Request to Remove Information

Article Title

Request to Remove Information

Category
Deposit and Bonus / Account & Payment Management

General Information

Players may request removal of either:

• Personal Information (PII) (name, address, SSN/SIN, etc.)
• Payment Information (cards, PayPal, bank methods, etc.)

⚠️ Important:

• Personal information cannot be deleted while the account remains active
• Payment information cannot be permanently deleted, but it can be removed from view or blocked from use

Purpose / Objective

To guide agents in properly handling requests to remove personal or payment information while maintaining compliance with audit and regulatory requirements.

Scenario / Use Case

A player requests:

• Removal of personal information
• Removal of payment method(s)
• Permanent deletion of account or data

Handling Personal Information Requests

Player Request

“I want my personal information removed from the site.”

Agent Action

1. Inform the player:

   • The only option is to close/disable the account

2. If player agrees:

   • Follow the Disable Account Request protocol

Key Rule

• Personal information is retained for audit and tax purposes
• Account closure prevents access but does not fully erase records

Handling Payment Information Requests

Step 1: Identify Payment Method

• Ask:
  • Is it a credit/debit card or another payment method?

Credit / Debit Cards

Players can self-remove saved cards:

Steps for Player:

1. Go to Deposit or Checkout
2. Locate saved payment methods
3. Click the trash icon
4. Confirm removal

Subscription Restriction

If player cannot remove card:

• Cause:
  • Method is tied to an active subscription

Resolution:

• Player must:
  • Go to My Account > Subscriptions
  • Update payment method first

Removing Other Payment Methods

If player requests removal of:

• PayPal
• ACH / Bank
• Other methods

? These must be blocked via Compliance

Process

1. Confirm player request

2. Verify:

   • Payment type
   • Last 4 digits (if applicable)

3. Inform player:

   • Method will be blocked from use

4. Escalate to Compliance

Key Rules

• Payment methods:

  • Cannot be deleted permanently
  • Can only be hidden or blocked

• Personal information:

  • Requires account closure

Rebuttals (Approved Responses)

“Will this permanently delete it?”

“We are required to retain this information for audit and tax purposes. However, we can block it so it no longer appears or can be used.”

“I want it completely removed”

“I understand your concern. The only way to fully restrict access is to close your account so no one can access it.”

“I want my account open but remove payment info”

“I can request that the payment method be blocked so it can no longer be used on your account.”

Frustrated Player Response

“I understand your frustration. Due to regulations, we must retain this information, but I can block it from use or help close your account if preferred.”

Additional Information / Tips

• Always confirm player intent clearly
• Never promise full deletion of stored records
• Use empathetic language for security concerns
• Always verify details before escalating

Variations / Related Questions

• “How do I delete my card?”
• “Can you remove my personal details?”
• “Can I erase my account?”
• “Why can’t you delete my information?”

Common Issues / Troubleshooting

• Issue: Card won’t delete

  • Check for subscription link

• Issue: Player insists on deletion

  • Offer account closure

• Issue: Multiple payment methods

  • Clarify which one to block

Case Logging Requirements

Payment Method Removal (Self-Service or Assisted)

• Owner: Support
• Category: Deposit and Bonus
• Subcategory: Other (description required)
• Subject: Change Payment Method
• Resolved: Yes

Payment Method Block Request (Escalation)

• Owner: Compliance
• Category: Deposit and Bonus
• Subcategory: Other (description required)
• Subject: Block (PM) XXXX / Block PayPal
• Resolved: No

Suggested Case Logging Notes

• Player requested removal of personal information → advised account closure
• Player requested card removal → guided to self-service steps
• Player requested payment method removal → escalated to block method

Example:
“Player requested removal of payment method. Verified last 4 digits XXXX. Player agreed to block method. Escalated to Compliance.”