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

Hello there

I have emailed support 2 times and filled out a contact form in the chat stating the issue. I emailed the VIP 2 times also. I have only had a response from the VIP as she said support forwarded her my concerns and replied with other options rather than self exclude but I have stated how serious my issue is but my account is still open.

Hello

Also I had a pending cashout of $1550 i cannot log in to my account anymore and I have had no response about the cash out. This so much!

Update i did receive the $1550 cash out

Could you please specify when exactly the casino closed your account?

Also, please forward me all the communication between you and the casino regarding the self-exclusion at veronika.f@casino.guru. Thank you for your cooperation.

Hello Veronika

I sent you the emails i had via email.

Thanks [redacted by Casino Guru]

I sent the request to be excluded on Nov 28th to support, on Dec 2 the VIP responded saying support forwarded her my email and suggested other options to control my spending. My account remains open so Dec 3 I tried the live chat but it was not working I filled out a contact us form stating my serious issue. The VIP replied on Dec 4 again asking my to contact her to discuss but my account remained open. Dec 4 i emailed both VIP and support asking to be reimbursed for half of my losses as I continued to load thousands of dollars, Dec 5 continued to play until finally in the afternoon my account was disabled. At the very least the VIP knew of my serious issue on Dec 2 when she replied maybe sooner, knowing that I clearly stating I have a serious gambling problem and need to be locked out immediately. My account should have been closed not replys to help me try to stay on a budget.

Dear Charliejoe1234

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, Igor (igor.p@casino.guru). 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

Dear Charliejoe1234,

I am so sorry to hear about your problem with the Goldex Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Goldex Casino representative to join this conversation and participate in resolving this complaint.

Dear Goldex Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Hello,

Thank you for bringing this case to our attention. We have reviewed the situation and carefully checked the correspondence with the player.

We can confirm that the player contacted us on December 5 with a request to close the account. Following this request, the account was placed into suspended status, and it was closed the following day. The temporary suspension was applied due to a pending withdrawal on the account at that time, which needed to be resolved before final closure.

Based on our review, we do not see any irregularities or violations on our side. The player’s request was handled properly and in line with our procedures.

Dear Goldex Casino,

Thank you for your reply and for joining this complaint.

According to screenshots from the player’s very first message, the first email with self-exclusion request was sent on 28/11.

Could you please comment on that?

Hi Igor,

Thank you for your continued assistance with this case.

We have now sent you, via email, the correspondence between the player and our support team for your independent review. This should help provide full clarity on how the situation was handled from our side.

If anything further is required from us, we remain available.

I reached out via email to support team on Nov 28th stating I have a serious gambling problem. I never did receive a reply from the support team, on Dec 2nd I received an email from the VIP stating that my email was forwarded to her by the Support team and wanted to know more about the issue, when I clearly stated the issue in my email. I was taking some responsibility asking for only half of my losses, but in light of the fact that the casino does not want to take any responsibility for failing to close my account within a reasonable time frame of my first email, i would now like to seek reimbursement for all of my losses from Nov 30th to Dec 5th. I cant be sure of the exact amount but its well over $12000. I was waiting for pending withdrawals which I also emailed support that im waiting for them to be approved so I can self exclude, still nobody replied saying they could disable the account while my withdrawal is pending. I sent another request Dec 3th through the chat. I then sent another email Dec 4th and then Dec 5th this time asking for reimbursement for my losses. My account was disabled immediately. Why was my initial request not taken seriously when it was affecting my wallet, but as soon as there was a threat to the casinos wallet, prompt action was taken immediately. The fact is that if my email below was handled in the same manner we wouldn't be here right now, I can forward this to you

From: [redacted by Casino Guru]

Sent: November 28, 2025 5:50 PM

To: support@goldexcasino.com <support@goldexcasino.com>

Subject: SELF EXCLUDE

Hello

Please self exclude me immediately i have a serious gambling problem and need to be blocked out right away

Thanks 

Dear Goldex Casino,

Thank you for your reply and the email.

But could you please comment on the fact that the first email with the self-exclusion request was sent to your support on 28/11 and that there was no response whatsoever?

Hello Igor,

Thank you for your message.

