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Hello

I had my account permanent blocked on this site and they still let me reopen it. I dont think what they know what the defenition of permanent closure is. I asked multiple times for it and she confirms she did it

Hello trainyourbrain,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

Thank you very much in advance for your reply.

Best regards,

Nick

Hello Nick,

I did not give a reason i asked them like 3 times to permanent block my account. The vipmanager confirmed in the mail that she did it. I got emails i want to add so u can see the convo. Yesterday i asked them what the defintion for them for permanent closure mean and they reply with it means everything is in our rules.

Maarten

Hello Nick,

So like 10 days ago i asked them to reopen it and that was no isseu for them while i asked them to permanent close it. People dont ask permanent closure for no reason. U also have to see the tactics they use when u ask for a permanent closure they come with bonusses and stuff

Hello trainyourbrain,

As stated above, unless you requested for self-exclusion and your account was only closed, you can reopen at anytime by a simple request. If you wish to never reopen it, you have to request for self-exclusion.

Is there anything else we could assist you with?

I asked for permanent closure? Permanent closure means under no circumstances the account can be reopened? I mention like permanent closure 3-4 times

Hello trainyourbrain,

There is no such thing as permanent closure - you can either close your account (with the possibility to reopen anytime) and self-exclude yourself (this one is permanent and serves to prevent gambling addiction).

Unless you request for exclusion due addiction, the casino will just close your account and you can reopen it anytime.

As explained multiple times and no other help was asked from us by the player, we will be now closing the complaint.

Best regards,

Nick