ATTN: Casino Rep 21Casino - Nanny state overkill

[Mouse75]

So 21casino - you have decided not to treat me as a responsible adult anymore....


Because my last session was a long one - you have blocked my account until you can contact me to discuss it? This is pathetic and does not adhere to responsible gambling guidelines - it is simply a token and ineffectual effort.

For reference - yes my last session was timely - HOWEVER - this is far from unique in my play history at 21 casino and has never been cause for concern before.
I made one deposit in this time, many hours later i withdrew 82.5% of that initial deposit. Clearly not gambling til i had run out of funds, trying to redeposit when hitting a self imposed limit, changing bet sizes from my minimum stakes normality, chasing losses or any other such cause for concern. In fact, quite the opposite. Having hit a dry run in the last 30 minutes and beginning to show losses, i stopped and withdrew the remainder of the balance.

My 10 hours of paid for entertainment - cost £3.20 an hour - less than a pint - a cost i was happy to pay.

I am fully in favour of responsible gaming - this isn't it.
If i had gambled online for 48 hours straight - utilising 30 plus online casinos - and only spent 90 minutes at your site, you would not be aware of this so this approach is ridiculous.

Similar to Rizk with their "can't deposit after midnight (obviously i'm like a cute Mogwai til then - then an uncontrollable gambling Gremlin) bullsh*t" this is NOT your remit to monitor.

SOW - intrusive but fine!
Deposit limits - All in favour!!
Self controls such as timeouts - Promote like crazy

I think you could go further - max stake guidelines set by players that you have to manually override - so i could set mine to never be over 30p a spin, and if i try to I get a prompt to accept the stake size. Game limit - similar to autoplay loss limit - where as you open a game, you type in how much you are happy to lose on said game before getting a reminder warning. There are loads of GOOD alternatives available to you.
However - please keep it realistic!

I'm likely to close my account - as someone in my mid 40's i am far past explaining my life choices to an anonymous stranger on the end of a phone line who will no doubt have a string of intrusive personal questions to ask.

UKGC are behind the "When the Fun stops" tagline - well guess what - YOU are stopping the fun.

 

[philderby]

This is the world we live in now pal. Its saving me a small fortune not playing I tell you! Why not copy me and discover a new hobby? Honestly wish id done it years ago!

 

[irish-ranger]

This is the world we live in now pal. Its saving me a small fortune not playing I tell you! Why not copy me and discover a new hobby? Honestly wish id done it years ago!

Correct since last Thursday I've spent the grand total of £16 its now I actually realised how much time and money I wasting

 

[Slotplayer83]

Correct since last Thursday I've spent the grand total of £16 its now I actually realised how much time and money I wasting

God thats so worth SOW proof of income and a mental checkup worth.

 

[Mr_Slot5]

God thats so worth SOW proof of income and a mental checkup worth.

Yeah, this is why arbitrary thresholds and such are completely ludicrous in this situation. A totally ineffectual way at dealing with the issue- you just end up pissing more people off than is actually necessary. Ultimately you’ll just lose custom because of the overkill.

What should be happening is well trained RG teams and the MLRO etc monitoring accounts on an individual level. Sure, use automatic triggers behind the scenes but use them as an alert to manually check accounts, not blindly throw out intrusive requests when not needed.

Much of the due diligence can be conducted and documented behind the scenes.

 

[flyingguy]

Have you ever wished you had the option to block a game? If I had that could have saved myself a lot of money on Bonanza, I'd block it as soon as I sign up somewhere. In fact I played at a site recently that didn't have it despite having the rest of the BTG catalogue and what a difference it made!

 

[Mouse75]

Have you ever wished you had the option to block a game? If I had that could have saved myself a lot of money on Bonanza, I'd block it as soon as I sign up somewhere. In fact I played at a site recently that didn't have it despite having the rest of the BTG catalogue and what a difference it made!

Excellent idea...... are you watching reps?

 

[TheAddict]

It's pretty lame really.

get emailed from slot planet (WHG) "yo, you havnt played in a while, fancy a welcome back 300% bonus"
don't mind if i do, dudes!
ok the wagering is 8 billion, but ill do it in 7nder 2 days on min bets.
Log in today to complete final 10% of wagering.
"h , weve noticed you have played a lot in the past 24 hours, click this and explain why depositing 20 quid in 1 week doesnt mean you have a gambling problem"
ok. i have no problem. i click. i fill in that i never spend more than i can afford, despite twenty quid being life changing.

oh, now you block my account? what the feck did you expect me to do with a 300% bonus, wager 20 minutes per day on doa at 20% contribution on my usual 9p bets?

ffs....

