So my account got deleted! all the info inside!

[ranieroprov]

Hello everyone, my stake username is ranieroprov, some of you might have seen me through sport chat and trought english chat, and today i want to share with you what happened with the support!

I will copy the text mail from mail, just hiding my own mail address in order to a) not share my personal info and b) do not share my personal info xD, coz it will be against forum rules i think.

Long story short:

I wanted my kyc to be removed, because i knda changed my idea on our private data are treated (not on stake particular tho, but in general).

So let's move on and start, p.s it will be a very very long conversation i dont know how many of you will reach the end but whatever i just want to share this experience so nobody will be decived in that way.

1)On Tue, Nov 2, 2021 at 02:39 PM, "MY name" <[email protected]> wrote:

Hello as stated in tos of stake point 9.

You can request to have your personal data deleted if Stake.com no longer have a legal reason to continue to process or store it. Please note that this right is not guaranteed - in the sense that Stake.com do not have the ability to comply with your request if it is subject to a legal obligation to store your data. You can request the deletion of your personal data by sending an email to [email protected].

I kindly ask that my personal data would be erased from your database.

I kindly ask a prove that act as been taken in right of be.

I ll wait answer for that, take care.

2) On Tue, Nov 2, 2021 at 02:43 PM, "support" <[email protected]> wrote:

Hey there, ranie,

Feel free to request Self-exclusion here:

https://stake.com/settings/preferences

Please read our Self-exclusion policy for further explanation: https://stake.com/policies/selfExclusion .

After you choose your account to be permanently banned we will remove your information.

3) me: 

After you choose your account to be permanently banned we will remove your information.

Exucse me, where is written that i have to start that process? I did read quite carefully about the whole privacy point offered on website.

None of them are remotely connected to a self exclusion process.

4) support: 

Hey again ranie,

We can delete your KYC documentation, if you are referring to that?

5)me: 

Start with deleting that, and prove me that it's deleted within law time (30 days according to GDPR 28/05/2018)

After that i will gladly advance my complaint about deleting the whole account, Always according to EU regumlation law.

6) support - support number 2 came into conversation- 

Do you still request to delete all your data related to this account?


7)me: 

I confirm that:

I request that all my private data, attached to that account, will be erased from your database.

8 ) support : 

We have deleted all your data.

We will only keep data that is mandatory by law.
 

9) me: 

We will only keep data that is mandatory by law.

Do you mind expande wich data is mandatory by law?

10) support

Of course,

We are obligated to keep certain data, and that part is run by our legal team. You can check what law is in charge for this, under section 12.of our ToS:

https://stake.com/policies/terms

11)  me:

oh okay, i see the 12th point, i was in the wrong section.

Now you can explain me why im chat restricted and unable to place bets?  ( Here the things gets intersting)

12) support:

When you request to delete all data, all data is deleted, including your account details, and everything that we are not obligated by law to keep, which means that account itself is disabled. You cannot access account anymore since it's also removed from our database.

13) me

Okay, that was meant to be a kyc delete but it's allright thanks for the help i suppose..

14) support:

By requesting to delete all personal data we do delete everything which is not mandatory to keep, including account, stats, and other stuff like that.

Best of luck in the future!

15) me: 

Yes i've seen that. Have a great one Take care.

And i guess the process is not reversible right? just to make myself sleep in peace and that's it. Even tho it was quite clear that i was looking for personal data removal, not the whole thing. But whatever is my bad so, just let me know if the process is reversible or not. Thanks again.

16) support

Once you request personal data deletion, as you were, and I asked you to confirm it, and you did, we are obligated to remove all data as per your request. This process is irreversible and we cannot recover deleted data.


17) me:

okay. Thanks for clarification, Even tho data are still visible to other user? I will have full deletion during the 30 days like law says?

18)  support:

Deletion should be instant and other user can only see most recent data, like a picture only if they search for your username, since due to our privacy policy we cannot show or point anyone else that you have requested a deletion of your data. So only your username will appear and stats held at the moment you requested deletion of your data.

