Goldex Casino - Player's self-exclusion request is ignored.

Ich habe Dienstag (22.06.) meinen Ausschluss beantragt und noch immer kann ich mich bei meinem Konto anmelden und habe auch Geld eingezahlt.

ich habe explizit drauf hingewiesen, dass ich unter Spielsucht leide und deswegen erwarte, dass Verantwortungsvoll gehandelt wird. Doch es passierte gar nichts!

könnt ihr mir helfen?

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.

Die Nachricht von mir habe ich weitergeleitet, aber ich habe immer noch keine Antwort vom Casino bekommen und habe empfindlich viel Geld eingezahlt.

dieses möchte ich zurück fordern und endlich mein Konto gesperrt haben.

Thank you for your email.

Have you received any response from the casino in the meantime?

Have you tried following up with them by sending additional emails or reaching out through other communication channels, such as live chat?

We’ll be happy to continue investigating this further once we have a clearer picture of the communication status.

Ich habe noch immer keine Antwort erhalten und im live Chat sagte man mir, dass ich mich per Mail an den Support wenden müsste.

dies habe ich zwei mal getan, eine Mail habe ich bereits weiter geleitet.

ds aber nichts passiert ist, habe ich mich an euch gewendet.

ich habe ganz deutlich gemacht, dass ich spielsüchtig bin und möchte einfach nur gesperrt werden und ggf. mein Geld zurück erhalten.

könnt ihr mit dem Casino sprechen?

Die weitere Mail habe ich auch weitergeleitet, vom Live Chat habe ich leider keinen Screenshot gemacht, aber mir wurde eh nur gesagt, dass ich mich nur per Mail ausschließen kann und da habe ich deutlich drauf hingewiesen, dass ich spielsüchtig bin.

ich weiß einfach nicht weiter, ich habe mich bei allen Seiten sperren lassen, damit ich nicht weiter spielen kann, nur das Goldex Casino reagiert nicht.

Mein Konto wurde endlich geschlossen, aber ich möchte trotzdem, dass mir mein Geld erstattet wird.

Based on the information you provided, it appears that the casino did not respond to your initial email sent on 22 July. However, your second request was sent on 1 August, and the casino responded three days later, confirming that your account had been closed.

Since there was no response to your first email, we cannot verify whether the message was successfully received. Please note that in order to be eligible for a refund, we require evidence that the player made sufficient effort to request self-exclusion, but the casino failed to protect them accordingly.

In your case, the casino self-excluded you after your second email and responded within three days. Please keep in mind that in most casinos, self-exclusion requests are handled manually by designated departments. This process typically requires some time to ensure that requests are processed accurately and with the necessary attention.

From our perspective, Goldex Casino acted within a reasonable timeframe and restricted your access accordingly. Therefore, the casino cannot be held responsible for any deposits made during the period in which your request was being processed.

As a result, I’m afraid you are not eligible for a refund of these deposits. Regrettably, I must reject your complaint as unjustified.

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