Isso mesmo. Falei com eles várias vezes e enviei vários e-mails... relatando meu problema com jogos de azar. Depois disso, fiz mais depósitos e perdi tudo. Como não me bloquearam e não recebi promoções... acabei caindo nessa. A culpa também é minha, mas acredito que eles não são legais e não ajudam jogadores com problemas.
Anexei uma imagem onde você pode ver alguns dos muitos e-mails que lhe envio... Está claro? 
Hello,
Based on my personal experience with similar situations, the correct procedure is heavily dependent on how the casino defines it in their terms. Sometimes contacting customer support via chat is not enough. In such cases it is crucial to push but as I said, in accordance with the rules. Yet from what I saw in the few user reviews, you had little chance...
"They don't cancel the account when you request self-exclusion, although the terms and conditions state that they do so within 24 hours
The live chat doesn't work, they repeat the same information over and over again, asking for patience and that they'll get back to you, but they can't do anything else
There's no possibility for the user to cancel the account, suspend it, whatever"
To be fair I imagine then when someone feels the urge or is struggling, thinking clearly or straight becomes a secondary problem to deal with. 🙁 Thus, I just want you to know that, from my perspective, casinos should approach each communication regarding potential gambling problems with care.
If the player follows the necessary steps and the account remains open, something is very wrong, and you should complain. Our mediators will go through your screenshot, gather some more details and then we shall see whether there is a way to find a fair resolution for you.
I hope you like the idea; complaint form is here 👈
Will you try it out?
