What Happened
A player from Australia says they asked the casino to close their account for good on 1 September 2026, and again on 29 September after telling it in writing about a gambling problem. According to the player, the casino offered a seven-day break and then a temporary closure instead, the account could still be reopened in early October, and a $50 free chip was offered on 6 October.
How It Developed
- Complaint opened. The player listed 6,691.52 USDT in deposits from 1 to 11 October, said not all of it was a net loss, and asked for records and a refund of net losses.
- The player admitted saying no in some live chats when asked about a gambling problem, but said the written disclosures should count too.
- The mediator shared the player's 29 September email asking for a permanent exclusion and backed the refund the player wants.
- The player said that email was one message taken out of context, and that a staff member had promised a note on the profile to stop reopening.
- The mediator reminded the player not to post in capital letters. No casino reply appears on the page.
Ongoing
The mediator is backing the player's refund request, and no casino reply appears on the page yet.
What Has (and Hasn't) Helped
Putting the gambling problem in writing mattered: the mediator used the player's 29 September email to back the refund request. If you need a permanent block, ask by email, say it must not be undone, and turn down any offer of a short break instead.