The player from Mexico had deposited 300 MXN based on misleading information about a bonus with no wagering requirements from the casino. After increasing their balance to 800 MXN, they were informed that they couldn't withdraw and eventually lost all the money. Their attempts to self-exclude resulted in accusations of violating terms by allegedly creating multiple accounts. We concluded that since the player's balance was empty and the account closure was within the casino's rights, there was nothing further we could do.