The player from Germany had sent a self-exclusion request due to gambling addiction, but the account was not locked. Subsequently, he lost 950 Euros. The player provided evidence of his self-exclusion request and the subsequent deposits. Despite his attempts to contact the casino through email and live chat, the casino did not respond or acknowledge his self-exclusion request. The casino's website later became inaccessible, preventing the complaints team from reaching out to them. As a result, the issue remained unresolved due to the casino's closure and lack of response. The complaint was reopened as per the player’s request. The complaint was transferred to a colleague for further assistance, and attempts were made to engage the casino for clarification. However, due to the casino's lack of cooperation and continued inaccessibility, the complaint was ultimately marked as unresolved. The complaints team expressed regret over the situation and highlighted the impact of unresolved complaints on the casino's rating.
Golden Billy Casino - Player's self-exclusion request ignored.
Black points: 204
Amount: €950
Golden Billy Casino
Safety Index:LowNo reaction policy, passive regulator
UNRESOLVED
Case summary
Hello,
On 26.12.23, I sent a comprehensive self-exclusion request (due to gambling addiction, see email attachment) via email. The email was sent, but my account was not locked and no one responded to my request. Since then, I have deposited and lost 950 Euros. I demand that the Casino return my money to my Jeton account.
Dear Tuscani090283,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru.
- Did you specify in that request for how long you wish your account to be suspended and the reason why?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Hello Petronela,
hello casino team,
I have already sent the evidence to your email address.
The fact is that my self-exclusion request was successfully sent to the correct casino support email in December 2023 (the date and time of the request is in the email).
Since, according to my research, the casino and its sister casinos are reputable and verified, I would first like to make it clear that I do not assume that the casino specifically ignored the request in order to let me continue playing, but rather that the casino overlooked the request has been.
Since I suffer from gambling addiction, I sent this request so that I can no longer lose money.
Therefore, from the time of the self-exclusion request, I naturally expect a refund of the amounts I have paid.
I have already stated how high these are in the evidence, and the casino will also confirm this.
If you need anything else from me, please let me know.
Thank you in advance for your cooperation.
Best regards,
Tuscani090283
Hi Tuscani090283,
Thanks for forwarding the relevant communication and supporting evidence. I've noted that your request was appropriately sent to the correct email address. Could you please inform me if you attempted any alternative methods to contact the casino when your initial request on Dec 26th wasn't acknowledged? It's important to acknowledge that casinos receive a high volume of emails daily, and, as you mentioned, oversight might occur. We consistently recommend players to follow up with the casino until they receive confirmation of their self-exclusion request rather than continuing to play. While I understand it's not an ideal situation, if the casino provides a live chat option, it's strongly recommended to utilize that channel as well.
Hello!
I tried contacting the casino via live chat a few times, the live chat symbol still doesn't work!
I have successfully sent a self-exclusion ban to the email where the casino says you should send it to in order to ban yourself because of gambling addiction! Til today! My account is open and I can log in and deposit!!! Please contact the casino and I will use my rights and request that the casino pay out my deposited amounts back to my Jeton account from December 26, 2023!
Thanks
All sister casinos received a self-exclusion email from me, only Jacktop.com reacted and blocked me immediately on December 26, 2023, the others did not!
Hi Tuscani090283,
As mentioned earlier, if your initial request wasn't acknowledged by the casino, you should explore alternative channels to contact them or send another email. Please understand that if you didn't receive any confirmation from the casino regarding the acceptance of your self-exclusion, it's challenging to confront the casino with a screenshot of a single attempt to self-exclude. While it's reasonable to expect that sending an email as described in the Terms & Conditions should suffice, if the casino doesn't respond, a player should reach out to the casino again.
If you have any supporting evidence that you contacted the live chat afterward or sent another email after December 26th, please forward it to me at your earliest convenience.
Thank you.
Hello,
elivechat was not available, the livechat menu didn't work at all and if you had looked for the casino you would have already seen that the casino cannot be reached at www.goldenbilly.com
The emails have not been sent for a few days and an error comes back. Askgamblers also suddenly removed goldenbilly.com from its rating. But I haven't been able to reach other players via live chat for over 2 weeks! Because the live chat didn't open at all after clicking on it.
How close are you to contacting the casino? You probably contacted the casino after more than a week, right?
Thank you for your information.
Greetings,
Tuscany
The self-committee request was ignored again on January 16, 2024, when the emails to the casino were still received!
Hi Tuscani090283,
The casino website has been inaccessible since the onset of this complaint, prompting us to deactivate the casino in our system today. Historically, we've made unsuccessful attempts to engage with the casino in resolving two prior complaints. With the casino website now completely down, it appears highly improbable to involve them in the resolution process. Nonetheless, could you kindly forward the original emails (rather than screenshots) to petronela.k@casino.guru? This will furnish us with concrete evidence that emails were sent to the correct address and dispel any concerns regarding potential alterations to the screenshots.
Thank you.
Hello dear Guru Team,
I forwarded the two emails.
From 12/26/23 it was successfully sent at that time
as well as from 01/16/24 (This email was also successfully sent to goldenbilly!)
In my opinion, Fair Game Software KFT Casinos is a reputable casino chain, but it can't be that a casino opens, collects money, doesn't adhere to responsible gaming and closes without suffering consequences.
Hi Tuscani090283,
Thank you for sharing the forwarded email. Regrettably, since the casino website remains inaccessible, we lack means to reach out to the provider. I recognize that this isn't the desired outcome, but regrettably, we are unable to make contact with a closed casino. As a result, I will mark this complaint as unresolved in our system.
I wish I could offer more assistance, but even reaching out to the licensing authority of a closed website isn't feasible. Please understand that this is an exceptionally rare situation, and we have exhausted all available options to address your complaint, given the closure of the casino.
Your understanding is greatly appreciated.
Thank you for your understanding.
We've reopened this complaint as per the player's request. We would like to give this case one more chance to get resolved and help both parties involved to reach a satisfactory conclusion.
Player's additional comments:
Hello Petronela,
Hello Goldenbillycasino Team,
This is about my public complaint, through which the casino lost 512 black points in its reputation, see complaint link.
All further information can be found there.
The reputation of the casino improves when we agree on payout.
Petronela, I ask you to reopen the complaint as the casino is accessible again.
https://casinoguru-de.com/golden-billy-casino-die-selbstaustrittanfrage-des
Thanks
Best regards
Hello Tuscani090283,
Thank you for reaching out. Am I correct in understanding that your account is now accessible again?
Thank you very much, Tuscani090283, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hello Tuscani090283,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Golden Billy Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Michal
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Even though the casino currently has an application for GCB license, as of this moment, GCB states on their website that they don't handle disputes between players and gambling operators. If you still wish to contact GCB, you can do so here.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Michal V
