Golden Bull Casino ES - Player requests a refund for overdeposit.

I registered at this casino on October 28th. I didn't verify my account; it only told me I could deposit a maximum of €150. Without thinking, and knowing that limit, I deposited €365. I am claiming the remaining €215.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Where did you receive the information that the maximum you could deposit was €150?

Have you activated a deposit limit in your casino account? Do you have any screenshots showing an active deposit limit in your account?

Have you sent any identity documents to the casino for verification?

Have you made all your deposits on 28 October?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

All deposits were made on the same day. Verification was not completed because I did not send my ID and therefore could not withdraw funds. I have attached the limit for not being verified. Thank you.

Have you contacted customer support after discovering that you deposited more than the limit set by the licensing authority? If so, what response did you receive from the casino?

Please forward all communication between you and the casino’s customer support that could be relevant to the investigation of your case to [email protected].

Have you lost all your funds during regular gameplay?

I have many more, they say that in 2019 I verified my Paf account and it's a lie

Here's further proof that in 2019 I verified the account, which is with a different casino, but they tell me it's the same, which is illogical because I registered as a new user at Golden Bull and didn't submit my ID.

Dear Tonivaleria1

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Tonivaleria1,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

The casino is mocking me. I asked for proof of verification from 2019 and they denied it. They just say I should verify in 2019, and I registered as a new user at Golden Bull. Besides that, they never verified my account.

More tests

Dear Tonivaleria1,

I can confirm we have managed to make contact with the casino. We should receive an update in the thread soon.

Hi Tonivaleria1,

We have thoroughly reviewed your case and can confirm that you did indeed have a successfully verified account on Paf.es. Since we belong to the same group and operate under the same DGOJ licence, we only need to apply the €150 deposit restriction the first time a person is verified.

According to our records, your account was successfully verified on May 9th, 2019. However, the screenshots you provided show verification attempts that failed before that date. To better understand the situation, it would be very helpful if you could share the screenshots corresponding to the date when the verification was successfully completed.

Thank you in advance for your cooperation. If you need any further assistance, please don’t hesitate to contact us.

Kind regards,

GoldenBull Casino Representative

Good morning, I don't have any verification email from that date, but the fact is that even if it were real, I registered at a casino that requires verification, and all the proof is there. I've read that every casino, even if it's from the same company but has a different name, requires verification. I've never had to verify.

I sent all the emails from the paf account, and now from golden bull, please be more logical. Best regards.

I would like to add that I checked my emails again and I don't have any that say I'm verified. If that were the case, the account is from 2019, my ID is expired, and I registered with Golden Bull as a new user with my email and my ID number (which has since been renewed). Logically, it should have shown me as a registered user, etc., but I registered normally, and it asked me to verify the account with a photo of my ID, which I didn't do. I don't understand why you don't acknowledge this error. Sincerely, Golden Bull. I hope this can be resolved and put behind me.

Dear parties,

thank you for your cooperation. Now that casino representative is in this thread, I would first like to ask for some clarifications from the player.

Dear Tonivaleria1,

can you please explain the reason why you deposited more than €150 and on which of the following grounds do you believe you are entitled to a refund of the difference?

Are you challenging the casino's non-compliance with their regulatory standards? Were you attempting to withdraw your funds and was such payout rejected based on your verification status? Or, most importantly, have you indicated any gambling problems to the casino, which would mean you shouldn't have been allowed to play? If so, do you have any past communication which would prove this please?

Alternatively, is there a different reason? Thank you in advance for your response. This will help us guide the complaint in the right path.

According to casino law in Spain, you can't deposit more than 150 without verification. I deposited more than that without realizing it, which is why I requested self-exclusion afterward.

Dear Tonivaleria1,

thank you for your swift response.

Dear Casino Representative,

thank you for joining the discussion. As we have established, the player exceeded the €150 deposit limit while unverified, which should not be possible under Spanish regulations. This is specifically useful in cases with people who have encountered gambling issues.

Additionally, the player mentions that their ID had been renewed since 2019 and that they were allowed to register as a new user. Could you explain how and when your system matched the identity with the previous account? Why wasn't the €150 limit applied if at the point of the new account creation, he had not yet been known to have been verified on a previous account? Can you please provide us with this timeframe?

Hi,

The Spanish regulation is clear that we need to verify the identity of each new person before allowing them to deposit more than 150 euros or withdraw any amount, and that's what we observed in 2019 when he was required to verify his previous account, which was successfully verified in May 9th 2019. Multisite registration takes into account any previous statuses that affect the SSN, which includes self-exclusion status, verification status and RG restrictions on previous accounts under the same license, always that they are not anonymized. The new registration was made that way, which is approved by the DGOJ, and therefore we didn't have to observe that restriction again, as the SSN / person are the same.

Apart from that, of course we need to have the documentation in force, that's why he was requested a new verification after documents expired, but that is not linked to the first verification of the user.

Hope this helps, and we will not continue discussing the same points again, we invite the player to try other channels if our resolution, which will not change, is not satisfactory.

Best regards.

Golden Bull Casino does not allow any registered user to register again. That said, their treatment of future customers leaves much to be desired. Regards.

Casino Goldenbull, can you explain why you sent me this email? I sent all this proof and the account is not verified.

Dear casino representative,

thank you for outlining your position and for your responses throughout this case.

Dear Tonivaleria1,

thank you very much for your cooperation throughout this process.

I've reviewed all communication presented here, and I must conclude that I do not believe this issue is related to gameplay fairness or the casino’s conduct, but rather to how Spanish regulations are applied. In this case, we are not able to help you in any way, as at this point you are effectively raising a complaint against the casino's compliance with regulatory rules, not any principles of fair gambling which we deal with.

Because this is a matter of regulatory interpretation, we unfortunately cannot intervene further or request a refund on your behalf. Only the DGOJ, as the national regulator, can review whether the verification status from 2019 should still be considered valid and whether the €150 deposit limit should have been applied again.

We therefore recommend that you forward your case directly to:

Dirección General de Ordenación del Juego (DGOJ)

Please include all documentation you shared with us. In case you need any help with submitting the complaint. please contact me at [email protected]

In the meantime, we are closing this complaint as it falls outside our authority, but we wish you the best of luck and hope that the regulator will offer a resolution fair for both sides. Please do let us know about the outcome of the complaint - we will then be able to classify it accordingly.

Kind regards

Martin

Dear parties,

we’ve reopened this complaint at the request of Tonivaleria1. We are pleased to announce that the funds in question have been successfully paid out.

Dear Tonivaleria1,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Golden Bull Casino ES for their involvement. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're here to help ! 

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Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru