Thrills: Refusal to close account of gambling addict

JuicyFruit

Non-Gambler
Joined
Dec 23, 2010
Location
Homeward Bound
I acknowledge I now have a serious gambling problem, so I have been closing all my accounts, and all the casinos have been wonderful, giving me hints and advice on how to manage my addiction.

With the exception of Thrills.

I requested closure on January 6th, explaining the problem.

Last night I went to check the account was closed - it wasn't.

I spoke on live chat....I had to send an email.

I had done that...in fact, I had a ticketed query, which they had responded to with an answer, so I included my request to close (with the explanation as to my gambling problem) in that email, and sent it back to them, but now they are denying they received the email, or my request. WTH? They received it the first time around, but not now?

So I sent the email to them again last night.....and hey, this morning, my account is still accessible, with no acknowledgment they have even received the email.

I'm sorry, but this is totally unacceptable behaviour, particularly as they state in their T&C's they will close an account immediately they receive the request. That is BS....simply not true.

And to add insult to injury - I have just checked my email this morning, and a minute ago I receive an email from them asking if I want to close my account or not.

Truly despicable behaviour.
 

maphesto

Dormant account
Joined
Jun 5, 2009
Location
Sweden
I acknowledge I now have a serious gambling problem, so I have been closing all my accounts, and all the casinos have been wonderful, giving me hints and advice on how to manage my addiction.

With the exception of Thrills.

I requested closure on January 6th, explaining the problem.

Last night I went to check the account was closed - it wasn't.

I spoke on live chat....I had to send an email.

I had done that...in fact, I had a ticketed query, which they had responded to with an answer, so I included my request to close (with the explanation as to my gambling problem) in that email, and sent it back to them, but now they are denying they received the email, or my request. WTH? They received it the first time around, but not now?

So I sent the email to them again last night.....and hey, this morning, my account is still accessible, with no acknowledgment they have even received the email.

I'm sorry, but this is totally unacceptable behaviour, particularly as they state in their T&C's they will close an account immediately they receive the request. That is BS....simply not true.

And to add insult to injury - I have just checked my email this morning, and a minute ago I receive an email from them asking if I want to close my account or not.

Truly despicable behaviour.

Please JuicyFruit!

Ask Casinomeister and mods to add you to the quit gambling group immediately!

Then you have to close ALL your casino accounts due to your gambling problems NOW!
 

maphesto

Dormant account
Joined
Jun 5, 2009
Location
Sweden
Unfortunately, Thrills are a new casino, but they SHOULD know about gambling addicts and their problems!

What did you tell them?
 

JuicyFruit

Non-Gambler
Joined
Dec 23, 2010
Location
Homeward Bound
Unfortunately, Thrills are a new casino, but they SHOULD know about gambling addicts and their problems!

What did you tell them?

1st time around....that I am not capable of cashing out, but keep chasing winnings, which has led me to lose all my money, and to a gambling problem. So please close the account.

2nd time around....I requested you close my account due to a gambling problem (and quoted ticket number), but you have ignored my request.

3rd time around...Why won't you close my account as I have a gambling problem.

Today...in response to their email of ...do you still want to close your account....For Heaven's sake, what more do I have to do to get my account closed? As I stated in my email of Jan 6th, I have a gambling problem....


So....how much clearer do I have to make it, and how many more emails do I have to send???
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
I acknowledge I now have a serious gambling problem...
So I've moved you into the "Quit Gambling" user group.

When you told the CSR that you were quitting, did you tell them that you had a gambling problem? That is the crux of the matter. If you told them to close your account because you didn't want to gamble for a period of time, or that you just couldn't win is one thing - to admit you have a problem is another. Hopefully the casino rep can shed some light on this.
 

JuicyFruit

Non-Gambler
Joined
Dec 23, 2010
Location
Homeward Bound
So I've moved you into the "Quit Gambling" user group.

When you told the CSR that you were quitting, did you tell them that you had a gambling problem? That is the crux of the matter. If you told them to close your account because you didn't want to gamble for a period of time, or that you just couldn't win is one thing - to admit you have a problem is another. Hopefully the casino rep can shed some light on this.

Yes....repeatedly.

Last night in chat ... which I have saved ... I again re-iterated the fact that I have a gambling problem and wanted my account closed.

This morning the account was still open, so I sent another email off to support to ask why the account was still open.

