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No Responsible Gambling Intervention and monitoring of harm – £100,000 Lost

Review:

Lost £100,000 in a single night session on GoldenBet. Despite multiple clear harm indicators—rapid, escalating losses, high-stakes VIP play, late-night sessions, distress, and a blocked withdrawal request by support —there was no behaviour monitoring and no intervention or welfare checks.

When I raised my concerns, GoldenBet refused to address the issues and deflected to inappropriate and irrelevant information, providing no evidence of responsible gambling harm monitoring oversight.

This is a serious failure of Curaçao Responsible Gaming standards. I would caution others about the lack of proactive protection and warn vip individuals to not use this website, as they cause harm on vulnerable individuals and decline their wellbeing.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Goldenbet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your account currently blocked, or is it accessible to you?
• Do you consider yourself a vulnerable individual in need of protection from further gambling?
• Have you attempted to activate any responsible gambling tools in the casino at any point?
• Could you please share with me your communication with the casino regarding the responsible gambling issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomas,

Thank you for your response, I will email you at tomas@casino.guru with the information in your message.

Many thanks

Jamie

Thanks for sharing the information with me.

From our perspective, if you believe you are in need of protection from further gambling, you need to disclose your gambling issues to the casino. Once you inform the casino about your gambling issues, the casino should act to protect you. Following your disclosure of gambling issues, it appears your account was closed.

Preventive measures, namely monitoring of your activity in real time, are not commonplace or mandatory in most jurisdictions. We don't consider such responsible gambling features to be mandatory at this time in online casinos.

Please let me know if there are any other circumstances I might have overlooked; otherwise, the complaint will be closed.

Dear Jamie_888,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru