Goldenbet Casino - Player’s support requests and refund ignored.

*please read

Good morning im hoping you see my emails this is about them ignoring my plea 

I emailed and typed asked for help to them in live chat with £400 in my balance i explained everything to them they ignored my message. They have my transcripts

Ive been asking for trauma relief as-well as that i need to be refunded because i have to pay bills like my mums care my sister and for my own food

i am traumatised by these sites and shops

the total amount I deposited was £1000

i told you about problems I was facing with my spending on gambling, but they didn’t offer enough or even any support I think they should have done more to help.

We are seeking a refund supplement for ongoing trauma pains

this was stated to them whilst i was reliving a traumatic experience and they could of supported me but choose not too.

*please note i prefer to post anonymously

*i attached some emails below

please look further into this complaint.

Dear Traumarelief,

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

If gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_33=true)

Regarding anonymous posting, I will need clarification, as I am not sure what you mean. I can arrange your posts in the complaint thread are not public and therefore visible only for the casino and casino.guru specialists. Please let me know if this solution works for you.

Regarding your account in the casino, could you please explain if the casino blocked your account?

Is there any unspent balance on your casino account currently?

Thank you very much in advance for your reply.

Best regards,

Tomas

hi i started online gambling with mystake.com 13 may they offered me €1000 bonus when i deposit minimum €20 i started asking questions about the wagering because i couldn’t use my balance freely they sent me a email that i had 1289.23 left to wager i actually did but i didn't get a prize in the end so I deposited more and more till i went dry i am a vulnerable person and they tricked me and made me feel like i need to deposit more.

later i had depression because i have bipolar and ptsd i asked them to barr me and they did

Please bear in mind i have been going traumatic experiences and reliving this as we speak i have joined up to golden-bet

didnt accept their bonuses but panicked and asked to live support to help me because i feel stuck but they allowed me to carry on my balance was at 400 i was suffering from ptsd I explained to them i am having bad dreams about the future now i am here again.

I emailed them get a refund what was remaining they ignored me and responded when i finished everything

Tomas i give consent for you to post this publicly but i would like my personal details hidden well appreciated

I can see you submitted a complaint to Mystake Casino as well, however, please understand our complaint resolution works based on one complaint per casino. Please mention relevant details in the appropriate threads going forward. This thread is regarding GoldenBet casino, therefore kindly let us know about your experience in GoldenBet casino in this thread.

Please note the only information publicly displayed about you is the nickname of your casino. guru account. Your casino player ID and casino player email are displayed to the casino representative assigned to the complaint. Other information is not displayed.

Hi Tomas my complaint is at the very start

how are mystake.com and goldenbet.com linked to each other?

which of the two has a full license and the sub?

isn't it unfair to not pay a prize or pay something equivalent to what bonus we agreed to complete in my case €1000 is very misleading

i am certain all operator’s have a duty to spot customers who are experiencing gambling related harm licensee holders are obligated

should they not provide accurate information to customers before they sign up and provide all the contact details instead of hiding?

have they broke the law and policy?

I am sorry but I find your comments rather confusing. In our view, the two brands you are referring to are different online casinos.

The screenshots you provided initially are from your correspondence with Goldenbet Casino support, however, you are describing events as if they happened in another casino, which prompts us to ask you clarifying questions.

I want to ask you whether you have an account registered in this Goldenbet Casino and provide any relevant explanation of what your issue is regarding this casino.

Thanks in advance for your reply.

Dear Traumarelief,

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.