Goldex Casino

Public

Alison8888

Bronze

Australia

Public

yesterday

Complaint against Goldex Casino – Account closure and cooling-off requests ignored

I am submitting this complaint about Goldex Casino’s handling of my repeated requests to close or restrict my account and stop me from gambling.

I first asked Goldex to close my account on 9 August 2026. I contacted them several more times because my request was not completed. Many of my emails went unanswered, even though I clearly explained that I wanted to stop gambling and restrict access to my account.

I continued contacting Goldex because I was struggling with gambling and needed the casino to prevent me from continuing to gamble.

I later requested a one-month cooling-off period because of my gambling problems. I also stated that I did not want promotional messages or incentives during this period.

I sent this request by email on 14 September 2026. I sent another request on 19 September 2026, asking Goldex to activate the cooling-off period immediately.

Despite these requests, my account remained open and accessible. I was still able to deposit money and gamble.

Goldex has since refunded $985 as a gesture of goodwill. I appreciate this refund, but I do not believe it fully resolves the matter. It does not account for all the money deposited after I repeatedly asked Goldex to close or restrict my account.

After reviewing my transaction history, I found that I deposited more than $20,000 from 9 August 2026 onwards.

I am not claiming that every deposit should automatically be refunded without review. I am asking Casino Guru to compare my complete transaction history with the dates and contents of my requests. This will help determine which deposits and losses should be considered in light of Goldex’s failure to act on my requests.

The amount I continued to deposit shows how serious my gambling problem had become. I was actively asking Goldex for help because I could not control my gambling, but my account remained open and I was able to deposit large amounts.

The $985 refund should therefore not be treated as a full and final settlement. I am asking for an investigation into the much larger amount deposited after I first asked Goldex to stop me from gambling, especially the deposits made after Goldex was clearly informed of my situation.

I have kept evidence of my communications with Goldex, including emails, screenshots, account records and transaction history. These records show the dates of my requests and the deposits made afterwards.

I also found a previous Casino Guru complaint involving Goldex. In that case, Goldex acknowledged that a player’s self-exclusion request had not been processed and agreed to refund deposits made after the request. I understand that every complaint must be assessed separately, but I believe this case may be relevant to how Goldex handles requests from players experiencing gambling problems.

I ask Casino Guru to investigate:

● My first account closure request on 9 August 2026.

● All later requests and emails I sent to Goldex.

● The fact that many of my emails went unanswered.

● My one-month cooling-off request of 14 September 2026.

● My further request of 19 September 2026 asking for immediate activation.

● Whether Goldex received, or should reasonably have received, these requests.

● Why my account remained open and accessible.

● The total deposits made from 9 August 2026 onwards, which appear to exceed $20,000.

● The deposits and gambling activity after my cooling-off request.

● The circumstances of the $985 goodwill refund.

● Whether Goldex followed its responsible-gambling obligations and internal procedures.

● Whether any additional amount should be refunded.

I am willing to provide my complete transaction history, emails, screenshots and other evidence. I can also provide proof of when my emails were sent and, where available, evidence that Goldex’s emails were successfully delivered to my inbox.

Please review the complete history of my communications and transactions rather than treating this as one missed request. I repeatedly tried to stop gambling and asked Goldex to close or restrict my account, but I remained able to gamble and deposit significant amounts.

I appreciate the $985 refund already provided, but given the amount deposited after my requests for help, I believe this matter requires a full investigation and mediation.

I would appreciate Casino Guru’s assistance in reviewing the evidence and helping determine a fair resolution.