No Self Exclusion leads to huge financial loss
I am submitting this complaint regarding the handling of my requests for permanent account closure due to gambling-related harm.
On 8 January, I initially contacted the casino and asked for my account to be permanently blocked.
On 22 January, I again requested that my account be closed immediately and permanently.
On 24 January, I repeated my request for immediate closure. At this point, I informed the representative that I was approximately €7,000 in debt and unable to stop gambling. My account was subsequently closed.
However, on 29 January, I was able to reopen the account after requesting a deposit limit. During this interaction, I was told that applying restrictions could result in losing my VIP status. Despite my request, the deposit limit was not properly applied.
On 7 February, I again requested permanent closure of the account. I clearly explained that I had lost too much money and was struggling with my gambling. In response, I was told that “luck is always around the corner” and advised not to rush the closure process.
After this, I made three further requests to close the account before action was finally taken.
I believe the operator failed to act responsibly despite multiple clear requests for permanent self-exclusion and repeated disclosures that I was experiencing gambling-related harm and financial distress. I do not believe sufficient responsible gambling procedures were followed, particularly given the delays, the reopening of the account, and the encouragement to continue gambling instead of supporting my closure requests.
I have also been informed that the review process may take approximately 3–6 months. I should be refunded all deposits made from the 8th of January. They have now ignored my emails for approximately a week.
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