GoldenLion.bet Casino - Casino ignores player's request for self-exclusion.

I have been on live chat numerous times to close my account due to gambling problems, each time they have told me to email someone as they can’t close the account. I have sent 3 emails, the first on the 12/11/2023 then the 29/11/2023 and the last on the 02/12/2023 all confirming I want to close my account due to gambling addiction and have had no reply. Every time I ask chat they say they will chase it up but nothing.

Dear AdzBee,

Thank you very much for submitting your complaint and forwarding the relevant communication:

I’m sorry to hear about your problem. I have checked the general terms and conditions and this is what I found (here):

8. CONTACTING US

8.1. The Player may contact the Customer Support Department 24/7 by addressing the live chat, calling a toll-free U.S. number (+1 888 959 44 28), or sending an email to support@goldenlioncasino.online. Please note that all calls to our Customer Support Department are recorded for quality and security purposes.

9. RESPONSIBLE GAMING

Golden Lion Online Casino strives to maintain a safe and responsible gambling environment, in order to assist those with problematic gambling habits.

9.1. Self-exclusion

Should the player decide to take a break from all gaming activity, we advise him/her to contact our Customer Support department to have his/her account disabled.

Should you feel that there is a gambling problem occurring, please make sure to contact our Customer Support team by any preferred means: email, call, live chat. This enables us to ensure your account is disabled for you, and that it will remain permanently locked.

Could you please send one more request to support@goldenlioncasino.online and forward any relevant live chat transcripts to petronela.k@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi Petronela,

I have tried to email that address but just bounced back so I have emailed support@goldenlion.bet and I will let you know once I have had a response.

many thanks

Adam

This is the site https://www.goldenlion.bet/

Hi,

Thank you for the clarification. I have switched the complaint to the correct casino now.

Could you please send the self-exclusion request to the following email address support@goldenlion.bet and keep me informed about any further developments?

Thank you, I have just sent it again to this email.

I have sent previous emails to this address regarding my account, no contact from account managers and complaint that I am still able to gamble even when I sent the first email over 4 weeks ago now.

I will keep you informed but don’t think I will get any response.

Many thanks

Adam

Could you please forward all emails that you sent to the abovementioned email address to petronela.k@casino.guru? Thank you, AdzBee.

Hi Petronela,

I have just forwarded you all emails I have sent to them.

Let me know if you need anything else.

Many thanks

Adam C*****

Hi AdzBee,

Appreciate you passing on the communication. It seems you reached out multiple times to VIP managers at GoldenLion.bet Casino but haven't received any responses. The initial email, sent to the correct address specified in the Terms and Conditions for acknowledging self-exclusion requests (support@goldenlion.bet), was sent on December 5th.

• Have you received any replies thus far?
• Additionally, is your account still accessible?

Looking forward to hearing from you.

Hi,

No response at all and my account is still open.

The email on the 12th November was the address I was given by live chat after asking to close the account through chat, if they’d given me the support email I would’ve emailed them.

Many thanks

Adam C*****

Thank you very much, AdzBee, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of GoldenLion.bet Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Thank you for your help.

Would you know how I can close that account though, while it’s still open there’s still the want to play there.

Hello AdzBee,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite GoldenLion.bet Casino to join the conversation and participate in the resolution of this complaint.

Dear GoldenLion.bet Casino,

Could you please clarify why the player's request for self-exclusion has not been processed yet?

Thank you.

Kind regards,

Tomas

Casino.Guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear AdzBee,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Tomas

Casino.Guru