After reviewing the case once again, we can confirm that the player first contacted us with a request related to self-exclusion on 29 November at 17:22 UTC. However, in that communication the player did not mention any gambling-related problems or concerns. The conversation concluded with the player’s own message stating:

"Thanks so much, I have another withdrawal for $600. Once that is approved I will email to take a break. Much appreciated, thanks so much!"

This correspondence was already forwarded to you for reference.

Based on the above, we do not see any issues in how this case was handled. All actions taken on the account were carried out strictly in line with the player’s explicit requests and the information provided at the time. The account status was adjusted only when the player later followed up accordingly.

From our perspective, the request was processed correctly and in full compliance with the player’s stated intentions.

Dear Goldex Casino,

Could you please comment on the fact that the first email with the self-exclusion request was sent to your support on 28/11?

Please check the attached screenshot.

Hello,

Thank you for bringing this to our attention.

We have reviewed our support system and incoming communication records; however, at this moment we were not able to identify a self-exclusion request from the player dated 28/11. That said, we understand that technical issues or delivery inconsistencies can occasionally occur, so we do not exclude the possibility that the message may not have been properly registered on our side.

To allow us to verify this correctly, we kindly ask the player to resend the original email as a forwarded message (not as a screenshot) to support@goldexcasino.com. This format contains the original technical metadata, including the sending date and time, sender and recipient addresses, message ID, and delivery routing details. These elements allow us to confirm whether the message was successfully sent and where it was addressed.

Once we receive this information, we will review it promptly and proceed accordingly.

I have forwarded the email to goldexcasino, thanks

Dear Charliejoe1234,

You sent me an email in which you informed me that you were not able to find the requested email.

However, in this thread, you mentioned that you forwarded the email to the casino.

Could you please clarify whether you were able to find the email and whether the message you sent me is now irrelevant?

Thank you.

Hi Igor

Sorry I was able to find the email. I have forwarded it as asked.

Dear Goldex Casino,

Please review the forwarded email and let us know when there is any update.

Dear Igor,

We would like to clarify that we have not received any new emails regarding this matter so far. To avoid any misunderstandings or technical issues with delivery, we kindly ask the player to resend the message once again.

If there are any difficulties with sending the email directly to us, the player may also forward the same message to you so that you can share it with us for verification. This will allow us to properly review the request and proceed accordingly.

Thank you for your cooperation.

I have forwarded the message and added Igor also. Thank you

Dear Goldex Casino,

I have forwarded you the email I received from the player.

Please let us know whether either of the emails was delivered to you.

Thank you.

Dear Igor,

Thank you for your involvement and for helping to move this case forward. We have sent you an email to discuss several important points and clarify the situation in more detail. We look forward to your feedback so we can proceed accordingly.

Dear Charliejoe1234,

I have reviewed the entire case and the evidence once again.

After your initial email from 28/10, you had conversations with Emma on 29/10 and 30/10.

However, you did not mention or ask about the email from the previous day.

You also did not inform support during these conversations about any gambling problems; you only stated that you would request self-exclusion once the withdrawal was completed.

Is this correct? Did I miss anything, or would you like to add something?

Feel free to share any additional information.

Hello Igor

No, I did not mention in those emails that I had sent a previous email about a serious gambling problem, I was worried my account would be closed amd I would not receive my winnings. After I did receive my winnings that is when I sent the message through the chat I believe that was on Dec 1st. In that message I did express that I had a serious gambling problem and need to be excluded immediately, I believe in that message i did mention my first email but like I said before I did not take a screen shot of that.

Thank you

Dear Charliejoe1234,

You have not yet mentioned that you submitted a request for self-exclusion on December 1st.

Could you please provide any evidence or documentation related to this request?

Hello Igor

Unfortunately I do not have documentation, or the exact date because it was through the chat menu.

Thank you

Dear Charliejoe1234,

So, after your initial email on 28/11 and the chat with your VIP manager on 29/11, you had two more live chat conversations on 4/12 and 5/12.

After the last live chat conversation on 5/12, your account was blocked within a few hours.

Is this correct? Would you like to add anything?

