Golisimo Casino - Player's account remains open despite closure request.

Trotz mehrmalicher Bitte mein Konto aufgrund von Spielsucht zu schließen ignoriert dies das Casino und mein Konto ist weiterhin offen.

Es kamen antworten das meine Email eingelangt ist, das ich den Grund angeben soll, was ich auch tat. Aber NICHTS. auch heute ist mein Konto immernoch offen. LiveChat kann ich nicht erreichen. bzw die Option für das Livechat funktioniert nicht.

Ich erbitte um Hilfe mich 1. Bei allen anbieter dieser Lizenz, Partnercasinos, etc zu schließen - da keiner zurzeit reagiert.

Weiters möchte ich das meine Einzahlungen die nach der Sperranfrage getätigt wurden, zurückerstattet werden.

Vielen Dank

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.

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Hello, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Golisimo Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any responses from the casino via email regarding your self-exclusion requests?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please forward the correspondence between you and the casino directly to my email? You can reach me at attila.g@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Lieber Atilla,

Haben Sie vom Casino per E-Mail eine Antwort auf Ihre Anträge auf Selbstsperrung erhalten? JA aber nichts ist passiert.

Könnten Sie bitte bestätigen, ob Sie die KYC-Verifizierung in diesem Casino erfolgreich abgeschlossen haben? NEin - noch keine Auszahlungs bislang

Könnten Sie bitte die Korrespondenz zwischen Ihnen und dem Casino direkt an meine E-Mail-Adresse weiterleiten? wurde soeben gesendet

Dear Player,

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, Kubo (jakub.m@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,

Attila

Bitte um schnelle Hilfe. Das Casino hat mein Konto weiterhin nicht geschlossen obwohl ich nun auch den LiveChat mehrmals angeschrieben habe

vielen Dank

Dear Jakub02,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Golisimo Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Golisimo Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remains open despite multiple self-exclusion requests and explicit statements indicating a gambling problem?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Jakub02,

I have repeatedly tried to contact Golisimo Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best Regards,

Kubo