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Failure to Enforce Self-Exclusion

Dear Casino Guru Team,

I would like to file a formal complaint against Gokong Casino regarding their failure to enforce my self-exclusion request and their lack of responsible gambling measures.

On February 2, 2026, I requested self-exclusion from my account due to gambling addiction. At that time, I was actively taking steps to stop gambling and submitted exclusion requests to multiple casinos. Initially, this worked well, and I was able to stay away from gambling.

However, my account at Gokong Casino was never closed or properly restricted following my request. As a result, in March 2026, I experienced a relapse and was able to access my account and deposit a total of €849.

I subsequently contacted the casino and requested a refund, as my account should have been blocked immediately after my self-exclusion request. However, the casino claims that I was required to confirm my self-exclusion through an additional email. After submitting my initial request, I did not continue to monitor my emails, but in my view, the account should have been fully closed based on my original request, especially given the clear mention of gambling addiction.

I believe that Gokong Casino failed in its duty of care and did not meet its responsibilities regarding player protection and responsible gambling.

For your review, I have attached relevant email correspondence as well as a record of my deposits made after the self-exclusion request.

I kindly ask you to investigate this matter and assist me in resolving it, including the reimbursement of the €849 deposited after my self-exclusion request.

Thank you for your support.

Important notice:

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Stay safe.

Dear Villa7772,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve experienced with Gokong Casino regarding the failure to enforce your self-exclusion request.

To better understand your situation and assist you effectively, could you please provide some additional information:

• Were you ever informed by the casino that an additional email confirmation was required to complete your self-exclusion?
• Could you please provide a timeframe for your self-exclusion request, including when you requested account closure and when any deposits were made, and when your account was finally closed?
• Have you had any other relevant communication with Gokong Casino regarding this issue since your self-exclusion attempt?

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

Thank you very much in advance for your reply.

Best regards,

Petra

I was told in the live chat (dont have screenshots of live chat) at the time that self-exclusion can only be done via email.

The Terms and Conditions state: "You can contact the Support Service team via email, and we will close your account as soon as practicable." 

It’s possible that I received another email requesting additional confirmation after my self-exclusion request, but I haven’t checked my spam folder since then, partly to avoid seeing any casino promotional emails. Plus, the spam folder empties itself after a few days.

In my opinion, no additional confirmation is necessary. If I write that I’m a problem gambler, then the account should be closed immediately upon acknowledgment—or do they think I’ll suddenly say that I’m not a problem gambler after all?

The self-exclusion request was submitted on February 2, 2026.

Deposits were made from March 19, 2026, through March 25, 2026.

The account was then closed on March 25, 2026.

All I have left is the confirmation dated March 25, 2026, stating that my account has been closed.

Here is the confirmation of the account closure.

Hello Villa7772,

We would like to update you that due to Petra, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petra has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petra will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Villa7772

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 Martin (martin.l@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,

Petra

Hello Villa7772,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the GoKong Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Do you have a full copy of the communication concerning the self-exclusion request? Thank you in advance for providing us with your view of the issue.

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.

The casino continues to send promotions via email.

Dear Villa7772,

i am sorry to hear the marketing communications have not stopped. We are extending the timer again, as we want to explore some other ways to re-establish contact with the casino. If there are any new developments on the matter, please keep us updated.

Nothing new. The casino isn't responding to my emails anyway, and the live chat just says they're forwarding the case.

I'm still getting promotional emails.

And the casino still hasn't commented on the case.

Bekomme immernoch Werbe-Emails.

Und zum Fall hat sich das Casino bei mir immernoch nicht geäußert.

The third timer is running out. 

No comment yet from the casino.

I don't think GoKong Casino wants to resolve this issue.

Dear All,

We have received the complaint and we appreciate you bringing this to our attention.

To ensure a proper investigation, I have escalated your case to our specialist team.

We are working to provide a resolution as quickly as possible and will notify you immediately once we have an update.

Thank you for your patience and understanding.

Kind Regards,

Gokong Casino Team

Dear casino representative,

thank you for your response, I am happy to see the technical issues have now been solved. As the case has been opened for quite some time now, I would kindly like to ask you give us an update as soon as possible.

I hope for a reply as soon as possible.

Ich hoffe auf eine möglichst schnelle Antwort.

Dear Villa7772,

Your satisfaction is important to us, and we want to ensure that you have a positive experience.

After a careful review, as a gesture of goodwill, we are happy to return 1205 EUR. To proceed with the refund, kindly provide us with the details of your bank account in the following format:

• Full Name (please include all names including middle names)

• E-mail

• IBAN or Bank Account Number

• BIC

• Bank name & location city

• Country of where bank is

We have contacted you privately via email requesting the above mentioned bank details to initiate the refund.

If you have any further questions or require assistance, please don’t hesitate to let us know.

We appreciate your support.

Best regards,

GoKong Casino Team

I have already sent the information.

Thank you.

Ich habe die Angaben bereits gesendet.

vielen Dank.

Please confirm once the refund has been processed.

Ich bitte um Bestätigung, sobald die Rückerstattung veranlasst wurde.

Dear GoKong Casino representative,

thank you very much for the update. I am confident the issue will be resolved in the near future. I will leave this complaint open until Villa7772 confirms his withdrawals have been paid out.