 

[Mouse75]

It's pretty lame really.

get emailed from slot planet (WHG) "yo, you havnt played in a while, fancy a welcome back 300% bonus"
don't mind if i do, dudes!
ok the wagering is 8 billion, but ill do it in 7nder 2 days on min bets.
Log in today to complete final 10% of wagering.
"h , weve noticed you have played a lot in the past 24 hours, click this and explain why depositing 20 quid in 1 week doesnt mean you have a gambling problem"
ok. i have no problem. i click. i fill in that i never spend more than i can afford, despite twenty quid being life changing.

oh, now you block my account? what the feck did you expect me to do with a 300% bonus, wager 20 minutes per day on doa at 20% contribution on my usual 9p bets?

ffs....

Priceless. When they did contact me I asked why they had build games like Lil Devil if they didnt want people to gamble for long periods......... I was told thats not relevant!

 

[TheAddict]

Priceless. When they did contact me I asked why they had build games like Lil Devil if they didnt want people to gamble for long periods......... I was told thats not relevant!

How long did you have to wait, for them to contact you? Assuming this isthe White Hat Gaming 21 casino you mentioned.
Also like you mentioned, my session yesterday isn't too out of the ordinary to my previous play over the past few years there either (i play a lot of doa, so, especially with a bonus, some sessions go on forever lol)
Earlier I bought a crate of san miguel to enjoy tonight while completing the final 10% ofwagering on a 300% bonus knowing a withdrawal is on the books, After what was a pretty damn long session yesturday. Just wondering if there is any hope i will at least have some bottles left to continue my mission tonight (wagered about £1800 on 9-15p bets yesturday, lol).

 

[Mr_Slot5]

Priceless. When they did contact me I asked why they had build games like Lil Devil if they didnt want people to gamble for long periods......... I was told thats not relevant!

Yeah it’s a joke and I’ve pointed it out on here before. Giving you a bonus and putting a time limit on wager completion then pulling you up for playing too long. You couldn’t make it up. It’s a farce really.

Then offering games that require collection...I struggle to believe anyone can be that simple as to not see the contradiction in what is being said.

 

[09237653]

I just move around a lot to avoid this twattery, do your 8 hours across 5 casinos and that's *responsible gambling* in their eyes. I will literally deposit at one place play couple of hours cash out whatever I have and then do the same somewhere else, avoiding any 'long' sessions.

Been playing a lot at one particular casino- have a couple of weeks off from it.

 

[Mouse75]

How long did you have to wait, for them to contact you? Assuming this isthe White Hat Gaming 21 casino you mentioned.
Also like you mentioned, my session yesterday isn't too out of the ordinary to my previous play over the past few years there either (i play a lot of doa, so, especially with a bonus, some sessions go on forever lol)
Earlier I bought a crate of san miguel to enjoy tonight while completing the final 10% ofwagering on a 300% bonus knowing a withdrawal is on the books, After what was a pretty damn long session yesturday. Just wondering if there is any hope i will at least have some bottles left to continue my mission tonight (wagered about £1800 on 9-15p bets yesturday, lol).

I went to log on, and got this message that they would like to contact me and asking for a contact number and convenient time. So far - not too unreasonable. This was on a Tuesday, and cos of work I said contact me at weekend. Rookie Error as their 1st message did not tell me account would be blocked until they spoke to me.
I was called around 11.00 am on the Saturday - again reasonable and had a bit of a "discussion" with the rep during which i may have spat my dummy. She was very understanding though. I made the points in my original post, and a fair few others.
HOWEVER - she couldnt make the decision - my comments had to be forwarded. I got a further email on the Monday just saying I was welcome to use the account again.

The questions asked weren't that intrusive - and at a relatively mild level so for the moment i have given them the benefit of the doubt. (Plus i like their site)

I played Hellcatraz for a bonus elsewhere.... it took over 14 hours of play to collect the 2000 keys needed - for a loss (min stakes of course!) of around 300 x. Not shocking - i wont be doing it again though. But 14 hours?!?! With no way to speed up means this entire concept is wrong

 

[Mouse75]

I do notice that the Rep is conspicuous by their absence on this thread.....

