Goldenbet Casino - Player requests a refund on deposits.

Hi

i would first like to say i have not directly contacted the casino as the live chat agents just forward information thats already known which is pointless as it does not solve the issue at hand.

i have sent emails to which i never got responses back unsure if the emails failed to send or if the recipent refuses to response.

i am fairly sick with a life long condition, plus a gambling addiction. I have self excluded myself on every website have set up Gamstop, have set up bet Blockers however was still able to make deposits on the site.

I take ownership in this as i have an addiction however i would liek to state some information. Im aware Goldenbet doesnt have any form of gamstop restriction and they dont make self exclusion easy to do as its not very easy to navigate.

i spend most my days in hospitals so beig anle to bet despite the restriction has really effect me mentally.

the depositted amount is much more than any winnings made via the company so in no way will they be at a loss if they were to refund me my deposits back and block me from ever using their sites or sister sites again.

i have proof of medical illnesses and gambling addiction and i have seeked advice in which was told to contact the company directly or through a complaints procedure to request a refund on the deposits. (was made aware charges may incur)

the main point of this is i would like to politely request a refund on my deposits as im terminally ill and the money could go towards something more beneficial such as medication and treatments. I have all the proof needed if need be but if i could please get my deposits back .

i have not attached any inages to this post as im unsure of whether it is publicised.

if the company could please respond and hopefully come to a mutual resolution

Dear Tasniimox,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

Self-Exclusion

In case the situation is more serious, the Player may request the self-exclusion for an extended period. You shall contact our customer support team via email and request the self-exclusion for a period of between 6 months and 5 years. In case the User does not specify the period for the self-exclusion, the Account will be closed for 6 months.

It can be difficult to determine whether a person’s gambling has become problematic though. If you have gambling related issues, please mention it while closing the account, so our staff will act responsibly. 

Did you inform the casino about your gambling problem before depositing? If you did, please forward me the messages you sent to the casino. My email address is kristina.s@casino.guru.

Also, do you currently have access to your casino account?

Thank you very much in advance.

Best regards,

Kristina

Hi

no the point im making is im registered on all the support blocking channels however despite that i was still able to make a deposits. There was many times i contacted live support for other issues but the support was minimal and misunderstood

i want to request a refund of my deposits because i shud not have been able to deposit on the account in the first instance

Thank you for your reply, Tasniimox. I am sorry, but if some blocking software fails to restrict you from accessing the casino's website, it is the program's fault, not the casino's. If you didn't inform the casino about your gambling problem before depositing, we don't think you are entitled to a refund.

At this point, I can only recommend how to request self-exclusion in casinos that allow you to access them. 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. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

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 (gambling addiction)

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."

If you currently have access to your Goldenbet Casino account, please request self-exclusion following my instructions and get back to me. Thank you.

Hi

i emailed them yesterday for self excluding the account due to constant betting i was able to make a deposit before they restricted my account further than that they then went ahead to perminantely blocking my account

Could you please clarify if you had any remaining balance in your casino account before it was closed?

Dear Tasniimox,

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.