The player from the Netherlands found his account blocked despite having been allowed to play earlier. Although he was still able to log in, he was unable to participate in games while continuing to receive promotional emails. He requested a refund but denied having requested self-exclusion. After investigation, it was determined that without a self-exclusion request, he was not eligible for a refund. The complaint was therefore rejected as unjustified by the Complaints Team.
Goldrun Casino - Player’s account has been blocked.
Closed
Our verdict
Unjustified complaint
Amount: €2,700
Goldrun Casino
Safety Index:Very highCase summary
Discussion
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2 months ago
Translation
The casino lets me play during crunches, and now my account has been blocked. I can log in, but I can't play. I keep getting emails with promotions.
Automatic translation:
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2 months ago
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.
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2 months ago
Dear C078,
Thank you very much for submitting your complaint. I'm really sorry to hear about your issue with Goldrun Casino. I'm afraid I will need more information regarding your problem. Could you please elaborate?
Thank you in advance for your response.
Best regards,
Attila
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1 month ago
Dear C078, thank you for your response. Do I understand correctly that you are currently registered in a national self-exclusion registry?
If so, are you still allowed to place deposits at Goldrun Casino?
Additionally, could you please share your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru.
Thank you in advance for your cooperation.
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1 month ago
Dear C078, thank you for your response. Could you please share your self-exclusion request? You can reach me via email at attila.g@casino.guru.
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1 month ago
Thank you for your responses.
According to the available information, you have confirmed that you have not requested a self-exclusion from Goldrun Casino, nor mentioned any gambling related issues. As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.
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.
Best regards
Attila
Casino.Guru
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