GoldenLion.bet Casino - Player can't self-exclude from casino.

I have been playing on golden lion bet for a couple of months and lost over £10000. I had gambling block on my bank but transactions don't say golden bet they are all different. I have asked for my account to be closed but they just tell me to email somebody called Freya. I know I have a gambling problem but they won't close my account which just makes me deposit money I don't have

Dear Pikachow21,

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

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 with a gambling problem).

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is tomas@casino.guru

Thank you very much in advance.

Best regards,

Tomas

I have sent them. The site doesn't give you the option to self-exclude or any limits. You say in chat and they just offer a ridiculous bonus 50x wager

Have you informed the casino of a gambling problem in live chat or in any conversation with a casino representative you were in contact with?

Is your account still accessible to you?

Yes and despite many attempts to close my account they won't do it through chat they just tell me to email freya@goldenlion.bet. complete waste of time.

Thanks for your messages.

I looked through your correspondence with the casino, but I cannot find any reference to you having gambling problems in the casino. If you don't disclose your gambling problems to the casino, they will attempt to keep you as your customer, when you request account closure.

I would recommend you try to apply for a self-exclusion following the steps below:

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible. 

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (permanently).

The reason for my decision is xxx (gambling problems)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to freya@goldenlion.bet (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

I will try this but in chat they won't do anything and tell me to email freya@goldenlion.bet which I have done many times and she ignores me. I will try that now and see

Have you received any response to your request from the casino since last week?

Please let me know.

No not a thing

Thank you very much, Pikachow21, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Pikachow21,

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

They have now changed their domain from goldenlion.bet to goldenlion1.bet. I still have had no reply

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 Pikachow21,

I apologize for the inconvenience, but we are unable to continue with the investigation as the casino team has not responded. Please note that this complaint will have an impact on their safety index on our website.  Regrettably, the casino is not licensed and has already a very low safety index on our site.

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

Best regards, Jozef

jozef.k@casino.guru