Golden Reels Casino - Player’s account is closed and winnings are confiscated.

This casino allowed me to open an account despite clearly being an Australian resident. Then verified my profile with my Australian address, continued to encourage me to deposit using my Australian card. I asked to close my account 4 times and they refused instead continuing to offer me deposit bonuses. Then they would not let me withdraw when I won as it was an Australian account. They are saying that all transactions are void however they are not refunding any of them despite them verifying my identity.

Dear Henners,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve encountered with the casino.

To better understand your situation and assist you effectively, could you please clarify the following details:

• Could you provide the dates when you requested the closure of your account and any responses you received from the casino?
• Did the casino provide any reason for not closing your account when you requested it?
• Can you confirm if the casino communicated directly with you regarding the voiding of your transactions? If so, what explanation did they provide?
• Have you received any written communication from the casino regarding the refusal of your withdrawal? If you have, could you share the exact reason they gave for not allowing the withdrawal?

If you have any relevant communication or documentation, please forward it to petronela.k@casino.guru.

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

Could you provide the dates when you requested the closure of your account and any responses you received from the casino?

I first tried to close my account on 7th July, then on 31st, then on 6th August.

Did the casino provide any reason for not closing your account when you requested it?

they said they wanted to show me other offers, and they wanted me to get the value on the games on the casino and the cash back offers they have throughout the month, each time rejecting my clear ask to close the account.

Can you confirm if the casino communicated directly with you regarding the voiding of your transactions? If so, what explanation did they provide?

they said that because I was in australia, I have acted fraudulently and all my transactions were void but no refunds were due. This is despite them knowing I was in australia and willingly encouraging me to deposit.

Have you received any written communication from the casino regarding the refusal of your withdrawal? If you have, could you share the exact reason they gave for not allowing the withdrawal?

I will send all the collateral to the email address above.

Hi Henners,

Thank you for sharing the full communication with us. I can see that when you were requesting the closure of your account, your main reason was dissatisfaction with the bonuses offered.

Please remember that when requesting self-exclusion, it's crucial to follow these simple steps for a successful outcome:

1. Send your request to the correct email address listed in the casino's general terms and conditions.
2. If you don’t receive a response, try using other communication methods or send follow-up emails.
3. Clearly state your reasons for wanting your account to be self-excluded. Remember, requesting better bonuses should not be the reason for account closure.

For future reference, when applying for self-exclusion, clearly state why you want your account deactivated and specify the desired time period. Also, ensure the email subject is clearly marked, as casino support receives many requests each day. A well-marked subject increases the chances of your request being processed promptly.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of Birth (DOB):

Casino login:

Email address:

"Greetings Golden Reels Casino,

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

The reason for my decision is xxx.

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

Unfortunately, since you never mentioned a gambling problem to the casino and repeatedly requested account closure due to dissatisfaction with bonuses, we are unable to negotiate a refund for your lost deposits.

Please let me know if there is any additional information that I might have missed. Otherwise, I’m afraid I will have to reject your complaint as unjustified. I wish I could offer more assistance.

Thank you for your understanding.

Hi,

I sent across a number of emails to your email address where I expressed that I want to close my account because I am not happy with the levels of money I am both depositing and losing. As part of the responsible gambling laws that the casino is said to abide by, and the training that the casino is due to give their staff, they should have noticed red flag behaviours and closed the account as requested.

In addition, the casino has said that all transactions are void, which brings into play the fact that they allowed me to open and play with an account that they knew was Australian based and as such they were knowingly breaking the law.

This complaint is founded upon numerous different levels. Allowing them to get away with this is absolutely disgraceful.

regards

Hi Henners,

I have reviewed the communication you forwarded with the casino. Since July 30th, you have requested to close your account due to dissatisfaction with the bonuses you received. However, at no point did you mention that the closure was due to a gambling problem. Additionally, you accepted bonuses offered by the casino during this period.

Your account was closed on August 11th.

I wish I could offer more assistance. I’m sorry we couldn’t resolve this case for you, but please feel free to reach out if you encounter any issues with other casinos in the future. Given the circumstances, I will need to reject this complaint. Thank you for your understanding.