The player from Italy, who had self-excluded due to gambling issues, had used another person's account to gamble. His transactions were carried out with a card and PayPal account registered under different names. He was asking for the difference between deposits and withdrawals to be reversed in light of their policies. However, we had to inform him that we were unable to deal with issues related directly to license regulations, and recommended him to contact the ADM, the Italian gambling regulator. Consequently, we had to close the complaint as it was regulator related.
GoldBet Casino - Player wants refund due to self-exclusion violation.
Amount: €10,000
GoldBet Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.8
GoldBet Casino has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
8 months ago
Public
Public
8 months ago
Dear caoticcrawfish77,
Thank you for submitting your complaint, and I'm sorry to hear about the issue you're facing. In the past, we have handled cases related to Italian licenses, but we have received guidance suggesting that it is best for players to directly contact them directly https://www.adm.gov.it/portale/en/monopoli/giochi/gioco_distanza. Regrettably, we are not privy to the specific procedures and methods of the license employs to verify eligibility for refunds among registered users. While we have our own self-exclusion procedures, Italian license operates independently and employs its own set of criteria, which we are not acquainted with. Consequently, it is beyond our ability to assess such cases.
If there are any further developments regarding your case in the future, please don't hesitate to contact me at nikolas.b@casino.guru, and I will update this thread accordingly. Once again, I wish we could offer more assistance.
Kindly inform me of your preferred course of action.
Best regards,
Nick
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
Public
Public
8 months ago
Translation
I explained the situation to the casino and called ADM to ask for information.
They confirmed to me that the casino could not allow a deposit by a self-excluded person as his tax code is present in a register of self-excluded people.
Self-exclusion is a means to avoid pathological addiction, "block" the possibility of burning money and I think it is surreal to allow a player to exclude himself but then allow him to top up on a third party account with his own payment methods (which inevitably are linked to the tax code)
Furthermore, the casino's terms and conditions specify that the account holder and payment method must be the same.
It is obvious that a pathological gambler will continue to gamble if he is allowed to so easily.
Goldbet has breached self-exclusion regulations, as well as breaching its own terms.
In the event that I am unable to find a peaceful solution with the casino, I will file a complaint with ADM.
Automatic translation:
