Kartusz122

Thanks for your reply and comment. I wanted to just gauge with the audience and get a sense of idea whether it would be optimistic for me to get a refund as I do strongly believe that they have violated their terms and conditions in relation to responsible gambling. I have all the email threads ready to submit as evidence of when i asked to close my account due to a gambling problem from April 2024 which they confirmed to me on email that it was 'permanantly closed', till now which is the most recent account closure. What do you think would be the best course of action right now? Make a complaint now or wait till they respond? I do believe that they will take their time with replying as I have been waiting 6 days now for their team to get back to me.

Yeah man I hope so, it has been a very stressful time for me. I just don’t know how they could allow me to deposit and continued to offer more bonuses with more activity. Such a cruel and spineless casino preying on people with addictions.

They were definitely preying on my vulnerability for sure. If I don’t get a resolution with them in the next week or two I will definitely file a complaint. Do you think I have a good enough case to get a refund?

Hi there, I am not going to to file a complaint or name a casino yet because I’m waiting for their response which is around 5 days now but just for being curious about my case because it’s a weird one and I haven’t found quite the same kind of case from here or any other sites. Long story short: I have a very bad gambling problem and addiction. I’ve been trying to self exclude myself permanently from every online casino there is when my addiction got out of control and hence why I asked to permanently close my account on this particular casino website, which I did last year in 2024 would April. I have email evidence of this and their response as to them allegedly closing my account permanently due to a gambling problem which I emailed to my VIP manager. I was under the assumption that they did this as I didn’t second guess them. Moving on to this year, on the 15th February 2025 I received a promotional email from the VIP department regarding celebrating Valentines day and that if I need anything from them that I should I contact them ( assuming they meant bonuses). I was very surprised by this as I thought once my account was permanently closed due to a gambling addiction they wouldn’t send me any of these emails. I replied back stating if they had any bonuses for me as I cannot control my urges when it comes to Gambling addiction ( most people would agree). They replied that my activity wasn’t enough and that I needed to deposit minimum 30 euro in order for me to get a bonus ( I have the full email thread regarding this.) fortunately enough, I ignored this and didn’t relapse into gambling and kept clean but I was still in shock that they were still emailing me. Unfortunately, on the 10th June 2025 I managed to get into my account on this casino website( which was supposed to closed permanently) and ended up depositing and losing €2450 (this was the start of the horrible relapse). I ended up emailing my VIP manager which was on the same email thread as before and asking them for a bonus as my urges to gamble were getting out of control. They emailed me back stating that “that there is always a bonus for your activity”. Emails were sent back and forth that day asking for bonuses as I kept losing and I believe that they were preying on my large activity and vulnerability Like I said before I have a bad gambling problem and that initial email triggered me immediately and I was gone so to speak. From the 10th June 2025 to the 14th July 2025 I managed to deposit a total sum amount of €13,215 and losing it all. When I came to my senses and realised what has happened in the last month I started a self exclusion procedure by again emailing my VIP manager again on the 14th July 2025. I outlined to them that I have severe gambling issue and that I would like to close my account. I also highlighted to them that I would like my matter investigated as I found out that I’ve already self excluded myself permanently in April 2024 (due the gambling problem). I found an email from the casino that confirmed my self exclusion. So isn’t this a clear violation of the basic responsible gaming policy? Is there any doubt that the casino shouldn’t refund my losses?