Dear 11player22x,
Thank you for your patience during the evaluation and examination of your case. After careful review, I regret to inform you that I do not believe you are entitled to a refund.
As you initially requested self-exclusion without mentioning a gambling problem or expressing concerns about control, the casino had every right to try to reverse your decision and offer you a bonus, especially since you indicated that you had lost too much. As you continued using your account, I can understand why it remained open. However, later, when you clearly identified your issue, your account was closed, and the casino even refunded your deposit after the 22nd. The casino should have had a few days to respond according to our policies, so I consider it a nice gesture on their part. I do not see any fault in the casino's behavior in this matter.
Regarding the promotional material, I agree that it should not have been sent to you, but once the casino team was made aware of the issue, they took action to resolve it. While it is unfortunate, I do not believe compensation is warranted in this case.
Unfortunately, I must now close your case. You have every right not to agree with my opinion. An alternative option is to file an official complaint with the licensing authority of the casino (AOFA, GCB). Feel free to contact me if you have any questions or require further assistance.
Best regards, Jozef
jozef.k@casino.guru
Dear 11player22x,
Thank you for your patience during the evaluation and examination of your case. After careful review, I regret to inform you that I do not believe you are entitled to a refund.
As you initially requested self-exclusion without mentioning a gambling problem or expressing concerns about control, the casino had every right to try to reverse your decision and offer you a bonus, especially since you indicated that you had lost too much. As you continued using your account, I can understand why it remained open. However, later, when you clearly identified your issue, your account was closed, and the casino even refunded your deposit after the 22nd. The casino should have had a few days to respond according to our policies, so I consider it a nice gesture on their part. I do not see any fault in the casino's behavior in this matter.
Regarding the promotional material, I agree that it should not have been sent to you, but once the casino team was made aware of the issue, they took action to resolve it. While it is unfortunate, I do not believe compensation is warranted in this case.
Unfortunately, I must now close your case. You have every right not to agree with my opinion. An alternative option is to file an official complaint with the licensing authority of the casino (AOFA, GCB). Feel free to contact me if you have any questions or require further assistance.
Best regards, Jozef
jozef.k@casino.guru