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Date: Sat, 31 Aug 2013 14:44:56 +0530 (IST)
From: "E. Ganin" <ganin@lsmindia.com>
To: Ishan Kankarwal <ishan@lsmindia.com>, "Kim B. Protacio" <kim@lsmindia.com>, 
	"Sanjay K. Sharma" <sanjayk@lsmindia.com>, rahulkumar@lsmindia.com, 
	Rajiv Prabhakar <rajiv@lsmindia.com>, 
	Kachuirin Vashi <kachuirin@lsmindia.com>, 
	Gaurav Matpal <gaurav@lsmindia.com>, 
	Emelyn Dunan <emelyn@lsmindia.com>, 
	romesh singh <romesh@lsmindia.com>, 
	"Surya Prakash. Tiwari" <surya@lsmindia.com>, 
	M ramananda <ramananda@lsmindia.com>, 
	Esther Manabit <esther@lsmindia.com>
Cc: Deeksha Dadu <deeksha@lsmindia.com>
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Subject: PKR Chat Audit - LTK11153012908639X
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Hi Rahul, 

Just a note on this chat, you can always send an email to the player after his account is closed. 

I really don't understand why you can't or won't send an email confirming his account closure. 

:Let me know ASAP if you don't know how to email. 

Do you want to send an email informing account closure? 

you: thank you, I will receive an email to confirm this? 
Rosalyn: you won't get an email about this 
Rosalyn: buyt it will be done in some few hours 
Rosalyn: you can check it by login in your account 
you: if my account is being deleted how can i check by login to my account? 
Rosalyn: if you won't be getting logged in that means your account is no longer with us .. 
you: ok 
Rosalyn: it is quite simple .. 
Rosalyn: Is there anything else I can help you with? 

info: Hello! My name is Rosalyn. How may I assist you today? 
info: Your Issue ID for this chat is LTK11153012908639X 
Rosalyn: Hello 
Rosalyn: How may I help you today ? 
you: I haven't played for a while, and I have moved house since I last moved. Do I need to update my address to play again? 
you: Moved house since I last played, that should have been 
Rosalyn: May I ask your username please? 
you: mg1721 
Rosalyn: Thank you 
Rosalyn: One moment please... 
Rosalyn: To be able to assist you, for security reasons, please confirm the following information: 
1. Your date of birth 
2. The first line of your home address 
3. The answer to the following question: 
Rosalyn: What was the street name of the first house you lived in? 
you: 21/04/83 
you: Which address, my current one or my old one? 
Rosalyn: old one please........ 
you: 10 Hillberry Lakes 
Rosalyn: which is registered with us 
you: Greystone Road 
Rosalyn: thanks a lot 
Rosalyn: May I know whether you have changed your city also ? 
you: yes 
Rosalyn: if you want to play you can play without any problem 
Rosalyn: But in future you might need to update your address 
Rosalyn: and in order to update your address you need to provide us some documents 
you: documents? 
Rosalyn: we will need copies of some documents as proof of your details. Please can you access this link, for details on what documents we need: 

Click here for documents information 
Rosalyn: yes it is the need of our game licensor 
you: that seems a bit odd 
you: like a scam tbh 
Rosalyn: I am very sorry if you feel like this 
Rosalyn: but we need to verify our players account 
Rosalyn: So we ask documents from them 
you: i would have thought the personal information above would have done that, even my bank doesn't ask me to send them documents 
Rosalyn: I can understand this 
you: maybe i should just close my account 
you: can you do that now? 
Rosalyn: It is very unfortunate to hear it from you 
Rosalyn: Again I request you to plaese send us the required documents 
you: what to close my account?? 
Rosalyn: I mean in order to update to your address .... 
you: nah i'll just start using another site 
you: poker is poker, please close my account and delete my details 
Rosalyn: One moment please... 
you: i'm not sending any 'documents' or personal details to a random website/email address 
Rosalyn: I can assure you the documents are safe with us. 
Rosalyn: for your security Also, only approved members of the security team are able to view the documents 
you: yeah, great, that's very convincing 
Rosalyn: I can understand it is inconvenient as well to have to send them, but we are required to ask for these by our license agreement, and this is standard practice at almost every online poker room. 
you: Look, you're just annoying me now, please close my account and delete my details from your records 
Rosalyn: Okay.. no problem 
Rosalyn: Please allow me a couple of minutes as my manager will close your account .. 
Rosalyn: Thanks for your time .. 
Rosalyn: I have forwarded it to them 
Rosalyn: they will close your account shortly 
you: thank you, I will receive an email to confirm this? 
Rosalyn: you won't get an email about this 
Rosalyn: buyt it will be done in some few hours 
Rosalyn: you can check it by login in your account 
you: if my account is being deleted how can i check by login to my account? 
Rosalyn: if you won't be getting logged in that means your account is no longer with us .. 
you: ok 
Rosalyn: it is quite simple .. 
Rosalyn: Is there anything else I can help you with? 


