365 Account Closure

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GracesDad
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365 Account Closure

Post by GracesDad » Thu Nov 07, 2019 11:27 pm

After 5 years 365 have really got their hooks into me. They restricted my account last Saturday then emailed me a day later to say that they are "closing my account" but they didn't they just suspended it and then removed my ability to close my account. After a lengthy email exchange I have just sent them this ...

Many thanks for you email.

The information supplied as part of my Subject Access Request as anticipated, gives no additional information as to why the decision to suspend my account was made. I have nothing further to go on other than your statement that it was down to "the nature of my business", I quite simply would like to know what aspect of my "business" is being objected to. You clearly have this information but are unwilling to divulge it.

Your recent email stated that you have taken the decision to "close my account", but you haven't closed my account you have merely suspended it. You have also taken the decision to restrict my ability to end our relationship by restricting and denying my access to the "close your account" option, thus denying my right to end the customer/supplier relationship and therefore allowing you to retain my personal data and consequently denying my "right" under GDPR legislation "to be forgotten".

You haven't demonstrated to me that there was any legitimate reason to end our relationship and you haven't, despite request, provided any legitimate reason that you should retain my personal data, you are now depriving me of the ability to end our relationship & I am wholly dissatisfied with the way you have dealt with this situation and I genuinely believe that you are in contravention of GDPR regulations.

Prior to referral to the Gambling Commission, the ICO and independent interested bodies I respectfully request that you:

Provide an explanation as to why you initially restricted my account.

Provide an explanation of what you mean by the "nature of my business"

Provide justification for your decision to not close my account even though you have informed me that this was your intention.

Provide justification for your decision to not allow me to personally close my own account and end the customer/supplier relationship.

Provide justification for your decision to not delete all of my personal data from your system and therefore deny me my right to be forgotten.

I await a response at your earliest convenience.

Kind regards,

Jimmy Justice
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Re: 365 Account Closure

Post by Jimmy Justice » Fri Nov 08, 2019 10:01 am

Hi,

Thank you for your post.

I think your email is excellent - top stuff. Why should a company be able to restrict your GDPR rights by their practices? This is an imbalance in power between the customer and the service provider using contract T&Cs, which also breaches consumer law. Let's not get on to refusing to provide a reason for not 'liking' a customer anymore.

It is extremely disappointing that the Gambling Commission, the Information Commissioner's Office and the Department for Culture, Media and Sport refuse to do anything despite J4P having taken all these issues up with them many times. How can you get the gambling industry to meet GDPR, consumer law, etc., if the people in-charge show little interest in likely law breaking?

It's soul destroying at times.

Thanks again,

JJ

mick
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Re: 365 Account Closure

Post by mick » Fri Nov 08, 2019 10:12 am

GracesDad : Well done your tenacity in not just laying down for this treatment. The more who do challenge and publicize the outcomes then the less likely that others will receive similar treatment. Why should customers be treated almost as villains with no explanation.

Jimmy Justice
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Re: 365 Account Closure

Post by Jimmy Justice » Sat Nov 09, 2019 10:02 am

All agreed and thank you.

JJ

GracesDad
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Re: 365 Account Closure

Post by GracesDad » Sat Nov 09, 2019 10:58 pm

Update ...

As they wouldn't do it I attempted to close my completely restricted account myself, but they had blocked access to the "close your account option. After a few emails they have closed the account but are insistent that they will retain my data "for a minimum period of AT LEAST 5 years"

Does anyone else have any first hand experience of this type of treatment? Is it worth me sending the details of their refusal to delete my personal details to the appropriate bodies or am I just wasting my time?

Jimmy Justice
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Re: 365 Account Closure

Post by Jimmy Justice » Sun Nov 10, 2019 9:57 am

Hi,

Thank you for your update you can now post immediately from now on.

I don't like writing what follows, but best to be honest.

You've absolutely no chance of getting your personal data deleted unless you are willing and have the cash to employ a lawyer who specialises in privacy law. We've had meetings with the Information Commission's Office and the Gambling Commission about GDPR and the gambling industry, including data retention. We also have thousands of words of communication. In J4P's opinion both regulators have no intention of upholding the full rights of UK gambling consumers in relation to privacy law. Don't ask me why, except a GC lawyer always comes up with some obscure interpretation of privacy or other law for justifying what they allow gambling companies to do.

