Hi eduardpfeifer50,
Thank you for sharing your situation with us. We understand that seeking self-exclusion to manage a gambling problem can be difficult, and we commend your steps toward responsible play.
- Could you please confirm the exact date when your account was finally closed? This information will help us review the timeline accurately.
Additionally, please understand that without prior evidence of your self-exclusion requests, we have limited ability to pursue this case further. Documentation is essential for us to effectively mediate with the casino on your behalf. We strongly encourage keeping a record of such requests in the future to ensure they’re properly acknowledged.
Recommendations to the Player:
- Confirm Self-Exclusion with Casino
Ensure you receive a confirmation from the casino acknowledging your self-exclusion request.
If the casino does not respond, make reasonable efforts to contact them multiple times or through alternative channels.
- Keep Proof of All Relevant Communication
Keep records of all communication regarding your self-exclusion request.
If you approach the casino later to open a new account without completing the initial KYC, please note that we may be unable to mediate in future cases with this casino on your behalf.
- Complete Verification Process (KYC)
If you request self-exclusion but your account is unverified, it is recommended to complete the KYC verification process.
This helps the casino fully identify you, which can prevent issues if you attempt to open a new account in the future.
We’d also like to remind you that self-exclusion and account closure requests should be strictly for protection and not as leverage for negotiating better bonus offers, as this can complicate the intended purpose of these requests.
Thank you for your cooperation, and please feel free to reach out with any additional information.
Hi eduardpfeifer50,
Thank you for sharing your situation with us. We understand that seeking self-exclusion to manage a gambling problem can be difficult, and we commend your steps toward responsible play.
- Could you please confirm the exact date when your account was finally closed? This information will help us review the timeline accurately.
Additionally, please understand that without prior evidence of your self-exclusion requests, we have limited ability to pursue this case further. Documentation is essential for us to effectively mediate with the casino on your behalf. We strongly encourage keeping a record of such requests in the future to ensure they’re properly acknowledged.
Recommendations to the Player:
- Confirm Self-Exclusion with Casino
Ensure you receive a confirmation from the casino acknowledging your self-exclusion request.
If the casino does not respond, make reasonable efforts to contact them multiple times or through alternative channels.
- Keep Proof of All Relevant Communication
Keep records of all communication regarding your self-exclusion request.
If you approach the casino later to open a new account without completing the initial KYC, please note that we may be unable to mediate in future cases with this casino on your behalf.
- Complete Verification Process (KYC)
If you request self-exclusion but your account is unverified, it is recommended to complete the KYC verification process.
This helps the casino fully identify you, which can prevent issues if you attempt to open a new account in the future.
We’d also like to remind you that self-exclusion and account closure requests should be strictly for protection and not as leverage for negotiating better bonus offers, as this can complicate the intended purpose of these requests.
Thank you for your cooperation, and please feel free to reach out with any additional information.