The self-exclusion request was processed 4 weeks after the request was submitted, despite several inquiries and forwarding of the self-exclusion request.

Dear AskGamblers Team,

I would like to respond to the casino’s statement.

I have attached a screenshot of the original Gmail message, which clearly shows that on 11 June 2026 at 20:18 I sent a request for immediate and permanent self-exclusion to suppor­t@r­oya­lse­a.com. The screenshot includes the original Message-ID, the recipient, the subject line, and the full email headers.

The casino states that my previous communications only concerned promotional offers and a no-deposit bonus. It is true that I had previously contacted the casino regarding promotional offers and a no-deposit bonus. However, this is completely unrelated to my self-exclusion request. On 11 June 2026, I sent a separate email with the subject “Self-exclusion due to gambling addiction – urgent request” to the casino’s official support address. The subject and content of this email clearly show that I requested the immediate and permanent self-exclusion of my player account due to gambling addiction.

However, my player account was not permanently closed until 28 June 2026.

Furthermore, I never received any bounce-back or delivery failure notification from Gmail regarding my self-exclusion email. Therefore, I had every reason to believe that my request had been successfully delivered to the casino’s official support address.

I would also like to point out that until my account was finally closed, the casino repeatedly informed me that my case was still under review. Despite several follow-up requests, I was never provided with a clear explanation or decision regarding my self-exclusion request.

In addition, despite my self-exclusion request submitted on 11 June 2026 and despite my account being permanently closed on 28 June 2026, I continued to receive promotional and bonus emails from the casino until 29 July 2026. Only after I contacted the support team several times, forwarded my previous emails again, and repeatedly requested that all marketing communications be permanently stopped, did the casino confirm in writing on 29 July 2026 that, due to a technical and administrative error, my email address had not been removed from their marketing mailing lists in time.

This demonstrates that internal processing errors did occur within the casino. Therefore, I believe it is entirely possible that my self-exclusion request submitted on 11 June 2026 was also affected by a technical or administrative error.

For transparency, I have attached both the original German screenshots and English translations. Please note that the English screenshots were translated using AI solely to facilitate the review process. The content has not been altered in any way, and the original German screenshots are attached for comparison.

I respectfully ask AskGamblers to consider all of the attached evidence and the overall circumstances of this case when reviewing my complaint.

Thank you very much for your time and careful consideration.

Kind regards

Dear RoyalSea Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear AskGamblers Team,

Following an internal review, we were unable to confirm that the Company received a self-exclusion request or an account closure request from the player on 11 June 2026.

According to our records, all communications received from the player prior to the account closure related exclusively to promotional offers and requests for a no-deposit bonus. During that period, the Company did not receive any request for self-exclusion due to gambling addiction or any request for the immediate closure of the gaming account.

We have also reviewed the evidence provided by the player. While the forwarded message contains information indicating that an email was allegedly sent to our support address on 11 June 2026, a forwarded message does not in itself constitute technical confirmation that the original email was successfully delivered to or received by the Company’s mail system. When an email is forwarded, the information relating to the original message appears as part of the body of the newly forwarded message and, as such, can potentially be modified before forwarding.

Our internal records and the mailbox used for receiving customer communications contain no record of the alleged self-exclusion email dated 11 June 2026. If necessary, we are prepared to provide AskGamblers with supporting screenshots from the Company’s primary Gmail mailbox demonstrating the communications actually received from the player during the relevant period.

As soon as we received the player’s request containing a self-exclusion instruction, it was processed promptly in accordance with our Responsible Gambling procedures, and the player’s account was permanently closed.

The Company takes Responsible Gambling matters very seriously and gives such requests the highest priority. Therefore, we respectfully disagree with the allegation that the Company had received a valid self-exclusion request while continuing to allow the player to use the account.

Based on our internal records and the information available to us, the Company acted in accordance with its established procedures and processed the player’s self-exclusion request promptly upon its actual receipt.