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I have requested to close my account due to gambling addiction on 18.4.2026 and at that time I asked that it never be reopened. Now they opened my account without my request, which caused me to lose €3000. I would like to ask for help to get the lost money back from the casino.

Olen pyytänyt pelitilini sulkua peliriippuvuuden takia 18.4.2026 ja silloin pyysin, ettei sitä enää koskaan avattaisi uudelleen. Nyt he avasivat tilini pyytämättäni, mikä sai minut häviämään 3000€. Pyytäisin apua saadakseni nuo hävityt rahat takaisin kasinolta.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly was your account reopened? Was it reopened automatically by the casino, or did you request the reopening yourself?
• How did you discover that you were able to access your account again?
• Have you contacted the casino since then and requested that your account be closed again? If so, how did the casino respond?
• Is your account currently closed, or are you still able to access it?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

My account was probably reopened on June 12th when I received a marketing email from them. I didn't request the reopening myself, they did it unexpectedly.

I found out when I logged into my account as a victim of marketing.

I have asked them numerous times to close my account again, only yesterday they responded and finally closed it. I will send screenshots of this. Now it is finally closed again.

Tilini avattiin uudelleen luultavasti 12.6., kun sain silloin heiltä markkinointisähköpostin. En pyytänyt avaamista itse, he tekivät sen yllättäen.

Sain selville, kun kirjauduin tililleni markkinoinnin uhrina.

Olen pyytänyt lukuisia kertoja heitä nyt sulkemaan tilini uudelleen, vasta eilen reagoivat ja sulkivat sen lopulta. Lähetän screenshotit tästä. Nyt se on vihdoin taas suljettu.

Thank you for your responses.

Am I correct in understanding that the casino agreed to refund €1,500 to you, but you made deposits totaling €3,000 after your account was reopened on 12 June?