Goldenbet Casino - Player’s self-exclusion has been ignored.

Dear Jaffacake2001,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

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). 

In the screenshots you provided, you did not state a clear reason for your self-exclusion. Moreover, you refused to explain your decision to close your account when customer support repeatedly asked you in the chat you copied and pasted here.

If you did not specify in your conversations that you wanted to close your account due to gambling addiction, I’m sorry, but in our view, you are not eligible for refunds of your deposits.

Please let me know if there is anything I might have overlooked.

Best regards

Veronika

Dear Jaffacake2001,

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.

Surely self exclusion is self explanatory, a casino cannot just allow you to. Continue to gamble if you’ve expressly asked to self exclude?

Ps the wording of my email to them is "I want to self excuse INDEFINITELY from your website. Please confirm when this has been done"

Scott R.

I apologize but since you have not specified in your self-exclusion requests that you wish to close your account due to gaming problems or addiction, we are unable to confront the casino and request the refund of your lost deposits. Stating gambling addiction explicitly leaves no room for misunderstanding, making sure the casino understands the seriousness of the request. For mediator services like ours, having this clear evidence is crucial to request refunds of lost deposits when casinos don't properly exclude players.

Mentioning gambling addiction also prompts the casino to take stronger measures to protect the player, such as blocking the account to prevent further deposits. This helps prevent more financial harm and supports the player's efforts to manage their addiction. Additionally, it reinforces the importance of responsible gambling practices and shows that players are aware of their rights and the available support measures.

Due to the aforementioned reasons, this complaint will now be rejected. 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 any issues with this or any other casino in the future.