Rizzio Casino - Player’s account was reopened despite self-exclusion.

I would like to submit a complaint regarding a serious responsible gambling failure by the casino operator.

In January, I informed the casino that I suffer from gambling addiction and requested that my account be permanently closed for this reason. However, I was told that the maximum exclusion available was only 3 months. Despite my clear disclosure of gambling addiction, my account was automatically reopened once this temporary exclusion expired.

After regaining access to the account, I was able to deposit and lose a total of €465 over the past two days. This represented all of the money I had available in my bank account at the time.

I believe the operator failed in its duty of care after I had already disclosed my gambling addiction and requested account closure earlier. According to the responsible gambling policy published on their website, players suffering from gambling addiction should be protected from further gambling activity and their access should be restricted for their own safety.

I have evidence of my original January email where I clearly informed the casino about my gambling addiction and requested account closure.

I contacted the casino directly and requested:

permanent closure of my account due to gambling addiction,

a refund of the €465 lost after the temporary exclusion expired,

and escalation of the matter to their Responsible Gambling / Player Protection team.

The casino has already closed my account, but I am still waiting for a proper response regarding the refund request and the handling of the responsible gambling issue.

I believe this matter deserves independent review because the operator allowed continued gambling despite prior disclosure of addiction-related harm and a previous closure request.

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Dear Hehe123,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy, and I found this:

Self-Exclusion

If you feel you may be at risk of developing a gambling problem, or if you believe you currently have one, consider using the Self-Exclusion option. Self-exclusion allows you to close your account for an extended period, tailored to your needs. This tool is designed as a strong intervention for compulsive gambling. Please contact our Customer Support if you need more information or help managing your account limits. To request Self-Exclusion, simply send a written notice to our Customer Support team via email. Once your Self-Exclusion period begins, your account will be disabled, and you will not be able to deposit, withdraw funds, or place bets for the duration of the Self-Exclusion. Additionally, we will make every effort to detect and close any new accounts you may open during this time.

Could you please specify the date you were able to reopen your account?

Could you please confirm the total amount deposited after the account was reopened?

Were you able to get a response to your email about the refund request sent on May 9? Please post it here.

Thank you very much in advance.

Best regards,

Jean