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

The issue that I have experienced was: No answer emails. Live chats assistant didn’t answer accurate on my question.waiting 6 7 days for response on my emails but without results yet…

It occurred on: 2023-08-30

This meant that Since I request closing my account (I request self excluded for 5 years) nobody answer and for this time i make and lose and keep losing money as they don’t do anything to protect me making deposits.

I want refund of my deposit since i send first emails requesting this and also request this over live chat. Not clear term and condition!

Hello Rash365,

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. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

 

Closing an account is simple and has almost no impact - the player can reopen account anytime, and 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 cooling off period and this cannot be done for players who are addicted/with gambling problem).

 

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Could you also forward the first initial request for self-exclusion to nikolas.b@casino.guru?

 

Thank you very much in advance for your reply.

Best regards,

Nick

This is my first emails on 30/08/2023 i send asking about self exclusion. I want to claim my deposit only for this period from 30/08/2023 since now as they dont do anything to self exclude me please help me to get my deposits refunded

hi did you receive my email?

Hello Rash365,

Thank you yes, I received your e-mails. Before we would try to get in touch with the casino, can you please advise if your account is still open and if you did receive any respond from mason@goldenlion.bet?

hi no didn’t receive any email… no any response from them.

Account is still open and when i speak with them on live chat and telling then that i waiting already 14 days someone to self exclude me they answer that i need to wait for answer and then they close that chat

Yes account is still open.. and all they telling me over live chat is that i need to wait for answer already 14 days waiting

Hello Rash365,

I would like to point out a few things. The first would be that if you will try to self-exclude yourself, be sure to always mention gambling problems/addiction as self exclusion serves as a solution for problematic gamblers.

However, even if you did not specifically mention in to the casino in this current case, the casino should not ignore your request for such long period and they should close your account without any prior notice.

I would like to ask GoldenLion.bet Casino to join us and help us resolve the player's issue. Can you please clarify why is the player's account still open?

I do mention why i want to be self excluded and now can you let me know what next will get somethings for this casino or just waisted time?

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.

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,