Hello.
I think it would be good to clarify that self-exclusion is a responsible gambling tool designed for players struggling with control or facing gambling harm. In practical terms, it involves blocking the player's account and personal data, preventing further play.
It usually goes hand in hand with declaring a gambling problem in order to close the account as soon as possible. Closed accounts are not meant to be reopened. Here comes the word "exclusion" It's designed to be permanent.
In light of that, I understand the chat operators might be confused.
Players might want their accounts to be closed right away, even if there is no risk of an unhealthy temptation. In such a case, the account might be reopened in the future.
What you were seeking is sort of a cooling period, a time you want your account to be frozen. But soon after, you are allowed to get back and continue playing. Am I correct, please?
On the other hand, I can't say I understand Freya's response. Since I'm not familiar with the whole background, I find it a bit confusing.
As a result of her action, though, your account was closed permanently, which is not what you asked for, I'd say.
And here comes another issue, If I may guess, I'd say she purely focused on the fact that you had opened two accounts, but she also, let's say, overlooked the context.
Well, may I know whether you've gotten your full balance out of the casino, please? Because if not, I'm quite convinced submitting a complaint won't be a mistake. As I say, I'm not fully familiar with the whole situation, yet a little investigation won't hurt, especially if you have some doubts.
Are you up to one?