Self-exclusion request not saved

[PII]

I opened account to a casino this year and now I discovered that I have sent the same operator other casino, ”sistercasino” an email last year and asked to never let me open account to them or their sistercasinos because of my gambling problem. 
I have contacted to the casino I sent the exclusion email and they say they have not set any future restrictions, because I did not have account in their casino at the time. Thats why they havent been able to save my information, so ofcourse  they have not forwarded my request to sistercasinos either.

I searched the MGA Players protection directive and there was that even invidual had not registered to casino, but contacts them and askes to prevent future registration,  they should not allow never open account to them or the same licensees other casinos. 

I can’t understand why the first casino I sent exclusion email havent been able to save my request, even regulations say they should have saved it? And still other Mga casinos I have sent the same email, have saved my exclusion request even I have not got account on their casino. 

Where should I make a complaint and can I complaint? I want casino to refund my deposits since they should have not let me ever open account to them.
 

[PII]

Below is the answer I got from the casino after I asked refund my deposits. I removed the casinos name from it. Funny thing is, that even they know I have a gambling problem and I have sent that self-exclusion email earlier and asked to block my access to all the same licensee casinos, they only closed my account at their site, not at sistercasinos. And they closed my account only after I asked refund, not when I told I had previously sent that self-exclusion email to theis sistercasino.

”After assessing the information you provided, we can confirm that no self-exclusion was previously registered on X or any related brand, as you did not hold an account with them at that time. For this reason, we are unable to approve a refund of your deposits, as no operator error occurred.

However, based on your stated intention to block your access in the past and your recent request for assistance, we believe it is in your best interest to close your account permanently for responsible gaming reasons. This closure will remain in place and you will not be able to access the service moving forward.

If you prefer instead to activate a formal self-exclusion (which would block access to all our brands), please let us know and we will arrange it immediately.”