Hi Igor

The thing that makes this difficult is that the VIP Manager did not reply to my original messages. I sent the first email Nov 28th, I never received a response from anyone. I continued to play and on Nov 29th I had won and wanted to cash out but my account still was not verified so Nov 29 I emailed support as I was concerned that they may still close my account. That email stated that im waiting for my account and withdrawal to be approved then I need to self exclude. I did receive a response to that email from Emma on the 29th and 30th. By Dec 1st the issue was resolved I received my winnings. Now I believe it was Dec 1st I sent a message through the chat it was a contact form I filled this out stating again that I had a serious problem and need to be self excluded. On Dec 2nd is the first email I received from the VIP I believe it was in response to that message I sent through the chat. She responded asking for more details on my problem but again the original message was not attached the subject line was How can I help.

By this time I was still playing and had some small wins so of course with having this gambling problem I continued to lose thousands of dollars. Then I sent another message I believe through chat that I need to self exclude and received this response from VIP

By this time I had lost so much money I sent an email asking to be reimbursed and finally my account was closed on Dec 6th. This whole ordeal within a week I lost alot of money. I know the emails are abit scattered but this is in part because some of my messages were sent through chat and my original messages are not included in the response from the VIP Manager. The reason I was only requesting half of my losses is because I know I didnt pursue the self exclusion as hard as I could have only because I was waiting for pending withdrawals. But here are my points

1. If my initial request was responded to I may not be in this situation.

2. Even in my email to about my withdrawal i mentioned I need to self exclude but nobody acknowledged that and maybe suggest that my account could be disabled while waiting for my withdrawal.

I have a serious gambling problem its very hard to pull away, I reached out for support and needed immediate action.

Thank you

Hello Igor

Anyways in response tobyour question Nov 28th I semt an email with no response. November 29 and 30th i sent emails to support in regards to my cashout and verification and received replies from Emma. Dec 1st I sent a message through chat, I think the Dec 2nd reply from the VIP was to that message and I stated I have a serious gambling problem and need to be self excluded immediately, her response was asking for more details but I was waiting for a cashout. Dec 4th i sent an email asking again to be self excluded and VIP responded Dec 5th I attached her message in my last reply. Still she did not close my account rather asking me to consider other options. When I asked to be reimbursed my account was finally disabled. Thank you

Sorry also, I do not have any proof of my messages sent through the chat.

Thank you!

Dear Charliejoe1234,

You mentioned that you were concerned that if you asked the live chat support to close your account or informed them about your gambling problems, they might cancel your withdrawals and confiscate your balance.

Was there any message from the casino or any specific rule you found that might indicate such a potential action from the casino’s side?

Hello Igor

No my players account had not been fully verified yet and the withdrawals were not approved and kept being rejected. I was just concerned if I self excluded that I would forfeit my winnings. I wasn't aware that they could have just disabled my account so that I could not play anymore until everything was approved. In each email I did mention I need to self exclude but im waiting for a withdrawal or I need to take a break but im waiting for withdrawals I wish someone would have told me this was an option.

Thank you again

Dear Goldex Casino,

Could you please provide me with the history of all the player’s deposits made from 28/11 until the account was closed?

Hello Igor,

We have sent you the requested transaction document by email.

Dear Charliejoe1234,

Regarding your email from 28/11, did you receive any kind of confirmation email or ticket number?

In most cases, when support receives an email, a confirmation message is automatically sent to the player.

Hello Igor

No i did not receive a confirmation email for any of the emails I sent to Goldex Casino. The email was sent successfully i did not receive a report that it failed.

Thank you

Dear Goldex Casino,

I've reached out to you again via email, and I would appreciate it if you could take a moment to review and respond at your earliest convenience.

Thank you in advance for your cooperation.

Hello,

We have replied to your email. Please check your inbox at your convenience and let us know if anything further is required from our side.

Dear Charliejoe1234,

After a detailed and comprehensive review of this case, I have come to the conclusion that the effort you made to self-exclude was not sufficient.

The first email sent on 28/11 could not be located by the casino. Since no confirmation email or reference number was received, it was indeed most likely not delivered.

During the following two days, in your conversation with the VIP manager, no gambling problem or related issue was mentioned. The support was only informed that once the withdrawals were processed, you would like to take a break. Additionally, there was no mention of the email request from the previous day.

On 02/12, the support asked you to clarify the situation and provide further explanation, but there was no response to that email.

Only on 04/12 and 05/12 did you clearly inform the support about your gambling problem. Your account was then closed within what we consider a reasonable timeframe.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.