The player from Italy received multiple emails from gaming vendors stating that a self-exclusion request had been filed, which he denies requesting. The original request allegedly came from Goldbet. The player lost email informing him about being self-excluded and failed to provide us with any further evidence, so we rejected the complaint and recommended him to contact ADM.
GoldBet Casino - Player is confused by self-exclusion request.
Amount: €100
GoldBet Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Good day everyone, I'm trying to explain my issue. On 15/08/23, I began receiving emails from the gaming vendors I'm registered with, notifying me that a self-exclusion request had been made. I called all the vendors and ADM to understand where the request originated from, and specifically, it started from Goldbet. Now, this is something I never requested, but I must also mention that it's futile to contact their customer service, as the representatives simply refuse to listen. My question to you now is, is there a way to resolve this situation? Or is everything irreversibly compromised and I'll just have to wait out for the six-month validity period to end?
Thanks, Lavdream
Automatic translation:
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1 year ago
Dear lav.dream,
Thank you very much for submitting your complaint. I'm really sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please confirm that you never asked to be self-excluded from GoldBet Casino? Has the casino ever sent you any email or message after your account was self-excluded? Please forward any relevant communication between you and the casino to veronika.l@casino.guru.
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
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1 year ago
Translation
Good morning, thanks for your promptness in responding, I confirm that I have never received my self-exclusion from the dealer
Automatic translation:
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1 year ago
Have you received any email from the GoldBet Casino that your account has been self-excluded? I assume that you are now unable to access your account. When was the last time you tried to log into the casino?
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1 year ago
Translation
Hi, yes I can access the site and my account, and I confirm that I have never received any communication from the site regarding self-exclusion, unfortunately the problem is that self-exclusion is transversal and the ADM body cannot revoke such exclusion, I imagine there is not much to do other than wait for the end of the period. I await your response.
Automatic translation:
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1 year ago
Do I understand correctly that you are able to access your GoldBet Casino account? In that case, are you sure the self-exclusion request came from them? If you were excluded from GoldBet, you should not be able to log into your account.
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1 year ago
Dear lav.dream,
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.
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1 year ago
Translation
Hi, I confirm that I can access the account, and I also confirm that I have not set up self-exclusion, in Italy all dealers allow access to the account once self-exclusion has taken place
Automatic translation:
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1 year ago
Please forward the emails informing you about being self-excluded to veronika.l@casino.guru. Alternatively, you may post the screenshots here. Thank you.
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1 year ago
Dear lav.dream,
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.
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1 year ago
Translation
Unfortunately I lost the self-exclusion information email, is there any way to unblock the game or revoke the self-exclusion today? In Italy, I believe this process is irrevocable until the expiry date
Automatic translation:
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1 year ago
Unfortunately, we do not have the authority to cancel your self-exclusion. You would have to contact the ADM directly. Due to this reason, your 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.
