Hello, and thank you all for your time.

First, let's address your claim that you informed customer service about a gambling addiction on February 18th. At that time, you hadn't met the x1 wager requirement but requested a full withdrawal, citing a gambling addiction. It became a bit tricky because, in that context, the customer service team perceived it as an attempt to quickly withdraw funds without fulfilling the x1 wager requirement. Given similar requests they've handled many times before, they didn't acknowledge your gambling addiction.

Recently, you raised an issue on the forum, and we investigated it, resolving the matter for you. Simultaneously, due to alerts from forum members, we discovered past addiction issues on other gambling sites. According to our terms of service, we could have directly closed your account since you didn't inform us about addiction issues on other platforms. However, considering the possibility that you may have gambling issues, we opted for a more compassionate approach by suggesting a $500 solution to ease your concerns. We sincerely apologize if our private messages were confusing.



Despite our proposal, you didn't request self-exclusion or respond to the offer in the following days. Your ongoing expressions of stress made us realize that your gambling problem was becoming more serious. Combined with your feedback to multiple customer service representatives on March 1st and 2nd about your gambling addiction, we decided to retract the offer and lock your account to avoid further problems.