I know have the full email:) Re: <No subject> - [iLY-GMSTA-722] S Support [image] Hi Tracy, I hope this email finds you well. I would like to inform you that our team has sent you an email with the closure chat that you h... T < personal info removed > to Kaboo.com 3 days agoDetails Hello I want to know how I can escalate this complaint please T < personal info removed > O T < personal info removed > to complaints 3 days agoDetails Thank you Tracy Leslie ---------- Forwarded message --------- From: Support <
[email protected]> Date: Mon, 29 Oct 2018, 13:42 Subject: Re: <No subject> - [iLY-GMSTA-722] To Hi Tracy, I hope this email finds you well. First of all, to clear out, we are not ignoring any responsible gambling issue here. I would like to inform you that when you have contacted us on the 25.10.2018 my colleague informed you that your account is blocked due to a regular block that you have requested on the 27.07.2017 with a reason in your own words "lack of rewards really". Then she asked you regarding responsible gambling just to make sure if all is good, and your response was "Yeah". Since we had changes in our systems there is a block showing on the 01.29.2018, which is a regular block from when our system changed and regarding this we need to check in our back offices. When we contacted the team and investigated in all the mentioned brands there was no self-exclusion propagation from your side, nor any blocked account under your name and details with a responsible gambling issue. After the chat on the 25.10.2018, we have self-excluded your account since you have requested it so on email and requested refunds. Once again after a theral investigation on all the brands that are under the same license as we are, there is no trace of any self-excluded account with gambling issue reasons. Below I providing you the transcripts form the chats that you had with us on the 25.10.2018 and 27.07.2017. Chat from 25.10.2018: Tracy 17:18 name: < personal info removed > email: Topic: 4. Account Hi I would like to know why my account is blocked, please Anna 17:18 answered the chat Hello Tracy! Visitor1264829 17:18 Hi Anna 17:18 I will look into your account. Can you kindly confirm your details first please. 17:19 Full Name Date of Birth Postal Address Visitor1264829 17:19 Anna 17:19 Thanks for the info! One moment, please. 17:20 Can you kindly tell me if you are in control of your spending, please? 17:21 added tag 5.1. Account Closure removed tag 5.1. Account Closure added tag 5.1. Account Reopening Visitor1264829 17:21 Yeah why? Anna 17:22 You had requested to have your account closed previously, for that reason. Visitor1264829 17:22 Self exculded Anna 17:23 I will have to ask them to have a look into this for you, and get back to you via email, if that's okay, is there anything else I can help you with? added tag 2.1. Self Exclusion added tag 2. Responsible gaming Visitor1264829 17:24 Is it blocked or self excused? Anna 17:25 It appears to have been blocked. Visitor1264829 17:25 Ok..thanks please confirm via email Anna 17:26 Apologies for this will get back to you as soon as possible regarding this! Yes via email! Bye for now, take care, you will hear from me soon! closed the chat Yet now it's said I closed the account for a lack of rewards??,