GoKong Casino - Player seeks refund due to failed self-exclusion.

Failure to Enforce Self-Exclusion

Dear Casino Guru Team,

I would like to file a formal complaint against Gokong Casino regarding their failure to enforce my self-exclusion request and their lack of responsible gambling measures.

On February 2, 2026, I requested self-exclusion from my account due to gambling addiction. At that time, I was actively taking steps to stop gambling and submitted exclusion requests to multiple casinos. Initially, this worked well, and I was able to stay away from gambling.

However, my account at Gokong Casino was never closed or properly restricted following my request. As a result, in March 2026, I experienced a relapse and was able to access my account and deposit a total of €849.

I subsequently contacted the casino and requested a refund, as my account should have been blocked immediately after my self-exclusion request. However, the casino claims that I was required to confirm my self-exclusion through an additional email. After submitting my initial request, I did not continue to monitor my emails, but in my view, the account should have been fully closed based on my original request, especially given the clear mention of gambling addiction.

I believe that Gokong Casino failed in its duty of care and did not meet its responsibilities regarding player protection and responsible gambling.

For your review, I have attached relevant email correspondence as well as a record of my deposits made after the self-exclusion request.

I kindly ask you to investigate this matter and assist me in resolving it, including the reimbursement of the €849 deposited after my self-exclusion request.

Thank you for your support.

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Dear Villa7772,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve experienced with Gokong Casino regarding the failure to enforce your self-exclusion request.

To better understand your situation and assist you effectively, could you please provide some additional information:

• Were you ever informed by the casino that an additional email confirmation was required to complete your self-exclusion?
• Could you please provide a timeframe for your self-exclusion request, including when you requested account closure and when any deposits were made, and when your account was finally closed?
• Have you had any other relevant communication with Gokong Casino regarding this issue since your self-exclusion attempt?

I hope we will be able to help you resolve this matter as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Petra