Goldex Casino - Player's account remains open despite self-exclusion request.

Hello, this may sound like a weird request but I emailed goldexcasino on Nov 28th asking to be self excluded as I have a serious gambling problem. I have since loaded probably $12000. They did respond yesterday asking how they can help. I have a serious issue and I take a medication that causes compulsive behavior. Im asking the casino reimbursement for half of my losses as I do take some responsibility but taking days to get back to me and still not closing my account when I told them I have a serious problem. Not sure if this is possible but I desperately need to try. Thank you

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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.

• Could you please specify how many responses from the casino you received regarding your request? Did you receive any reply from the support email, or were you contacted by the VIP manager only?
• How many self-exclusion requests have you sent to the casino, either via email or via chat?

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