Golden Genie Casino - Player struggles to close her casino account.

I have been trying for two months to close my account with Golden Genie after I realised I was spending a silly amount of money online. I blocked myself on all UK sites with the Gambling support but Golden genie refuse to close my account which like any other person with a problem I continue to deposit money. I’ve tried numerous times, I’ve emailed the address they told me to email without any response. Sometimes emailing up to 10 times in one day. Please can I have some help

Dear Katkoota100, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

The problem I have is that they don’t even have a self exclude part on their site else I would have done this. I’ve pretty much deleted all the emails I’ve sent as it was ridiculous how many I had sent.

I'm sorry, but if you do not have any emails showing that you requested to be self-excluded due to gambling problems, we will be unable to confront the casino regarding the refund of your lost deposit. It is essential to keep emails containing such important and sensitive information as self-exclusion requests.

I agree with you that this casino seems very shady. As you can see in our review, the safety index is very low, the casino operates under a fake license, and we consider many of the rules listed in their Terms and Conditions to be unfair.

Dear Katkoota100,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of Katkoota100. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The player sent us the following email:

Hello, several months later I am still losing money to this site as they won’t close my account. I have stated that I have a gambling problem but the account still remains open for me to use. Whenever I speak to an online adviser they direct me to an email address and my emails are never answered

Dear Katkoota100,

please forward me the account closure request mentioning gambling addiction you sent to the casino. My email address is veronika.f@casino.guru. Thank you for your cooperation.

Hi, I have sent an email as requested 🙂

Thank you for your email.

Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of Golden Genie Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Golden Genie Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.