Failure to action Self Exclusion Request sent 31 May 2025
I am writing to make a formal complaint regarding your failure to act on my self-exclusion request, which I first submitted on 31 May 2025.
On that date, I contacted your support team requesting to be self-excluded from your platform due to gambling harm concerns. Despite this clear and explicit request, my account remained active, and I was able to continue gambling. This represents a serious breach of your responsible gambling obligations and the self-exclusion policy outlined in your own terms and conditions.
Since my initial request, I have made multiple follow-up attempts asking for the exclusion to be implemented, yet no effective action has been taken. As a direct result, I continued to incur gambling losses that would not have occurred had my self-exclusion been processed in a timely manner.
I therefore request that you:
Acknowledge receipt of this formal complaint,
Explain why my self-exclusion request was not actioned, and
Refund all gambling losses incurred after 31 May 2025, when the exclusion should have been in effect.
Please treat this as a formal complaint under your Responsible Gambling and Complaints Policy. If I do not receive a satisfactory response within 14 days, I will escalate this matter to your licensing authority and relevant consumer protection bodies.
I have retained copies of my correspondence and records of my continued gambling activity as evidence of this failure.
Thank you for your immediate attention to this serious matter. I look forward to your reply and resolution.
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