Goldex Casino - Player seeks self-exclusion and data removal.

Hello,

I am contacting you regarding my recent request for self‑exclusion due to a gambling addiction. I played at Golden Casino and asked to be self‑excluded. I also sent several emails asking them to remove my credit card information from their system.

To this day, I have not received any response.

I am formally requesting once again that they:

- Self‑exclude me from their platform immediately

- Remove all my credit card information from their database

As they are licensed under regulatory requirements, I expect these actions to be taken without delay. If this situation is not resolved promptly, I will have no choice but to consider legal options.

Thank you for your attention to this matter.

Sincerely,

Keyhan ****

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Goldex Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• When was the last time you were in contact with the casino support regarding any issue?
• After you learned your self-exclusion wasn't processed, have you contacted the casino via live chat?
• When was the last time the casino allowed you to deposit?

If your account is currently not blocked, as the next step, I recommend you send a new self-exclusion to the casino via email at support@goldexcasino.com and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Goldex Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi i already send them for the fourth time and cc Tommas on that email.thanks

Hi,

I have already asked several times for Goldex Casino to self‑exclude me from their platform. This is the only casino that has my credit card saved on their profile, and despite my repeated requests for self‑exclusion, my account was never closed.

During this period, I deposited a total of $300, even though I had already requested self‑exclusion. If my credit card had not remained linked to my account, I would not have been able to deposit or gamble. I also cc’d Tomas in my previous emails, so the casino was fully aware of my request.

Goldex Casino ignored multiple self‑exclusion requests, kept my account open, and allowed me to continue depositing. This is unacceptable and goes against responsible‑gaming obligations. Because they failed to act on my self‑exclusion request, I am requesting a full reimbursement of the $300 I deposited after asking to be excluded.

It is against responsible‑gaming regulations to ignore a self‑exclusion request, and the casino had a duty to close my account immediately.

Thank you for addressing this matter promptly.

Hi,

I finally found a way to self‑exclude myself. I went through the chat box and spoke with an agent. She told me she couldn’t do anything and that I needed to contact support. I explained that I had already tried several times and nobody ever answered me. I asked her to transfer me to a supervisor, and only then did she finally agree to self‑exclude my account.

However, this is not the only problem. I deposited money after my self‑exclusion request, and by law you are not allowed to let me deposit if you have not responded to my self‑exclusion request. This goes against responsible‑gambling rules.

I would like to be fully reimbursed for all the losses that occurred after my self‑exclusion request, since it was not processed properly.

Here you go what does responsible gambeli g terms says.

if you requested self‑exclusion and the casino ignored your request, you can be eligible for a refund of the money you deposited afterward.  

Casinos are required to block your account immediately once you ask for self‑exclusion. If they fail to do so, the deposits you made afterward are considered their responsibility, not yours.

This is supported by responsible‑gambling standards and real complaint cases where players received refunds when casinos ignored exclusion requests. 

Hello Karim2026,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks i will wait.

Dear Karim2026,

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, Munya (munya.s@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,

Tomas

Thank you very much.

Dear Karim2026,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Goldex Casino to join this conversation and assist in addressing the complaint.

Dear Goldex Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

Ok thanks

Hi, I just want to mention that I am already self‑excluded. I am requesting a refund for the $300 I deposited after I asked several times to self‑exclude myself and the request was not processed. I would like that money back, please.

Goldex Casino

Thank you for honoring the player's self-exclusion request. This proactive step is certainly a positive move toward resolving the complaint. I would now like to seek your cooperation regarding the refund of the losses incurred by the player due to the delay in processing their self-exclusion request. Your feedback and guidance on this matter would be greatly appreciated.

Hello Karim2026 and Munya,

Thank you for bringing this matter to our attention.

We would like to confirm that due to a technical issue, we did not receive the player’s email request for self-exclusion. As a result, the account closure was not processed in a timely manner.

We will be contacting the player shortly to request the necessary details and documents in order to proceed with a refund of 290 CAD, which was deposited after the self-exclusion request.

We apologize for the inconvenience caused.

Thanks for understanding.

Goldex Casino

Your readiness to issue a refund to the player is sincerely appreciated. I look forward to a prompt resolution of this matter.

Karim2026

I would greatly appreciate it if you could keep me informed of any updates regarding your refund.

Regards

I will inform you as soon as i get an answer.thanks

Hi, Goldex Casino informed me that I would be contacted regarding my refund, but I have not received any message from them . I personally sent several emails requesting self‑exclusion before, and none of them were answered. Recently, I also sent an email asking for an update on my refund, and again, nobody replied.

I would like to know why my emails are being ignored. This is unprofessional and unacceptable. I expect to receive my refund as soon as possible,as this  

delay has already gone on for too long.

Thank you for your understanding

Goldex Casino

Could you please provide an update on the resolution of this matter? Your cooperation is greatly appreciated.

Dear Munya and Karim2026,

Thank you for your patience.

We would like to inform you that we have already sent Karim2026 an email requesting the necessary documents and details to proceed with the refund; however, we have not yet received a response.

We will send a follow-up email shortly. If Karim2026 does not receive it or experiences any difficulties, we kindly ask to inform us here so we can explore alternative ways to process the payment.

Goldex Casino

I appreciate your willingness to resolve this issue. I hope the player responds quickly so that this matter can be settled.

Karim2026

Please take note of the casino's communication. Respond accordingly and keep me updated.

Goldex Casino

I respectfully ask you to take note of the contacts provided by the player. I look forward to your communication with them as we work towards resolving this matter. Please provide an update at your earliest convenience.

Karim2026

Thank you for providing the information. I look forward to the casino's response and will keep the response timer on them.

hi here you go the proof that i sended the email and they received it

here you go the screenshot of email sended

receive my messages from this email and i dont have any filter or blocked them so i receive clearly messages from them.thanks

Dear Karim2026,

To simplify the refund procedure, we have temporarily placed your gaming account into suspended status. This means that gameplay and deposit activity remain disabled, however, you are still able to upload verification documents and request withdrawals.

At this stage, we kindly ask you to complete the verification process by providing the required documents in the Verification section of your account, specifically:

-ID document

-Proof of Address

-Card verification document

Once the verification is completed, please request withdrawal of the remaining balance. As soon as the payment is successfully processed, the account will be permanently closed in accordance with your request.

If you encounter any issues during the verification process, please contact our live chat support team - they will be happy to assist you.

Karim2026

Kindly take note of the casino's communication and act as advised. Please, keep me informed in the process.

ok for sure

Hi, thanks for your help. I just submitted my documents and requested my withdrawal. They told me my profile is verified. I will contact you as soon as I receive my refund.

Karim2026

I am pleased to receive this update and look forward to hearing from you once your funds have been received. Best regards.

thanks i am just waiting to see that refund goes throught because they already closed my account.if anything i will adivise you.thanks alot

You are welcome. I will hear from you.

Hi i didnt still received the refund i will wait couple of days then if not received i will advise you.thanks alot

HI ,

GOLDEX CASINO COULD YOU PLZ KINdly PROVIDE ME THE REFUND REFERENCE NUMBER? THANK YOU

Goldex Casino

Could you kindly provide an update or comments on the current status of this issue? Thank you for your attention to this matter.

Hi Goldex casino and casino guru problem is solved i received my refund i wish you all the best

Dear Karim2026 and Munya,

We are glad to hear that the matter has been resolved.

From our side, we can also confirm that the withdrawal was successfully processed and the account has been closed accordingly.

Dear Karim2026,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Munya Shumba

Casino.Guru