The player from Germany had self-excluded from Jupi Casino due to a gambling addiction and had requested account closure at all sister/partner casinos. However, she had been able to register and deposit €160 at 21bets, a sister casino of Jupi, which she subsequently lost. Despite her claim that her self-exclusion should have been applied across all partner casinos, we had clarified that self-exclusion at one casino did not automatically apply to associated casinos. We had explained that both casinos operated under a Curacao license, which did not enforce group self-exclusions. The player's request for a refund was denied by the casino and we had supported this decision, as there was no violation of any rules by the casino.