Complaint Regarding Reopened Permanently Self Excluded Account

Dear AskGamblers Complaints Team,

I am submitting this complaint regarding Casino Friday that reopened my account despite a prior permanent closure request related to gambling problems.

On 18.06.2025, I clearly requested that my account be permanently closed with no possibility of reopening. In my original message to the casino, I explicitly stated:

“I’m done with gambling, so please don’t ask questions and just do it.”

The same day, the casino confirmed that my account had been closed according to my request.

The purpose of this closure was to protect myself from gambling-related harm. I use permanent account closures as a responsible gambling measure because gambling becomes problematic for me during certain periods.

Despite this, the account was later reopened. Considering the nature of my original request and the clear indication of gambling problems, I believe the casino failed in its responsible gambling obligations by allowing reactivation of the account.

As a direct consequence of the reopening, I suffered further gambling losses that would not have occurred if the permanent closure had been properly enforced.

I am therefore requesting:
- A review of the casino’s handling of my permanent self-exclusion.
- Permanent closure of the account again, with no possibility of future reopening.
- A refund of losses incurred after the account was reactivated.

I have attached documentation of both my original closure request and the casino’s confirmation of the permanent closure.

Thank you for taking the time to review my complaint. I appreciate any assistance in helping resolve this matter fairly.