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I recently received a phone call from this casino asking if I wanted to reopen the account that had been closed permanently in 2024 due to a gambling addiction, to which I replied that I wanted the account to remain closed. When I went to check the website I found that the account had been reopened without my consent.

I've emailed them several times and I've spoken to them in chat and all they say is that they're going to close the account and it will always remain active.

Gambling addiction is something very serious and having the account open isn't doing me any good. I don't know what to do anymore because from what I can see this casino doesn't have this kind of concern for mental health and that often leads us to have less correct attitudes.

Unfortunately I'm trying to overcome this problem and I just want my account closed, that's all. I know I'm not the only one with this problem, but this type of house only sees profits without looking at the means. It's a disgrace and I hope that this complaint will also help to ensure that no other users of this type of casino experience the same thing. This casino is very bad and has no respect for its users

Recentemente recebi uma chamada telefónica deste casino a perguntar se queria reabrir a conta que tinha sido encerrada definitivamente em 2024 devido a um vício de jogo, a essa mesma chamada respondi que queria que a conta se mantivesse encerrada. Quando fui confirmar ao site verifiquei que a conta tinha sido reaberta sem o meu consentimento.

Tenho envidado vários email e tenho falado com eles no chat e apenas dizem que vão encerrar a conta e ela permanence sempre ativa.

O vício de jogo é algo muito sério e que ao ter a conta aberta não está a ser nada benéfico para mim. Já não sei o que fazer mais porque pelo que vejo este casino não tem este tipo de preocupação com a saúde mental e que muitas vezes nos leva a ter atitudes menos corretas.

Infelizmente estou a tentar superar este problema e quero que me encerrem a conta, só isso. Sei que não sou o único com este problema mas este tipo de casas apenas vê os lucros sem olhar a meios. É uma vergonha e espero que esta reclamação ajude também a que mais nenhum utilizador de este tipo de casas passe pelo mesmo. Este casino é muito mau e não tem qualquer tipo de respeito pelos utilizadores

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Dear Jorgesilva26,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem concerning the reopening of your account and the difficulties you’ve faced in trying to have it closed.

To better understand your situation and assist you effectively, could you please provide us with some additional details? Specifically:

• When exactly was your account closed and subsequently reopened?
• Can you confirm if you have received any written communication from the casino regarding the reopening?
• Have you documented the emails and chat conversations you’ve had with the casino representatives regarding your self-exclusion?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petra