Account closure and refund request

I am extremely disappointed with the way Drakaris Casino handled my request to close my account.

On September 2, I contacted the casino and clearly requested that my account be closed. Despite this request, my account was not closed, and I was still able to continue gambling and losing money.

On September 7, I sent another email regarding the situation. I received a response from the casino, but despite this communication, my account was still not closed.

Because my account remained open, I continued to have access to gambling and ultimately lost approximately $2,000 after my initial account-closure request.

Today, September 19, I contacted the casino again, requesting both a refund of the losses incurred after my original closure request and permanent closure of my account. The casino did eventually close my account, but they did not respond to my email regarding the refund.

I then contacted live chat to ask about the refund. The representative told me that September 19 was supposedly the first time I had contacted them about this issue. I explained that I have proof of my previous emails, including my September 2 request and the September 7 communication.

I was then told that I would receive an update by email.

I find this extremely disappointing because I made a clear request to close my account on September 2, and the account remained open despite my request and subsequent communication. I believe the casino should review the full email history and consider the losses incurred after my original account-closure request.

I am requesting:

A full review of my account and email correspondence.

Confirmation of when my September 2 closure request was received and processed.

A refund/reimbursement of the approximately $2,000 lost after my initial account-closure request.

A clear explanation of why my account was not closed when I first requested it.

An explanation of why live chat stated that September 19 was my first contact when I have evidence showing otherwise.

I have screenshots/emails as evidence supporting my timeline and can provide them if required.