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The player from the United Kingdom had self-excluded from multiple casinos but was still allowed to deposit and verify accounts. Despite having informed the casinos about her gambling problem, her account was closed, yet she could sign up for others, resulting in significant losses. She requested a refund of her deposits. The Complaints Team reviewed the situation and determined that Donbet Casino had acted fairly by closing the account shortly after being informed of the gambling addiction, as self-exclusion was not required to extend to sister brands under Curacao licensing. Therefore, the request for a refund of lost deposits could not be fulfilled, and the complaint was subsequently closed.