Cider Casino - Player's self-exclusion request has been ignored.

Self-exclusion request ignored; account left open; refund of $1,474.99 in post-exclusion deposits requested

On July 10, 2026 at 4:50 PM ET, I sent a written self-exclusion request to support@mysticmirrorltd.com, the operator of Cider Casino (https://cidercasino.com), providing my identifying information and asking for written confirmation that my account was closed and self-excluded. I never received confirmation. My account was left open and I kept receiving promotional communications.

Because the casino never acted on my self-exclusion, I was able to deposit and lose money I should never have been able to wager:

- September 6–7, 2026: $1,474.99 total — $700 from Blaze checking, $150 from Chase checking, and $624.99 on my Citi Double Cash card ending 4420.

- July 11, 2026: $100 on the same Citi card — one day after my self-exclusion request.

- July 10, 2026: $949.99 on the same Citi card — the same date as my 4:50 PM self-exclusion email. Whether this transaction occurred before or after my email should be determined from the casino's own records.

I escalated in writing: a formal complaint to Mystic Mirror and Aevorix Play on September 7, 2026 at 3:11 AM ET, a follow-up the same morning at 3:16 AM ET, and a formal Notice of Dispute on September 8, 2026 at 2:25 PM ET documenting the $1,474.99 across three payment accounts and requesting account closure, preservation of records, and a response within seven days. That window expired on September 15, 2026 with no substantive response addressing the self-exclusion failure. A September 22, 2026 reply from the casino was a generic deflection asking for my account ID; it did not acknowledge the ignored self-exclusion or the refund request.

I request:

1. A refund of all deposits made after my July 10, 2026 self-exclusion request, including the documented September 6–7, 2026 total of $1,474.99.

2. Immediate permanent closure and self-exclusion of my account.

3. An end to all promotional communications sent to me.

Evidence attached: my July 10 self-exclusion email, my September 7 formal complaint, my September 8 follow-up, bank screenshots, and a transaction summary.

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Dear usamommy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the casino regarding your self-exclusion request and the subsequent transactions.

To better understand your situation, could you please provide answers to the following questions?

• Can you confirm whether you received any communication from the casino after your self-exclusion request on July 10, 2026?
• Did you attempt to contact the casino again after sending your formal complaint on September 7, 2026? If so, what was their response?
• Can you please clarify whether your request for a refund was addressed in any follow-up communication from the casino?
• Were there any specific terms mentioned in your self-exclusion email that you can share with us?
• Do you recall any additional deposits or withdrawals made during the self-exclusion period that are not mentioned in your initial complaint?

Your cooperation in providing these details will help us investigate and work towards a resolution. This information is essential for us to proceed effectively with your case.

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

Best regards,
Karla

If relevant, please feel free to forward any documentation or communication to karla.m@casino.guru.

Dear usamommy,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.

I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:

"Self-Exclusion

2.12 Self-exclusion allows you to suspend your account for a longer time period. If you feel like your gameplay has become problematic, you may voluntarily exclude yourself from the Cider Casino platform by contacting our Customer Support via support@mysticmirrorltd.com. You may briefly outline your requests via email, and our Customer Support will provide you with a unique link through email. Please click on the link to access and implement the desired restriction settings. If the link expires, please reach out to our Customer Support via support@mysticmirrorltd.com promptly for assistance.

"

To better understand your case, could you please clarify a few points?

• Did you tryto contact support also through mentioned e-mail regarding your self exclusion?
• Could you please send me a copy of your self-exclusion request to my email karla.m@casino.guru?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.