 

[TheAddict]

Fanks for the detailed response. i just got "they will be in contact shortly" from the "supervisor" or whatever, of which the original chat rep had moved my query upto straight away. By the sounds of what you wrote though, I Won't be holding my breath.
I'll just devour this beer instead, watching the same shitty programs ive seen 80 times this year while feeling sorry for myself, wondering what could have been..

 

[TheAddict]

apparently "I can assure you someone will contact you shortly" coming from a senior support staff, means over 72 hours and counting

 

[Mr_Slot5]

apparently "I can assure you someone will contact you shortly" coming from a senior support staff, means over 72 hours and counting

Shambolic

 

[Kroffe]

Shambolic

 

[colinsunderland]

I do notice that the Rep is conspicuous by their absence on this thread.....

Might help if you tagged them so they know about it though.

The reps are a waste of time though so probably won't make a difference

 

[TheAddict]

Do Americans use paper towels for butt wiping too? $20 a month? That's a bold claim.

 

[Kroffe]

Do Americans use paper towels for butt wiping too? $20 a month? That's a bold claim.

Yeah, i thought so too.
$20 buys alot of paper towels.

Also a bit bold to assume that just because they dont own a shamwow, they dont own any other kind of re-usable towel they can wipe stuff up with.
I mean, there are alternatives.

 

[TheAddict]

ffs kroffe, you've got way too much time on your hands lol
I personally don't use a whole sheet, rip off the smallest amount that i feel is necessary for the job at hand. Talking about when in the kitchen obviously, wouldn't recommend that gamble in the bathroom.

 

[flyingguy]

Can't begin to imagine what it's going to be like when autospins are gone. I regularly have sessions that last hours playing doa on 9p with a total deposit of £10/£20, that along with the absence of quick spins mean we'll all be getting responsible gambling teams chasing us!

 

[Mr_Slot5]

Can't begin to imagine what it's going to be like when autospins are gone. I regularly have sessions that last hours playing doa on 9p with a total deposit of £10/£20, that along with the absence of quick spins mean we'll all be getting responsible gambling teams chasing us!

Not at casinos that have management with any brain cells in their heads. Saying this, these days that doesn’t seem such a given.

 

[Mouse75]

Might help if you tagged them so they know about it though.

The reps are a waste of time though so probably won't make a difference

I get that - to a degree. If i was a rep - especially for the so called accredited casinos, every couple of days I would be reading all the threads with the Prefix Attn - Casino Rep to check if it was my brand. Should not need to tag them - that actually defeats the point of the title

 

[colinsunderland]

I get that - to a degree. If i was a rep - especially for the so called accredited casinos, every couple of days I would be reading all the threads with the Prefix Attn - Casino Rep to check if it was my brand. Should not need to tag them - that actually defeats the point of the title

Well yes, in a perfect world that would happen, but we don't know how busy the rep is, they might not have time to go through every thread like that. Tagging them gives a notification, so then they have no excuse. The reps haven't read this thread, but they haven't replied to my PM from around 2 weeks ago either so I wouldn't hold my breath

 

[TheAddict]

Just noticed i receieved a call, but had missed it. so i guess, like Mouse, i will be trasted like a 10 year old and then told to wait again while they send this conversation with this 10 year old to some other adult to confirm or not if they want to steal my bonus money.

Probably just as well I didn't answer them. im really, really not a fucking morning person

 

[The Dude]

Well yes, in a perfect world that would happen, but we don't know how busy the rep is, they might not have time to go through every thread like that. Tagging them gives a notification, so then they have no excuse. The reps haven't read this thread, but they haven't replied to my PM from around 2 weeks ago either so I wouldn't hold my breath

And with all of the legalese and other restrictions that are imposed on online gaming companies, you're going to see less and less participation from many reps. They have to run statements through legal teams, etc. Not saying that this is the case here - but it is an issue.

 

[colinsunderland]

And with all of the legalese and other restrictions that are imposed on online gaming companies, you're going to see less and less participation from many reps. They have to run statements through legal teams, etc. Not saying that this is the case here - but it is an issue.

