GOPLAY365 Casino - Player's account remains reactivated despite self-exclusion.

Hello,

Last November, I opened an account at goplay365, deposited 300 euros, and lost (all okay).

On Monday, December 2nd, I informed the chat about my gambling addiction and requested the permanent closure of my account. They told me I could do it myself from my account. When I tried, I found there was no option for permanent closure, so as a temporary solution, I self-excluded for a set period (190 days) and sent an email explaining my addiction and again requesting permanent closure.

On Thursday, December 5th, unable to control my urge to gamble, I requested the cancellation of the self-exclusion through chat, and it was immediately lifted. I made three deposits of 150, 150, and 100 euros.

I asked the chat again for permanent closure, and they told me I was being negative because of my losses and suggested I self-exclude as I did before. I explained and demanded the permanent closure of the account, since the self-exclusion I set can be removed with a simple request to the chat (thus making it completely useless), and I sent another email explaining my gambling addiction.

Today, Friday, December 6th, my account was reactivated once more, and I lost another 200 euros.

My account is self-excluded by me, but I'm afraid if I request it, they'll keep reactivating it. The chat agent tells me they reactivate the account because I request it and that "I must be the one responsible for controlling myself."

Therefore, I am requesting the return of the deposits made since Monday (when I first communicated my gambling problem) totaling 600 euros.

Thank you.

Hello juliobit8,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with GOPLAY365 Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• When was the first time you mention gambling addiction to the casino?
• Would it be possible to forward evidence of your request/mentions of gambling problems to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

1. Yes, my account is now verified. The verification was automatic, all I had to do was send my national ID and a selfie.
2. On Monday 2/12 I notified my gambling addiction via chat and email and asked for a permanent account closure. The chat invited me to do it myself from my account but it turned out that it was impossible to close the account permanently (and this daily exclusion that I set on my account was removed by requesting it via chat).
3. I am forwarding you the email I sent on Monday reporting my problems with the game. This email received no response, unlike what happened with other communications, where the response to emails was instantaneous.

Thank you so much

Dear Juliobit8,

Thank you for providing the email. However, the email address to which you forwarded your request (info@) is not mentioned anywhere on the casino’s website.

Please note that if you are dealing with a responsible gambling-related issue, you will need to reach out to one of the specific email addresses provided by the casino for such matters. You can find this information here: https://www.goplay365.com/goplay365/info/overview/infoTag/1.

We recommend contacting the appropriate address listed to ensure your request is processed correctly.

Best regards,

Nick