The player from Germany had an issue with BetPlays Casino concerning the reopening of his account, which he had previously asked to be permanently closed due to a gambling addiction. The player had deposited €50 after the account was reopened and lost the amount. He claimed the casino had reopened his account without his consent and asked for a refund. The casino, however, stated that they had followed their standard procedure of reopening accounts after six months of closure and had not received any official communication from the player about his gambling problems. The player was unable to provide evidence to support his claims initially, which led to the rejection of his complaint. However, he later presented evidence of a self-exclusion request, prompting us to revisit the complaint. Despite multiple attempts to reach out to the casino, we had received no response. Consequently, we advised the player to contact the Licensing Authority for further assistance. The complaint was eventually closed as 'unresolved' due to the lack of response from the casino.