N1 — player complaint #63699, 2020-05-21: other

This complaint is not about loss of money but I presume I have to specify a sum and €30 was my loss after my account was prematurely reopened. After 10-15 deposits I decided to use the responsible gaming tool and set a cool-off period of 6 months. After a couple of weeks I received an e-mail stating that my account was reopened.I decided to make one last deposit and then close my account permanently.I requested that via their webform and also requested an explanation as to why my account was reopened but didn't receive a reply so I contacted live chat. They didn't care about it and just asked if I wanted to close my account. After their unwillingness to cooperate I stated that they should leave it open if I decided to make a complaint to MGA. A couple of minutes after the chat session I received an e-mail which read: "We inform you, that your account has been closed per your request. As for your cooling off limit, it was your decision to remove it. Everything was under our rules." This is false and also absurd. I would never even try to remove it since I take it for granted that the tools for responsible gaming work properly. If a player in one way or the other can decide to make a change like this, the tool is obviously useless. For some reason this happened and now they blame it on me. I will not accept that and this is mainly a matter of principle.