressive in threatening to move, or even moving regularly just to get a year or two on each supplier's "new customer deals". Now, suppliers have to actively promote their best deals to customers who are on more expensive tariffs, and they are only allowed one tariff of each kind, which is about 4 or 5 in total, not the "thousands" that there once were throughout the industry.

 

[Mark_32Red (retired acct)]

With all respect to Mark at 32red who I rate as one of the best 5 reps on CM, I think you were unwise to comment here:

Hi Dunover,

I don't agree that I was unwise, sorry. I wanted to chirp in with my (personal) opinion, isn't that what the forum is all about?

Someone suggested earlier in the thread that my role (marketing) in general may put a different slant on things, which is probably true, but I still stand by my opinion that it isn't wrong to ask why someone wants to close. And hey, provided a player hasn't suggested they may have a gambling problem (or shown that in their style of play) then why wouldn't you offer a comp of some kind?

The large majority of players who request a closure, at least the ones I see, are people who are "fed up with the games" or "this casino isn't lucky for me" or "you don't give me enough bonuses" - all of which (IMPO, not 32Red's) deserve a few spins on the House. Any hint of "I've won and I don't want to be tempted" or "I've lost too much" etc would of course be treated differently.

I recently called a competitor and asked for my casino account to be closed, they asked why and I said I was going to try my luck elsewhere. I was instantly offered a decent size comp to stay. I politely declined and continued with closure. I didn't feel upset by this offer, but again that may be because I am in the industry.

Thanks for letting me share my opinion, sorry if my "rep" status puts a different slant on it, but hopefully I have stated enough that this is MY opinion.

Mark

 

[Tirilej]

With all respect to Mark at 32red who I rate as one of the best 5 reps on CM, I think you were unwise to comment here:

We have started threads because we want the reps to be more involved, and then you say something like that.

Was that just when it comes to posting promotions or saying funny things?
Are they not humans with their own opinions, or just dolls working for a casino?

Please don't mind dunover Mark. He is not speaking for all of us, and I welcome everybodys opinions, no matter where they work

 

[dunover]

Hi Dunover,

I don't agree that I was unwise, sorry. I wanted to chirp in with my (personal) opinion, isn't that what the forum is all about?

Someone suggested earlier in the thread that my role (marketing) in general may put a different slant on things, which is probably true, but I still stand by my opinion that it isn't wrong to ask why someone wants to close. And hey, provided a player hasn't suggested they may have a gambling problem (or shown that in their style of play) then why wouldn't you offer a comp of some kind?

The large majority of players who request a closure, at least the ones I see, are people who are "fed up with the games" or "this casino isn't lucky for me" or "you don't give me enough bonuses" - all of which (IMPO, not 32Red's) deserve a few spins on the House. Any hint of "I've won and I don't want to be tempted" or "I've lost too much" etc would of course be treated differently.

I recently called a competitor and asked for my casino account to be closed, they asked why and I said I was going to try my luck elsewhere. I was instantly offered a decent size comp to stay. I politely declined and continued with closure. I didn't feel upset by this offer, but again that may be because I am in the industry.

Thanks for letting me share my opinion, sorry if my "rep" status puts a different slant on it, but hopefully I have stated enough that this is MY opinion.

Mark

Forgive me Mark, but I just found it a tad hypocritical when taken in context with recent customer-unfriendly changes made (not by you personally) at 32red. Just my opinion from a player's perspective! I still rate 32red and their sister sites as the best MG downloads and compared to some sites feel privileged to play at them, but the while accepting the reasoning of your opinion here why can't that ethos also be applied to the recent changes? Just sayin'

Of course you are welcome to your opinion and it carries far more weight than some others on here. I apologize, I should have worded that better, maybe:
'In the light of recent (unpopular) changes at a certain site I find it ironic that a comment regarding the right action toward a dissatisfied customer should be made by their rep'.......

I hope that removes any doubt about the intention of my reply to Mark and makes my position a bit clearer. Of course you are marketing rep and have knowledge of what players like regarding cash-outs and I know if it were in your powers you wouldn't have actioned these changes yourself and they come from further up. When players complain about them I know you are in a sensitive position and have to stay clear from the threads concerning them (as you indeed did). Just letting you know I understand this fact and in recognition of that and in retrospect some may have judged my reply a tad unfair too.

Now I will beat a retreat......

