What Happened
A player says they emailed the casino on 11 March 2024 asking for permanent closure because of a gambling problem, and wrote again later, but got no real reply. Months later they found the account still open, kept playing and deposited again. They want a refund of the losses they say followed, put at about 1,386 TRX and 1,303 XRP.
How It Developed
- Complaint opened. The player said live chat explained how to self-exclude, but the option did not work for them.
- The casino said its records show a one-day exclusion on 13 March 2024 that ran out with no renewal, another one-day exclusion on 31 August 2024, and a permanent closure on the day it was asked for, 31 October 2024.
- The casino said it had no permanent request before that date and asked the player to resend the original email with its headers. It also offered a data request through its privacy team.
- The player said an email of 11 March and another in April were ignored, and that they had told the casino about a gambling problem many times before October.
Unresolved
The casino says no permanent request reached it before 31 October 2024; the player says earlier emails were ignored. No refund is shown.
What Has (and Hasn't) Helped
The case turned on proof of the first request. If you self-exclude by email, keep the sent message with its full headers, and ask the casino to confirm in writing that the exclusion is permanent and not a one-day break.