Self exclusion help

Can a casino reopen your account after 30 days if you requested a permanent self-exclusion?

I explicitly asked live support on Duel.com for a permanent ("perma") self-exclusion. According to their own published responsible gambling policy, a self-exclusion must lock an account for a strict minimum of 6 months.

Instead, support agents overrode their own policy and reactivated my account after only 30 days. Because they failed to enforce the mandatory lock, I was able to log back in and lose $1,500.

Has anyone successfully forced a refund from an Anjouan-licensed casino after a clear staff error like this?

Hello, I imagine that's not what you expected.

Just clarify one missing point: so you explicitly explain the casino that you aim to self-exclude and permanently close your account due to gambling addiction, correct? Instead of doing so, the casino allows you to log back in after a month? Or did you maybe forget or were not ready to mention that you are suffering from gambling addiction, please? Under such circumstances, asking for a "perma" is not very concrete. And asking for an exclusion account says nothing about the problem gambling for example. Especially when the casino mentions a 6-month period, that indicates there could be a problem with "perma" in the term "permanent" in the first place.

I believe that is the most important aspect

Hi everyone,

I'm looking for some advice on how to proceed with a complaint against CSGOEmpire.

The dispute concerns responsible gambling and self-exclusion. I had previously requested permanent self-exclusion from my CSGOEmpire account, which was acknowledged by support. The restriction was later lifted, and I was told that I was unbanned. I was then able to gamble again and subsequently lost approximately $800.

I submitted a formal complaint to CSGOEmpire on September 3, 2026. It has now been over a month without a resolution.

I contacted support again on October 6 asking for at least a timeframe. Their latest response was:

"We wouldn't have an exact timeframe to this since it's up to the compliance team. I'm unsure what their backlog looks like, but this has been prioritised from our end repeatedly since the recent changes... there's no ETA we can provide for this sadly."

The problem is that I also asked about taking the dispute to ADR, but CSGOEmpire has not provided me with the name/contact details of the ADR available for my case.

From what I understand, Curaçao's current framework requires licensed operators to provide access to a certified ADR, but not every certified ADR necessarily has an agreement with every operator.

CSGOEmpire is operated by Moonrail Limited B.V., so I'm trying to determine which CGA-certified ADR is actually competent to handle a dispute against Moonrail/CSGOEmpire.

I've found references to several Curaçao-certified ADR providers, including Resolvo, CADRE and ADR Curaçao, but I don't want to submit the same dispute to multiple ADRs or choose one that has no jurisdiction over CSGOEmpire.

Does anyone know:

Which ADR currently handles disputes against CSGOEmpire/Moonrail Limited B.V.?

How can I obtain the ADR information if CSGOEmpire refuses to provide it?

Is there a public CGA register showing which ADR is assigned/available for a particular licensee?

If the operator refuses to identify its ADR, can I contact the CGA directly to obtain this information?

I guess it's better to keep it all in one place to prevent misunderstanding on the matter on one side or even a broader side.

With respect, you are adding conditions to the rules that simply don’t exist.

A player doesn't need to declare a medical addiction to be protected; explicitly using the word 'Self-Exclusion' is the standard legal trigger.

Besides, Duel.com's own published policy mandates a strict 6-month minimum lock for any self-exclusion. The policy definitely doesn’t say: 'Self-exclusion locks your account for 6 months, unless you forgot to mention you have an addiction, in which case we can open it in 30 days.'