Account reopened after permanent exclusion

Dear Shanzak,

Thank you for bringing our attention to this issue. We have contacted representatives of Cosmobet and asked them to address your complaint directly. We appreciate your patience during this time and hope to resolve this complaint soon.

Best Regards,
Betpack Team

Dear Player and Betpack team,
Thank you for bringing this matter to our attention.
Regarding the closure and reopening of the account, we would like to clarify the following:
When a player requests to close an account without specifying that the reason is gambling-related, the request is processed as a standard time-out rather than a permanent self-exclusion based on responsible gambling measures. According to our rules, in such cases the account may be reopened upon the player's written request, and this is done at the casino’s discretion.
(Rule: “The account can be reopened prematurely in case of written request of the Player at Casino’s sole discretion.”)
In November, the player requested the account to be reopened, and because the original closure was not registered as gambling-related, reopening was technically permitted under our procedures.
However, after receiving the new information about gambling issues, the account is now permanently closed as a responsible gambling measure, and it will not be reopened under any circumstances.
We remain committed to following responsible gambling guidelines and cooperating fully with Betpack to ensure a transparent review of the case.
Kind regards,
Cosmobet Casino Support Team

In my first closure I clearly told the casino of my gambling issues which is admitted by casino
Can you please ask the casino to share my email from July where I asked them to block my account .I am happy to close the case if gambling is not mentioned .
Also share the details of my explicit agreement in November .

Dear Player and Betpack team,

Thank you for your follow-up message.

We appreciate the request for copies of previous correspondence. However, please note that due to data protection regulations and privacy obligations, we are not permitted to publish or share any customer personal information, including emails or account communication, through public channels.

If the player wishes to review the correspondence, they are welcome to contact our support team directly from their registered email address, and we will be happy to assist through a secure and private communication method.

We remain committed to responsible gambling standards and to handling all personal data in accordance with legal requirements.

Kind regards,
Cosmobet Casino Team

You can share it me over my email ..and copy betpack as well .
Can you kindly do it as it’s been two months already
Your team is non responsive .my last two emails to cosmobet were returned to me ..looks like I am blocked on your systems ..so please share it .its been 2 months ..lets come to a conclusion .

Dear Player,

Thank you for your message.

For privacy and security reasons, we are only able to share account-related information directly with the account holder and through secure communication channels.
To continue with your request, please contact us from your registered email address at [email protected]
so our team can verify your identity and assist you further.

Once verified, we will be happy to review and provide the relevant correspondence privately.

Kind regards,
Cosmobet Casino Team

I have just emailed you again ..can you confirm if you have received my email please ?and respond with the closing email I send in july please