with regards, 
Ganin 


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<html><head><style type='text/css'>p { margin: 0; }</style></head><body><div style='font-family: Times New Roman; font-size: 12pt; color: #000000'>Hi Rahul,<br><br>Just a note on this chat, you can always send an email to the player after his account is closed. <br><br>I really don't understand why you can't or won't send an email confirming his account closure.<br><br>:Let me know ASAP if you don't know how to email.<br><br>Do you want to send an email informing account closure?<br><br><font color="#000066" face="Verdana,Geneva,Arial" size="2"><span style="font-size:10pt;"><font color="#000066" face="Verdana,Geneva,Arial" size="1"><span style="font-size:8pt;"><font style="background-color: rgb(255, 255, 102);" color="blue"><b>you:</b></font><font style="background-color: rgb(255, 255, 102);" color="red"> thank you, I will receive an email to confirm this?</font><br style="background-color: rgb(255, 255, 102);">

<font style="background-color: rgb(255, 255, 102);" color="blue"><b>Rosalyn:</b></font><span style="background-color: rgb(255, 255, 102);"> you won't get an email about this </span><br style="background-color: rgb(255, 255, 102);">

<font style="background-color: rgb(255, 255, 102);" color="blue"><b>Rosalyn:</b></font><span style="background-color: rgb(255, 255, 102);"> buyt it will be done in some few hours </span><br style="background-color: rgb(255, 255, 102);">

<font style="background-color: rgb(255, 255, 102);" color="blue"><b>Rosalyn:</b></font><span style="background-color: rgb(255, 255, 102);"> you can check it by login in your account </span><br style="background-color: rgb(255, 255, 102);">

<font style="background-color: rgb(255, 255, 102);" color="blue"><b>you:</b></font><font style="background-color: rgb(255, 255, 102);" color="red"> if my account is being deleted how can i check by login to my account?</font><br style="background-color: rgb(255, 255, 102);">

<font style="background-color: rgb(255, 255, 102);" color="blue"><b>Rosalyn:</b></font><span style="background-color: rgb(255, 255, 102);"> if you won't be getting logged in that means your account is no longer with us ..</span><br style="background-color: rgb(255, 255, 102);">

<font style="background-color: rgb(255, 255, 102);" color="blue"><b>you:</b></font><font style="background-color: rgb(255, 255, 102);" color="red"> ok</font><br style="background-color: rgb(255, 255, 102);">

<font style="background-color: rgb(255, 255, 102);" color="blue"><b>Rosalyn:</b></font><span style="background-color: rgb(255, 255, 102);"> it is quite simple ..</span><br style="background-color: rgb(255, 255, 102);">

<font style="background-color: rgb(255, 255, 102);" color="blue"><b>Rosalyn:</b></font><span style="background-color: rgb(255, 255, 102);"> Is there anything else I can help you with?</span></span></font></span></font><br><br><font color="#000066" face="Verdana,Geneva,Arial" size="2"><span style="font-size:10pt;"><font color="#000066" face="Verdana,Geneva,Arial" size="1"><span style="font-size:8pt;"><font color="green"><b>info:</b></font><font color="green"> </font><font color="black"><b>Hello! My name is Rosalyn. How may I assist you today?</b></font><br>

