Live Chat and self excluded accounts

[Che55y]

Hi guys. New here, so, firstly hello all.

 

I'm writing in regards to what seems to be a massive grey area within the industry. I won't go in to too great a detail at this stage (I can later if required) but one way or another I had a previously self excluded account reopened following one question from the assistant on Live Chat. The casino in question is regulation by MGA and the UKGC to operate in the UK. My question is: the regulations for remote operators clearly state that after a period of self exclusion, contact must be made "via phone or in person" before an account is reopened. The casino have claimed that Chat counts as "in person", however I can't find - and they refuse to send me - any literature to back this up? Can anyone shed any light on this?

 

Thanks in advance.

[Che55y]

Forgot to add the very specific line "re-registering on line is not sufficient"!