YDERLIGERE INFORMATION
til Nick,
Jeg havde forsøgt at inkludere disse oplysninger, da jeg indsendte min klage, men en eller anden grund var ikke i stand til at uploade den.
Ud over tidslinjen for kommunikation havde jeg over 40 interaktioner med live-hjælp, som jeg får at vide af Gambling Commission, MadSlots burde have ført et register over.
For at præcisere havde jeg tre indbetalingsmetoder registreret på min konto.
• Et betalingskort
• Mobiltelefon (på en PAYG)
• Mobiltelefon (på en månedlig kontrakt)
Jeg lavede én indbetaling på £10 via PAYG-kontoen. Resten af indbetalingerne (ca. £230) blev opkrævet via nummeret på kontrakten. Regningen betales af min datter i henhold til hendes kontrakt. Hun gav mig en iPad og et SIM-kort med nævnte nummer
Jeg modtog den første e-mail den 28. oktober med anmodning om kopier af de nævnte mobilregninger. Jeg kontaktede live help med fuld gennemsigtighed og spurgte, om dette kunne være problematisk. Jeg blev forsikret om, at det ikke ville være et problem. Jeg gav en kopi af de nævnte regninger via uploaddokumentsektionen på webstedet. Disse blev efterfølgende afvist.
Dernæst kom anmodningen om min datters ID og fulde specificerede telefonregninger, der viser nævnte indbetalinger og fulde postadresser for begge mobilregninger. Som alle blev leveret.
Så kom anmodningen om mit ID (se tidslinjen den 31. oktober).
Jeg fulgte op i live hjælp og under chatten kommenterede jeg på, at jeg var ekstremt frustreret over hele processen. De konstante anmodninger om mere information og unødvendige lange forsinkelser ved besvarelse af mine forespørgsler. Desuden har hele oplevelsen med MadSlots "intet gjort for at hjælpe ens mentale sundhed".
Lørdag den 4. november om aftenen standsede en ambulance udenfor, og to ambulancefolk bankede på min dør. De spurgte efter mig ved navn og sagde, at de havde haft et anonymt opkald til 999 med mit fulde navn og adresse, og at jeg havde psykiske problemer og var "i krise" og "på kanten". Først var jeg flov, og så følte jeg mig virkelig vred, fordi det føltes noget uhyggeligt, at en person, som jeg helt uden vidende havde kendskab til, havde ringet til beredskabet og rapporteret om en "psykisk krise". For en ordens skyld har jeg ingen psykiske problemer. Efter at have krævet mere information fra nødtjenesterne viste det sig, at opkaldet blev foretaget af MadSlots Casino. Dette er vel et groft misbrug af al min privatlivsbeskyttelse?
Da jeg loggede ind den følgende mandag den 6. november, var kontoen låst. Så for at besvare dit spørgsmål blev kontoen låst engang mellem den 2. nov. - 6. nov. Jeg gik igennem til Live hjælp (igen) og spurgte, hvorfor min konto var låst, og fik at vide, at den relevante afdeling ville kontakte mig.
Som du vil se fra min tidslinje for kommunikation, der var den 7. november, modtog jeg e-mailen, der bekræftede kontolukningen og henviste til "kommentarer, jeg lavede" i live hjælp. De havde forsøgt at kontakte mig, men det lykkedes ikke (løgnere) og havde derfor taget beslutningen om at lukke min konto. De erklærede dog, at det ikke ville påvirke eventuelle tilbagetrækninger, der behandles.
Resten af informationen er indeholdt i tidslinjen for kommunikation
Med venlig hilsen
CKennedy
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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