The player from Austria struggles to close her account despite multiple requests due to gambling addiction, as the casino continues to ignore her pleas. She is unable to access LiveChat for assistance and seeks help to close her account with all partner casinos, along with a refund for her deposits made after her request.
Golisimo Casino - Player's account remains open despite closure request.
Opened
Current status
Waiting for Casino Guru to reply
6d 14h 3m 11s
Golisimo Casino
Safety Index 7.5 Above averageCase summary
Discussion
Public
Public
yesterday
Translation
Despite repeated requests to close my account due to gambling addiction, the casino ignores these requests and my account remains open.
I received replies confirming receipt of my email and asking me to state the reason, which I did. But NOTHING. My account is still open today. I can't reach LiveChat, or rather, the LiveChat option isn't working.
I request help to close my account with all providers of this license, partner casinos, etc. - as none are currently responding.
Furthermore, I would like my deposits made after the account suspension request to be refunded.
Thank you
Automatic translation:
Public
Public
10 hours 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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Public
10 hours ago
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
