I have requested "one year self exclusion " for my account on December, 5th 2023. Last week I contacted the support team, but one of their support said I have requested permanent exclusion. Ofcourse it was a mistake, I lost my account now.
Was there anything valuable on your account left? If there was nothing left, maybe you can just make another account and dont stick to the past?
that would be against terms of service as once you permanently exclude yourself (even by mistake) the casino is required to never let you play on their site again. if he created a new account, he would just get banned.
I would say that it is a strange logic, that casino give you only one chance=one account, and if something happens (like with that guy, who was trying to be self excluded, instead got his account deleted), you have no chance to return. Why would not casino give a second chance to have an account, if you tell them your story?
The casino are so fond of amount of clients they have, that they dont want their former client to return? The casino only believe in "one final decision"? For instance, what is something got changed in my life and with me, that means I cant change my decision?
That's why casinos give cooling-down period prior to self-exclusion being implemented, to make sure the player are sure with the request as it can't be retracted mid-way once undertaken. And why only one chance one account? because it's self exclusion. It means the players requesting to be excluded because they can't help themselves from compulsive gambling. We can call it a cry for help, if that make the logic easier to understand.
If casinos give another chance following permanent self exclusion and/or allowing another account to be created during the self-exclusion period, that means they facilitate problematic gambling and encourage gambling addiction, of which against the Gambling Responsible Act. So yes, one chance=one account, if it's related to exclusion.
And what should the player do?
We can try by get him to PM me his UID so I can reach my contact and get a broader narrative of his situation. Whether he only ask for one year exclusion and something else happens due to technical error or he did ask for permanent exclusion, regretted it [something got changed in his life and with him that make him change his decision], and invented the story. Won't be the first instance, if we're talking about self-exclusion and compulsive gambling.
One thing for sure though: creating another account mid-exclusion or after permanent-exclusion is a recipe for disaster. In all casinos.