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I requested a self exclusion of 90 days using the option on my account which was accepted as I've had gambling problems and suffered substantial losses. I received no further correspedance after this.

I then tried to log in to my account today and could successly access and deposit in my account, losing over 400 which I couldn't afford to lose.

I contacted live chat and they stated that I received an email 24 hours after the self exclusion asking me to confirm it, I never received such email!! And as such the self exclusion expired on the 3rd June 2025. This is completely unacceptable, I was allowed to deposit when I shouldnt as my account should have been closed!

Dear Jimmyd234,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve experienced with your self-exclusion and the losses that followed.

To help us understand your situation better and discuss this with the casino, could you please answer a few questions:

• On what date did you request the 90-day self-exclusion through your account?
• When you requested the self-exclusion, did you clearly mention that you have a gambling problem?
• Have you checked your spam or junk folders for the confirmation email the casino claims to have sent?
• Could you please forward us any related emails or screenshots, including your conversation with the casino’s live chat? You can send them to [email protected].

Please know that if you informed the casino about your gambling problem when you requested self-exclusion, we recommend that your account should not be reopened automatically after a few months. The casino should communicate clearly with you and ensure you fully understand and confirm any decision to reopen your account.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hi Petronela,

Thanks for coming back to me.

I requested the 90 day exclusion on the 2nd June. This was done through the option on the account, as such I didn't communite with them stating I had a gambling problem at the time. I have checked the junk folder and no email was received, I have gone back to check this several times and no such email exists. I since excluded and this time it worked, I would be happy for them to do this for a longer period of time, but the max on there is 90 days. The comminication is as follows

Hello,

Thank you very much for clarifying these details and for checking your email folders again. I appreciate your cooperation.

Just to be sure I understand correctly before we follow up with the casino:

• Is your account currently blocked again now, following your new self-exclusion request?
• If so, could you please confirm when you submitted this latest exclusion, and how long you would like it to remain in place?
• Have you received any confirmation email for the most recent self-exclusion?
• Could you please forward any screenshots of the communication you mentioned, showing the chat or any responses from the casino, to [email protected]?

Thank you in advance for your reply.

Hi Petronela,

Thanks for your response.

Yes my account is now blocked following the latest self exclusion request, the email was received this time. It is in place for 90 days which is the maximum with them.

I will send the screen shots to you via email.

Thanks

Hi could you please update on this

Dear Jimmyd234,

Thank you very much for your reply and for confirming that your account is now blocked again under a new self-exclusion request.

To help us move forward with your case, could you please clarify the following:

• On which exact dates did you make deposits after your original self-exclusion request on June 2, 2025?
• At any point during your communication with the casino (live chat or email), did you mention or refer to having a gambling problem, either before or after your account was re-opened?

Also, thank you for letting us know that you’ll send the screenshots — we’ll keep an eye out for them at [email protected].

Thank you in advance for your reply.

Hello

The deposits after the original request were made between 11th to the 16th June.

The self exclusion request doesn't ask if you have a gambling problem, so no. The request is done through your account settings and not by talking to someone.

Thanks

Dear Jimmyd234,

Thank you for the update — I’m sorry to hear about the ongoing confusion regarding your self-exclusion and account status.

Could you please confirm whether the following timeline is correct?

• You requested a self-exclusion through the option in your account on 2 June 2025, but did not specify that you have a gambling problem.
• You did not receive the first confirmation email, so the self-exclusion wasn’t activated at that time.
• Your account remained open, and you made deposits on 11 June and 16 June.
• The second confirmation email was eventually delivered and confirmed, and your account is now blocked for 90 days as a result.

Also, could you please confirm when exactly you requested the self-exclusion the second time?

We would also like to gently remind you that when dealing with gambling-related issues, we always recommend using at least two communication channels (such as live chat and email) to ensure your request is received and processed properly.

If you haven’t already done so, we strongly encourage you to clearly inform the casino about your gambling problem via live chat or email and ask for written confirmation that they have acknowledged it.

Looking forward to your reply so we can move forward with the case.

Dear Jimmyd234,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru