Firstly, may we say that we’re sorry to hear that you playing has become an issue for you. We always want our players to play in an environment where they feel safe and in control and take our social responsibility duties very seriously. Should you require further help in this regard, it would be a good idea to contact either Gamblers Anonymous (https://www.gamblersanonymous.org.uk/) or GamCare (https://www.gamcare.org.uk/). Both organisations exist to provide help and support to individuals that are experiencing issues with their gambling or feel that they may be at risk of developing problems from their gambling.
Moving on, let’s analyse what has happened exactly. Your initial request to self-exclude was sent via email. The reason that you did not receive a response was that the email that you sent was in reply to an automated deposit receipt email which came from an email address that does not function as an inbox. Indeed it seems that you sent various emails with your request to this address as well as another email address that doesn’t exist. For future reference, the correct email address is [email protected]oprocasino.com. We can appreciate that maybe this was not made clear to you at the time and we apologise for any misunderstanding that may have arisen.
Now, I’m sure that you’re keen to know how we plan to remedy the situation. You sent the request to the wrong email address but of course it is a request nonetheless. Now that the matter has been brought to our attention, we have checked your account’s deposit history against the date and time of your first request to self-exclude. Given that you deposited after your request, we will be refunding all deposits that were made after you sent your self-exclusion request. Our Customer Service Department will be in touch with you in due course to organise this for you and advise you of how the whole process will work.
We understand that this situation is far from ideal and once again, we apologise and wish you the best.
If you have any questions about this matter in the meantime, please contact our Customer Support Department either via email ([email protected]goprocasino.com) or via our Live Chat service available 7 days a week from 6:00am UTC to 11:00pm UTC.
If you have any questions about the reply, feel free to get in touch.