Wildz Casino - プレイヤーのアカウントアクセスは自己排除に違反しています。

I am J**** F**** and I am a gambling addict and my complaint is about being able to register to a casino site and deposit money and gamble there even when I had requested them to ban me/exclude me permanently from registering there due to gambling addiction (I have screenshots of it). I am demanding them to refund all my deposits. In email you can see that I have written my name, home address, emails, birthdate. I have sent them the request on 15.9.2024 via email. I attached the screenshots. I registered to their site on february and have made deposits and obviously lost. The casino is under the MGA so this shouldnt have been possible when I have made clear that I have a gambling addiction and they must take action right away. Yesterday I contacted their chat service, and they told me that they will forward the case. I haven’t heard abouth them yet so thats why I came to seek your guys help. Many thanks.

Dear Ntaba,

Thank you very much for submitting your complaint.

I’m sorry to hear about your situation. To better understand the case and proceed with your complaint, could you please clarify the following details?

• On 15.9.2024, when you requested permanent self-exclusion, did you receive any confirmation from the casino that they processed your request?
• Did the casino confirm that your exclusion was permanent and applied to all future registrations?
• When you registered again in February, did you use the same personal details (name, email, birthdate, etc.) as in your original account?
• How much did you deposit in total after re-registering?
• Do you have any written responses from the casino regarding your self-exclusion request or your recent complaint?

If you have any relevant communication with the casino, including their responses and the screenshots you mentioned, please forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello,

I received a following message "Your request (4285345) has been received and is beong reviewed by our support staff"

After this I did not receive any messages. I made 1312 euros deposits in total, but withdrew 350 euros so the complaint is about the 962 euros.

I have no written responses beside that they received my message.