What Happened
A player says they told the casino about a gambling problem on 28 September 2026 and asked for permanent closure, then asked again the next morning. According to the player, the account stayed open and they lost about $1,500 or more before it was finally blocked. They want those losses back, an explanation for the delay and written proof the account is closed for good.
How It Developed
- The mediator asked the casino for an update and warned that silence would close the case as unresolved.
- The casino said its terms require a 24-hour cooling-off period and then a fresh request once it ends. By its logs, the exclusion started on the afternoon of 28 September and the player's next email came about two and a half hours early.
- The casino said no new request followed, so the closure was never completed, and it turned down a refund.
- The player disputed the timeline, saying a confirmation email on the morning of 28 September started the clock, so their request came after the cooling-off ended. They listed ten demands and asked for an independent review.
- The player also corrected the time of their own request and asked why the casino's logs did not show it.
Unresolved
The casino refused a refund, saying the player's second request came before its 24-hour cooling-off ended. The player disputes its timeline.
What Has (and Hasn't) Helped
The casino's answer turns on timing: it says a permanent closure needs a second request made after the 24-hour cooling-off ends. If you are excluding yourself, ask which steps the terms require, keep every confirmation email with its time, and repeat the request once the wait is over.