1Bet Casino - Player's self-excluded account was reopened, which resulted in losses.

I requested a self-exclusion from 1Bet Casino due to my gambling addiction. Despite this, my account was reopened after 30 days even though when they informed me this would happen I replied and said I want it closed indefinitely and never reopened, since they reopened it and also sent me promotions I lost €700 on the 12th of July. I also sent an email a few days prior to the date of the account reopen and told them I have a gambling addiction and want to keep my account closed and I received no response, then it was reopened after me begging them not to. 

I believe this action violates responsible gambling regulations.

Dear Trent994081,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem and completely empathize with your situation.

Could you please forward me all the emails between you and the casino regarding your self-exclusion? Please include all the other evidence that could be relevant to our investigation as well. My email address is veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Trent994081,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.