Magic Win Casino - Player fails to self-exclude from the casino.

I have tried ro self exclude multiple times which I have proof of, however they don't let me and subsequently I've lost around £5000 more in sports betting section since my requests were placed, which I want back due to their irresponsible actions

Dear leesichi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why? 

I have checked the Responsible Gambling section on the website, and this is what I found (here):

PLAYER SELF-EXCLUSION

If you are concerned about your gambling behavior, you may choose to lock your gaming account. During this time, we will also take all reasonable steps to ensure you do not receive any promotional material.

If you have any concerns about your activity, please consider one of the following options:

A minimum of 24 hours cooling off period

A minimum one month self-exclusion period

To change these settings, please contact our 24/7 Support Team.

Is this support@magicwinmarketing.bet the email address that you have sent your email to?

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 leesichi,

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.