Goldenbet Casino - Player’s account has been blocked after deposit issues.

I Joined goldenbet on the 12th March when I was at my most vulnerable I have been suffering from severe mental health issues had been recovering from a brain infection encephalitis which had a big impact and impacted on my life when I joined up there was no verification I recived no conformation email nothing just also be advised I have recently been diagnosed with cancer but this is since being banned from goldenbet so my health is not good. Anyway when I joined golden bet on the 12th I made 3 deposits totalling £350 the transactions where taken from bank account using 2 different merchants I played for a fair few hrs not once did I get a notification to let me know how long I had been playing. I only play pragmatic slot Big bass splash keeping it reel £1.05 a spin on any website I have played on and I am very familiar with the game I have never experienced anything like this bonus rounds paying 0 or £1never more than £10 which was shocking considering the pay rate on every other sites I have played and I have played on some bad sites. I even changed game and played buffalo king and £1.20 spin bonus again 0 I just thought it was an unlucky streak. As I have a gambiling problem. From18th to the early hrs on 19th I was allowed to deposit £700 without any security checks or affordability checks time checks welfare checks I basically played all night erratic play playing BBSKR same again very poor bonus pay out and reels paying basically either 14p 70p or 35p never any more. I continued to make more deposits 2 on 21 st for 200 still no verification checks then on the 28th another £600 when the game just glitches and kept telling me to reload I decided to read the trust pilot reviews as I could not fathom how poor the site was as I had never experienced such a poor loss 0 win on numerous deposits. People where saying that the slots are rigged or cloned and the site does not have a license to trade in the UK so I looked I was under the impression that it did as it had a logo it was not very clear the writing and hard to read as it was dark grey on black background and to be perfectly honest I am not familiar with these licenses laws. I contacted support and as soon as I mention licence in UK I was blocked and locked out of my account. So I emailed them telling them that they are irisponsible gambiling company as they never verified me allowed me to make nearly 2000 deposit in short space of time never did time checks did not check I could afford to gamble by doing affordable means also they can see how long I am playing for so that should have raise concerns for problem gambiling and they did not do anything. Also they used different merchants to obtain transactions from bank account. I also told them they are not licensed to trade in UK or target UK customers set out by their licence laws. They totally ignored my emails. Also they stated that their slots are tested independently but their is no certificate on site to prove this. So I contacted the curacao licence agency who responded and said that goldenbet has said that I hadn't been in contact. This was an outright lie. I had emailed them 3 times regarding the issue and my mental health and brain injury. I had encephalitis and menegitis in 2020 and I had to learn to adapt my my brain to read write walk and talk as I was in a coma for a month it has completely changed my life causing major depression and mental health problems I told them all this in my emails. But they where ignored. I left it up until now to contact them again as they have had plenty of time. To respond and they now have and I m shocked at their response. I have requested they refund me all my deposits as they where not allowed to operate in the UK and to try and say it is down to the player to seek out their licensing laws and not join when the laws is applied to them not the player, so when a player from a country that is on block list that the gov who issued the license phobits the site must abide by this law and block that player when the player enters the country of residence and phone number and it didn't. Goldenbet solely blamed the players saying its the players responsibility this is not the case the law apply to them they have the licence they must abide by the terms of that licence . I want them to adhere to that and honour my request and return my funds in full as they are in full breach of their license

Dear Missdaisy,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Goldenbet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Did the casino close your account and prevent you from further gambling after you informed that casino of your gambling issues?
• Could you please specify when you informed the casino and when the casino blocked your account?

Thank you in advance for your reply.

Best regards

Tomas

I reached out to them in chat on the 28th and as soon as I mentioned I wanted to close my account they instantly blocked me without giving me any chance to explain my reasons or situation I emailed them on the 29th regarding my situation and they never ever responded to any of my emails x3. I logged in to the Cs this morning to ask for any transcripts just so I have clarification of conversations had with them as I am not 100%sure of what may have been discussed and I was refused any transcripts held this is a breach of my data and SARS request and they by law must provide this

It's still stating I have a time frame to respond to your questions I already have but clock is still ticking?

With regards to their email stating I should have checked thier terms and conditions. Their terms and conditions are misleading it clearly states the blocked countries and the UK is not on there giving the impression that UK players can join as also when you look at the game providers they also say that they can be played in the UK. So this is very minipulating and misleading. It's the sole responsibility of goldenbet to adhere to the licence agreement to add the UK to that list to be clear and precise for transparency as this is a form of minipulating and fraud by deception

Dear Missdaisy,

• Do I understand correctly your account is closed without the possibility of reopening?

If the casino is not licensed by UKGC, it still has to provide a self-exclusion due to gambling problems in our opinion. If you struggle with controlling your gambling you should request a self-exclusion in any casino you have an open account with. Blocking a player due to making excessive deposits is not a tool that is universally adopted outside of UKCG-licensed casinos.

I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

As a UK citizen, I would also encourage you to register at Gamstop if you haven't done so already https://www.gamstop.co.uk/register

Regrettably, at Casino.Guru, we do not handle complaints related to licensing regulations and policies. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casino database that acts as a mediator in resolving players' disputes. However, we lack the authority to enforce the legality of rules.

If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a valid license, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino.

I'll await your reply.

No they didn't provide it

I am sorry I didn't understand your last comment.

What didn't the casino provide?

Is your casino account closed permanently?

I am confused by them as well as I emailed them last week regarding a request for a copy of all my transactions and game play history as I can no longer access their site due to being blocked and in their response was please log into your account where you can find a copy of your transaction history and gameplay also refer to your bank for transactions details. They are well aware this is not acceptable as I have no access to the account and my complaint is with the compliance team and this email came directly from the compliance team so why are they telling me to log into my account.

When they closed my account they did not send any emails to verify account closure due to responsible gambling concerns ect it was just boot off your done.

I asked them to send me copies of all transactions and game play history they said they can't only I can see that. They said that my account would be accessible within 24hr it was within 10 mins of receiving email. When checking for info nothing was there no history. So I went to Cs only to be told that I could only see transactions for previous 2 weeks SMH. I explained they are supposed to keep records of all my history. To which the response was we can see all the transactions and keep them for 5 years. So why won't they send me the information I am requesting via email. Instead of sending me on a wild goose chase? Knowing that I have been blocked since March so nothing will be visable to me. So surely that have broken the law by reactivating my account as I thought once an account has been closed it can not be reopened?

Could you please explain when the casino closed your account and when it was reopened?

Could you please send the communication between you and the casino that led to your account being closed, and also the communication between you and the casino that led to your account reopening? Send it to my email at tomas@casino.guru

They closed my account in the 28th March after I reached out to them in chat I have looked for transcript in my emails. But non I have requested copies of all my transcripts GE play ect and they refused to give to me I will send you what I have via email regarding them.opening account again

Thanks for your email, and explanation.

I read through your communication, and I can understand your frustration. Unfortunately, we don't help with GDPR-related requests between players and casinos, including when players request their transaction history.

Since you confirmed the casino protected you after you informed them about your ongoing issues, there is no further recourse we can offer in this situation. We believe the casino has an obligation to protect you from further play after you inform them about any gambling problems or addiction. If the protection fails after the casino is informed, you are in our view eligible for a refund of lost funds made afterward.

Missing license is in our view not a valid reason for requesting a refund.

Taking into consideration the circumstances of the events you informed us about and our position regarding the situation, we are rejecting your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.