Goldenbet Casino - The player's requesting a refund of his deposits.

I self-excluded myself from Mystake Casino in April 2023 because I have a problem gambling. This is stated, with the attached screenshot from a MyStake representative confirming this. (Please see)

I am not proud; to be precise, I opened up a betting account with Goldenbet Casino on May 2023. This can be seen in the screenshot, which you can see in the screenshot. (please see)

We are in June 2023, and I have at no point verified my account with GoldenBet Casino. By this, I mean sending in any documentation to confirm my identity, but at the same time, I never received any emails asking for them. I was able to deposit huge sums of money without sending any emails asking for verification checks. As to deposits being stopped by Goldenbet because verification had not been completed, (Please see the screenshots I have attached)

On June, 2023, roughly two months after opening the Goldenbet account. I wrote an email to the Goldenbet support email account. Explaining that I previously self-excluded from Mystake Casino (Santeda International B.V. casinos). As I recognize, I have a problem gambling, and I want to put blocks in place to stop me from doing so in the future.

The compliance manager of Goldenbet emailed back to myself. That my account is now closed and refused refunds deposited into the account back into my bank. Goldenbet allowed me to open an account and deposit multiple times over a two-month period. Without asking for any verification in having my passport, driving licence, bills etc. At the same time of self-excluding with Mystake, who are under their umbrella in relation to Santeda International B.V. casinos. It is quite conclusive from just doing a basic search by typing Santeda International B.V. casinos and what casinos they fall under. It is a serious violation under the basic responsible gaming policy to deposit and play during a period of voluntary self-exclusion, during which the account was supposed to be suspended and closed.

It is hard enough to admit you have a problem, not just with yourself but with other people. However, to put blocks in place and allow companies such as Santeda International B.V. to operate casinos is criminal and not right. I have self-excluded because I recognize that I have a problem, and it is a big step for myself. The other aspect of the two-month period was that I was allowed to deposit as much as I liked. At no point was money stopped from being deposited or verification asked for with emails.

I would also like to point out that when speaking to a representative of Goldenbet, Mystake, or Rolletto casinos within the chat support box. The same information was displayed across all three sites. As I have detailed earlier, these are all under the Santeda International B.V. casino umbrella. I have transcripts that allude to representatives swerving simple questions around self-exclusion. As to the manager in one transcript stating it was a typo issue. One of the representatives, before he came on and spoke, wrote a typo. Please see that in the screenshot, as it will detail it better. The objective being that the representative said it was the Roletto site I was on in talking to him or her. However, as I said to her, I was speaking to her through Golden Bet.

Sorry, but it is not good enough, and there are a lot of problem gamblers and addicts in this world. I wish I could wipe the illness from everyone, as it is such a horrible thing to have. Stuff like the above I have written affects people's mental health and costs people life’s, marriages etc.

You can also see when a representative has made a mistake from the screenshot. This is then passed to a manager, and his explanation is that it is a typo. Which is laughable in itself as I was on the Goldenbet chat support box. I had other chat boxes open, and all three have the same chat input mirroring each other: Santeda International B.V. g., Rolletto, MyStake, and GoldenBet. It is very hard not to feel let down when you request a self-exclusion, which was confirmed via MyStake and shown in the screenshots. This has not been implemented across the Santeda International B.V. casino group. As this is about abusing player safety and a violation of the rules of gaming.

I ask for the right outcome here, which is that Goldenbet, e.g., casinos, get looked into. As to all deposits into the account, they get put back onto my bank card. As it is not acceptable and I have gone through sleepless nights thinking the worst with life etc. This is not acceptable; player safety should be paramount, especially when they admit they have problems.

Dear jethroharrison,

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

Unfortunately, there isn’t written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites. Could you please advise if you have requested a self-exclusion from Goldenbet Casino directly?

Looking forward to hearing from you.

Best regards,

Nick

Good Evening Nick

I self-excluded in April 2023 from Santeda International B.V. Casinos. This is because I recognize that I have a gambling addiction problem. Upon speaking to the chat representative, this was detailed in my self-exclusion. Further to this, upon talking to representatives within the chat box option of all three sites owned by Santeda International Casinos, the exact information is mirrored across the other chat sites. For example, if I wrote on Mystake, Rolletto, or Golden Bet, the same information would come up on the others. I urge you to do this by opening all three websites and going into the chat function. To see what I am describing, the chat facility runs on all three sites. I self-excluded from the brand Santeda, as I explained earlier, recognizing I have a gambling problem that is affecting my mental health. Sorry, this is not acceptable, and it is violating player safety under self-exclusion and their license. If someone self-excluded they are recognizing they have issues and are putting their hands up to get help etc. How many bookmakers are going to keep getting away with exploiting vulnerable people with problem gambling it is disgusting.

Hello jethroharrison,

As I mentioned above, there isn't a cross platform self-exclusion with the license the casino owns. Unless you requested exclusion directly at Goldenbet Casino, there is nothing we or anybody else could do.

Please keep in mind that the most safe way is to request it in every single online casino one by one.

Is there anything else we could assist you with?

Apologies to come across any other way but factual. It is under once licence regarding Santeda. It's under the same brand. Hence if I have self excluded before with other companies. Then due to falling under same brand e.g. rolletto, mystake golden it's overall self exclusion. I have this been looked at legally. As it's not right, it's a way to exploit player safety and violation on rights. In laymen's terms a cop out to say we are owned by the same brand Eg Santeda and have the same chat reps across all three. Yet we are not going to accept self exclusion across the three. It's a joke and I will spend every penny I have to take to court over this and expose and it's not acceptable.

Hello jethroharrison,

You are of course free to pursue justice by law or by contacting the casino's licensing authorities as well but from our point of view, unless you requested an exclusion directly from GoldenBet Casino, there is nothing we can do.

I'm really sorry that we could not help you out more but the casino owns a license, where they are not obligate (and usually never does) to exclude someone across all of their website.

Is there anything else we could assist you with?

Sorry as my legal representative has distinguished they have a duty of care. Due to the fact the chat site uses the same representatives across all three platforms.

As I have detailed previously the exact same information is detailed when written across all three Santeda casinos. In opening up web pages when opening up.

It is under one licence and unacceptable to say ok we have self excluded you on one platform. However we will leave you to bet on our other three platforms which is under the same platform. It's a joke and player violation to self exclusion and player safety.

I ask you to speak to the chat representatives of mystake, Goldenbet, rolletto. Then open up anyone of the casinos just stated. You will see the same information is stated when you are typing or reading back from them.

Sorry it is not good enough and I'm surprised the casino guru. Can't see that this is unacceptable on any level.

There is a duty of care to players.

I'm still waiting for response

Dear jethroharrison,

As I've explained it multiple times previously, the casino is not obligate to self-exclude you across their sister sites with their current license. Please contact the licensing authorities if you wish to continue resolve this issue but we can do nothing and we can¨'t enforce the casino to refund anything back to you.

The complaint will be now closed as rejected as from out point of view the casino acted according to it's terms.

Regards,

Nick