Glorion Casino - Player's account has been mistakenly reopened.

Hello,

I would like to file a complaint regarding Glorion Casino and the handling of my self-exclusion.

Chronology of events:

• 7 February 2026 – I sent an email requesting account closure due to my gambling addiction.

• 7 February 2026 – the casino confirmed and closed my account the same day.

After that I stopped playing.

• 27 February 2026 – I started receiving promotional emails and bonus offers from the casino again.

• 1 March 2026 – I was suddenly able to log into my account again and start playing, even though the account had previously been closed.

• 2 March 2026 – I sent an official complaint email informing the casino that my account had been reopened and requesting self-exclusion again.

Despite this, the account remained active.

• Between 1 March and 9 March 2026 – I deposited and lost approximately 4000 PLN.

Because I had already informed the casino about my gambling addiction and my account had been previously closed, I believe reopening it and sending promotional offers was a serious breach of responsible gambling rules.

I respectfully request assistance and a refund of the deposits made after the account was reopened.

I can provide screenshots of emails, bonus offers and my previous self-exclusion request.

Thank you for your help.

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Stay safe.

Dear Player,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@glorion.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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

Best regards,

Attila