I'm very sorry to hear about your situation and that the casino doesn't appear to have taken the steps it should have to protect you after you informed them about your gambling problem.
I do have a couple of questions that would help clarify the situation. When exactly did you first inform the casino that you were struggling with a gambling addiction and wanted your account to be closed? Also, did you continue depositing after that request, and if so, over what period of time?
Cases like this can be quite complicated. While casinos should act as quickly as possible when a player requests self-exclusion due to gambling addiction, it's also important to understand that account closures are not always processed instantly. We generally consider that casinos should complete such requests within a reasonable timeframe, usually up to three days.
That's why it's important to know the timeline. If your deposits were made after the casino had a reasonable amount of time to process your self-exclusion request, that could make a significant difference when assessing your case.
Could you please let me know? That will help me better understand what happened.