I would have thought that in almost 2 weeks, and bearing in mind one of the reps read my PM within an hour of sending it, a reply saying, thanks for the message, we are looking into it and will get back to you when we can, would be possible. Granted, the main subject of my PM was quite complex and would have needed dealing with by the affiliate manager (which Dawn is) and I wouldn't expect to be given specifics of what action was taken, if any, but a rep should be able to tell me why my account had been locked. If they can't do something as simple as that, then not sure what the point of having reps is.
Another rep has told me this morning a missing withdrawal is out of the area he can help in. It seems some reps are here only to maintain a presence in staying accredited rather than being able to help.

 

[TheAddict]

Well, the lady on the phone had a really soothing and soft voice. Said i accumulated 22 hours of play. Next time I'm going for 30 hours, just so I can hear her voice again.

 

[philderby]

Glad I packed gambling in. Too much hassle now, Id sooner save up for a week away somewhere than go through all this runaround

 

[pinnit2014]

Well, the lady on the phone had a really soothing and soft voice. Said i accumulated 22 hours of play. Next time I'm going for 30 hours, just so I can hear her voice again.

Maybe that's how to break their RG systems so they never call again:

Punch a 30hr shot shift in on a 24hr day

They should be phoning you asking for your details to send a prize for achieving such a feat.

 

[Mr_Slot5]

Well, the lady on the phone had a really soothing and soft voice. Said i accumulated 22 hours of play. Next time I'm going for 30 hours, just so I can hear her voice again.

‘Hi sir, I can see from my records that you joined the site in 2017 and have accumulated almost a day of gambling in 4 years. Are you ok sir?’

 

[Mouse75]

Maybe that's how to break their RG systems so they never call again:

Punch a 30hr shot shift in on a 24hr day

They should be phoning you asking for your details to send a prize for achieving such a feat.

I logged into Hills one day... loaded first game... to be greeted my a message along the lines, you have been playing for 17000 minutes.....
17 0000?!?! Jeez!

Puts 30 hours at a lousy 1800 to shame

 

[Mouse75]

And with all of the legalese and other restrictions that are imposed on online gaming companies, you're going to see less and less participation from many reps. They have to run statements through legal teams, etc. Not saying that this is the case here - but it is an issue.

I understand this - and to be fair - my complaint has been fully and satisfactorily resolved.

However - my point still stands in that it makes more of a mockery of the Attention Casino Rep - banner headline highlighted in red.
And in this case, I've been a customer of 21 casino for best part of 12 months, Plenty of deposits and withdrawals and was a genuine complaint from a (feeling de)valued customer.
Its not like i was whinging that they let me deposit and I lost it all - give it back post.

For me - it stands to reason. If part of a reps role is looking at the forum..... why the hell aren't they? Else as Colin says - it really is a tickbox exercise to improve their rating.

(edited purely for spelling)

 

[The Dude]

I understand this - and to be fair - my complaint has been fully and satisfactorily resolved.

However - my point still stands in that it makes more of a mockery of the Attention Casino Rep - banner headline highlighted in red.
And in this case, I've been a customer of 21 casino for best part of 12 months, Plenty of deposits and withdrawals and was a genuine complaint from a (feeling de)valued customer.
Its not like i was whinging that they let me deposit and I lost it all - give it back post.

For me - it stands to reason. If part of a reps role is looking at the forum..... why the hell aren't they? Else as Colin says - it really is a tickbox exercise to improve their rating.

(edited purely for spelling)

I have been in touch with the rep - who had read the thread and thought that the issue had been resolved. Most of the reps do lurk, or deal with things privately. It's tough being a rep here - make one mispoken comment and get crucified, or get reemed by the boss. So I am sure you can appreciate this. As for keeping up-to-date on any rep's participation, I have not been around much for the past few months, but I am back.

 

[geordiecolin]

Well, the lady on the phone had a really soothing and soft voice. Said i accumulated 22 hours of play. Next time I'm going for 30 hours, just so I can hear her voice again.

Don't forget to stock up on Jizzle before she calls

 

[Slottery]

Guess in genearl it would be easier to contact casino directly instead of rep here. To get in anything account related they need to verify you as the account holder and be able to prove afterward how verification was completed and how strong verification was.

