GojiCasino - Player's account was improperly reopened after self-exclusion.

Goji Casino reopened my account after I had permanently self-excluded due to my gambling addiction.

On 14 May, I received confirmation from the casino that my account had been closed following my request for self-exclusion because of my gambling problem. I relied on this confirmation and believed my account would remain permanently inaccessible.

Despite this, I started receiving free spins emails and noticed my account was later reopened without my knowledge, consent, or any request from me. As a result, I was able to access the account and make further deposits, even though I had previously disclosed my gambling addiction and had requested a permanent self-exclusion.

I believe the casino failed to uphold its responsible gambling obligations by reopening an account that had been permanently self-excluded. If my self-exclusion had remained in place as confirmed on 14 May, I would not have been able to deposit or gamble further.

I have attempted to resolve this matter directly with the casino by contacting them on multiple occasions, but I have either received no meaningful response or my requests have not been addressed.

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Dear Zzzzzz,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

Based on what you’ve shared, the key point will be to determine whether the account closure for gambling addiction was properly enforced and what exactly happened afterward.

I have read the casino's T&C's and this is what I have found:

35.1 For those customers who wish to restrict their gambling, we provide a voluntary self-exclusion policy, which enables You to close Your Account or restrict Your ability to place bets or game on the Website for a minimum period of six months. Once Your Account has been self-excluded You will be unable to reactivate the Account under any circumstances until the expiry of the period chosen under this paragraph. At the expiry of the self-exclusion period You will be entitled to re-commence use of the Services by contacting support@gojicasino.com

To better understand the situation, please answer the following questions.

• When and how did you first request an account closure (chat support, email or through your account)?
• Were you aware that you can exclude yourself through your account? Or was this feature not available at that time?
• Do you still have access to your current account?
• Please forward the complete email threads of all your account closure requests, along with the casino's replies. Please do not send screenshots, but the original, uncropped email messages instead. My email is jean.s@casino.guru.

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

Best regards,

Jean