<font color="green"><b>info:</b></font><font color="green"> Your Issue ID for this chat is LTK11153012908639X</font><br>

<font color="blue"><b>Rosalyn:</b></font> Hello<br>

<font color="blue"><b>Rosalyn:</b></font> How may I help you today ?<br>

<font color="blue"><b>you:</b></font><font color="red"> I haven't played for a while, and I have moved house since I last moved. Do I need to update my address to play again?</font><br>

<font color="blue"><b>you:</b></font><font color="red"> Moved house since I last played, that should have been</font><br>

<font color="blue"><b>Rosalyn:</b></font> May I ask your username please?<br>

<font color="blue"><b>you:</b></font><font color="red"> mg1721</font><br>

<font color="blue"><b>Rosalyn:</b></font> Thank you <br>

<font color="blue"><b>Rosalyn:</b></font> One moment please...<br>

<font color="blue"><b>Rosalyn:</b></font> To be able to assist you, for security reasons, please confirm the following information:<br>

1. Your date of birth <br>

2. The first line of your home address <br>

3. The answer to the following question:<br>

<font color="blue"><b>Rosalyn:</b></font> What was the street name of the first house you lived in?<br>

<font color="blue"><b>you:</b></font><font color="red"> 21/04/83</font><br>

<font color="blue"><b>you:</b></font><font color="red"> Which address, my current one or my old one?</font><br>

<font color="blue"><b>Rosalyn:</b></font> old one please........<br>

<font color="blue"><b>you:</b></font><font color="red"> 10 Hillberry Lakes</font><br>

<font color="blue"><b>Rosalyn:</b></font> which is registered with us <br>

<font color="blue"><b>you:</b></font><font color="red"> Greystone Road</font><br>

<font color="blue"><b>Rosalyn:</b></font> thanks a lot <br>

<font color="blue"><b>Rosalyn:</b></font> May I know whether you have changed your city also ?<br>

<font color="blue"><b>you:</b></font><font color="red"> yes</font><br>

<font color="blue"><b>Rosalyn:</b></font> if you want to play you can play without any problem <br>

<font color="blue"><b>Rosalyn:</b></font> But in future you might need to update your address <br>

<font color="blue"><b>Rosalyn:</b></font> and in order to update your address you need to provide us some documents <br>

<font color="blue"><b>you:</b></font><font color="red"> documents?</font><br>

<font color="blue"><b>Rosalyn:</b></font> we will need copies of some 
documents as proof of your details. Please can you access this link, for
 details on what documents we need:<br>

<br>

<a href="http://www.pkr.com/en/support/anna/citychange" target="_blank">Click here for documents information</a><br>

<font color="blue"><b>Rosalyn:</b></font> yes it is the need of our game licensor <br>

<font color="blue"><b>you:</b></font><font color="red"> that seems a bit odd</font><br>

<font color="blue"><b>you:</b></font><font color="red"> like a scam tbh</font><br>

<font color="blue"><b>Rosalyn:</b></font> I am very sorry if you feel like this <br>

<font color="blue"><b>Rosalyn:</b></font> but we need to verify our players account <br>

<font color="blue"><b>Rosalyn:</b></font> So we ask documents from them <br>

<font color="blue"><b>you:</b></font><font color="red"> i would have thought the personal information above would have done that, even my bank doesn't ask me to send them documents</font><br>

<font color="blue"><b>Rosalyn:</b></font> I can understand this <br>

<font color="blue"><b>you:</b></font><font color="red"> maybe i should just close my account</font><br>

<font color="blue"><b>you:</b></font><font color="red"> can you do that now?</font><br>

<font color="blue"><b>Rosalyn:</b></font> It is very unfortunate to hear it from you <br>

<font color="blue"><b>Rosalyn:</b></font> Again I request you to plaese send us the required documents <br>

<font color="blue"><b>you:</b></font><font color="red"> what to close my account??</font><br>

