1. Introduction
From time to time our customers may make a request to close their account.
As there are many types of account closures which are available, we must always ask the customer why they would like to close their account.
Their request could be related to an issue or experience that we may be able resolve. Alternatively, their request may also be related to an underlying SG issue, and it is important to know if this is the case.
IMPORTANT - Under no circumstances should an account be closed if safer gambling concerns have been identified. In this instance, a self-exclusion must be imposed. Please refer to relevant Self-Exclusion document for further details
For example, if a customer would like to close their account due to poor service, we should be taking the following steps:
- Fully investigate the customers query, account history/notes to try and establish if we can offer any type of service recovery/retention
- Confirm with a TL if we can offer any type of Good Will Gesture
- Reassure the customer that we ‘Value’ their custom and the account can be reopened at any time upon request
2. How to Apply a Standard Closure to an Account
2.1 Phone/Chat/Email:
IMPORTANT - If a customer is contacting us via live chat/email and the closure of the account cannot be actioned since we are still waiting for ID&V or confirmation of the reason, the account must be suspended.
- Complete ID&V with the customer – Refer to ID&V guide to do this.
- Locate customer’s account.
- Once the customer has requested for the account to be closed you should suspend the account if the contact has been ended and the customer hasn’t confirmed the reason for the closure The following note must be left within the comments when actioning the suspension:
Account Suspended – Pending Account Closure – Customer to confirm closure reason – Ticket ID
The above note must also be left on the summary section as a high priority note.
2.2 How to apply account closure on PAM:
From the Summary tab go to Category > Click the Blue Pencil icon:
After clicking the Blue Pencil Icon, you will be taken to a new page, here set the following parameters:
- Set “New Category” to CLOSED (closed)
- Select an appropriate “Reason For close” from the drop-down menu
- In “Comments” the CS Agent actioning the closure must leave the following note and include the Zendesk Ticket ID before pressing “SUBMIT”
Account Closed - Customer Request – *Reason for Closure* - Ticket ID xxxxxxxx
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The same note must be left in the summary section in PAM
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IMPORTANT - When customers choose to close their account, we can re-open it at customer’s request. Only TL’s and Managers have access to change a CLOSED (closed)/ Suspended account category.
Please refer this to a Team Leader who will assist you with the contact.
3. Internal Notes for Account Closures - Zendesk and PAM
Once we have completed the customer’s request of closing their account, we need to make sure we leave detailed notes on PAM as well as Zendesk
3.1 Zendesk Notes
When leaving notes on Zendesk the CS Agent must make sure they select the ‘Internal Note’ option and leave a clear explanation of the customer's query and their reason(s) for closure.
Example on how to leave an Internal Note on Zendesk:
4. Permanent Account Closure Requests
On occasion, customers may request to permanently close their account. It is very important that we always ask the customer the reason why, especially if the request is for a permanent closure as this could signify the request may be SG related.
The following signs may indicate that someone is having difficulties controlling their gambling. This list is not exhaustive and there may be other statements that customers use that indicate a potential gambling problem:
Signs of a potential Gambling Problem
- The customer says they have a gambling problem or addiction
- The customer seeks any sort of advice regarding help with gambling problems
- The customer indicates or specifically says they wish to stop gambling but does not know how
- The customer indicates or specifically says that they have been chasing losses on a regular basis.
- The customer shows signs of being emotionally upset when discussing gambling or their betting account
- The customer indicates or specifically says that they have lost too much money.
- The customer mentions they were under the influence of medication/alcohol/drugs when they gambled.
- The customer states that they previously had a gambling problem and we have let them continue gambling.
- The customer states they have been able to gamble but they were self-excluded
- The customer states they have been able to gamble but they have permanently closed their account in the past or with other bookmakers.
- The customer states they are a student and have gambled all of their student loan.
- The customer states they should not have been allowed to gamble because they have a mental/medical condition.
- The customer has gambled with business funds/money that does not belong to them.
- The customer states that they will harm themselves or someone else.
IMPORTANT - When you think a customer is displaying any of the above signs, please refer to a Team Leader for assistance.
When needed, follow up questions will be asked to make sure that we have a true reasoning and the above signs are ruled out when closing the account. If after further questioning we haven’t been able to ascertain whether the closure has been requested due to a gambling problem, the contact must be referred to the Safer Gambling Team.
4.1 . How to Apply a Permanent Closure to an Account
The closure will be actioned on customer’s account by following the steps in section 2.1 of this document.
IMPORTANT - If the customer declares they are experiencing a gambling problem, they must be offered a Self-exclusion. Please refer to the relevant “Self-Exclusion” article to find information on how to offer a SE.
When the customer has confirmed they would like to close their account permanently and it has been confirmed this is not due to a Gambling Problem the CS agent will close the account by clicking the Blue Pencil Icon in “Summary” and setting the following parameters:
- Set “New Category” to CLOSED (closed)
- Select an appropriate “Reason For close” from the drop-down menu
- In “Comments” the CS Agent actioning the closure must leave the following note and include the Zendesk Ticket ID before pressing “SUBMIT”
Account Closed – Permanent Closure Request – *Reason for Closure* - Ticket ID xxxxxxxx
The above note (High Priority) must also be left in the Summary Section on PAM indicating the customer has requested a Permanent closure of their account:
IMPORTANT – When a customer requests a permanent account closure, this cannot be reversed and the account will remain closed. Kindly decline any reactivation attempt where the closure request was permanent.
5. Internal Notes for Permanent Account Closures - Zendesk
Once we have completed the customer’s request of closing their account, we need to make sure we leave detailed notes on PAM as well as Zendesk
5.1 Zendesk Notes
When leaving notes on Zendesk the CS Agent must make sure they select the ‘Internal Note’ option and leave a clear explanation of the customer's query and their reason(s) for closure.
Example on how to leave an Internal Note on Zendesk: