Thank you for your reply. Unfortunately, without any evidence that you specifically requested self-exclusion from the casino due to gambling addiction, we are unable to proceed with the investigation or involve the casino representatives in resolving this complaint. Please understand that before we reach out to the casino, we require proof from the player that they have informed the casino about their gambling problem and that the casino failed to act by allowing further deposits and gameplay.
Additionally, since your last deposit was made two years ago, I regret to inform you that we are unable to assist with your request. Given that more than a year has passed since your initial request, this is considered a "cold case," and our policy prevents us from investigating issues that occurred over a year ago. Gathering evidence and constructing a clear timeline after such a long period would be extremely difficult, if not impossible.
For the reasons mentioned above, this complaint will now be closed. Thank you for your understanding. I’m sorry we could not be of more help on this occasion, but please do not hesitate to contact us if you encounter any issues with this or any other casino in the future.
Best regards
Veronika
Thank you for your reply. Unfortunately, without any evidence that you specifically requested self-exclusion from the casino due to gambling addiction, we are unable to proceed with the investigation or involve the casino representatives in resolving this complaint. Please understand that before we reach out to the casino, we require proof from the player that they have informed the casino about their gambling problem and that the casino failed to act by allowing further deposits and gameplay.
Additionally, since your last deposit was made two years ago, I regret to inform you that we are unable to assist with your request. Given that more than a year has passed since your initial request, this is considered a "cold case," and our policy prevents us from investigating issues that occurred over a year ago. Gathering evidence and constructing a clear timeline after such a long period would be extremely difficult, if not impossible.
For the reasons mentioned above, this complaint will now be closed. Thank you for your understanding. I’m sorry we could not be of more help on this occasion, but please do not hesitate to contact us if you encounter any issues with this or any other casino in the future.
Best regards
Veronika