u/Jolly-Pineapple-1730

I’m posting here because I’m trying to understand a situation I had with an online casino (Vavada).

I requested self-exclusion, but I was still able to access my account and deposit money for some time afterwards. Later I was told my accounts were linked and restrictions were applied at user level, but I still don’t really understand when or how that actually happened.

At the time there were no clear self-exclusion tools in the account, so everything had to go through support and I kept getting different answers depending on who I spoke to.

What I’m trying to understand is whether anyone has experienced something similar — where self-exclusion doesn’t seem to work properly or isn’t clearly enforced in practice — and how it was handled in your case.

I’m not really looking for legal advice here, more just experiences from people who went through something similar.

Location: Poland

Hi, I’m looking for general legal guidance regarding an issue with an online casino (Vavada) operating under a Curaçao licence.

I requested self-exclusion, but I was still able to access my account and deposit money for a period of time afterwards. Later the operator stated that my accounts were linked and restrictions were applied at user level, but the process and timing of this are not clear to me.

At the time, there were no proper self-exclusion tools available in the account, so everything had to be handled through support, which gave inconsistent information.

What I would like to understand is whether failures or inconsistencies in enforcing self-exclusion obligations can have any legal or regulatory consequences in the EU context (e.g. under consumer protection or gambling regulation principles), especially in relation to losses that occurred during that period.

I’m not looking for legal representation, just general insight into how situations like this are usually assessed.