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Hello, I've been playing at this casino since April 6th. I requested to close my account because I have gambling control issues. Instead of closing my account, support kept offering me bonuses. The self-exclusion link, which was supposed to take 24 hours to arrive in my email, never arrived, but the deposit promotions did. How curious, right? I don't know how many times I requested to close the account, more than 10. In the end, they supposedly closed it manually because I told them the self-exclusion link never arrived. Curiously, three days ago they allowed me to deposit two €50 deposits again when I asked how it was possible after I had closed it and that I was going to report them for bad practices. Finally, they suspended my account.

I believe they have engaged in unethical practices due to the numerous attempts to close the account that I requested, and the link I submitted to continue playing never arrived. I have obviously already reported these incidents to the gaming regulator so they can file a complaint.

Hola estuve jugando en este casino desde el 6 de abril pedí cerrar mi cuenta, pk tengo problemas de autocontrol con el juego el soporte en vez de cerrar mi cuenta se dedicaba a ofrecerme bonus, el enlace de autoexclusion que tardaba 24 horas en llegar al correo electrónico nunca llegaba, pero si las promociones de deposito , que curioso no ? No se cuentas veces pedi cerrar la cuenta mas de 10 , al final supuestamente la cerraron ellos de manera manual porque les comente que el enlace nunca llegaba para mi autoexclusion curiosamente hace 3 dias me volvieron permitir a depositar 2 depósitos de 50 euros cuando le comente que como era posible después de haberla cerrado y que les iba a denunciar por malas prácticas suspendieron mi cuenta , por fin .

Creo que han seguido malas prácticas por los innumerables intentos de cierre que pedí, que solicité y el enlace nunca llegó para que siguiera jugando . Obviamente estos hechos ya los he puesto en conocimiento de la ordenación del juego para que tramiten la denuncia.

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Dear benji3344,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.

Before we proceed, I would like to clarify the difference between closing an account and self-exclusion.

Closing an account is a straightforward process that typically has minimal consequences. The player usually retains the ability to reopen the account at any time, and the casino has no obligation to prevent this. In fact, the casino may even attempt to retain the player by offering bonuses or other promotional offers.

On the other hand, self-exclusion due to a gambling problem is a responsible gambling measure with significant implications. Once a player successfully requests self-exclusion for gambling-related reasons, the casino is expected to prevent access to the account and should not reopen it, except under very specific circumstances.

To help me better understand your case, could you please clarify a few points?

• Could you please confirm when you first requested the account closure or self-exclusion?
• Did you explicitly request self-exclusion due to a gambling problem, or did you only ask the casino to close your account?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.