Goated Casino - Player claims unfair refund process.

Hi Team,

I told there agent prior to 2 deposits that I had a gambling problem, however the agent ignored me. I deposited 3 x with the first deposit I ended up withdrawing once. However that was after I told the agent. They only refunded me for one of the 2 transactions and they said that the withdrawal for the first one covers the second which is not fair as the withdrawal happened due to the first one which they said they wouldn't cover. This is a scam overall I have screenshots of everything please provide an email as they only refunded me a certain amount which I still have not received.

Sincerely,

Dear sati725,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

• Am I correct in understanding that the casino did not refund only one deposit to you, but you won something from this deposit and successfully withdrew these winnings?
• Could you please specify how much you deposited in this deposit and how much you won and withdrew from it?
• When did you make this deposit, and when did you inform the casino of your gambling problem? Please state the exact dates and times.

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

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

In total, I am negative about $1400 Canadian to there site that they have not refunded. They only refunded 1100$ so no I never successfully profited in any sort of way.

The dates and times I cannot provide anymore as they took away my access to the casino, can I send you screenshots perhaps?

Also the first deposit is the reason the withdrawal happened the issue is I explained everything when I did the first deposit so they linked the second withdrawal to the second deposit which is not accurate or true.

I deposited 9.51 ltc and withdrew around 7.5.

I have lost a total of 2500, which 1100 was refunded.

There offering me $900 something usdt but I haven’t received it I think they did something weird… but they never offered the full $2500 Canadian. Which is the exact amount I wanted refunded.

Thank you for your responses. Please send me the account closure request you sent to the casino at veronika.f@casino.guru along with the casino's replies. Also, please forward me the screenshots you mentioned in one of your previous replies.

I indicated to them I have a gambling problem and nothing was done that’s why there providing a refund however they won’t refund it properly. I need a refund for 2/3 deposits that’s very unfair.

Dear Veronika,

Following our review of the complaint, we acknowledge there were some small communication issues between the player and our agent during this matter. However, it is also noted that the player chose to proceed by stating, "never mind." and made his deposits.

If the outcome had resulted in the player winning, it is unlikely this conversation would be taking place.

We understand the player’s situation and have carefully reviewed the details. Our findings are as follows:

Timeline of Events:

• The player informed us of an issue at 9:47 AM.
• This was after their first deposit at 9:36 AM, which was not previously communicated to us. As a result, this deposit does not qualify for a refund.

Second Deposit Review:

• Upon review, the player successfully withdrew slightly more than their deposit amount.

Third Deposit Review:

• The remaining balance pertains to the player’s third deposit of 7.56 LTC (equivalent to $755.49). This amount was refunded.

Refund Details:

• The refund was credited to the player’s account, which was placed in withdrawal-only mode to ensure no further bets could be made.
• The player successfully withdrew the refunded amount to an address they inputted. This transaction was processed instantly.

Subsequent Claims:

• The player later claimed the address entered was not theirs and requested additional funds to be credited.
• A review of the blockchain shows that within a few minutes of the withdrawal, the player successfully transferred the refunded funds from the provided wallet to another wallet.

Based on these findings, the refund issued for the third deposit is accurate and in line with our policies.

Best regards,

Jake

I never received anything. First things first it should’ve been paid in LTC and my first withdrawal is due to the first one. All I’m asking for what is owed. This is very unfair I feel like something very weird is going on. I don’t think you guys used the address I put.

The blockchain transaction sent by me took a few minutes by then the conversation had already been started and talked about… you admitted your guys mistake please just do what’s right.

All i’m asking for is for this situation to be fixed Jake.

Dear sati725,

Thank you for your patience while we reviewed the evidence provided by the casino. After a thorough discussion within our team, we have concluded that you are not eligible for any additional refunds.

It is important to emphasize that if you wish to self-exclude from a casino, you must explicitly state that you are suffering from gambling addiction and request to block your account. While you mentioned in a chat that you had self-excluded from other casinos with a Curacao license due to gambling issues, you did not clearly confirm whether you are still struggling with addiction or if those self-exclusions remain valid. Furthermore, there was no direct request to self-exclude from Goated Casino.

We recognize the casino’s decision to partially refund your deposits as a gesture of goodwill. Based on our review and the number of similar complaints you have submitted to our platform regarding refund requests, we believe you are not entitled to additional refunds. This decision also serves as a reminder that you should now be fully aware of how to properly request self-exclusion to ensure your rights are protected.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Veronika

Casino Guru Complaint Resolution Center