Thank you for getting in contact. We were sorry to hear about this issue and we would like to clarify the situation.
We would like to mention that the e-mails we get are answered in the shortest time possible, in the order they are received. The account closure request was indeed sent Sunday, 15th, but it takes a while for the e-mails received during the weekend to be answered, due to the amount and diversity of requests.
By the time we reached the e-mail in question, the player has started depositing and playing again, claiming deposit bonuses, requesting free bonuses and speaking with the live-chat support, while never mentioning or expressing the wish to close the account again until today.
Furthermore, upon closer inspection of the previous chats, one of our agents asked the player the reason for his account closure request, to which the player replied that he doesn't like the promotional offers. Afterwards, the agent proposed a customized offer of his liking and the player seemed interested.
During the recent week, from the moment the player started resuming his play, our promotions changed and started offering something different. Since the player claimed those promotions and seemed interested in further offers as well, we considered he had a change of heart regarding the closure due to the amount and diversity of recent promotional offers and compensation bonuses (which was the main reason of the account closure request in the first place).
However, if a permanent account closure is what the player wants, of course we will respect his decision.