GoldenLion.bet Casino - Player’s request for account closure has been ignored.

Hi,

I have a complaint about goldenlion.bet.

As a player I would like to think I am protected.

I reached out to goldenlion.bet when I felt I had lost control of betting and was asked to contact another person.

I emailed stating I was no longer in control and was desperate I was ignored.

I lost control.

They are now just ignoring every email I send.

They advertise responsible gaming.

I take responsibility but I signed up believing that when the fun stops they would take me seriously and close my account but instead they have ignored me for financial gain.

I have been let down and now continuously ignored.

I believe when I reached out desperately they should act and not just ignore me.

Please if there is anything you can do to help let me know.

Kind Regards 

Dear Jonnywhizzle,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that you still have access to your casino account?
• Could you please clarify the dispute value?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? I am mainly interested in the self-exclusion request. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina,

I have sent you two emails with email communication and one with bank statement of total losses from exclusion request.

Thank you for taking the time for this sensitive matter.

Kind Regards

Jonathan W***

Thank you for your reply, Jonnywhizzle. Do I understand correctly that you first informed the casino about your gambling problem in October? Could you please forward me those self-exclusion requests as an attachment (not screenshots)?

Hi Kristina,

I have forwarded you the origional email sent on the 11th of October requesting account closure.

Kind Regards

J

Dear Jonnywhizzle,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us. 

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach. 

Regrettably, we have no other choice since it seems to be a common practice for GoldenLion.bet Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate. 

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from GoldenLion.bet Casino. I wish I could be of more help. 

The casino can reopen this complaint anytime.