AquaWin Casino - После запроса на самоисключение аккаунт игрока остаётся открытым.

I asked for the account to be blocked yesterday. Today I still have access to the account and I've spent 100 euros. I want a refund of those 100 euros and the account blocked as I requested due to addiction to the game.

The account is still open after several conversations with the online chat to close it for being addicted to the game and they don't want to know

Pedi o bloqueio da conta ontem . Hoje continuo a aceder a conta e ainda gastei 100 eur . Quero o reembolso desses 100 eur e o bloqueio da conta como pedi por vicio do jogo.

A conta continua aberta após varias conversas com o chat online para fecharem por ter vicio do jogo e nao querem saber

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Dear sylviaslb,

Thank you very much for submitting your complaint. I'm very sorry to hear about your negative experience. First, I'd like to explain the difference between closing an account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does have an impact. If a player successfully requests self-exclusion, the casino agrees not to reopen the account, or only under particular circumstances (after the cooling-off period, and this cannot be done for players who are addicted/with gambling problem).

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is [email protected].

Thank you very much in advance.

Best regards,

Attila G.

I'm still depositing. It's complicated. I don't know how much I've spent. I have to check the history

Continuo a depósitar . Ta complicado. Ja nao sei quanto ha gastei . Tenho k ver no histórico

174 eur that I already deposited after asking for the account to be closed due to addiction to the game

174 eur que ja depositei apos pedir o fecho da conta por vicio do jogo

Last night, after 3 emails, they replied to me. I'm attaching their reply. It's laughable that they ask me if I always want to close my account.

Ontem a noite após 3 mails la me respnderam .envio em anexo a resposta deles . É de rir ainda me perguntarem se senpre quero fechar a conta

So my reply this morning was the one attached:

Portanto a minha respsta hoje de manhã foi esta em anexo :

Casino response now:

Resposta do casino agora:

My answer:

A minha resposta:

They closed the account yesterday... but they're not going to pay anything as far as I can tell. The replies were in English. I sent the emails to your employee. Anyway, it's all a *****

Fecharam a conta ontem.. mas nao vao pagar nada pelo que percebi. As respostas foram em inglês. Enviei os mails para a vossa colaboradora. Enfim é tudo uma *****

Dear sylviaslb, thank you for your response. Could you please confirm whether you have had any funds left in your account at the moment of its closure?