Self exclusion email respond was welcome to casino…

[PII]

I found from my emails that I had sent a casino an self-exclusion request due gambling problem on 2024, I did not have account in that casino at the time. Casino had responded to that email with ”welcome to x-casino, your account has been succesfully registered”.

I only sent those self exclsion emails then and never cheked the answers, until now.

In march 2025 I opened account to that casino which I had sent self exclusion email and got that welcome email as a respond. Casino has Mga licens, as it is clear they had got my self exclusion mail, should I get my deposits back?

 

[Afi4wins]

26 minutes ago, PII said:

I found from my emails that I had sent a casino an self-exclusion request due gambling problem on 2024, I did not have account in that casino at the time. Casino had responded to that email with ”welcome to x-casino, your account has been succesfully registered”.

I only sent those self exclsion emails then and never cheked the answers, until now.

In march 2025 I opened account to that casino which I had sent self exclusion email and got that welcome email as a respond. Casino has Mga licens, as it is clear they had got my self exclusion mail, should I get my deposits back?

 

@PII The first thing to do is to get the casino to confirm that they did receive your earlier self-exclusion request, which I doubt they had, otherwise they shouldn't have sent you that welcome email response.

[PII]

I dont understand. I still have the email I sent them and their reply to that. I dont know why they sent that welcome to casino ( there was also my name attached),  I do know it is against regulations and propably they know it too. Maybe it was a mistake, or on purpose, dont know, but anycase they should not reply to my self exclusion with welcoming mail. So  I had sent self exclusion mail, they have got it and answered it, so I can proof they got the email.

My question was that should I get my deposits back from the casino?

[Blackjax]

Some casinos share your details with their sister sites and that could be the reason how they know your name. Do you mind sharing the casino name so that we can help you better?

[Afi4wins]

@PII Since you've got their reply confirming receipt of your self-exclusion request, then you have the right to get your deposits back.

Write in again to the accounts dept and to the Manager as well, attach the proof, and request that your account be closed and get a refund of al your deposits.

See what they say next, but being Christmas holiday season now, they may take some time to respond back.

[PII]

4 minutes ago, Blackjax said:

Some casinos share your details with their sister sites and that could be the reason how they know your name. Do you mind sharing the casino name so that we can help you better?

Casino is Maxxwin and as far as I know they dont have any sistercasinos.

4 minutes ago, Afi4wins said:

@PII Since you've got their reply confirming receipt of your self-exclusion request, then you have the right to get your deposits back.

Write in again to the accounts dept and to the Manager as well, attach the proof, and request that your account be closed and get a refund of al your deposits.

See what they say next, but being Christmas holiday season now, they may take some time to respond back.

Thank you for your answer, just wanted to make sure I have the right to ask refund.