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Good day, in October 2023, I asked the casino in the chat to block my account due to gambling addiction. The casino requested that I send an email, which I did, and subsequently, they blocked my account. A year later, I also wrote in the chat asking for the account to be unblocked, and they did, resulting in my loss of $1300. According to their site rules, an account blocked for addiction cannot be unblocked. I requested a refund, but they refused, claiming my account had not been blocked due to addiction a year ago. However, if you request the chat history from them, you'll see the opposite is true. The casino demanded the email I wrote to them, but naturally, after a year, I no longer have the email as I clean out my inbox. Nonetheless, I provided them with proofs from their chat that showed I informed them of the addiction, but they said that chat correspondences hold no weight. The casino is playing by its own rules. I ask for your help in dealing with this platform and holding them accountable.

Добрый день,в октябре 2023 года я попросил у казино в чате блокировку по причине игровая зависимость, казино попросило меня отправить письмо на почту я отправил и меня заблокировали. Спустя год я также написал в чат с просьбой о разблокировке и меня разблокировали вследствие чего я проиграл 1300$, по правилам их сайта аккаунт заблокированный по зависимости нельзя разблокировать. Я попросил вернуть денежные средства, мне отказали сославшись что мой аккаунт был год назад заблокирован не по зависимости, хотя если вы запросите у них истории переписок по чату вы убедитесь в обратном. Казино потребовало у меня письмо что я писал им на почту, естественно спустя год письма нет я чищю почту, но я предоставил им пруфы из ихнего чата что я писал и уведомлял о зависимости, они сказали все переписки в чате это вообще не несёт никакой силы. Казино играет в свои правила, я прошу вас помочь мне и наказать данную платформу.

Dear SodaTV,

Thank you very much for submitting this complaint. I'm sorry to hear about the difficulties you're experiencing. To help us better understand your situation and assist you, I would like to ask for some additional information.

Could you please provide screenshots showing the exact date when you communicated with customer support and explicitly requested to be self-excluded due to gambling addiction? I noticed that the screenshots you have provided so far show today’s date, which does not confirm the timeline of your initial request.

Please understand that to assist with refund requests related to failed self-exclusion, we need evidence from the time of your initial self-exclusion request, including your email to the casino and their response. In your request, it is important to clearly state the reason for account closure (e.g., gambling addiction) and specify the duration of the self-exclusion period. Without this documentation, we are unable to proceed further.

Thank you for your understanding, and I look forward to your reply.

Best regards,

Veronika

It was in October 2023 and the casino knows it, if you ask them for a statement on chats you can see it yourself. Screenshots on screenshots the date will not be visible when I wrote to support, because the account is blocked

Это было в октябре 2023 года и казино это знает, если вы запросите у них выписку по чатам то сможите в этом убедиться сами. Скриншоты на скриншотах дата не видна будет когда я писал в саппорт, потомучто аккаунт заблокирован

Thank you for your reply.

Unfortunately, without sufficient evidence that you requested your account to be closed due to gambling addiction, we are unable to move forward with your case. The screenshots of your chat conversation do not show a date indicating when you requested self-exclusion. Additionally, the live chat agent clearly informed you that self-exclusion could only be requested via email.

Please note that many online casinos use outsourced live chat support, and these agents often have limited access to account management tools. Their role is to guide players on the appropriate steps to take. In this instance, self-exclusion via live chat was not an available option, and you were provided with the correct instructions to send an email to complete the self-exclusion process.

If you did not follow those instructions, the self-exclusion process was not completed, and your account remained active. For this reason, we cannot request the casino to refund the deposits lost after your account was reopened.

The best we can do is provide you with clear instructions on how to properly request self-exclusion in the future. Please let us know if you would like us to assist with this, or this complaint will be closed. Thank you for your understanding.

My account was blocked and did not remain active, the letter is missing due to the fact that a year has passed, I cleaned my gmail mail, it is unrealistic to restore the letter. I was blocked due to addiction and unblocked in the same way. Why don't you request a letter from the casino about the reason why my account was blocked?

Мой аккаунт был заблокирован и не оставался активным, письмо отсутствует в связи с тем что прошел год я чистил почту gmail, восстановить письмо нереально. Меня блокировали по зависимости и точно также разблокировали. Почему бы вам не запросить письмо у казино по какой причине был заблокирован мой аккаунт?

My account was blocked in October 2023 and unblocked in October 2024, as a result of which I lost my money. According to the casino rules, an account blocked due to addiction cannot be unblocked, and if the casino claims that I was blocked not due to addiction, let them prove it with proof that I wrote to them about a simple block.

Блокировка моего аккаунта было осуществлена в октябре месяце 2023 года и осуществлена разблокировка в октябре 2024 в следствии чего я и проиграл свои деньги. По правилам казино аккаунт заблокированный по зависимости не подлежит разблокировке, а если казино утверждает что я заблокирован не по зависимости пусть докажут это пруфами что я писал им о простой блокировке

Thank you for your reply.

I understand your frustration, and I appreciate you taking the time to provide further details about your case. However, I must reiterate that, as per our policies, it is the player’s responsibility to provide sufficient evidence to support their claims. While we can and do request additional information from casinos during our investigations, we rely first and foremost on the evidence provided by the player.

In your case, the absence of the email confirming your self-exclusion creates a significant gap in the documentation needed to proceed. Without clear proof that you requested your account closure due to gambling addiction and that the casino failed to act accordingly, we cannot hold the casino accountable for reopening your account. It’s also important to note that while we can reach out to the casino, they are not always obligated to share internal records like account closure reasons or specific emails.

If you believe the casino holds evidence that could help, I recommend reaching out to them directly and requesting a copy of your communication history. If you obtain any documentation, we would be happy to review it.

Please let us know if you wish to proceed in this way or if you have any other concerns. Without further evidence, we may need to close your complaint.

Dear SodaTV,

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.