Casillion Casino - Spontaneously reopened self-excluded account

Hi,

I requested permanent self-exclusion at Casillion in Jan 2017 by email, stating twice that I had a gambling problem. This was acknowledged on email by customer support (see attached screenshots) and my account was closed.

Then in August the casino emailed me saying they had put €20 cash in my account. Thinking it must be an error I checked my log in, expecting to find the account still blocked, but it was open and all deposit restrictions lifted.

I have been receiving formal treatment for gambling and am working on my issues but am still vulnerable to times of weakness. I am ashamed to say that the 20 euro enticement triggered my gambling demon and I continued on to make several deposits and lose over 1200 euro.

I accept that my actions were my actions but I had clearly requested permanent self-exclusion due to having a gambling problem, and the spontaneous reopening plus cash enticement overwhelmed the defences I have tried to put in place for myself. The Terms say that accounts may be reopened a week after the end of the requested self-exclusion period - my requested period was "permanently" so it should never have been reopened.

Added to all this, I now see that Casillion says in its terms that it no longer accepts UK players. I presume this is a change since I registered (in late 2016) as I provided UK ID at the time and never faced any restriction. It seems that now, self-exclusion aside, I should not have been able to use the casino at all due to being in the UK.

The whole thing is a bit of a mess and I really hope you can help settle this by presenting my case to the casino to nullify my deposits. They have not responded to email on this matter.

Thanks.