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

I deposited a total of £5200 at this casino recently with the email of galendalziel@hotmail.co.uk 

i begged them through mobile chat to self exclude my account and was told I had to email ‘ Freya ‘ to have this done. I emailed her at the email provided and emailed their support email address telling them that I have gambling addiction and need to self exclude/ ban my account and asking for extra charges that were made during depositing back. Nothing was done, I received an email back saying they would refund the charges and that I was free to use them to play. They completely ignored my request to be banned and self excluded. Due to my addiction I stupidly deposited a further £2200 after I was Intised to play with the charges they put back in my account. I emailed again and begged to have my account closed and received absolutely no reply for 10 days now. Every day I have gone on the chat service asking to be emailed back and contact but each time get told just to wait and be paitent. This is a joke. They have taken advance of my addiction and not helped me at all. I am asking for my full deposits back of £5200 due to their complete and utter negligence in caring for customers and ignored my plead for help.

Dear Dalziel7,

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

Could you please confirm that you passed the KYC verification in this casino?

Could you please forward the emails between you and the casino regarding your self-exclusion requests to veronika.l@casino.guru?

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

Best regards

Veronika

Hello. How are you? Thank you for your feedback.

Please, tell me what email addres did you use for signing up? We cannot find a player with the one that you mentioned.

Dear Golden Lion casino representative, thank you for getting in touch with us.

After checking the emails I received from the player, I suspect there has been a mistake in selecting the casino this complaint is about.

Dear Dalziel7, could you please tell me if you're complaining about the casino with the address https://goldenlionnew.com/ or about the casino with the address https://www.goldenlion.bet/? Let me know as soon as possible. Thank you.

Hello, apologies, it is goldenlion.bet

Thank you very much, Dalziel7, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you very much

Dear Dalziel7,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

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.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Dalziel7,

I apologize for the inconvenience, but we are unable to continue with the investigation as the casino team has not responded. Regrettably, the casino is not licensed and has a very low safety index on our site. I strongly advise you to choose a licensed brand with a high safety index on our site in the future. This will help you avoid similar problems, and in the event of any issues, the chances of a successful resolution will be much higher.

If you have any questions or need further assistance, please let me know.

Best regards, Jozef

jozef.k@casino.guru