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I requested full account closure following the casino’s own instructions and clearly expressed a negative gambling experience.

Despite this, my account was later reopened with minimal safeguards, which already raises concerns about responsible gambling practices.

Later, my account was suddenly closed while I was actively playing using cashback funds, with approximately €60–70 remaining in the account.

What makes this even more concerning is that the casino now appears to be restricted in my country. If that is the case, why was I allowed to register, deposit, and play in the first place?

No clear explanation has been provided regarding:

why my original closure request was not handled properly

why my account was reopened

why it was closed during active gameplay

what happened to my remaining balance

Support responses have been generic and do not address these issues.

This raises serious concerns about fairness, consistency, and player protection.

Thank you for your previous response. 

I would like to clarify an important point regarding my case. 

Yes, I did request my account to be reopened. However, this happened after I had already requested full account closure due to a clearly negative experience and dissatisfaction with gambling on your platform. 

At that point, it should have been evident that I was experiencing loss of control or harmful gambling behavior. Under responsible gambling principles, this situation should have triggered protective measures, such as a cooling-off period or refusal to immediately reopen the account. 

Instead, I was allowed to regain access to my account simply by confirming awareness of risks, without any meaningful safeguards in place. 

I believe this represents a failure to apply responsible gambling practices and a lack of duty of care. 

Therefore, I request: 

A detailed explanation of why no cooling-off or protective measures were applied 

Clarification of your internal responsible gambling procedures in such situations 

A review of my account activity following reopening 

Consideration of compensation for the losses incurred as a result 

This matter remains serious, and I am prepared to escalate it further if necessary. 

I expect a clear and transparent response. 

I am writing to escalate my complaint further due to a new and very serious issue. 

Today, my account was suddenly closed while I was actively playing using my cashback balance. At the time of closure, approximately €60–70 remained in my account. 

This situation is highly concerning for the following reasons: 

I was allowed to access my account and actively place bets 

My balance was in use during gameplay 

My account was then abruptly closed without warning 

This raises serious questions about fairness and consistency. If my account was permitted to be active, I should not have been allowed to continue playing only to have access revoked mid-session. 

Additionally, no explanation has been provided regarding what happened to my remaining balance. 

I therefore request: 

A clear explanation of why my account was closed during active gameplay 

Confirmation of the exact balance remaining at the time of closure 

Clarification on how this balance is being handled 

Immediate review of this situation under fair gaming and responsible gambling principles 

Please note that this issue, combined with my previous complaint, will be escalated further if not resolved appropriately. 

I expect a prompt and transparent response

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Dear Pokkrikerli,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at attila.g@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Attila