WinOui Casino - Player was unable to self-exclude.

requested Self exclusion for 5 years. 
was informed they would give me a bonus to keep myself playing.  This happened on two separate occasions. 
I clearly agreed as I have a gambling problem. 
 

also my passport clearly states I live in the UK. Yet it says they don’t accept UK residence but I could continue depositing for all I did. 
 

so I feel I’m entitled to my money back. 
if not certainly the money I deposited after requesting self exclusion. 
 

Hello Ffion.

Thank you for submitting your complaint. We are very sorry to hear about your troubles. Do you have any evidence that you asked casino for self-exclusion? What did they write to you?

Hi,

Please note that after internal case review, full deposit have effectively been refunded to the player due to misplaced bonus incentive during chat. 

All necessary actions have been taken so that this will not reproduce in the future. 

We invite the Player Ffion to confirm this here. 

Yours,

John

Ffion could you please confirm that casino refunded you?

Our opinion is that the casino should refund all the deposits made after you asked them to self-exclude.

I have has a full refund from the casino. 
 

all has been addressed.

thank you! 

Dear  Ffion,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.