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Strange reply from CasinoCruise re: Account Closure

Discussion in 'Online Casinos' started by trancemonkey, Feb 20, 2017.

    Feb 20, 2017
  1. trancemonkey

    trancemonkey Meister Member

    Occupation:
    Games Producer
    Location:
    United Kingdom
    So, i've been getting text messages and emails from CasinoCruise even though i have neither option checked in my account settings (i haven't used the account in a long time)...
    Today i decided enough was enough after getting another two messages, so i email support to close the account. The reply was fine - apart from one line, shown below in bold:


    Vip Team to me
    15:27
    Dear Dave,

    Thanks for your email.
    You are a VIP-player here and it is important that we always have a personal contact.
    I understand that you want to close your account and I want to inform you that it is now on withdraw only.
    This means that you can not play or deposit to your account, only place withdrawals.

    We work under a license and to close an account is a serious matter.
    If you wish to only take a break from playing in our site like you write in your email we have different limits and cool off options as well.

    Please get back to me with a reply regarding how to move forward with your account as soon as possible.

    Best Regards,
    Hanna
    VIP Account Manager
    Casino Cruise
    This email is not visible to you.


    Why exactly would they say that? Why is it a serious matter and why would it effect their licence. If i want to self-exclude, close my account, or whatever, that's up to me. Responsible gaming should be encouraged by the licencor....

    I've replied asking her to clarify exactly what she means...
     
  2. Feb 20, 2017
  3. RichyJ75

    RichyJ75 Silly Member PABnonaccred

    Occupation:
    Dogsbody and personal servant to my kids
    Location:
    United Kingdom
    I presume it means that you will be excluded from all sister casinos who share the same licence number.
     
  4. Feb 20, 2017
  5. lockinlove

    lockinlove Staring into the sun PABaccred

    Occupation:
    I work :D
    Location:
    Canada
    Yes pretty much this. They are trying to be dramatic. DONT CLOSE YOUR ACCOUNT HERP DERP or else the world shall crumble :D
     
  6. Feb 20, 2017
  7. RichyJ75

    RichyJ75 Silly Member PABnonaccred

    Occupation:
    Dogsbody and personal servant to my kids
    Location:
    United Kingdom
    It does get blown out of proportion when wanting to close an account. Why do they always think it is the punter who has serious gambling issues and needs to close the account? It could be that the client simply thinks the casino is awful and to save any future mistake in logging on and depositing, he/she simply wants the account closed and to stop any spam/contact?!!?!?
     
  8. Feb 20, 2017
  9. Deeplay

    Deeplay New World Order CAG mm1 webmeister

    Occupation:
    Works For Self
    Location:
    The biG Eu
    This problem would not occur if everyone followed the line of sites like video slots/ royal panda to name but a few who have all the RG options you need from within your account.
    DL, TAB, SE, and so on. With no need to contact customer support. And while I dont see much wrong with the response casino cruise have given they should not need to be emailed on this.

    It should be a standard "In site" set of features. This is the one major failing of sites like Casumo and 32red who force a player to email in. Granted Casumo action what ever RG settings you request
    without question and usually very fast (instant in live chat) but still it should be something the player can do at the click of a mouse or key pad.
     
  10. Feb 20, 2017
  11. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    Sounds to me like the casino has account closure and self-exclusion confused.

    Players are supposed to understand the difference, and the implications of Self-exclusion. Casinos certainly should.

    This can and does become a serious issue for players that merely wanted to close an account, due to reasons other than gambling addiction, when future play (or more importantly, cashout) at a casino sharing the same licence voids winnings.
     
  12. Feb 20, 2017
  13. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    Don't know if CC has a UKGC license, i suppose yes.

    The UK regulation says very clearly that the casino should make the player confirm that he wants to self-exclude either by an additional step online, e.g. "Do you really like to SE? You will not be able to re-open your account ...etc.etc. If Yes, click confirm. If No, click cancel." ..... or by other communication, which in this case CC did via email.

    From seeing that they are in full compliance with the UKGC LCCP.

    The UKGC argues in this case that a player should be fully aware of what a SE is and what the consequences are. At the same time they state that the casino operator should (not to be confused with "must") guide the problem gambler to organizations, websites etc where he can find help. They have to have at least one link on the website.
     
  14. Feb 20, 2017
  15. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    But he never did Self exclude. He just asked to have his account closed.
     
  16. Feb 20, 2017
  17. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    Ooops, my bad Sara, misread that.... maybe the casino is thinking account closure = SE.

    Not defending CC, they are as bad as a casino can get.

    The UKGC actually updated their LCCP and made it a little firmer, this is an excerpt from their latest edition:

    Strange reply from CasinoCruise re: Account Closure: Capture 861.jpg,Feb 20, 2017
     
  18. Feb 20, 2017
  19. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    That would create even more problems if they start to claim that it's the same thing.

    What does signpost mean? Just that they link to more information or what?

    Sounds like all casinos will have to start sending out emails.
     
  20. Feb 20, 2017
  21. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    Would be indeed. It's just better to never close an account.

    Signpost = direct to

    In this case to direct him to places where he/she can find help.
     
  22. Feb 20, 2017
  23. 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
    This is a good update - now at last, the UKGC specifically states the process MUST be automated as well as via CS. Needless to say it still seems woolly as it doesn't mention TAB as well.

    The sentence refers to the 'confirm' button you must press when confirming your AUTOMATED self-exclusion. The signpost means they must provide you with the phone number/link of Gamcare and details etc.

    P.S. Reading again it still has a whacking great loophole. Casinos can offer/action that confirmation via e-mail, it doesn't say this must be a simple button on the form only - it implies so but there is nothing stopping a casino doing a 32red with the process. The UKGC really are a bunch of inept cretins. Anything to give the casinos wriggle room. Shows whose pockets they are in.
     
    Last edited: Feb 20, 2017
  24. Feb 20, 2017
  25. Deeplay

    Deeplay New World Order CAG mm1 webmeister

    Occupation:
    Works For Self
    Location:
    The biG Eu
    For the record just checked Casumo and finally they have an automated process for most RG settings :)
     

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