The player from Austria had been attempting to close his casino account since May due to gambling addiction but faced continual responses from the casino encouraging him to take a break instead. Despite confirming his request to close the account and understanding that any balance would be forfeited, no action had been taken. He wished to have his account closed and requested a refund of his losses since May. We reviewed the case and asked him to provide the self-exclusion request and related casino communication, but he was unable to send the documents and did not respond further. As a result, we were unable to continue the investigation and the complaint was closed for the time being.
Golisimo Casino - Player’s account closure request is ignored.
Closed
Our verdict
Player stopped responding
Amount: €1,000
Golisimo Casino
Safety Index 6.6 Above averageCase summary
Discussion
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2 months ago
Translation
Hi, unfortunately I suffer from gambling addiction and have been trying to delete my account at this casino since May. I keep getting the same response: Please confirm that any balance on the website will be forfeited if you have your account closed.
I always confirm that I agree, but nothing happens after that. Unfortunately, I've had several moments of weakness since then where I logged in, played again, and lost.
The casino won't let me block my account, and that means I keep playing and losing.
I always receive this email at the end, but after I confirm again that the account should be blocked, I receive no reply.
"Hello A,
Thank you for contacting our VIP Golisimo customer service.
Before we proceed with closing your account, we wanted to check if you would prefer to take a break. We can temporarily suspend our communication with you for:
2 weeks
4 weeks
6 weeks
8 weeks
During this time, you will not receive any messages, notifications, or communications from us—we are giving you the space you need. Once the break ends, we will contact you to see how you would like to proceed, or we can continue the shutdown if necessary.
Please let us know your decision whether you prefer a break or to proceed with the closure.
I want this account finally closed; if possible, I want my losses since May back.
Sincerely, A.
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 DaddyFool,
Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.
I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:
"Self-exclusion request: You can contact the Support Service Team via e-mail at support@golisimo.com, and we will close your account as soon as practicable. It is the player’s responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player’s sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.
For questions or problems related to gambling, you need to contact one of the organizations listed below."
To better understand your case, could you please clarify a few points?
- Did you tryto contact support also through mentioned e-mail regarding your self exclusion?
- Could you please send me a copy of your self-exclusion request to my email karla.m@casino.guru?
Thank you very much in advance for your cooperation. I look forward to your reply.
Karla M.
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2 months ago
TranslationUnfortunately, the email address is... karla.m@casino.guru not reachable or their inbox is full.
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1 month ago
Dear DaddyFool,
Thank you for letting me know.
Could you please try sending the self-exclusion request and the relevant communication with the casino to karla.m@casino.guru again?
Please let me know once you have resent it.
Thank you very much in advance for your cooperation.
Karla M.
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1 month ago
TranslationI tried to forward the emails to you, but unfortunately I'm getting this message again:
Possible causes: The email address is misspelled or contains typos. The email address no longer exists or is no longer in use. The recipient's mailbox is full or temporarily unavailable. The recipient may have set up email forwarding. Perhaps the message was forwarded to an incorrect address.
The address I used is: karla.m@casino.guru
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1 month ago
Dear DaddyFool,
Thank you for letting me know, and I’m sorry that you are still experiencing difficulties sending the emails.
In that case, could you please upload screenshots of your self-exclusion request and the relevant email communication with the casino directly to this complaint thread? This will allow me to review the documentation here without the need to send it by email.
Thank you very much in advance for your cooperation.
Karla M.
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1 month ago
Dear DaddyFool,
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.
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4 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Karla
Casino.Guru
