Vodka.bet Casino - La cuenta del jugador ha sido cerrada sin una resolución adecuada.

Good day, in October 2023, I asked the casino in the chat to block my account due to gambling addiction. The casino requested that I send an email, which I did, and subsequently, they blocked my account. A year later, I also wrote in the chat asking for the account to be unblocked, and they did, resulting in my loss of $1300. According to their site rules, an account blocked for addiction cannot be unblocked. I requested a refund, but they refused, claiming my account had not been blocked due to addiction a year ago. However, if you request the chat history from them, you'll see the opposite is true. The casino demanded the email I wrote to them, but naturally, after a year, I no longer have the email as I clean out my inbox. Nonetheless, I provided them with proofs from their chat that showed I informed them of the addiction, but they said that chat correspondences hold no weight. The casino is playing by its own rules. I ask for your help in dealing with this platform and holding them accountable.

Добрый день,в октябре 2023 года я попросил у казино в чате блокировку по причине игровая зависимость, казино попросило меня отправить письмо на почту я отправил и меня заблокировали. Спустя год я также написал в чат с просьбой о разблокировке и меня разблокировали вследствие чего я проиграл 1300$, по правилам их сайта аккаунт заблокированный по зависимости нельзя разблокировать. Я попросил вернуть денежные средства, мне отказали сославшись что мой аккаунт был год назад заблокирован не по зависимости, хотя если вы запросите у них истории переписок по чату вы убедитесь в обратном. Казино потребовало у меня письмо что я писал им на почту, естественно спустя год письма нет я чищю почту, но я предоставил им пруфы из ихнего чата что я писал и уведомлял о зависимости, они сказали все переписки в чате это вообще не несёт никакой силы. Казино играет в свои правила, я прошу вас помочь мне и наказать данную платформу.

Dear SodaTV,

Thank you very much for submitting this complaint. I'm sorry to hear about the difficulties you're experiencing. To help us better understand your situation and assist you, I would like to ask for some additional information.

Could you please provide screenshots showing the exact date when you communicated with customer support and explicitly requested to be self-excluded due to gambling addiction? I noticed that the screenshots you have provided so far show today’s date, which does not confirm the timeline of your initial request.

Please understand that to assist with refund requests related to failed self-exclusion, we need evidence from the time of your initial self-exclusion request, including your email to the casino and their response. In your request, it is important to clearly state the reason for account closure (e.g., gambling addiction) and specify the duration of the self-exclusion period. Without this documentation, we are unable to proceed further.

Thank you for your understanding, and I look forward to your reply.

Best regards,

Veronika