Shortly after that, I received an email from support asking if I still wanted the account closed.

I replied to that with the ...For Heavens sake ... email I have described above.

Two hours later, my account is still open and accessible.
 

Erik

Dormant account
Joined
Nov 27, 2013
Location
Tel Aviv
Hi
Reading through your posts Above I see that something definetly have not been properly handeled. I Will get to it ASAP to figure out what went wrong here. Could you please PM your username?
Im very sorry for this but I Will make sure it gets sorted Directly.
Erik
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Hi
Reading through your posts Above I see that something definetly have not been properly handeled. I Will get to it ASAP to figure out what went wrong here. Could you please PM your username?
Im very sorry for this but I Will make sure it gets sorted Directly.
Erik

Can front line not close the account right there and then, and deal with the questions of why later on.

Whether gambling problem of a short break, the initial action is to close the account. With the account then closed, the exchanges as to why and for how long can be dealt with at leisure. It would mean that someone with a problem gets the immediate action they need, but someone who just wants a short break can then specify in more detail what their needs are, and can be told what the procedure for reopening the account is.

For a problem gambler, the process should be swift and permanent. Every time they hit an obstacle, like finding they can still log in, or receive a juicy offer, they have their willpower put under pressure, and it could buckle and they could end up playing again. At least if the account has been immediately closed, any screw-ups or misunderstandings will "fail safe", as if willpower buckles, they can't log in to deposit, and if they have to ask CS to reopen the account, that procedure would kick in, and hopefully they won't reopen an account where the reasons for closure are yet to be determined.

You could also have a minimum closure time so that there is no situation where a player could ask for their account to be closed, and next day get CS to just reopen it. Some casinos set an absolute minimum of 7 days, problem gambler or just a short break, both have to wait out this 7 days. This should be long enough for CS to determine from the player the reasons behind the request, and if the player does not reply, CS should play safe and log it as a gambling problem related request until they are informed otherwise.

A few platforms even allow players to temporarily suspend their own accounts from within the software, which is immediate. Again, it gives time to gather more information whilst protecting the problem gambler from losing in the mean time.
 

JuicyFruit

Non-Gambler
Joined
Dec 23, 2010
Location
Homeward Bound
Hi
Reading through your posts Above I see that something definetly have not been properly handeled. I Will get to it ASAP to figure out what went wrong here. Could you please PM your username?
Im very sorry for this but I Will make sure it gets sorted Directly.
Erik



FINALLY.....19 mins ago, and almost 24 hours after my final desperate online chat session, my account is now closed.

In the email from support, it states that my email(s) requesting closure got stuck in a spam filter....not sure what that means.

Anyway, if you like, I can send you through a PM the entire email chain from start to finish.

My Username at Thrills is shewhodares (Oh, the irony!).
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
FINALLY.....19 mins ago, and almost 24 hours after my final desperate online chat session, my account is now closed.

In the email from support, it states that my email(s) requesting closure got stuck in a spam filter....not sure what that means.

Anyway, if you like, I can send you through a PM the entire email chain from start to finish.

My Username at Thrills is shewhodares (Oh, the irony!).


A badly configured spam filter if it filters out such obviously legitimate emails from registered players.
 

JuicyFruit

Non-Gambler
Joined
Dec 23, 2010
Location
Homeward Bound
Can front line not close the account right there and then, and deal with the questions of why later on.....

For a problem gambler, the process should be swift and permanent. Every time they hit an obstacle, like finding they can still log in, or receive a juicy offer, they have their willpower put under pressure, and it could buckle and they could end up playing again. At least if the account has been immediately closed, any screw-ups or misunderstandings will "fail safe", as if willpower buckles, they can't log in to deposit, and if they have to ask CS to reopen the account, that procedure would kick in, and hopefully they won't reopen an account where the reasons for closure are yet to be determined.

Very well stated, and to my eternal shame, that is my mindset at the moment...my willpower is non-existent, which is why for me the only failsafe is to close all accounts, as well as the sources that fund my addiction.

So when Thrills didn't close my account when requested...well...you can guess the rest of the whole sorry tale.:eek2:
 

Erik

Dormant account
Joined
Nov 27, 2013
Location
Tel Aviv
FINALLY.....19 mins ago, and almost 24 hours after my final desperate online chat session, my account is now closed.