19)me

still the account can receive tips. When it will be blocked aswell? Coz i dont' think it should be able to receive anything if the account is actually deleted from ur database, wich i hardly believe it

20) support:

Read my last reply please, as everything is explained there. For example tip can be sent, since we are obligated by law to keep data that account was once created, and existed on our site. Tip can be sent, but not received.

21) me: 

For example tip can be sent, since we are obligated by law to keep data that account was once created, and existed on our site. Tip can be sent, but not received.

Well that' my account must be magic, coz i just received a tip imagine..

22) support:

This is simple, you have a session active, but you are unable to do anything, since all unneeded stuff is deleted, try for example to place bets or something like that. Once you log out you will lose session and you will not be able to enter again.
Like explained in one of previous messages, you can now check your account only as photo, you can browse few sections, but nothing more, and for example you can check Verification section, your documents are not there anymore.

23) me  : 

Does stake has a law department or all has to be done from support? Coz what ur saying is making 0 sense

24) support:

Yes, Stake has law department but they can be reached only if you charge a legal complaint against us.
Try to log out from your account from all logged in devices, try to log back in, you will see it is pointless, that should be one of the proofs you're asking.

25) me:

5 Management of your Personal Information
Stake.com will take all reasonable steps to ensure that the Personal Information which it collects, uses or discloses is correct and is stored in a secure environment which is accessed only by authorised persons. We store the personal information we receive as described in this Privacy Policy for as long as you use our Services or as necessary to fulfill the purpose(s) for which it was collected, provide our Services, resolve disputes, establish legal defenses, conduct audits, pursue legitimate business purposes, enforce our agreements, and comply with applicable laws.
Stake.com will destroy or permanently de-identify the Personal Information we hold when it is no longer required for any purpose permitted under the APPs including our legal or operational obligations.

 

Furthermore my confirmation stated in the mail was:

I request that all my private data.

Aka Name / surname / id and blabla.

How in the hearth has that do deal with suspension of my account (even tho you claimed that was deleted from db, wich is clearly not true, or atleast it's not deleted yet. I even asked eddie wich should be somewhat sort of admin, And he confirmed me that stake account cannot be deleted so...)

And the account is logged out of any device. I m receiving tips and screenshot from friends that my account can still receive tips, and still is shown in stake. So please stop telling me that...And Also im seeing some similiar case even on BTT / stake forum where stunna was able to restore the account...so again dont tell just things randomly... And if that's the case i want ofc to talk with law departament. It's quite Written on stone "PRIVATE DATA" wich is imposed to be refered to privacy, even _number1_SUPPORT asked me if i was refering to KYC, and i said YES. so you has quite low point, apart deceiving...

26) support:

Read one of my first answers please, we have deleted all data, which we are not obligated by law to keep.

27) me:

Read my answer then PRIVACY DATA!

28) support)

That is also deleted, as well as other data related.

29)me 

Ehm, how privacy data, AS I WELL TYPED so itt's not even i typed Private data, i typed PRIVACY. How it become a "permaban on my account"?

30) support:

Can you please check again, here is what you wrote: ( then he attached the screenshoot of our previous convo, i will type it)

"i kindly ask tthat my personal data would be erased from your database.

after this i asked you once again to confirm:

"hello there, do you still requeste to delete all your data related to this account? Kind regards!

After this question you have replied:

"i confrim that : i request that al my private data attached to that account will be erased form your database."

we have fullfilled your requested and deleted data.

31) me : 

I hope you can clearly see that i typed PRIVACY, "privacy not private"? You can cclearly see even mara said me about deleting kyc? you can clearly see i typed start with that?

If u can't i resume that to you:

yes that's in law is called fault and pre-action, where i type something and u type something else very very close to w.e a part typed.

It could be a missunderstanding or w.e, it's not what i asked on first place and u has a action, then i confrimed what u typed (in a very deceiving and subtle way to be honest)

and you has a pre action.

So we can stay here all day trying to see who has bigger penis, or you could gently give me the law department mail, where i will forward anything and get things solved within a reasonable amount of time.

32) support: 

I am sorry but I will need to ask you to sustain from using such language here, as we are not obligated to reply or assist users with such behavior.
What you have typed is exactly what is shown on screenshots I have attached, so there is no doubt about that.

