DODATNE INFORMACIJE
Niku,
Pokušao sam da uključim ove informacije prilikom podnošenja žalbe, ali iz nekog razloga nisam mogao da ih otpremim.
Pored vremenske linije komunikacije, imao sam preko 40 interakcija uz pomoć uživo o kojima je, kako mi je rekla Komisija za kockanje, MadSlots trebalo da vodi evidenciju.
Da razjasnim, imao sam registrovana tri načina depozita na svom računu.
• Debitna kartica
• Mobilni telefon (na PAIG-u)
• Mobilni telefon (na mesečnom ugovoru)
Uplatio sam jedan depozit od £10 preko PAIG naloga. Ostatak depozita (oko £230) je naplaćen preko broja na ugovoru. Račun plaća moja ćerka po ugovoru. Poklonila mi je iPad i SIM karticu sa navedenim brojem
Primio sam prvu e-poštu 28. oktobra sa zahtevom za kopije navedenih računa za mobilni telefon. Kontaktirao sam pomoć uživo uz punu transparentnost i pitao da li ovo može biti problematično. Uverili su me da to neće biti problem. Dao sam kopiju navedenih računa preko odeljka za otpremanje dokumenata na sajtu. Oni su naknadno odbijeni.
Zatim je stigao zahtev za ličnu kartu moje ćerke i kompletne telefonske račune sa navedenim depozitima i pune poštanske adrese za oba računa za mobilne telefone. Sve su to bile obezbeđene.
Zatim je došao zahtev za moju ličnu kartu (pogledajte vremensku liniju od 31. oktobra).
Nastavio sam u pomoć uživo i tokom ćaskanja sam prokomentarisao činjenicu da sam bio izuzetno frustriran čitavim procesom. Stalni zahtevi za više informacija i nepotrebna duga odlaganja pri odgovaranju na moje upite. Štaviše, čitavo iskustvo sa MadSlots „ništa nije pomoglo nečijem mentalnom zdravlju".
U subotu, 4. novembra uveče, napolju su izašla kola hitne pomoći i dva bolničara su pokucala na moja vrata. Tražili su me po imenu i rekli da su imali anonimni poziv na broj 999 navodeći moje puno ime i prezime i adresu i da imam problema sa mentalnim zdravljem i da sam „u krizi" i „na ivici". Prvo mi je bilo neprijatno, a onda sam se osećao zaista ljutito jer je bilo pomalo zlokobno da je neko, potpuno nepoznat, pozvao hitnu pomoć i prijavio „krizu mentalnog zdravlja". Da se zna, nemam problema sa mentalnim zdravljem. Nakon što je zatražio više informacija od hitnih službi, pokazalo se da je poziv uputio MadSlots Casino. Sigurno je ovo gruba zloupotreba svih mojih zaštita privatnosti?
Kada sam se prijavio sledećeg ponedeljka, 6. novembra, nalog je bio zaključan. Dakle, da odgovorim na vaše pitanje, nalog je zaključan negde između 2. i 6. novembra. Otišao sam do Live pomoći (ponovo) i pitao zašto je moj nalog zaključan i rečeno mi je da će relevantno odeljenje biti u kontaktu.
Kao što ćete videti iz moje vremenske linije komunikacije koja je bila 7. novembra, primio sam e-poštu u kojoj se potvrđuje zatvaranje naloga i upućuje na „komentare koje sam dao" u pomoći uživo. Pokušali su da me kontaktiraju, ali su bili neuspešni (lažljivci) i zato su uzeli odluku da zatvorim svoj nalog. Naveli su, međutim, da to neće uticati na obradu povlačenja.
Ostatak informacija je sadržan u Vremenskoj liniji komunikacije
Srdačan pozdrav
CKennedi
ADDITIONAL INFORMATION
To Nick,
I had tried to include this information when submitting my complaint but some some reason was unable to upload it.
In addition to the timeline of communication I had over 40interactions with live help which, I am told by the Gambling Commission , MadSlots should have kept a record of.
To clarify, I had three methods of deposit registered on my account.
• A debit card
• Mobile phone (on a P.A.Y.G)
• Mobile phone ( on a monthly contract )
I made one deposit of £10 via the P.A.Y.G account. The rest of the deposits (approx £230)were charged via the number on contract. The bill is paid for by my daughter under her contract. She gifted me an iPad and a SIM card with said number
I received the first email on the 28 October requesting copies of said mobile bills. I contacted live help with full transparency and asked if this could be problematic. I was assured that it wouldn’t be a problem.I provided a copy of said bills via the upload document section on the site. These were subsequently rejected.
Next, came the request for my daughter’s I.D and full itemised phone bills showing said deposits and full postal addresses for both mobile bills. All of which were provided.
Then came the request for my I.D (see 31st Oct timeline).
I followed up in live help and during the chat I commented on the fact that I was extremely frustrated with the whole process. The constant requests for more information andunnecessary lengthy delays when responding to myqueries. Furthermore, the whole experience with MadSlots "done nothing to aid one’s mental health".
On the Saturday 4th November in the evening an ambulance pulled up outside and two paramedics knocked on my door. They asked for me by name and said they had had an anonymous call to 999 stating my full name and addressand that I had mental health problems and was "in crisis" and "on the edge". I was embarrassed at first and then I felt really angry because it felt somewhat sinister that someone completely unbeknownst to me had placed a call to emergency services reporting a "mental health crisis". For the record, I have no mental health issues. After demanding more information from the emergency services it transpired that the call was made by MadSlots Casino. This is a gross misuse of all my privacy protections surely ?
When I logged in on the following Monday 6th November the account was locked. So, to answer your question the account was locked sometime between the 2nd Nov – 6thNov. I went through to Live help(again) and asked why my account was locked and was told the relevant department would be in touch.
As you will see from my timeline of communication that was on the 7th Nov I received the email confirming account closure and referring to "comments I made" in live help.They had tried to contact me but was unsuccessful (liars) and therefore had taken the decision to close my account. They stated however, that it would not affect anywithdrawals being processed.
The rest of the information is contained in the Timeline of communication
Kind regards
CKennedy
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