Dear Franciscus,
I checked all your screenshots. Even though I didn't find the conversation which led the casino to closing your account, it was closed because the casino felt like you have some problem with gambling. Any casino has the full right to close the player's account in case they show any behavior indicating gambling addiction. Actually, we consider this to be responsible and the player protection is of very high quality.
In this case, when your account is self-excluded, it cannot be reopened and you cannot receive the cashback bonus. Additionally, to bonus receiving - the casino can refuse to give you a bonus for whatever reason.
I apologize, but so far, we believe that the casino proceeded correctly. If there is anything else, that could support your case, please do not hesitate to let me know and I will have a look at it, otherwise, I will be forced to reject this complaint.
Dear Franciscus,
I checked all your screenshots. Even though I didn't find the conversation which led the casino to closing your account, it was closed because the casino felt like you have some problem with gambling. Any casino has the full right to close the player's account in case they show any behavior indicating gambling addiction. Actually, we consider this to be responsible and the player protection is of very high quality.
In this case, when your account is self-excluded, it cannot be reopened and you cannot receive the cashback bonus. Additionally, to bonus receiving - the casino can refuse to give you a bonus for whatever reason.
I apologize, but so far, we believe that the casino proceeded correctly. If there is anything else, that could support your case, please do not hesitate to let me know and I will have a look at it, otherwise, I will be forced to reject this complaint.