Golden Genie Casino - Player struggles to close her casino account.

I have been trying for two months to close my account with Golden Genie after I realised I was spending a silly amount of money online. I blocked myself on all UK sites with the Gambling support but Golden genie refuse to close my account which like any other person with a problem I continue to deposit money. I’ve tried numerous times, I’ve emailed the address they told me to email without any response. Sometimes emailing up to 10 times in one day. Please can I have some help

Dear Katkoota100, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

The problem I have is that they don’t even have a self exclude part on their site else I would have done this. I’ve pretty much deleted all the emails I’ve sent as it was ridiculous how many I had sent.

I'm sorry, but if you do not have any emails showing that you requested to be self-excluded due to gambling problems, we will be unable to confront the casino regarding the refund of your lost deposit. It is essential to keep emails containing such important and sensitive information as self-exclusion requests.

I agree with you that this casino seems very shady. As you can see in our review, the safety index is very low, the casino operates under a fake license, and we consider many of the rules listed in their Terms and Conditions to be unfair.

Dear Katkoota100,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.