The player from Germany formally complains against Goalisimo for failing to close his account despite multiple requests due to his gambling addiction. He continues to have the ability to deposit and play, contrary to responsible gaming principles, and seeks assistance in recovering his total deposits of €1,285.00.
Golisimo Casino - Player's account remains active despite closure request.
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Golisimo Casino
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1 week ago
Translation
Dear CasinoGuru Team,
I hereby submit a formal complaint against the provider Goalisimo.
On April 27, 2026, I first explicitly requested the permanent closure of my account due to gambling addiction via email. I repeated this request several times on April 28, 2026, April 29, 2026, and May 1, 2026, clearly indicating my gambling addiction problem.
Despite these clear notifications, my account was not blocked. Instead, I only received standardized replies asking me to confirm the block again. However, the block was never actually implemented.
Subsequently, I was still able to make deposits and actively play. After my first self-exclusion request on April 27, 2026, I demonstrably made the following deposits:
April 28, 2026: €120.00
30.04.2026: €270.00
30.04.2026: €400.00
30.04.2026: €145.00
30.04.2026: €350.00
Total amount of deposits after blocking request: €1,285.00
These deposits could have been avoided if the provider had properly complied with my blocking request.
What is particularly serious is that, despite my reported gambling addiction, I continued to be actively encouraged to gamble. I received both promotional emails and text messages with bonus offers (e.g., risk-free bets), even though the provider was aware of my situation.
In my view, this behavior represents a clear violation of the principles of responsible gaming and the duty to protect vulnerable players.
I therefore request that you thoroughly examine this case, ask the provider for a statement, and support me in recovering the deposits amounting to €1,285.00.
I have attached the relevant email histories, SMS messages, and transaction records as evidence.
Thank you for your support.
Best regards
Sascha *****
Edited by a Casino Guru admin
Automatic translation:
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1 week 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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1 week ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Golisimo 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?
- Other than the response from Elle, have you received any response to your requests from a live support agent? When and what responses have you received?
- When was the last time the casino allowed you to deposit?
- Have you asked the casino for a refund due to failed player protection? Have you received any response?
If your account is currently not blocked, as the next step, I recommend you request a new self-exclusion via email at support@golisimo.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 Golisimo 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
