The player from Arizona struggled to self-exclude from the casino, as her requests were ignored despite her explanations of gambling addiction. She had been attempting to close the account for two months but only received automated responses. The Complaints Team, after reaching out multiple times for additional information, was unable to proceed with the investigation due to a lack of response from the player. Consequently, the complaint was closed, but the player retained the option to reopen it in the future.
Go Go Gold Casino - Player's self-exclusion request is being ignored.
Closed
Our verdict
Player stopped responding
Amount: $4,000
Go Go Gold Casino
Safety Index:LowCase summary
Discussion
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3 months ago
This casino refuses to self-exclude my account. They have an AI ChatGPT that claims the account will be deleted but it never does. I have been trying for almost two months and have explained that I have a gambling addiction and need this account revoked and they ignore all request and make it difficult to contact a live person.
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3 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 months ago
Dear Blahgirlblah,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.
To clarify the issue:
- Could you forward me the account closure requests that you sent to the casino?
- Could you please forward me any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can forward it directly to this thread or to petra.h@casino.guru.
Thank you very much in advance.
Best regards,
Petra
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2 months ago
Dear Blahgirlblah,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Petra
Casino.Guru
