MonsterWin Casino - Player's account has been closed, but funds are lost.

Good evening, I have faced a serious problem with monsterwin casino, as you will see in the screenshots below. A few months ago I requested the permanent closure of my account due to addiction. People bothered me a lot until they closed it. I asked for it more than 3 times. Now, a few days ago, they allowed me to play again without approval to open the account, resulting in me losing a large amount of about 650 euros again. I never asked for it to be reopened. They have really violated every term, every law, in order to make money. I am requesting an immediate refund of the amount, otherwise I will take legal action. I have contacted their team and within a day, without even taking the time to examine it, they replied that they are not responsible for the loss. It is really sad.

I have sent you proof that clearly states the dates that I requested a permanent exclusion many times and it was not respected and below is a photo that proves that I was able to play again these days, my account was closed yesterday fortunately but the damage has been done. I am ready to forward the e-mails to you. The casino shows incredible irresponsibility after the mistake it made and does not even take responsibility. People really need to see this so they do not trust such casinos, thank you very much.

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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 original self-exclusion request that you sent to the casino, along with the casino's confirmation that your account was closed? Please forward the original email threads rather than screenshots. My email address is veronika.f@casino.guru. Kindly include the evidence regarding the reopening of your account as well.
• How did you become aware that your account had been reopened?

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