AquaWin Casino - Player's account is still open after self-exclusion request.

I asked for the account to be blocked yesterday. Today I still have access to the account and I've spent 100 euros. I want a refund of those 100 euros and the account blocked as I requested due to addiction to the game.

The account is still open after several conversations with the online chat to close it for being addicted to the game and they don't want to know

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Dear sylviaslb,

Thank you very much for submitting your complaint. I'm very sorry to hear about your negative experience. First, I'd like to explain the difference between closing an account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does have an impact. If a player successfully requests self-exclusion, the casino agrees not to reopen the account, or only under particular circumstances (after the cooling-off period, and this cannot be done for players who are addicted/with gambling problem).

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is attila.g@casino.guru.

Thank you very much in advance.

Best regards,

Attila G.

I'm still depositing. It's complicated. I don't know how much I've spent. I have to check the history

174 eur that I already deposited after asking for the account to be closed due to addiction to the game

It's already 234 eur and they won't block it

Last night, after 3 emails, they replied to me. I'm attaching their reply. It's laughable that they ask me if I always want to close my account.

So my reply this morning was the one attached:

Casino response now:

My answer:

They closed the account yesterday... but they're not going to pay anything as far as I can tell. The replies were in English. I sent the emails to your employee. Anyway, it's all a *****

Dear sylviaslb, thank you for your response. Could you please confirm whether you have had any funds left in your account at the moment of its closure?

I didn't have any money naturally

Dear sylviaslb, thank you for your reply. Could you please confirm the exact date you requested the self-exclusion? Additionally, could you please clarify your deposit history in the period between your request and the eventual account closure? If possible, could you please your bank statement covering the relevant period?

Thank you in advance for your response.

Good afternoon

I've already sent all this here. The prints of the exact day I asked for the block. I don't understand the delay and the request for all the documents again.

Here are the receipts. The casino also knows very well that it was 254 euros. The bank has various amounts for the eupago institution but it doesn't say for the aquawin3.com casino. These prints show perfectly what I deposited from the 31st until I think the 2nd or 1st.

Dear sylviaslb,​

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According to the available evidence, you submitted your self-exclusion request on the 30th of December, and the casino closed your account on 3rd of January. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.​

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From our perspective, AquaWin Casino acted promptly and restricted your account access within a reasonable timeframe. Therefore, the casino cannot be held responsible for the deposits you made during the request processing period.​

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As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.

Thank you for your understanding.

Best regards,

Attila G.