Golden Genie Casino - Player’s account closure request has been ignored.

I have a gambling addiction, I have sent over 150+ emails asking for my account to be closed. I am banned from all uk casinos. They have blocked me from live chat and they do not have a self exclusion option. They say to email lara@gg.com but nothing happens and still I am allowed to deposit. I have explained that this is making me suicidal. Please help me, I need this account closed, they have refused to close it for months now..

Dear Matt6401,

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 make sure I understand your situation completely.

Could you please confirm that the first time you requested self-exclusion was on March 26, as suggested by the screenshot you provided?

Have you received any response from the casino regarding your self-exclusion requests?

Could you kindly inform me if you have completed the full KYC verification?

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

Hi. Thank you for responding so fast.

Yes first time I asked for self exclusion was the 26th March 2024.

The response I have had is to contact Lara my VIP manager, that is where I have sent over 150 emails, which I can provide proof of asking for account closure. They have closed my live chat when I login, I don’t even want money back I just want my account closed so I can’t deposit any more, I am spending all my wages with nothing left to live off…

I have completed full KYC.

Thank you again.

Dear Matt6401,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us. 

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach. 

Regrettably, we have no other choice since it seems to be a common practice for Golden Genie Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate. 

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Golden Genie Casino. I wish I could be of more help. 

The casino can reopen this complaint anytime.