BetAlice Casino - L'account del giocatore è stato riaperto senza consenso.

I had asked for my account to be closed due to gambling addiction issues… the account was reopened without my consent and I fell for it again by depositing €870.

Avevo chiesto la chiusura dell’account per problemi di dipendenza legati al gioco d’azzardo…l’account è stato riaperto senza il mio consenso e ci sono cascato di nuovo versando 870€

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Dear Tommmm,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain the difference between closing an account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does have an impact. If a player successfully requests self-exclusion, the casino agrees not to reopen the account, or only under particular circumstances (after the cooling-off period, and this cannot be done for players who are addicted/with gambling problem). 

• Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is [email protected].

Thank you very much in advance. 

Best regards,

Jean

I asked the casino to permanently close my account due to my gambling addiction. The casino said it had closed my account. After a few months, they reopened it without my consent and sent me emails with bonuses to get me back in. Unfortunately, I fell for it again and played.

Ho chiesto al casinò la chiusura definitiva dell’account a causa della mia dipendenza da gioco d’azzardo. Il casinò aveva detto di aver chiuso account. Dopo qualche mese hanno riaperto l’account senza il mio consenso e hanno inviato mail con bonus per farmi riaccedere. Purtroppo ci sono cascato di nuovo e ho giocato

Thank you very much for your reply, Tommmm. Could you please forward all relevant correspondence (account closure requests, casino's replies to the request and casino's confirmation of account closure) between you and the casino to [email protected]? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

I sent you everything by email

ti ho mandato tutto via mail

In addition to sending you everything via email, I wanted to point out that despite the fact that I requested a permanent account closure in May, and they confirmed they had done so, they continue to send me promotional emails. I'm awaiting a review of the material sent to Casino Guru and I hope for a refund, given the casino's bad faith.

Oltre a mandarvi tutto via mail volevo segnalare che nonostante a maggio ho sollecitato nuovamente la richiesta di chiudere definitivamente account e comunicano di averlo fatto continuano a mandarmi mail promozionali. Attendo review del materiale inviato a casinò guru e spero in un rimborso vista la malafede del casinò

I have received your email. Thank you.

I can see here that on March 4, 2026, you asked for the permanent closure of account due to a gambling addiction.

The casino replied on the next day, March 5, 2026, with a confirmation that your account was permanently closed without any possibility of reopening.

To better understand why permanent closure was not implemented after March 5,2026, could you please clarify the following details:

• Was your account really closed on March 5? If so, when did you reopen it?
• After reopening it, when was it closed again? Did you send additional account closure requests to have it closed again?
• Did you send an email to the casino asking why they reopened your account despite stating permanent closure in a previous email?
• Did you try to reach out asking for refunds?

Any relevant communication, please send it to [email protected]. Thank you in advance.