Hi there,
After waiting for over 15 days for the casino to get back to me after an answer, they have still replied with an update, so I am deciding to go ahead with a complaint.
Long story short: I have a very bad gambling problem and addiction. I’ve been trying to self-exclude myself permanently from every online casino there is, when my addiction got out of control, and hence why I asked to permanently close my account on this particular casino website, which I did last year in April 2024 ( Screenshot of email thread attached). I have email evidence of this and their response as to them allegedly closing my account permanently due to a gambling problem, which I emailed to my VIP manager. I was under the assumption that they did this, as I didn’t second-guess them.
Moving on to this year, on the 15th February 2025, I received a promotional email from the VIP department regarding celebrating Valentine's Day, and that if I need anything from them that I should contact them ( assuming they meant bonuses). I was very surprised by this, as I thought once my account was permanently closed due to a gambling addiction, they wouldn’t send me any of these emails. I replied back stating if they had any bonuses for me, as I cannot control my urges when it comes to Gambling addiction ( most people would agree). They replied that my activity wasn’t enough and that I needed to deposit minimum 30 euro in order for me to get a bonus ( I have the full email thread regarding this which I have attached) fortunately enough, I ignored this and didn’t relapse into gambling and kept clean but I was still in shock that they were still emailing me.
Unfortunately, on the 10th June 2025, I managed to get into my account on this casino website( which was supposed to close permanently) and ended up depositing and losing €2450 (this was the start of the horrible relapse). I ended up emailing my VIP manager, who was on the same email thread as before, and asking them for a bonus as my urges to gamble were getting out of control. They emailed me back stating that “there is always a bonus for your activity”. Emails were sent back and forth that day and the next weeks, asking for bonuses as I kept losing, and I believe that they were preying on my large activity and vulnerability
Like I said before, I have a bad gambling problem, and that initial email triggered me immediately, and I was gon,e so to speak. From the 10th June 2025 to the 14th July 2025, I managed to deposit a total sum of €13,215 and lost it all. When I came to my senses and realised what had happened in the last month, I started a self-exclusion procedure by again emailing my VIP manager again on the 14th July 2025. I outlined to them that I have a gambling issue and that I would like to close my account. I also highlighted to them that I would like my matter investigated, as I found out that I’ve already self-excluded myself permanently in April 2024 (due to the gambling problem). I found an email from the casino that confirmed my self-exclusion.
So, isn’t this a clear violation of the basic responsible gaming policy? I have clearly outlined and stated to them in April 2024 for them to close my account, as I have a gambling problem. They confirmed that my account was permanently closed. However, my account was opened this year.
I am respectfully requesting that my deposits be refunded, as I believe that the casino has not adhered to its responsible gambling policy. I really hope that this issue can be resolved as civilly as possible, as I do believe that the casino did not protect me as an addict.
