My self exclusion was ignored since February

I have tried to exclude myself multiple times from herospin. 3 emails and over 20 live chat attempts. They keep saying they can’t do it due to their terms and that they will be in touch with me via email. I first requested to close my account via email on the 17th of February I then submitted another request in march. Since my request it has been 5 and a half months with no response to my inbox they have stated that they will be in touch repeatedly and never followed through the first attachment is of an email sent to the email address listed on their website. Please help, they won’t close my account and have accepted over $10,000 in deposits since they request. I’m stuck and they keep just passing this off as if it’s a minor inconvenience your staff told me to resubmit this with all documents attached