Rizk Casino : Self Exclusion

[grannyles]

I would really like for this complaint to be heard. I would ask that being a gambler is put to the side. This wasn't about getting refunded at first it was about understanding how I had gotten to the point of not wanting to gamble anymore..so I begun to go back over when my spending started to get out of control. It lead to rizk. My initial question to Anna was what was the date of my self exclusion? her response to me was Are you in control of your spending..I said yeah as not wanting to go any further.

I then asked her why, Anna's reply was..because that's what your reason was. Then said..I will have to have this looked into. I asked for a copy of the chat was told it would be sent to me. Getting a copy was difficult and when I did dialogue is missing. Before that I was given another email stating lack of rewards for course. My question is..if there are no failings on the casino part where's the missing dialogue??

rizk is part of the MT secure trade Ltd group to which I had an account at nearly everyone of them without realising this. these casinos are staffed by the same members. For example a email requested from risk came empty from Kaboo, why empty, because they realized they messed up. They have been taking money knowing I could not afford it. Blatantly. customer services are very sloppy and I'm not surprised it's happened. They need to address the situation or am I wrong

[pinnit2015]

Starter for ten... Rizk and Kaboo and are two separate licences. Therefore, strictly regulation wise, you could have one account on SE and another not.

 

Having said that MT have said that if you exclude from MT, they’d apply it across the Betit group as well - this must have been a policy decision (like Leo Vegas applying SE to Royal Panda - no regulatory requirement to do so as different licences)

 

So, following their own policy, you should have been SE from all of them in the Group.

 

But I’m a bit confused - did you SE from Rizk? And then reopen?

[grannyles]

I'm confused myself. My thing is why have they removed the discussion about my out of control spending from the chat? And is that even allowed? I can't seem to upload the chat to show you what I mean.

[pinnit2015]

If you feel strongly then go through the complaints process....so, to get it right, they asked you were you in control initially and you said yes? Was it then in chat you said no?

 

Anyhow, don't know about the chat transcripts (GDPR?) but, as far as casino's go, i would be very surprised if they've taken to creative editing as they're probably as trustworthy as casinos go (not that you should trust any casino  ). Plus, i wouldn't like to think that chat support had transcript editing abilities 

 

Chat transcripts are as valid as a phone call, an email, a letter etc in terms of being an 'official record'. They have a data protection officer and you could always put a subject access request in to them - metadata doesn't lie and if pulled from the system it should all be there. 

[grannyles]

I approached rizk to find out the exact date of when I excluded last year. The agents response to me was.."Are you in control of your spending" to which I replied "yeah" I then asked her why she had asked that question..she replied" that was the reason I gave" I said"to self exclude" she then said she would have to look into this and get back to me.

 

The copy of the chat has some how been edited to omitt the question about my spending. My question is why? Trust me when I say up til this happened, I had every faith in the services I've been using.

The handling of the complaint has been appalling and very sloppy. Apart from casinoland who have performed as they should and that is set out by the UK gambling commission.

 

I have requested my data so hopefully I will get my answers.

 

My only conclusion at this time is they have failed on the part of responsible gambling.

[grannyles]

I know have the full email:)


Re: <No subject> - [iLY-GMSTA-722]
S
Support
[image] Hi Tracy, I hope this email finds you well. I would like to inform you that our team has sent you an email with the closure chat that you h...
T
< personal info removed >
to Kaboo.com
3 days agoDetails
Hello

I want to know how I can escalate this complaint please

T
< personal info removed >
O
T
< personal info removed >
to complaints
3 days agoDetails
Thank you
Tracy Leslie

---------- Forwarded message ---------
From: Support <[email protected]>
Date: Mon, 29 Oct 2018, 13:42
Subject: Re: <No subject> - [iLY-GMSTA-722]
To



Hi Tracy,

I hope this email finds you well.

First of all, to clear out, we are not ignoring any responsible gambling issue here.

I would like to inform you that when you have contacted us on the 25.10.2018 my colleague informed you that your account is blocked due to a regular block that you have requested on the 27.07.2017 with a reason in your own words "lack of rewards really".

Then she asked you regarding responsible gambling just to make sure if all is good, and your response was "Yeah".

Since we had changes in our systems there is a block showing on the 01.29.2018, which is a regular block from when our system changed and regarding this we need to check in our back offices. When we contacted the team and investigated in all the mentioned brands there was no self-exclusion propagation from your side, nor any blocked account under your name and details with a responsible gambling issue.

After the chat on the 25.10.2018, we have self-excluded your account since you have requested it so on email and requested refunds.

Once again after a theral investigation on all the brands that are under the same license as we are, there is no trace of any self-excluded account with gambling issue reasons.

Below I providing you the transcripts form the chats that you had with us on the 25.10.2018 and 27.07.2017.

Chat from 25.10.2018:

Tracy

17:18

name: < personal info removed >
email:

Topic: 4. Account

Hi I would like to know why my account is blocked, please

Anna

17:18

answered the chat

Hello Tracy!

Visitor1264829

17:18

Hi

Anna

17:18

I will look into your account. Can you kindly confirm your details first please.

17:19

Full Name
Date of Birth
Postal Address

Visitor1264829

17:19





Anna

17:19

Thanks for the info! One moment, please.

17:20

Can you kindly tell me if you are in control of your spending, please?

17:21

added tag 5.1. Account Closure

removed tag 5.1. Account Closure

added tag 5.1. Account Reopening

Visitor1264829

17:21

Yeah why?

Anna

17:22

You had requested to have your account closed previously, for that reason.

Visitor1264829

17:22

Self exculded

Anna

17:23

I will have to ask them to have a look into this for you, and get back to you via email, if that's okay, is there anything else I can help you with?

added tag 2.1. Self Exclusion

added tag 2. Responsible gaming

Visitor1264829

17:24

Is it blocked or self excused?

Anna

17:25

It appears to have been blocked.

Visitor1264829

17:25

Ok..thanks please confirm via email

Anna

17:26

Apologies for this will get back to you as soon as possible regarding this! Yes via email!

Bye for now, take care, you will hear from me soon!

closed the chat

Yet now it's said I closed the account for a lack of rewards??,