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I submitted a request for self-exclusion through chat first and immediately afterward via email to block my gaming account due to gambling addiction. This was on December 11.

I am requesting the casino to refund me the 550 euros that I played yesterday, December 17. Thank you.

Ho inviato richiesta di autoesclusione tramite chat prima e subito dopo via email di bloccare il mio conto gioco per ludopatia. Questo in data 11 dicembre.

Chiedo che il casino mi rimborsi i soldi giocati ieri 17 dicembre pari a euro 550. Grazie

Dear Enjoy1984,

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

3.22.1. The customer acknowledges, agrees and accepts that the Operator shall temporarily suspend access to his/her Account or terminate it altogether, within ten business days, deemed Monday through Friday, excluding public holidays ("Business Days") of receiving a properly formatted request to Self-Exclude in connection with customer’s declaration that he/she may be experiencing problematic gambling behavior. ("Self-Exclusion Request")

3.22.2. The customer acknowledges, agrees and accepts that a Self-Exclusion Request as meant in section 3.22.1. is deemed properly formatted if and when it complies with the criteria as set forth in section 3.22.3. If customer’s request does not comply with the said criteria, the Operator is not required to treat the request as a request for Self-Exclusion and the Self-Exclusion Policy shall then not apply to customer’s request.

3.22.3. The customer acknowledges, agrees and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from directionbet.com, he/she needs to contact us on the following email address: customercare@directionbet.com

Customer’s email needs to include the following information:

(a) a clear request that states that customer wishes to be fully Self-Excluded (not partially restricted) on a voluntary basis;

(b) the duration of the period of the Self-Exclusion, with a minimum of twenty-four hours.

Do I understand correctly that your account has not been closed? Have you received any reply to your self-exclusion request?

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

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.