 

[AudiManinBoro]

A rep has a right to a personal opinion as much as any other member of the forum providing they are not giving a view or representing the casino they work for/with at that time. Marks opinion was just that. An opinion. And he has as much right as any of us, to give an opinion on a free standing discussion forum. Not everyone will agree with him, not ever one agrees with anything anyone says but reps are not just here to talk about the casinos they work with, they are people just like us with opinions just like us and as far as im concerned he and every rep like him/her are more than welcome to chime in on any issue they feel they wish to contribute towards.

 

[georgiad95]

Its just crafty tactics all companies use to coerce you into staying. Similar thing happened with my gym membership just the other week, so not even limited to the casino world. Tell them again NO really angrily and they'll get the point.

 

[vinylweatherman]

Hi Dunover,

I don't agree that I was unwise, sorry. I wanted to chirp in with my (personal) opinion, isn't that what the forum is all about?

Someone suggested earlier in the thread that my role (marketing) in general may put a different slant on things, which is probably true, but I still stand by my opinion that it isn't wrong to ask why someone wants to close. And hey, provided a player hasn't suggested they may have a gambling problem (or shown that in their style of play) then why wouldn't you offer a comp of some kind?

The large majority of players who request a closure, at least the ones I see, are people who are "fed up with the games" or "this casino isn't lucky for me" or "you don't give me enough bonuses" - all of which (IMPO, not 32Red's) deserve a few spins on the House. Any hint of "I've won and I don't want to be tempted" or "I've lost too much" etc would of course be treated differently.

I recently called a competitor and asked for my casino account to be closed, they asked why and I said I was going to try my luck elsewhere. I was instantly offered a decent size comp to stay. I politely declined and continued with closure. I didn't feel upset by this offer, but again that may be because I am in the industry.

Thanks for letting me share my opinion, sorry if my "rep" status puts a different slant on it, but hopefully I have stated enough that this is MY opinion.

Mark

This problem can arise when a casino takes a loyal customer for granted, and starts chipping away at what attracted them in the first place. Whilst some players will accept such an offer to stay, they will quickly learn that it's back to being unappreciated, and only appreciated again the next time they call to close their account. This teaches players that this is the necessary behaviour for getting a good deal, and it will breed a growing class of players who will turn the tables on the casino through using their marketing and retention policy against them by pretending to be dissatisfied enough to turn to a competitor simply as a ruse to get offered another comp, rather than because they genuinely intend to leave if their bluff is called by the casino.

Many companies use a similar tactic, and it only works because they have so many "suckers" who stay loyal without ever getting a sniff of the best deals. This is now beginning to change as we have had a number of TV shows telling us what suckers we are, and what we SHOULD be doing with our loyalty. In effect, disloyalty pays well, and a few companies are now seeing problems from having too many "smart" customers amongst the "suckers" who repeatedly try to screw the best deal, and if they can't get what they want, they will jump to a competitor for their loss making "new customer offer" with no intention of sticking around once the deal is over to allow the company to claw back what it spent on acquisition and make some actual profit from them.

It's not dissimilar to the players who ONLY cherry pick the highest percentage bonuses, rather than playing when they feel like playing irrespective of what's on offer that day.

 

[Jasminebed]

A casino should close an account when requested to do so.

The email the OP said he was required to answer their questions in order for this to happen.

I would not see a problem with an email that read alon the lines of:

As requested, we have closed your account. We strive to provide the best gaming experience, and would appreciate if you could take a moment to tell us why so we may improve. If there as been a specific problem, perhaps we can solve it.

Should you feel that you are spending too much we have the Responsible Gaming Limits: Such limits may be set at any time by you on your account, on a daily, weekly and/or monthly basis, or a combination of these limits that suit you. This option allows to still enjoy gaming without overspending.

If you would be willing to give us another chance, we would be pleased to reopen your account and offer a 100% match up to £150.00 promotion on your next deposit of £20.00 or more. Valid for 48 hours. Please contact us once this deposit is made for us to manually add the bonus for you.

We are sorry to see you leave, and please feel free to contact us to reopen your account if you change your mind. If you would like us to permanently close your account for reasons of problem gambling and/or addiction, please let us know you and we will make your account closure final. (they could add a link here)

In closing, thank you for your business.​

Closing the account should not be conditional on the customer replying

 

[Matt44UK]

Well, I also shut my account down on here a few days ago through LiveChat, got offered some sort of "bonus" instead, I asked if it came with any WR (I mean, I'm not going to turn down a free chip, am I?) they replied that it did come with a standard WR so I said no, it's ok - just terminate the acount and be done with it. Just standard industry attempts at client retention, basically.

They closed my account there and then and that was that, thankfully.