Snail Mail & Email Opt-Out

Article Title
Snail Mail and Email Opt-Out

Category
Account Changes / Communication Preferences

General Information
Players may receive promotional emails and physical (snail mail) marketing materials. Players can request to opt out of these communications; however, certain transactional emails will always be sent and cannot be disabled.

Purpose / Objective
To guide agents in assisting players with opting out of promotional emails and snail mail campaigns.

Scenario / Use Case
A player contacts support requesting to stop receiving promotional emails or physical mail promotions.

Step-by-Step Instructions

Snail Mail Opt-Out

1. Confirm the player wants to stop receiving promotional mail.
2. Inform the player their request will be submitted.
3. Send an email to:
   • LansingSupervisors@neopollard.com
4. Use the following format:
   • Subject Line: Opt-out Further Snail Mail
   • Body: Include the player’s registered username

Promotional Email Opt-Out

1. Inform the player they can unsubscribe directly:

   • Click “Unsubscribe” at the bottom of any promotional email

2. If the player has already attempted this:

   • Advise that you will submit a request on their behalf

3. Send an email to:

   • LansingSupervisors@neopollard.com

4. Use the following format:

   • Subject Line: Opt-out Promotional Emails
   • Body: Include the player’s registered username

Important Notes:

• Players cannot opt outof transactional emails, including:
  • Responsible Gaming reminders
  • Deposit/Purchase receipts
  • Withdrawal confirmations or document requests
• Checking or unchecking the “Allow Email” box in NeoSphere does NOT unsubscribe players from promotional emails

Additional Information / Tips

• Always confirm the player’s username before submitting opt-out requests.
• Ensure the correct subject line is used for faster routing.
• Clearly explain the difference between promotional and transactional emails.

Variations / Related Questions Phrased Differently

• “How do I stop getting emails?”
• “I don’t want promotional emails anymore.”
• “How do I opt out of mail offers?”
• “Stop sending me mailers.”
• “Why am I still getting emails after unsubscribing?”

Common Issues / Troubleshooting

• Issue: Player thinks all emails can be stopped

  • Clarify that transactional emails cannot be disabled

• Issue: Player already clicked unsubscribe but still receives emails

  • Submit request via LansingSupervisors email

• Issue: Player requests snail mail opt-out

  • Ensure proper email submission with correct subject line

• Issue: NeoSphere settings control promotional emails

  •  “Allow Email” only affects system emails, not promotional subscriptions