5Gringos Casino - Casino offered bonus instead of closing player's account.

Hello. I had requested the closure of my account with a casino named 5gringos due to an addiction on July 25, 2023, to which they responded by offering a €125 bonus and did not close the account. Being addicted, I decided to accept this bonus, given the large amount, and after losing it, I proceeded to deposit, to my knowledge, at least €400 to the casino, which I then lost. Now, finally, the account has been closed. I contacted them via live chat after I lost the money and requested account closure, which fortunately happened immediately this time. Have they acted incorrectly towards me in this case? Here are some images of the transactions that have occurred after the closure request. I found at least one more that I had transferred to them.

Dear Colev2,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gambling section and I found this:

"Self-exclusion request: you can contact Support Service Team via e-mail: support@5gringos.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;"

Could you please forward me the self-exclusion request? My email address is kristina.s@casino.guru. Alternatively, you can post it here. If there is any other relevant communication between you and the casino, please forward it as well.

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

Best regards,

Kristina

Hey. I sent a self-blocking request in an email.

Thank you for your reply, Colev2. I apologize, but you never mentioned gambling problems/addiction as the reason for the account closure request. I am afraid that if you did not inform the casino about your gambling problem in the self-exclusion request, you are not entitled to any refunds. We could help only if you clearly expressed your problems (which I don't see mentioned anywhere in your messages) and the casino refused to close your account.

Since your account has already been closed, at this point I can only recommend that when applying for the self-exclusion, state clearly the reason why you want your account to be deactivated (gambling addiction) and specify the time period. Also, the best way to self-excluse is via email. Email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence if it’s visibly marked you stand a better chance to have your request granted as soon as possible. With such a request you also have a better chance to refund any deposits made after this request.

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you very much for your understanding.

Dear Colev2,

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.