33) me : 

so explain me how privacy data, is connected to betting account?

and sorry for that Verbal harassament, it wanted to be an icebreaker, and not a sort of verbal abuse.

34) support:

In good manner, I will try to explain once again.
As shown on screenshots, I asked, and you have confirmed deletion of personal ( private ) data.
Please check our policy, and there is described in short what we do consider personal data:

(screenshot uploaded) https://stake.com/policies/privacy

From the screenshot above, you can clearly see that we threat as personal info, and that info is deleted now ( except of course that part we are obligated to keep ).

I hope this will help you to understand better.

Kind regards!


35) me:

Name = okay

mail = okay (i guess u keep that for law)

Personally preference okay Stored locally

Date of birth, country, phis adress, id number, governe id..locadion data = KYC ok

Location data , keep them

Device information okay.

Ip adress okay.

NOW u see in all of above data anything that has to do with The account itself??

OR anything attacheed to being excluded from the casino?

Sorry but there is not. And if there is a right connection to it, please pount it out, coz i cannot see it

36) support: 

Of course, I will gladly explain, it should be simple, as you can see there is a statement about "Personally Submitted Preferences" which includes your actions, because it's your personal choice what games you played, which coin you used, what you typed in chat, as we keep logs of all of that as your personal ones.
"Data input during account registration processes" would be your account credentials, which is also considered personal data, and it really is.
And of course, account itself can be used only as personal account, as explained in our ToS, chapter 5:
"PERSONAL USE. The Service is intended solely for the User’s personal use. The User is only allowed to wager for his/her personal entertainment."

37) me

Okay. How deleting w.e data is possible will affect me from doing my bets on my account? I did not ask you to delete / or better said exclude my account from casino!

That's the whole point. I wanted my data deleted but ofc my account also working...Also dont tell me my account is deleted when it's not. You almost got me an heart attack (wich in the tos wont be your responsability tho ahhaa XD)

Just reactivate the account. Or tell me what to do to reactivate that. Or since you want to be me to admit that i asked for my account deletion just show me at any given point where i typed that.

I was / still asking to remove my (possible by law) private data.

Explain me how removing my name / ip / stored preference can lead into a casino exclusion, FURTHERMORE without advising your customer.

That's just senseless. Not counting that if you deleted my whole account that will be AGAINST any sort of regulation to prevent money laundery. So please tell me what's happened and what / who to contact to have the account enabled again.

A simple "ask eddie tomorrow when he wakes up" will be enough.

But I DO NOT accept that my account is "deleted" coz i wanted my data (name etc all of the 12th point) deleted.

38) support:

You have asked to delete private data, I have asked you to confirm, you have confirmed.
That is done per your request.
There is nothing more we can do.

39) me

ol....any of the point of private data wont affeect the account! also it's well written u have to save login and registration data so..

"You have asked to delete private data, I have asked you to confirm, you have confirmed.
That is done per your request.
There is nothing more we can do."

You deleted the whole account lol...not the "private data" only

40 ) support:

Please take some time to read one of my previous replies where is explained what we consider personal data.

Kind regards!

41) me: 

yes i read it. now do the same, Go back and read where i asked u to disable my account?

42) support:

silent mode activation. 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

i know it's long, but it's quite worth the time invested to read it all through the end.

[limbowhore]

Wtf ranie ... i was wondering why you disappeared 

Hope youll get it back

[ranieroprov]

Hey limbo, Well I can say a very BIG BIG THANKS to eddie. Wich helped me to restore my account. (now again working).

BUT i have to say a BIG BIG BUHHHH to the support that make me waste (and he wasted aswell) 5 hour or more trying to convince me that my account was deleted, when clearly it wasnt.

Also if u read the conversation...holy moly..i think it was quite direct that i was looking for my kyc data removal...Not even sure how he decided/intended / understood that i was willing to delete my whole account.

I guess that's the problem of both not being english native speaker...missunderstanding can and will always happens...BUT it's how the thing goes managed after that happens it's what matter the most imho.

But whatever, everything is done, life goes on, my account is alive and working.

Big Big shoutout to the best man Eddie.

He literally fixed it in a matters of minute....

