How long should you wait for the casino investigate and respond? For context self exclusion was requested for indefinite period and applied to the account and confirmed as such. However account was reopened without consultation with me the account holder and I've now deposited and lost monies. Should the operator refund these monies as this was an error on their side lifting this self exclusion. I believe this to be the case be the correct course action. Should I log a complaint or I've been waiting 8 days for a response and have requested an update many times.

You should definitely file a complaint if you chose to close the account indefinitely and they opened it without your permission.

Our complaint team will try to investigate the whole matter with you.

Please follow this link to do so.

May I ask how you found out that the account got reopened, though?

I started to recieve promotional emails. I self excluded in 2022 and haven't received anything until March 2025 from them so it was reopened then. Been in correspondence with them for two weeks and no response other than it's with another department and they will come back ASAP but nothing is happening. Have no raised a complaint here and will do so with the license authority as the operator are eager to avoid resolving this issue when there is a clear error with operators internal systems.

Our team is already working on your complaint, as I can see, so soon we will try to get in touch with the casino to get a better view of this situation.

The good thing is that your account is closed again now, as you mentioned there, and you are not able to get in anymore.