Goldex Casino - Pelaajan omaehtoista pelikieltoa koskevaa pyyntöä ei oteta huomioon.

I requested my exclusion on Tuesday (June 22nd) and I can still log in to my account and have also deposited money.

I explicitly pointed out that I suffer from a gambling addiction and therefore expect responsible behavior. But nothing happened!

can you help me?

Ich habe Dienstag (22.06.) meinen Ausschluss beantragt und noch immer kann ich mich bei meinem Konto anmelden und habe auch Geld eingezahlt.

ich habe explizit drauf hingewiesen, dass ich unter Spielsucht leide und deswegen erwarte, dass Verantwortungsvoll gehandelt wird. Doch es passierte gar nichts!

könnt ihr mir helfen?

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I forwarded my message, but I still haven't received a response from the casino and I've deposited a significant amount of money.

I would like to reclaim this and finally have my account blocked.

Die Nachricht von mir habe ich weitergeleitet, aber ich habe immer noch keine Antwort vom Casino bekommen und habe empfindlich viel Geld eingezahlt.

dieses möchte ich zurück fordern und endlich mein Konto gesperrt haben.

Thank you for your email.

Have you received any response from the casino in the meantime?

Have you tried following up with them by sending additional emails or reaching out through other communication channels, such as live chat?

We’ll be happy to continue investigating this further once we have a clearer picture of the communication status.

I still haven't received a response, and the live chat told me I'd have to contact support via email.

I have done this twice and have already forwarded one email.

But since nothing happened, I turned to you.

I have made it very clear that I am addicted to gambling and simply want to be banned and, if possible, get my money back.

Can you speak to the casino?

Ich habe noch immer keine Antwort erhalten und im live Chat sagte man mir, dass ich mich per Mail an den Support wenden müsste.

dies habe ich zwei mal getan, eine Mail habe ich bereits weiter geleitet.

ds aber nichts passiert ist, habe ich mich an euch gewendet.

ich habe ganz deutlich gemacht, dass ich spielsüchtig bin und möchte einfach nur gesperrt werden und ggf. mein Geld zurück erhalten.

könnt ihr mit dem Casino sprechen?

I also forwarded the other email. Unfortunately, I didn't take a screenshot of the live chat, but I was told that I could only opt out via email, and I clearly pointed out there that I was addicted to gambling.

I just don't know what to do. I've blocked myself from all sites so I can't continue playing, but Goldex Casino isn't responding.

Die weitere Mail habe ich auch weitergeleitet, vom Live Chat habe ich leider keinen Screenshot gemacht, aber mir wurde eh nur gesagt, dass ich mich nur per Mail ausschließen kann und da habe ich deutlich drauf hingewiesen, dass ich spielsüchtig bin.

ich weiß einfach nicht weiter, ich habe mich bei allen Seiten sperren lassen, damit ich nicht weiter spielen kann, nur das Goldex Casino reagiert nicht.

My account has finally been closed, but I still want my money refunded.

Mein Konto wurde endlich geschlossen, aber ich möchte trotzdem, dass mir mein Geld erstattet wird.

Based on the information you provided, it appears that the casino did not respond to your initial email sent on 22 July. However, your second request was sent on 1 August, and the casino responded three days later, confirming that your account had been closed.

Since there was no response to your first email, we cannot verify whether the message was successfully received. Please note that in order to be eligible for a refund, we require evidence that the player made sufficient effort to request self-exclusion, but the casino failed to protect them accordingly.

In your case, the casino self-excluded you after your second email and responded within three days. Please keep in mind that in most casinos, self-exclusion requests are handled manually by designated departments. This process typically requires some time to ensure that requests are processed accurately and with the necessary attention.

From our perspective, Goldex Casino acted within a reasonable timeframe and restricted your access accordingly. Therefore, the casino cannot be held responsible for any deposits made during the period in which your request was being processed.

As a result, I’m afraid you are not eligible for a refund of these deposits. Regrettably, I must reject your complaint as unjustified.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.