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Goldenbet took my money and when I asked for my account to be closed due to gambling issues they did however I asked for it to be reopened and it was without any hesitation. I spoke to them again after spending a lot more money and they eventually closed my account. I’ve complained with them and told them they didn’t have self exclusion controls in place, don’t identify problem spend and patterns of behaviour (as required under their licence), session limits, time out options etc and didn’t close my account when requested. I’ve asked them to provide a copy of my transactions under GDPR but they are refusing. I’ve asked them for a copy of their licence and who they are licensed by but they never answer the questions. This is greatly affecting my mental health. They are not even able to operate in the UK.

I’ve got lots of correspondence saved that I can send on but am unable to attach.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problems you're experiencing. To better understand your situation, could you please clarify the following:

• When did you first request the closure of your account at this casino? Please forward me your initial account closure request along with the casino's responses at veronika.f@casino.guru.
• When exactly was your account reopened?
• How many deposits did you make after your account was reopened?

Regarding your request for a transaction report, please note that we are unable to provide a comprehensive report of your deposits and withdrawals. Casinos are typically not obligated to store or provide this data, and we do not have the legal authority to compel them to change this policy.

I hope we can help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

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Thank you for your patience, and stay safe.

Dear Ds8441,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.