Go Go Gold Casino - Player Requests Refund and Account Closure.

am requesting assistance regarding Go Go Gold and a refund of $1,672 in documented purchases.

I have a documented gambling problem and have been attempting to permanently stop using social/sweepstakes casino applications. I contacted Go Go Gold seeking a refund and permanent account closure/self-exclusion.

Go Go Gold refused my refund request, stating that its purchases are digital products and "cannot provide refunds." More concerningly, their customer service told me that I could continue using the purchased SC coins to "win more SC coins and redeem them after reaching the withdrawal threshold."

My request is not simply because I am dissatisfied with the games. I am seeking assistance because of my gambling problem and responsible-gambling concerns. Encouraging me to continue gambling after I sought help and requested a refund/closure is especially concerning to me.

I have 28 Go Go Gold purchase-confirmation emails documenting $1,672 in purchases from September 9 through October 1, 2026. I can provide these receipts, screenshots of my communications with Go Go Gold, and documentation supporting my responsible-gambling concerns.

I am asking Go Go Gold to permanently close and self-exclude my account, stop all marketing communications, and refund the $1,672 in documented purchases to the original payment methods.

I have attempted to resolve this directly with Go Go Gold without receiving a satisfactory resolution. I am asking Casino Guru to assist by contacting Go Go Gold and helping obtain a substantive response to my request.

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Dear Jenella79,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.

I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:

"• Self-Exclusion will result in restriction of access to your User Account and a block placed on your User Account so that, as far as we can prevent it, access to your User Account will be denied.

• Self-Exclusion is not fail-safe and we cannot guarantee that it is. However, we will take reasonable steps to ensure a Self-Exclusion request is implemented correctly.

• Self-Exclusion also requires commitment to the Self-Exclusion by the Player. Players who request a Self-Exclusion must not try and circumvent the Self-Exclusion by registering a new User Account, setting up new emails to register an account or in any way disguising their identify to register a new account.

• We would suggest any Player who requests Self-Exclusion also cease to follow Pulsz on all social media channels.

• During a Self-Exclusion a Player should not enter any competitions relating to Pulsz and will not be permitted to win any competition prizes.

• During a Self-Exclusion, not daily login will be allowed and no daily login rewards etc. will be processed.

How long will it take to complete the Self-Exclusion process?

• We will process the Self-Exclusion or Take a Break Request for an account within a reasonable time period after verification gogogold-service@outlook.com. You will receive a confirmation email once your request is successfully processed. In the event that you choose to continue using your account during the Self-Exclusion or Take a Break Request period, you are responsible for any activity such as purchases of Gold Coins.

• We would recommend that you logout of your User Account and cease your access to our social media as soon as you make your request.

You may not sell, trade, redeem or otherwise transfer gold coins to any person or entity, including (but not limited to) other users or any third party, or cash out or exchange gold coins for real money or any real merchandise in any other way. All of your purchases are for the purpose of improving your gaming experience, for leveling up, and for your enjoyment in participating in our games."

To better understand your case, could you please clarify a few points?

• Did you tryto contact support also through mentioned e-mail regarding your self exclusion?
• Could you please send me a copy of your self-exclusion request to my email karla.m@casino.guru?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.