I will not delete this post, just because others people could encounter my same drama i lived yesterday afternoon.....

Thanks again  Eddie.

Thanks for stake friends that supported me trough another communication platform during the process.

[Tristan]

Hey man,

Super sorry about the experience you had, but Im glad everything was resolved for you! Best of luck with everything 

[ranieroprov]

11 minutes ago, Tristan said:

Hey man,

Super sorry about the experience you had, but Im glad everything was resolved for you! Best of luck with everything 

Let's pretend nothing ahppend, and we move on.

I m not sure if forum admin is in stricht contact with support, But if that's the case, I d love to suggest that: to read better what a customer type, OR (like in my case) if the thing written isnt clear, atleast to explain more what will happens..I mean deciding to delete (as support said my account was deleted, wich was not the case but w.e) an account of any magnitude it's quite savage....I guess for many achieving p3 isnt a big deal, for me it was 2 years of grinding, ripping, winning, rollercoasting... With all the joy and pain wich gamble can offer :)...See me getting deleted for a thing like that it was quite bad...Not gonna lie, i didnt sleep at all tonight 'coz i was worried that it was gone forever....

But again a big shoutout goes to the stake's face eddie! that helped me to get this thing solved in a positive way. It mean a lot for me. Best of luck to you aswell Tristan, and thanks for taking time to read the whole bible i writed

[iamback1992]

My unbiased opinion :

This is truly the support staff's fault. 

The user specifically asked to delete personal information and kyc documents NOT the whole account .

The support thought he is asking for " self exclusion " and a permanent ban from the casino. Which is absurd because the user has NEVER "I no longer wanted to be a stake user" 

[Gwapolang]

Hope you'll recover ur acc mate

[ranieroprov]

2 hours ago, Gwapolang said:

Hope you'll recover ur acc mate

After a while, my account was totally restored. Cheer

[amniasti]

gl then broo

 

[vojtech5]

You have to be bit more understanding. The support actually did quite a good job. You should see other companies with this. This whole GDPR is still a mess and their is so many mistakes in the law itself and so many misconceptions that are actually false. İ am glad that you got your account back.

[mementomori]

I'm glad that this story had a happy ending after all

[ranieroprov]

3 hours ago, vojtech5 said:

You have to be bit more understanding. The support actually did quite a good job. You should see other companies with this. This whole GDPR is still a mess and their is so many mistakes in the law itself and so many misconceptions that are actually false. İ am glad that you got your account back.

First of all, thank you for taking the time for reading the subject and for commenting. 

 

"You have to be bit more understanding. The support actually did quite a good job.

Yes and no.

the GDPR (at least for what regard European Union is pretty straightforward, https://ec.europa.eu/ you can read it all there if you interested).

And yes the company did very fast time wise, in the other hand I m still trying to understand how asking for privacy data deletion can lead into an account prohibition... That's the whole point of the history, but anyways i do not want to bring to that any more attention. I genuinely wanted only to show the chat to the public to have a confront with others people thought.

Best of luck in your bets!

[WE5TCOA5T]

8 hours ago, iamback1992 said:

 

@ranieroprovglad you were able to get your account reactivated! I had a question the other day about my stats, cuz my wins+losses weren't = to my total bets so I messaged support... And the response I got was that it had to do with crypto fluctuations, followed by my use of a VPN causing stats to not be right, before finally getting a viable answer lol... 🙈🤔

 🙊🙈🤔 In the end I pointed out that either what I was saying was not being explained correctly or it was just being misunderstood, cuz none of what I was being told had anything to do with what I was asking.. but that it wasnt a huge deal, I just wanted to know my win percentage for each and noticed the numbers weren't adding up... Almost instantly, I was told that they could provide an over all profit/loss for each coin, to find which coin was "my luckiest".... Which would have answered my question 💯 in the first place😂😅

Basically I'm just tryna show/say that it seems like there's often a language barrier/gap in situations like mine or even yours, in a sense that if certain keywords aren't used by one or the other, the conversation can end up taking a totally different direction, and not always a positive one..

