GoldenLion.bet Casino - Player's self-exclusion request has been ignored.

i contacted this casino on the June 17th Through live chat to ask them to close my account as I wanted to self exclude due to having a problem gambling. They advised me I had to send an email to my VIP manager Freya which I did immediately. This was ignored. I have continued to practically beg live chat to close this, advised them my emails are being ignored. They have a contact form on their website I have completed this numerous times explaining I have an addiction and to self exclude me. This has been ignored. I have sent so many emails to my VIP manager even replying to emails she has sent me stating I need to self exclude I have a problem. We are in August now and they are still ignoring me.

I am attending GA, I am registered on Gamstop, but it’s too late I am about to loose me home and family because this company has been so irresponsible and I have continued to deposit since. I have been advised to contact you to help me. To self exclude and to ask for the funds to be returned since I asked to self exclude. I even put in an email. I would like the funds I have deposited to be refunded as they are ignoring my plea. This is the amount I have deposited £2381.73 since begging to be self excluded.

Dear joannekwoods, 

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 who are addicted/with a gambling problem). 

Have you clearly specified in your emails to the casino that you wish to be self-excluded due to gambling addiction?

When was the last time the casino communicated with you?

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

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

Hi Veronika

i have passed the KYC, and still able to deposit 😢. They just won’t listen to me when I explain I have a gambling addiction and I want to self exclude. Which I have asked so many times. I have even told them that I have a problem and I would like them to help me desperately.

The last communication was this Sunday when I asked again in live chat as the VIP manager is totally ignoring me and my desperation.

what is going to take, I have done everything needed of me, Gamstop, Game blocking apps, this doesn’t work for this casino. I am going to GA, they are still sending me their amazing offers as they awfully state by email. I will loose everything I haven’t paid 2 months rent on my home. I hadn’t gambled for 4 years until now. I am trying everything. Is there anyone else I can take this further with before it completely ruins my life?.

Regards

joanne woods

Good morning

These are just a couple of emails to the VIP manager as I have been advised that only she can do this. These have been ignored. I have completed the online form 7 times now which is customer support and these have been ignored also

Thank you very much, joannekwoods, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.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.

Good morning, they have finally excluded my account on Friday. Unfortunately I had to keep repeating myself on live chat for 4 hours, but it’s done. There has been no correspondence to refund the money I put into the account after asking to be self excluded

Hello, joannekwoods! I am relieved to hear that the self-exclusion is finally done. I will try my best to help you get your refund and, therefore, I would like to invite the casino to this thread.

Thank you and I appreciate that

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.

Thank you, they have not responded to my email either. Which does not surprise me.!

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. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team