Gxmble Casino - Player's account closure request was ignored.

Hello, a few weeks ago I clearly requested support and customer service at Seven.Casino to suspend my account. I stated that I have a serious gambling addiction and I demand to be banned from all platforms under Non Videri B.V. 

These companies and gaming sites include Jokersino, Spintime, and Xgamble.

I made it very clear that I am incredibly ill and that my gambling problems are extensive. I was very specific about wanting to be suspended everywhere due to my gambling addiction, and you promised that this would happen. Despite this, I was allowed to open a new account and ended up losing 1000 euros on Xgamble. I expect a refund and hope we can resolve this amicably. 

Dear DynamoHarry,

Thank you very much for submitting your complaint.

I’m sorry to hear about the situation you've encountered. Before we reach out to the casino and request their standpoint on this matter, could you please clarify and provide more details on the following:

• Could you forward any emails or screenshots showing that you sent a clear request for self-exclusion to the casino, specifically stating your gambling addiction and request to be banned from all platforms under Non Videri B.V.?
• Did the casino confirm in writing that they would suspend your account across all their platforms, including Jokersino, Spintime, and Gxmble?
• Could you let us know if you mentioned a specific duration for the self-exclusion in your initial request, and if so, what that time period was?
• Lastly, did the casino provide any explanation as to why you were still able to open a new account and gamble on Gxmble despite your earlier self-exclusion request?

Please feel free to forward any relevant communication to petronela.k@casino.guru. Having these details will greatly help us in discussing the case with the casino and pushing for a resolution on your behalf.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Dear DynamoHarry,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.