Goldex Casino - Player's account remains unresolved due to responsible gaming issues.

I am submitting this complaint regarding Goldex Casino and my recent experience that has led to a devastating financial and emotional situation.

I am a compulsive gambler who also suffers from bipolar disorder, which severely impacts my decision‑making ability during gambling activity. Despite this, Goldex Casino allowed me to deposit thousands of dollars over a short period of time with no intervention or responsible‑gaming measures on their end.

I repeatedly attempted to self‑exclude, but the process was slow and delayed, and I was able to continue gambling while my requests were pending. As a result, I have lost my life savings on this platform.

I have emailed Goldex Casino multiple times requesting assistance, a responsible‑gaming review, and a potential refund of my deposits, but I have not received any response to date.

I believe that Goldex Casino has failed to follow responsible‑gaming practices by allowing excessive deposits from a customer clearly in crisis without any checks or support.

I am respectfully asking Casino Guru to assist in contacting Goldex Casino regarding my case and to help me seek a resolution or refund for my losses.

[personal information hidden by Casino Guru]

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

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Thank you for your patience, and stay safe.

Hello Veronika,

First, I want to thank you for trying to help me during this difficult time.

I want to mention that on this casino’s website and app, there is no visible Responsible Gaming section, which makes it impossible to self-exclude by yourself. You have to contact their support, which has been unresponsive. Even after I sent an email requesting self-exclusion, I was still allowed to make deposits. I feel this is done on purpose to keep players depositing.

I have attached a screenshot of me requesting self-exclusion. I have also emailed them numerous times with no response.

My question for you is: do I have a valid case here? Have you ever seen online casinos like this refund or reimburse clients in situations like mine, or should I not get my hopes up? Also, could you explain how Casino Guru helps in this type of situation—do you contact the casino directly to try to resolve it for me?

Thank you so much for your time and support. I am willing to fully cooperate and provide any evidence needed.

Kind regards,

Thank you for your email.

Could you please forward to me the emails you sent to the casino requesting the closure of your account? I would also like to note that I have not received any screenshots from you so far.

Please understand that we can only contact the casino and assist you further once we receive sufficient evidence showing that you requested self-exclusion, but the casino failed to protect you and allowed you to continue depositing, playing, and losing.

Thank you for your email.

According to the screenshot provided, you requested to be self-excluded on July 29. However, you have not mentioned the reason why you wish to self-exclude from this casino.

Could you also specify when exactly your account was closed?

Dear Elie2649,

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.

Hi Veronika,

The reason I requested self-exclusion on July 29 was because I was struggling with a gambling problem and needed to protect myself from further financial and emotional harm. I specifically wanted the account closed so I could no longer deposit, play, or incur losses.

However, the casino failed to enforce my self-exclusion request and allowed me to continue depositing and playing after that date, which resulted in significant additional losses.

The casino has never informed me of the exact date my account was actually closed, so I am unable to provide that information.

Thank you for your assistance in addressing this matter.

After carefully reviewing your case, I must inform you that the reason for requesting the closure of your account was not mentioned in your original account closure request. Because of this, we cannot hold Goldex Casino responsible for failing to protect you, and cannot approve a refund of the deposits made.

Regarding the screenshot you provided, it shows that you received the casino’s email "yesterday." Since you sent this screenshot to me on 1 August, I can assume the casino emailed you on 31 July, when your account was already closed. Please note that in most casinos, self-exclusion or account closure requests are handled manually by a dedicated department. This process may require some time to ensure that requests are handled carefully and with proper attention.

From our perspective, Goldex Casino acted promptly by restricting your account access within a reasonable timeframe. For this reason, the casino cannot be held responsible for any deposits made during the request-processing period.

Consequently, I am unfortunately unable to approve your complaint and must consider it unjustified.

I understand this may be disappointing, and I hope this explanation clarifies the reasons behind our decision.

Best regards,

Veronika

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