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Last Sunday, I was playing at a Blackjack table in the casino and they allowed me to place a bet significantly larger than the stated maximum bet limit.

I was able to place a bet of 3,000 Euros when the table clearly states that the limit is 1,000.

I requested self-exclusion, as like many other sites, depositing is very easily accomplished but withdrawing is often made difficult.

Now, they're telling me that they can't give me access back to my account to gather evidence since I requested self-exclusion.

El Domingo pasado, entre a una mesa de Blackjack y el casino dejo que hiciera una apuesta mucho mas grande de lo que decía el monto máximo de apuesta

Pude poner una apuesta de eur 3,000 cuándo la mesa claramente dice que el límite es de 1,000

Solicite la autoexclusión, porque cómo en la mayoría de los sitios, depositar es muy fácil y a la hora de retirar te lo ponen muy difícil

Ahora me dicen que no pueden darme acceso otra vez a mi cuenta para sacar las pruebas porque solicité la autoexclusión

Dear ssilvalvarez10,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, if the bet was successfully placed (accidentally or not), there is nothing we can do and it is considered valid. Furthermore, you must understand that once you request self-exclusion, the casino should do everything in its power to prevent you from accessing such an account. That is what's self-exclusion for, and we cannot force the casino to reopen the account for you, as they would breach their responsible gambling policy.

Please, let me know if there is anything else I could help you with, or if I have overlooked something, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Kristina

Dear ssilvalvarez10,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.