TrustDice Casino - Player's account is reopened despite self-exclusion request.

Tried to self exclude many times with this casino but then you get a 24 hrs cool if you want to close your account or not this is firstly completely unfair as a gambler you can change your mind after hrs of gambling when getting a urge to gamble again.

I did manage to get self excluded but they reopened on my request i lost lots again.

So this time i spoke to chat that i has serioys gambling problems and want a permanant self exclusion this time got confirmation over email that the self exclusion was irreverseable and cannot be opened again, I was very happy, after few days i had the urge to to play again as i am a compulsive gambler i went onto their support and asked if can be reopened again and straight away eith out any questions it was reopened immediately.

I was allowed to gamble away and loose my money.

I now want permanant exclusion and refunds of my deposits after rejoining, it really should be from my first exclusion but im willing to let go first time time exclusion and now want refunds for 2nd exclusion.

What i have attacjed is my deposits made after reopening and confirmation of email.

Dear atisht, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Would you be so kind as to forward me the account closure requests and the reopen requests that you sent to the casino along with the casino's replies? My email address is veronika.f@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I have sent on the email full details.

Thank you very much, atisht, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear atisht,

I’m Kubo, and I will be taking care of your complaint moving forward. If there have been any new updates regarding this case since the last information provided, please let me know.

I would also like to invite TrustDice Casino's representatives to join this discussion and provide any relevant information that can help resolve the issue.

Dear TrustDice Casino,

Could you please provide detailed information regarding this case and explain the reasons behind reopening the player's account, which was previously closed due to a gambling problem?

Thank you in advance for your response!

Best Regards,

Kubo