Coolbet Casino - Player's self-excluded account has been reopened.

I close my account permanently in 2017 due to gambling addiction. They had then EMTA license. Last year I contacted them and asked to re-open my account. They refused, because I closed my account in 2017 permanently due to gambling addiction. Few weeks ago I managed to open an account and lose about 420 euros. They said in customer service after complaint, that permanent closure isn't possible with EMTA license and they hold account data for 5 years. Still they managed to find these messages from 2017, where I asked about permanent closure of my account 😀? I have contacted EMTA and MGA already. Im sure I will not get money back, because this operator doesn't follow responsible gaming laws. Before playing slots I talked with customer service and ask to check, do I ever had contacted them about responsible gaming. They denied this. Its unbelievable how site who calls itself responsible can do like this in 2026. I will not add any emails with this casino, because they are in finnish. Everything in this describe is 100% information.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the emails between you and the casino regarding your self-exclusion and the reopening of your account at veronika.f@casino.guru? It does not matter that these messages are in Finnish, as we are able to translate them.
• Could you also clarify whether you reopened your previously self-excluded account a few weeks ago, or whether you created a completely new account at this casino?
• Am I correct in understanding that you were unable to reopen your account last year, approximately 8 years after you initially requested its closure, and that the casino now states that it only retains your data for 5 years?

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

Best regards,

Veronika