Struggled with Self-Exclusion – Operator Didn’t Act and I Continued Gambling

Hi,

I wanted to share my situation and also seek some guidance.

Around May, 2025, I contacted (Gambling company) support via chat and requested self-exclusion due to concerns about my gambling behavior and the urge to continue playing.

However, no immediate action was taken to restrict my account, and I was not clearly guided on how to ensure that self-exclusion was properly enforced. My account remained active, and I was able to continue depositing and gambling for several months.

During this period, I ended up depositing a significant amount (approximately INR 6 million), with very minimal withdrawals.

What concerns me the most is that:
- My request to self-exclude was not acted upon at the time
- I continued to receive bonuses and promotional offers after my request
- Even recently, during my complaint process, I received additional bonuses

This made it very difficult to step away, especially when I had already indicated that I wanted to stop.

I understand that I am responsible for my actions, but I also expected some level of support and safeguards once I clearly communicated my intention to self-exclude.

I am currently trying to take control and have stopped playing, but I wanted to ask:
- What protections should normally be in place in such situations?
- Did the operator have any responsibility to act when I first requested self-exclusion?
- What steps can I take now to prevent this from happening again?

Any guidance or support would be appreciated.

Thank you.