WaveBet Casino - Player’s self-exclusion has been ignored.

Hey I've played on wavebet and multiple of its sister sites. On Blazebet I blocked my account due to gambling addiction earlier and they use the same support system so this is known by the casino even rhough it only applies to blazebet. On wavebet I used their inbuilt responsible gambling options. They have a tool to take a break and a tool called "Self exclusion" here you can block your account for upto 30 days, you have to read the terms where you have to accept that you won't get access for the duration of the break when using the option. I used the option for self exclusion. But multiple times when I asked support they just lifted the block directly no questions asked. I lost alot of money while being blocked on both wavebet and their sister casinos due to the limit being lifted multiple times. When complaining they say this doesn't count as a self exclusion even though it's explicitly stated at the tool and in the terms. I can find saved the last time I asked for the limit to be lifted and I request the deposits during the next 5 days to be returned. I send you screenshot of the windows that appears when accepting the terms of the self exclusion and the associated terms and conditions.

Kindly

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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.

• Have you ever contacted the casino customer support through email to request self-exclusion? If so, please forward me the account closure requests that you sent to the casino, together with the casino's responses, at veronika.f@casino.guru.
• Have you passed the full KYC verification, or at least submitted any identity documents for the verification process?

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