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My request to be self excluded was ignored. Within the space of a week I lost £1000’s

I asked to be self excluded via email. I asked for this because I recognised I had a gambling problem and wanted to protect myself from losing - the money I had just won helped me to brake even from previous loses on this casino and sister casinos. This request was ignored and within 24 hours I was able to return to goldenbet casino and gamble around £1200+.

The casino did not protect me from this. Over the space of a week I have deposited and lost thousands of pounds and I have not been questioned on this. Then when I ask to be excluded I am ignored and able to lose more money. 

There is no player protection here for vulnerable gamblers. I have asked that they explain why my request was not actioned and that they provide me with details of their regulators so I can take this complaint further. I don’t want this to happen to anyone else. I have sent them proof of my email but I am just being ignored.

Thirtyk

Dear Winna,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

I have checked the general terms and conditions, and this is what I found (here):

Self-Exclusion

In case the situation is more serious, the Player may request the self-exclusion for an extended period. You shall contact our customer support team via email and request the self-exclusion for a period of between 6 months and 5 years. In case the User does not specify the period for the self-exclusion, the Account will be closed for 6 months.

support@goldenbet.email

I can see that you sent an email to the KYC department but you never mentioned the gambling problem. Have you sent any emails to support@goldenbet.email, please?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I email the KYC email as they had been dealing with me and communicating with me via this email, I don’t understand why it would have to be a specific email I sent it to. I mentioned self exclusion and they did nothing. I don’t specify a period but they should have defaulted to the 6 months. But they didn’t, then didn’t even reach out to me to discuss this further, they just allowed me to continue he betting wrecklessly. I was not in control of my actions

Please understand that if you didn't send the email to the correct email address and didn't specify the reason why you request self-exclusion we won't be able to assist you. Not every casino department is able to block your account.

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Goldenbet Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@goldenbet.email (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

Dear Winna,

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.

What’s the point.

you said if I didn’t request help from the casino to self exclude, by sending a specifically worded email, to the specifically designated email address then my complaint will go nowhere. That’s a shocking response to be honest, however I am not surprised at the least. These casinos make it as difficult as possible to withdraw funds, then even to self exclude. It’s a travesty, shouldn’t be allowed. Mainstream UK casinos, being regulated by the British gambling commission are much more protective of their players, they have a respectable duty of care. I guess fresh bet do not. They did not protect me in the slightest…. They allowed me to cancel a large deposit (after I had asked to be self excluded) then they allowed me to gamble that whole £2000, and even deposit more. All over the space of 24 hours or so. Not self excluding me until I had lost my whole balance with them. I will never gamble at this site again, or any it is affiliated with.

I apologize for not being able to provide more assistance in resolving this case. Please feel free to reach out to us if you encounter any problems with other casinos in the future. However, due to the reasons mentioned above, I must reject this complaint. Thank you for your understanding.