In the email from support, it states that my email(s) requesting closure got stuck in a spam filter....not sure what that means.

Anyway, if you like, I can send you through a PM the entire email chain from start to finish.

My Username at Thrills is shewhodares (Oh, the irony!).

Hi
Im glad it finally got sorted, but it should not have taken this long. When a player chooses to close an account for responsible gambling reasons it should be closed then and there, and that is also the rules we have set up for our team to work by. I will need to make sure this does not happen again, so it would be great if you could email me the entire email change to [email protected] so I can investigate it.
Once again very sorry for the problems

Best regards
Erik
 

Erik

Dormant account
Joined
Nov 27, 2013
Location
Tel Aviv
Can front line not close the account right there and then, and deal with the questions of why later on.

Whether gambling problem of a short break, the initial action is to close the account. With the account then closed, the exchanges as to why and for how long can be dealt with at leisure. It would mean that someone with a problem gets the immediate action they need, but someone who just wants a short break can then specify in more detail what their needs are, and can be told what the procedure for reopening the account is.

For a problem gambler, the process should be swift and permanent. Every time they hit an obstacle, like finding they can still log in, or receive a juicy offer, they have their willpower put under pressure, and it could buckle and they could end up playing again. At least if the account has been immediately closed, any screw-ups or misunderstandings will "fail safe", as if willpower buckles, they can't log in to deposit, and if they have to ask CS to reopen the account, that procedure would kick in, and hopefully they won't reopen an account where the reasons for closure are yet to be determined.

You could also have a minimum closure time so that there is no situation where a player could ask for their account to be closed, and next day get CS to just reopen it. Some casinos set an absolute minimum of 7 days, problem gambler or just a short break, both have to wait out this 7 days. This should be long enough for CS to determine from the player the reasons behind the request, and if the player does not reply, CS should play safe and log it as a gambling problem related request until they are informed otherwise.

A few platforms even allow players to temporarily suspend their own accounts from within the software, which is immediate. Again, it gives time to gather more information whilst protecting the problem gambler from losing in the mean time.

Well put and I agree with what you are saying, the most important factor is the instant action, that the account will be closed the second the request is made. Our CS have the access and right to close an account directly on request and are trained and instructed to do so aswell. That is why I will need to investigate what happend in this case.

Also regarding the Time blocks we do work with that aswell, if a player closes an account for responsible gamign reasons then we will not open his account prior to the time he requested.

Regards Erik
 

dunover

Unofficial T&C's Editor
Staff member
webmeister
PABnonaccred
PABnononaccred
CAG
mm3
Joined
May 22, 2012
Location
the bus shelter, opposite GCHQ Benhall
I had the same issue at Thrills (Dunover) - although I closed my account for the terrible experience with the slow-spin=win and fast-spin=lose problems on the Quickfire games which totally ruined the fun of playing. I went on live chat to 'Erika'? and was assured it was closed, 4 minutes later I checked and was able to log in, then had to go back on live chat and try a second time and it worked. Not good and a sorry experience overall what with the game issues.
 

P.V.

Dormant Account
webmeister
Joined
Apr 17, 2010
Location
Turn around...
Self Exclusion is a Process, Site by Site!

Good for the OP to understand it's time to quit, my best to you moving forward! The sad thing is the OP had to go through multiple hoops for the process to take place. :rolleyes:
 

JuicyFruit

Non-Gambler
Joined
Dec 23, 2010
Location
Homeward Bound
Hi
Im glad it finally got sorted, but it should not have taken this long. When a player chooses to close an account for responsible gambling reasons it should be closed then and there, and that is also the rules we have set up for our team to work by. I will need to make sure this does not happen again, so it would be great if you could email me the entire email change to [email protected] so I can investigate it.
Once again very sorry for the problems

Best regards
Erik


Done.....Part 1/Part 2/Part 3 and The FInal all now sent.

As I said in my email, if you review your processes and it helps even just one compulsive gambler to stop gambling immediately, then that is a result.

Thank you for your help.
 

daenyboi

Non-Gambler
Joined
Nov 9, 2014
Location
Sweden
Had my worst session in weeks few hours ago on Thrills, tried deposit one last time to save a big loss, but i changed my mind during the deposit and emailed them to block my account yet again.

I emailed them saying i want to block my account for 57 years and they said they did it and its done.
 
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