The chat consultant made a mistake by…
The chat consultant made a mistake by giving me the wrong email address to block my account. Because of this, I was unable to properly self-exclude.When I later asked for a refund of the funds that were deposited after I had sent an email to the incorrect address, I was told that they have no record of such a chat, even though they claim to store chat conversations for six years. The support team even suggested that I must not have spoken with one of their consultants.This is strange, because they do have a chat that refers to the conversation in which the consultant gave me the wrong email address, and that follow-up chat took place two days later. It seems like they are trying to sweep the issue under the rug and clear themselves of responsibility by claiming that I spoke with a different support agent.I don’t remember my account ID. I can provide my email address instead: pinacolada1987.pm@ gmail. comThe chat with the consultant took place on 26.07.2025, around 1–3 PM. At that time, I was given an incorrect address for self-exclusion. I sent the request to the address provided by the consultant on 28.07.2025. Another chat occurred on 28 July, where I asked if sending an email would be enough to block the account, because I had already done so, but I didn’t receive a response. That chat exists, but the earlier one is missing, and that is the problem. I am very sorry that the support suggested I must have spoken with another team back then, but that is not true. I remember the entire sequence of events clearly.All of my correspondence was conducted with your Quality Control department. Please review it.No, that’s not everything. There was an earlier chat that you do not seem to have, and the conversation you quoted is a continuation of the one that is missiYour own logs confirm that a chat session took place that day, but the transcript is missing. This was the conversation where I was given the incorrect email address