I think maybe if support(&mods too) slowed down just a little, and realized that there is always that margin of error, always a chance that the way they're interpreting what's been said in a way it wasn't meant to be... Situations like these would prolly have much smoother processes and overall more positive results 😅 

At the same time we also have to do the same, even when we're frustrated and all that, they're literally here to help, it's just counterproductive to get angry and start making even less sense than before cuz then not only will we be misunderstood, but they'll be less likely to want to help past that. Ha😂

(I rambled, been deprived of chat conversation lately Soo .. I apologize in advance for whoever ends up reading ^^ all of that rofllll) 🙊🥰💚

[ranieroprov]

4 hours ago, WE5TCOA5T said:

@ranieroprovglad you were able to get your account reactivated! I had a question the other day about my stats, cuz my wins+losses weren't = to my total bets so I messaged support... And the response I got was that it had to do with crypto fluctuations, followed by my use of a VPN causing stats to not be right, before finally getting a viable answer lol... 🙈🤔

 🙊🙈🤔 In the end I pointed out that either what I was saying was not being explained correctly or it was just being misunderstood, cuz none of what I was being told had anything to do with what I was asking.. but that it wasnt a huge deal, I just wanted to know my win percentage for each and noticed the numbers weren't adding up... Almost instantly, I was told that they could provide an over all profit/loss for each coin, to find which coin was "my luckiest".... Which would have answered my question 💯 in the first place😂😅

Basically I'm just tryna show/say that it seems like there's often a language barrier/gap in situations like mine or even yours, in a sense that if certain keywords aren't used by one or the other, the conversation can end up taking a totally different direction, and not always a positive one..

I think maybe if support(&mods too) slowed down just a little, and realized that there is always that margin of error, always a chance that the way they're interpreting what's been said in a way it wasn't meant to be... Situations like these would prolly have much smoother processes and overall more positive results 😅 

At the same time we also have to do the same, even when we're frustrated and all that, they're literally here to help, it's just counterproductive to get angry and start making even less sense than before cuz then not only will we be misunderstood, but they'll be less likely to want to help past that. Ha😂

(I rambled, been deprived of chat conversation lately Soo .. I apologize in advance for whoever ends up reading ^^ all of that rofllll) 🙊🥰💚

It's always nice to read others player experience.

And i agree with you language gap it's always a problem when user (like me) are not using their native language...I try my best to type in english, but hey it's passed like 15 years since i studied it hehe XD

Anyways overall no harm was done, everything is restored and rolling properly :=)

 

[mw3kinq]

shit buddy they killed ur account lul

[Tarrterr]

7 hours ago, WE5TCOA5T said:

Basically I'm just tryna show/say that it seems like there's often a language barrier/gap in situations like mine or even yours, in a sense that if certain keywords aren't used by one or the other, the conversation can end up taking a totally different direction, and not always a positive one..

Completely agreed, support always tells us to read what they said again, but never do so themselves.

 

1 time I contacted them about randomly banning my account with money on it, i asked for unban or at least the money back.

They said they wont tell me why I'm banned because I know what I did (still don't). I asked if they think it's fine to keep all my money, to which they replied by telling me nobody took my money, it's still mine and in my account.

I asked if I could withdraw it then, and they said no because my account is banned.

This went back and forth for a while with me saying if I can't access the money, I don't have it, if they say they don't own it either, then who does? And they keep telling me to read their replies, that "nobody took your money, you still have it"

 

 

[Diggaxd]

was a long one to read but congrats that u got it back

[WE5TCOA5T]

9 hours ago, Tarrterr said:

Completely agreed, support always tells us to read what they said again, but never do so themselves.

 

1 time I contacted them about randomly banning my account with money on it, i asked for unban or at least the money back.

They said they wont tell me why I'm banned because I know what I did (still don't). I asked if they think it's fine to keep all my money, to which they replied by telling me nobody took my money, it's still mine and in my account.

I asked if I could withdraw it then, and they said no because my account is banned.

This went back and forth for a while with me saying if I can't access the money, I don't have it, if they say they don't own it either, then who does? And they keep telling me to read their replies, that "nobody took your money, you still have it"

 

 

Did you ever get that figured out..? Or at least get the money off..? Hopefully it wasn't too much of a loss if not.