Thank you for sharing your experience.
I genuinely wish things had turned out differently for you.
I understand how painful it must be to look back and realize that certain protections may not have worked the way they should have. Your message speaks volumes, and your willingness to highlight possible failings can be helpful to others, especially those still struggling.
That said, I also need to be very honest with you.
Your original complaint was closed a year ago because we didn't receive any responses from you despite multiple follow-ups. As clearly stated in the final update:
"The player can reopen this complaint at any time."
That’s absolutely true in the context of an ongoing or unresolved issue. But once a complaint remains inactive for such a long time, in this case more than 12 months, it becomes what we call a cold case. Not because your story doesn’t matter, but because we simply can’t do a proper investigation anymore. Timelines are blurred, support systems have changed, logs may be missing, and we're not equipped to re-litigate events from a year ago with the required level of detail and fairness.
You mentioned a very serious sum lost and signs of problematic gambling. I sincerely hope your outreach to the MGA will help shed more light on what happened and lead to a resolution. We also strongly recommend seeking professional help if you haven’t already. Complaints can address past damages, but support is what really helps with long-term recovery.
Take care of yourself and thank you for encouraging others to keep their documentation. That part is absolutely spot on.
