EpicStar refund

I am filing this complaint in connection with EpicStar's gross violation of the international Responsible Gambling policy, ignoring official requests and unethical behavior of the support team.

Timeline of events:

Registration and losses: I registered on the EpicStar platform on August 13, 2026. Between August 13 and September 7, 2026, my total losses amounted to USD 1,286.80, which critically affected my financial and psychological state.

Self-Exclusion Request (August 27): Having realized that I was developing a severe gambling addiction, I sent a formal email to EpicStar support on August 27, 2026, requesting that my account be immediately and permanently suspended due to gambling addiction.

Email Ignored: Customer Support completely ignored my email from August 27th and continues to ignore the official communication channel to this day.

Chat abuse and provocation: When I tried to resolve the issue via online chat, the operator refused to refund my funds and, instead of immediately blocking my account as a player with a documented addiction, began actively pushing me to continue playing. The operator literally wrote, "Try other slots... you'll definitely get lucky in some of them. Don't give up, and you'll definitely get lucky!"

The essence of the violation:

According to generally accepted gambling industry standards, operators are obligated to immediately restrict access to an account at the first sign of gambling addiction. Refusing to block an account or directly encouraging a player who has reported a problem to continue betting ("try other slots") directly harms the client and exploits their vulnerable state.

My requirements:

Permanent ban: Complete and permanent deletion/closure of my account without the right to recovery.

Refund of deposits: A full or partial refund of USD 1,286.80 deposited onto the platform during the specified period due to the operator's failure to properly fulfill its obligations to protect players from gambling addiction.

The August 27 email is the key point in this situation.

If, as you describe, you clearly asked EpicStar to permanently block your account and explicitly stated that the reason was gambling addiction, then that communication is very important. If the account remained available afterwards and you were still able to deposit and play, that is something worth examining as a responsible gambling case.

The live-chat message you quoted would also be relevant if it was sent after you had already clearly disclosed your gambling problem. Encouraging someone to try other games after such a disclosure would obviously raise questions, so please keep the full chat rather than only that individual sentence.

There is one important distinction regarding the $1,286.80 you're requesting back, though. Your self-exclusion request was made on August 27, while you say you had already been playing and losing money since August 13. We generally wouldn't consider losses that happened before the casino was informed about the gambling problem as refundable simply because a self-exclusion request was made later.

What would be particularly relevant are any deposits and losses that occurred after the casino received your clear gambling-addiction/self-exclusion request on August 27, if the account remained active despite that request.

I think this is suitable for our complaint team to examine. When submitting the complaint, include the original August 27 email with its timestamp, the complete live-chat conversation, and a transaction history showing exactly which deposits were made before and after the self-exclusion request.

I would also make the post-August 27 amount clear separately rather than claiming the entire amount lost since registration on responsible-gambling grounds. Our team can then assess the actual timeline and what happened after EpicStar was informed.