Video Slots – responsible gambling complaint and failure to provide data
Found for the Casino - This player engaged an 'Account Lock' via the in account restriction tools available at Video Slots. The 'Self-Exclusion' tool was directly beside this yet the player did not choose this option but now wants to claim that their account should never have been re-opened as they 'self-excluded'.
Further to this, it has come to light that this player has repeatedly tried to use self-exclusion policies to try to wrongfully claim back losses. This type of behaviour makes it more difficult to genuine problem gamblers to get the help they need when things go wrong.
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Having some trouble with this operator. Requested my account by excluded for a maximum period of time. Did not use their 'lock' feature, specifically requested exclusion as I am a problem gambler. This was last year. I recently tried to reopen the account, was told is was closed until 2042 but could be reopened with a 7 day cooling off period (alarming). As a problem gambler running out of places that I am excluded from, I agreed. I am unhappy that the exclusion wasn't honoured. Now when I request the data they hold on me they refuse to provide it. They claim all requests should be made through the UKGC. (Please note that the Commission does not provide legal advice, or become involved with individual customer disputes). I submitted a request for the information held on me in the following way both to customer support and to [EDIT] on here...
This is a request for information under the UK Data Protection Act 1998. For the benefit of doubt following your support staff's previous emails it is NOT the UKGC or any third party's job to provide this info. Could the operator, under the Data Protection Act:
Please supplie the information about me that I am entitled to be provided with under the Data Protection Act 1998 relating to: my account
The information I specifically want is all emails exchaged since the account was opened.
all live chat records, particularly those of of the conversation when I excluded the account.
Information held on the communications I made when asking for the account to be excluded.
details of all deposits made following said request to exclude
details of upon when the 'lock account' option became live in it's current form on videoslots.com
If you need any more information from me, or a fee, please let me know as soon as possible.
It may be helpful for you to know that a request for information under the Data Protection Act 1998 should be responded to within 40 days.
If you do not normally deal with these requests, please pass this letter to your Data Protection Officer. If you need advice on dealing with this request, the Information Commissioner’s Office can assist you and can be contacted on 0303 123 1113 or at ico.org.uk
P.S please again note that it is your lawful responsibility to provide this information, and not through the UKGC or any other third party.
Despite my request, citing the Data Protection Act 1998, their support continues to play hardball with the data I am requesting.
There is nothing we can do for you regarding this matter here from the support. After reviewing your case it has been sent forward to the UKGC and as mentioned your contact with us have to go through them. If you contact them you can send your requests and / or complaint via this third party.
My data request has nothing to do with the UKGC and they are not referenced in it. They do not get involved in individual disputes and would not be helpful in this matter. I have reported the operator to the UKGC, but this does not in any way mean that they have become a third party that must be liaised with. Especially when it comes to providing requested data in which the commission is not referenced.
Why are they so reluctant to provide this information to me? In case of a clear display of wrongdoing by the operator? They don't seem to know their backside from their elbow when it comes to laws, licensing and disputes. I am just one player and seem more clued up then them.
How do I proceed here? The UKGC aren't usually the quickest and as said, don't get involved in individual disputes. Do I report them to the ICO for failing to provide data to me under the Data Protection Act?
Any help/advice appreciated.
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