Goldenbet Casino - Player loses £3,000 after casino allows deposits post-account closure.

I closed my account on Tuesday 16th with the casino. I confirmed on the chatbot for the reason of my closure where I confirmed that I had a gambling problem.

However.. I asked for access to my account which they let me have (I find rather bizarre) I was then able to deposit.

as a result it’s cost me nearly £3000 in a week. I’ve communicated with them non stop. They are ignoring me constantly and I don’t know where to go from here 🙁

Dear misscoups88,

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

Hi.

i did it over a live chat and they asked me for my name… date of birth and reason for account closure. I said that I had an issue. I don’t unfortunately have the screenshots.

They are now denying that I even said I had a problem. I have emailed them so many times to be completely ignored.

This clearly should not have happened. I try to go on live chat to just get told wait and wait. It’s so frustrating.

I look forward to hearing from you.

Screenshots from the player:

Hi misscoups88,

I noticed you notified the casino about your gambling issue on April 22nd, and they closed your account permanently the next day. However, without any supporting evidence of your earlier communication with the casino, our ability to assist you is restricted. Please keep this in mind.

Please remember that when requesting self-exclusion, it's important to follow a few simple steps to ensure a successful outcome:

1. Send your request to the correct email address provided in the general terms and conditions of the casino.
2. If your email goes unanswered, utilize other communication channels to address your concerns or send multiple emails.
3. Clearly state the reasons why you wish to have your account self-excluded. Requesting bonuses should never be a means to close your account.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

You can see from the email chain that I told them the week before and they proceeded to open my account.

i have been in touch with IDAS who confirmed what they are doing is a criminal offence. They should not be taking money from anyone in the UK without a UK Gambling Licence.

Hi misscoups88,

• I apologize, but in the forwarded communication, I haven't found any emails dated earlier than April 22nd. Could you please forward those emails as well?

Thank you.

Dear misscoups88,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.