The player from the United Kingdom was grappling with problem gambling and found that despite previous self-exclusion and requests for account closure due to their gambling issues, the same details had been used to open up a new account. The player lost £620 and requested a refund. However, the player was unable to provide evidence of his initial self-exclusion request. As a result, we couldn't verify his claim, and the complaint was rejected due to lack of evidence. The player was informed that without proof of self-exclusion, we were unable to proceed with the investigation.