Unfortunately, such cases are really difficult to handle. If a player doesn't say clearly that the account should be closed because of an addiction, the casino is not able to do so as they cannot know about this addiction.🤷‍♀️

So, if you didn't indicate that straight away, I am not sure if our complaint team will be able to help.

We need to wait now and see how it will unfold and if our team will be able to get to the resolution of your case.

Sorry if you feel this way. All I was trying to say is that the casino is supposed to close the account of each player right away they mention the gambling problems, or addiction. If the player doesn't mention it, the casino is not able to know by any chance that this player has got some problem.

If you did mention your gambling problems, the casino should close the account.

I would like to recommend you read our article about how we review all the casinos, so you have a better idea about our work. Hopefull it'll help.

Also, as Radka wrote in her previous post, as part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, so please take into consideration this action as well.