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Some time ago, during 2025 (I couldn't confirm the exact date), I requested the complete and permanent closure of my account due to accumulated losses. The casino responded that it had been successfully closed and I couldn't access it.

However, despite this "permanent" closure, I was able to regain access some time later and incur significant losses. This constitutes a serious offense, as it allowed a player to access an account that had been closed at my explicit request. I cannot retrieve any email exchanges on this matter because I lost my previous email system, but I have asked support to send me a log of all communications related to the account so I can find the specific message in which I requested the closure and its confirmation.

I demand a refund of all funds deposited and lost after the account was reopened without prior notice.

Hace un tiempo, durante el 2025 (no podría confirmar fecha exacta), hice una solicitud de cierre definitivo y total de mi cuenta por acumulación de perdidas. El casino me respondió que se había cerrado correctamente y no podía acceder.

no obstante, a pesar de este cierre "permanente" un tiempo después pude volver a acceder y acumular pérdidas importantes, suponiendo esto un grave delito por haber permitido a un jugador acceder de nuevo a una cuenta cerrada por solicitud explicita. No puedo recuperar ningún intercambio de correo sobre este tema porque perdí mi sistema de correo anterior, pero he pedido a soporte que me envíen un registro de todas las comunicaciones hechas con la cuenta para buscar la comunicación concreta en que solicité dicho cierre y su confirmación.

Exijo una devolución de todos los fondos ingresados y perdidos posteriormente a la reapertura sin previo aviso de la cuenta.

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Dear PlayerEsp1021,

Thank you very much for your reply and for providing additional details regarding your case. I’m very sorry to hear about your experience.

First, I would like to clarify an important distinction between a standard account closure and self-exclusion. A regular account closure does not necessarily prevent the account from being reopened in the future, whereas self-exclusion is a stricter measure that should prevent any further access, especially if it was requested due to gambling-related concerns.

In your case, you mentioned that you requested a permanent account closure due to accumulated losses and that the casino confirmed the account was closed. However, you were later able to regain access and continue playing.

To better understand the situation, I would like to ask you for a few additional details:

• Can you clarify how exactly you requested the account closure (e.g. via email, live chat)?
• Did you explicitly mention gambling issues or request self-exclusion at that time?
• Approximately when in 2025 did this request take place?
• How was your account reopened — did you request reactivation, or was access restored without your action?

You mentioned that you no longer have access to your previous email account. That’s understandable. In this case, please forward us any communication you receive from the casino support, especially the logs you have requested from them.

Please note that if the account was only closed (and not self-excluded), the casino may be allowed to reopen it upon request. However, if there are indications that the closure was related to gambling problems, the situation may be assessed differently.

Thank you very much in advance for your cooperation. I look forward to your reply.

Best regards,

Petra