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Spin Casino account closure requested - Get offered a bonus!

Discussion in 'Online Casinos' started by Captain Chaos, Dec 28, 2014.

    Dec 28, 2014
  1. Captain Chaos

    Captain Chaos Senior Member webby

    Occupation:
    Train Guard
    Location:
    United Kingdom
    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:

    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!
     
  2. Dec 28, 2014
  3. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    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,
     
  4. Dec 28, 2014
  5. 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
    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....
     
    2 people like this.
  6. Dec 28, 2014
  7. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    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
     
    1 person likes this.
  8. Dec 28, 2014
  9. Nicola

    Nicola Casino Affiliate MM mm1 webmeister

    Occupation:
    Web Developer
    Location:
    Green Park, London
    32Red used to do this on account closure, but I gave Steve Finnan a kick and they changed their policy :p

    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.
     
    3 people like this.
  10. Dec 28, 2014
  11. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    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:eek2:, 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:rolleyes:

    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".
     
    1 person likes this.
  12. Dec 28, 2014
  13. Mark_32Red

    Mark_32Red Affiliate Manager for Accredited Casinos

    Occupation:
    Head of Marketing
    Location:
    32Red Marketing Dpt
    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
     
    14 people like this.
  14. Dec 28, 2014
  15. fun4all

    fun4all Senior Member

    Occupation:
    .
    Location:
    .
    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.
     
    2 people like this.
  16. Dec 28, 2014
  17. 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
    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':)
     
    2 people like this.
  18. Dec 28, 2014
  19. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    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.
     
    2 people like this.
  20. Dec 28, 2014
  21. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    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,
     
    1 person likes this.
  22. Dec 28, 2014
  23. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    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?
     
    1 person likes this.
  24. Dec 28, 2014
  25. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    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.
     
  26. Dec 28, 2014
  27. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    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
     
  28. Dec 28, 2014
  29. 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 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.:)
     
  30. Dec 28, 2014
  31. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    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.
     
    1 person likes this.
  32. Dec 28, 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
    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...;);)
     
    1 person likes this.
  34. Dec 28, 2014
  35. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    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 :)
     
  36. Dec 28, 2014
  37. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    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'' :rolleyes:

    You don't want to be treated that way either dunover :)
     
  38. Dec 28, 2014
  39. Nate

    Nate Ueber Meister CAG webmeister

    Occupation:
    Monster
    Location:
    Cyberspace
    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
     
    4 people like this.

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