Golden Billy Casino - Player struggles to close account due to gambling addiction.

I just want to permantly close my account nothing else. They don't respond by chat and also not by e-mail. I asked them 5 times to fully close my account and als not be able to reopen. Even when i said i have a gambling addiction they litterly don't care. They say it's not possible??? First casino where that happens. Even when i have a cool off period of 6 months i could reopen. 

Dear G1994,

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

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 800 complaints.

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

I will send a e-mail.

I had a cool off for the max period that was a few months and i asked then so many times i want to fully close and never be able te reopen they litterly said just don't come back. They don't have responsible gaming at all!

Hi G1994,

Thank you very much for forwarding the relevant communication.

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Golden Billy Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@goldenbilly.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments.

Thank you in advance.

I'm tired of this like i said i have addition and i want to close it now and its fu**ing 10 days later more then 8 mails and so many chats and no reply and refuse. I want all my money back since the day is almost begged them to close my account. What is their license and registration number? They don't follow up the responsible gaming rules to protect the players.

Hi G1994,

I have reviewed all the emails you forwarded to the casino. I can verify that the first instance where you mentioned a gambling problem was on December 27th.

I will now transfer your complaint to my colleague Jozef (jozef.k@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.  

I must caution you that the use of offensive or intimidating language will not be tolerated. Any further attempts to verbally attack or intimidate the professionals at Casino.Guru or any staff members of the casino may result in the permanent blocking of your profile on our website. Our primary goal is to assist players, and we have a zero-tolerance policy for such behavior.

Dear G1994,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

Pleae wait i won something i want to payout and close my account. Also strange that after more then24 hours my withdraws are not approved normally they approve it after 3 hours and their mail and email don't work anymore.

Still not approved and there is no way possible way to contact them! They don't respond on anything!

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.

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear G1994,

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru