Failed Self Exclusion Responsible Gaming

I am filing this complaint against Forzabet Casino (forzabet.live) because my self-exclusion request was never processed and an agreed refund has, to this day, not been paid out properly.
1. Failed self-exclusion
I contacted Forzabet Casino by email at the official Responsible Gaming address listed on their website and explicitly requested the permanent closure of my account. I clearly stated that the reason was gambling addiction. The casino replied only with a follow-up question asking for my reason — even though I had already clearly communicated this in my first message. I then sent three further emails but received no response whatsoever. My account was never closed, and I was able to continue making deposits without any restriction.
Before my very first deposit, I had also submitted a separate request for a monthly deposit limit of €40. This request was completely ignored as well.
As a direct result of the casino's failure to close my account, I incurred total losses of €623 after the date of my initial self-exclusion request.
2. Agreed refund was not paid out properly
This matter was previously handled by Casino.Guru (Complaint ID: 213353). During that process, the casino agreed to a refund of €211.
However, this agreed refund was merely credited to my casino account — that is, to an account that, due to my self-exclusion request based on gambling addiction, should already have been closed at that point. Subsequently, for roughly three weeks, no one processed the actual payout of the amount. As is unfortunately to be expected in the case of a person suffering from gambling addiction, I once again gambled away the amount credited to the still-open account during that time — on an account that should long since have been closed due to my gambling addiction.
In doing so, the casino not only breached its original obligation to close the account, but also handled the promised refund in a manner that runs entirely counter to the actual protective purpose of self-exclusion.
3. Account still active to this day
To this day, my account remains fully usable — I can still make deposits and play, even though the casino has been demonstrably aware of my gambling addiction for months and I have repeatedly requested closure. Allowing a person with a documented gambling addiction continued, unrestricted access to deposits and gambling services despite repeated, explicit self-exclusion requests constitutes a gross breach of the duty of care and player protection (Responsible Gaming) obligations, and is, in my view, in no way justifiable.
Evidence available:
Email correspondence with the casino's Responsible Gaming team
Proof of deposits made after the date of the self-exclusion request
Casino.Guru complaint thread (ID: 213353) documenting the agreed refund
My request:
I request that the casino immediately and permanently close my account, pay out the agreed refund of €211 to an external payment method (not to the casino account), and provide an explanation as to why my self-exclusion request has not been processed to this day, contrary to their own Responsible Gaming policy.
I have not violated any of the casino's terms and conditions. I am happy to provide all relevant documents and evidence upon request.