<font color="blue"><b>Rosalyn:</b></font> I mean in order to update to your address ....<br>

<font color="blue"><b>you:</b></font><font color="red"> nah i'll just start using another site</font><br>

<font color="blue"><b>you:</b></font><font color="red"> poker is poker, please close my account and delete my details</font><br>

<font color="blue"><b>Rosalyn:</b></font> One moment please...<br>

<font color="blue"><b>you:</b></font><font color="red"> i'm not sending any 'documents' or personal details to a random website/email address</font><br>

<font color="blue"><b>Rosalyn:</b></font> I can assure you the documents are safe with us.<br>

<font color="blue"><b>Rosalyn:</b></font> for your security Also, only approved members of the security team are able to view the documents<br>

<font color="blue"><b>you:</b></font><font color="red"> yeah, great, that's very convincing</font><br>

<font color="blue"><b>Rosalyn:</b></font> I can understand it is 
inconvenient as well to have to send them, but we are required to ask 
for these by our license agreement, and this is standard practice at 
almost every online poker room.<br>

<font color="blue"><b>you:</b></font><font color="red"> Look, you're just annoying me now, please close my account and delete my details from your records</font><br>

<font color="blue"><b>Rosalyn:</b></font> Okay.. no problem <br>

<font color="blue"><b>Rosalyn:</b></font> Please allow me a couple of minutes as my manager will close your account ..<br>

<font color="blue"><b>Rosalyn:</b></font> Thanks for your time ..<br>

<font color="blue"><b>Rosalyn:</b></font> I have forwarded it to them <br>

<font color="blue"><b>Rosalyn:</b></font> they will close your account shortly <br>

<font style="background-color: rgb(255, 255, 102);" color="blue"><b>you:</b></font><font style="background-color: rgb(255, 255, 102);" color="red"> thank you, I will receive an email to confirm this?</font><br style="background-color: rgb(255, 255, 102);">

<font style="background-color: rgb(255, 255, 102);" color="blue"><b>Rosalyn:</b></font><span style="background-color: rgb(255, 255, 102);"> you won't get an email about this </span><br style="background-color: rgb(255, 255, 102);">

<font style="background-color: rgb(255, 255, 102);" color="blue"><b>Rosalyn:</b></font><span style="background-color: rgb(255, 255, 102);"> buyt it will be done in some few hours </span><br style="background-color: rgb(255, 255, 102);">

<font style="background-color: rgb(255, 255, 102);" color="blue"><b>Rosalyn:</b></font><span style="background-color: rgb(255, 255, 102);"> you can check it by login in your account </span><br style="background-color: rgb(255, 255, 102);">

<font style="background-color: rgb(255, 255, 102);" color="blue"><b>you:</b></font><font style="background-color: rgb(255, 255, 102);" color="red"> if my account is being deleted how can i check by login to my account?</font><br style="background-color: rgb(255, 255, 102);">

<font style="background-color: rgb(255, 255, 102);" color="blue"><b>Rosalyn:</b></font><span style="background-color: rgb(255, 255, 102);"> if you won't be getting logged in that means your account is no longer with us ..</span><br style="background-color: rgb(255, 255, 102);">

<font style="background-color: rgb(255, 255, 102);" color="blue"><b>you:</b></font><font style="background-color: rgb(255, 255, 102);" color="red"> ok</font><br style="background-color: rgb(255, 255, 102);">

<font style="background-color: rgb(255, 255, 102);" color="blue"><b>Rosalyn:</b></font><span style="background-color: rgb(255, 255, 102);"> it is quite simple ..</span><br style="background-color: rgb(255, 255, 102);">

<font style="background-color: rgb(255, 255, 102);" color="blue"><b>Rosalyn:</b></font><span style="background-color: rgb(255, 255, 102);"> Is there anything else I can help you with?</span></span></font></span></font><br><br><div><span style="font-style: italic;">with regards,</span><br style="font-style: italic;"><span style="font-style: italic;">Ganin</span><br></div><br></div></body></html>
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