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The player from Spain requested account closure due to a gambling problem, but the casino failed to comply with Responsible Gaming regulations and kept the account open despite his request. After losing more money while the account remained active, he asked for a refund, emphasizing that the casino’s own terms stated accounts should be closed within 24 hours. The Complaints Team reviewed the situation and concluded that the player did not submit a proper self-exclusion request, which was required for the casino to act on responsible gambling grounds. Therefore, it was determined that winrolla casino the casino acted within a reasonable timeframe by closing the account after the player’s initial request.
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