The situation in Ireland is very different where I'm told some people have already settled out of court with gambling companies re a breach of their privacy. As far as I know this doesn't relate to data retention. I think it's inappropriate collection and analysis of personal data? If I'm correct, there is no question that the gambling companies do exactly the same in the UK (EU law, so virtually the same law by the way) and still our officialdom does zilch.

I hope this helps, but I know it doesn't really! :x

JJ

mick
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Re: 365 Account Closure

Post by mick » Sun Nov 10, 2019 10:09 am

@GracesDad i suspect many just accept this treatment and move on, which is exactly the response the Bookmakers concerned anticipate and wish for. Will you be wasting your time ? you may feel so at the time but making these ripples might encourage more to do so plus you may gain some small satisfaction from knowing that B365 just might be held accountable by an official organization whom they will not find it so easy to brush aside.

What i would like to know is why are they so keen to keep for the next five years the details of a customer they do not want.? What use do they put these to.? Reciprocal arrangements with other firms or an aid to preventing the customer if he attempts to continue betting with them by other means.? I do not know .............Any thoughts on this Jimmy Justice.?

GracesDad
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Re: 365 Account Closure

Post by GracesDad » Sun Nov 10, 2019 9:11 pm

Jimmy Justice wrote:
Sun Nov 10, 2019 9:57 am
Hi,

Thank you for your update you can now post immediately from now on.

I don't like writing what follows, but best to be honest.

You've absolutely no chance of getting your personal data deleted unless you are willing and have the cash to employ a lawyer who specialises in privacy law. We've had meetings with the Information Commission's Office and the Gambling Commission about GDPR and the gambling industry, including data retention. We also have thousands of words of communication. In J4P's opinion both regulators have no intention of upholding the full rights of UK gambling consumers in relation to privacy law. Don't ask me why, except a GC lawyer always comes up with some obscure interpretation of privacy or other law for justifying what they allow gambling companies to do.

The situation in Ireland is very different where I'm told some people have already settled out of court with gambling companies re a breach of their privacy. As far as I know this doesn't relate to data retention. I think it's inappropriate collection and analysis of personal data? If I'm correct, there is no question that the gambling companies do exactly the same in the UK (EU law, so virtually the same law by the way) and still our officialdom does zilch.

I hope this helps, but I know it doesn't really! :x

JJ
Thanks Jimmy. This is p*ss poor really. Why do they have immunity from the law? I suspect money is at the centre of this. Why introduce a set of laws and then allow companies to bypass it? They have closed my account, they refuse to state any reasons, they attempted to block me closing my account, they are refusing to delete my data saying that they are allowed to keep it due to tax evasion/money laundering concerns and yesterday although I can't prove any direct link they have suspended my mother's account with them saying that they need to speak to her, she emailled them back saying "ok call me on my home number at a certain time, neither time did they call, they then marked her telephone number as invalid when it's clearly not.

I think I'd be a lot less irked by all of this if they were just straight with me. I don't really see that I've done anything wrong really apart from having a recent run of not losing. It's not like I bet big either, my average stake is about £2, but I have to admit the thing that's really annoyed me is their cocky assertion that the law does not apply to them.

Jimmy Justice
Site Admin
Posts: 801
Joined: Wed Jan 13, 2016 9:16 am

Re: 365 Account Closure

Post by Jimmy Justice » Mon Nov 11, 2019 9:38 am

I have empathy with your frustration.

Bet365 aren't a 'corner shop', they are a huge company that generates a good profit level even after paying some of the biggest remunerations in the world to senior staff, therefore they should have to adhere to the highest levels of regulation whether it's laws or Gambling Commission licensing codes and conditions.

Of course there are attempts to 'con' their business every day by people who generate many accounts in others' names, so they do have to protect themselves, but that doesn't give them the right to treat customers in ways that don't reflect their legal obligations.

Even worse are the regulators who 'sit on the fence'. Somebody who is betting in £2 stakes isn't money laundering and is 99.99% unlikely to be committing any crime at all, so should be fully informed of why they are now unsuitable to trade with.

The best thing you can do is report your experience to the ICO and the GC, which may seem contradictory to what I've written, but what other option do you have? The more cases they hear about, hopefully the more likely they are to decide to 'do their jobs' in the future.

All the best,

JJ

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