Some casinos have got issues when been trying to assist customers through forums or social media etc... (not through this forum afaik) it only needs on dickhead who asks help, casino rep try to assist and then afterward that dickhead report GDPR and other violations due to missing or not strong enough verification (for example just email or other one detail to locate account without etc...).

That's one reason why casinos usually are not really happy to accept almost anything from any other emails than one registered on account.

 

[colinsunderland]

Guess in genearl it would be easier to contact casino directly instead of rep here. To get in anything account related they need to verify you as the account holder and be able to prove afterward how verification was completed and how strong verification was.

Some casinos have got issues when been trying to assist customers through forums or social media etc... (not through this forum afaik) it only needs on dickhead who asks help, casino rep try to assist and then afterward that dickhead report GDPR and other violations due to missing or not strong enough verification (for example just email or other one detail to locate account without etc...).

That's one reason why casinos usually are not really happy to accept almost anything from any other emails than one registered on account.

A good balance would be for the rep to ask for an email (like Videoslots do) then do little updates on here via PM, even if it's just 'we've just sent an email' to show they are still involved in the problem and helping to sort it out. They could also give non account specific updates, like 'thanks for the email, I should have it resolved within 24 hours, will email you with any more specific updates'

 

[TheAddict]

Tbf I believe it was probably 25+ hours but due to WHG sometimes having a habit of disconnecting it probably didn't tally it all up together. I had 2 browsers open on my tablet, so able to walk around and do things about the house with it, while playing slots and still having the ability to also share whatever crap comes to mind on CM on the other browser if i so desired. Got halfway through wagering n figured I'd try n get a withdrawal in for the weekend but underestimated just how long it might take, hit 90% of it and gave up.

Reading the terms, that part of the "responsible gambling" department don't work weekends, and since I was locked out around 3pm on the thursday perhaps they probably would have called within 48/72 hours later had it not hit the weekend. Though simply saying "within the next 72 weekday hours" would have been better than to read the words "I can assure you someone will contact you shortly". Took 4 hours from the call to the point of reopening the account and they were pretty responsive on the monday.

 

[Mouse75]

@Casinomeister Thank you for your update - appreciated.

I have previously found the rep very helpful and responsive - and i do agree with the comments above that general acknowledgments go a long way. I understand the GDPR limitations - BUT general - i.e non-account specific - information, guidance and suggestions can always be made, as can general policy outlines.

I will stress that other than the frustration of the initial account being blocked - the overall procedure was not awful.
I will stick to my guns that this session - other than being long - did not exhibit any signs of problem gambling, and if the account activity had been reviewed prior to contacting me then this could have been avoided. What actually happened, is that only after i was contacted did anyone look at the history - and acknowledge that the entire session had been controlled. Especially given that as soon as I did start to show a small loss towards the end, I made a withdrawal instead.

Probably time to close this post though - thanks all for thier input....

 

[TheAddict]

Yo @Mouse75

Can I just ask if that once your account was reopened, promotions were still available to you?
I was told (after asking) last night that my account is under review (although its been unlocked?) and that i should not panic that I can't see any on site messages or recieve any promotions over any of the WHG group, because this is standard procedure for all players.

I'm just wondering if this is a half assed lie or if you also received this "standard procedure" even after your account was reopened?

 

[Mouse75]

@TheAddict I don't use many promotions to be honest. Mostly cos, my normal play style is deposit somewhere between £100 and £200. Play lots (hopefully!) games in a bonus hunt style similar to streamers until balance gone, then play off bonuses, then withdraw the balance.

Playing this way, my losses have been substantially lower, and vice versa - if i hit a big bonus playing them out, then i'm withdrawing my profit instead of continuing to play and seeing it go bye bye,

However, this style of play would be classed by almost all casinos as bonus abuse, so I tend not to take ANY bonuses with any sort of wagering restrictions.

In short - sorry bud - can't help!

 

[TheAddict]

Useless.









(Jus jokin, thanks anyway)

 

[jaydub]

I have a 300% deposit bonus on 21casino , i didn't play with them for so long bcoz my deposits with VISA always got rejected in the last 12 months eventhough I was able to deposit elsewhere.... Now they sent me something like we miss you with this 300% percent offer , still can't deposit with my VISA , spoke to live chat who said if the offer appears on skrill deposit it should be fine , so going ahead with skrill deposit , can i really use skrill to use bonuses ?