GoldenPalace.be Casino - Player is complaining about deposit limit and self-exclusion not working properly.

Hello the player protection is lost in this casino. There are 2 Options: Selfexclusion and Deposit Limit and both doesnt work that means: The Selfexclusion and the deposit limit you can change everytime by yourself. Just one click and you can change up to a higher deposit limit or stopping the selfexclusion from one to another moment without cooling off. 

Hallo in diesem Casino gibt es keinen Spielerschutz. Es gibt 2 Tools: Diese nennen sich Selfexlusion und deposit limit. Beides kann man zwar aktivieren aber auch wieder innerhalb von 0,0000001 Sekunden wieder zurücksetzen. Zum Beispiel man drückt auf Selfexclusion dann ist man ja gesperrt... drückt man gleich danach wieder drauf ist man nicht mehr gesperrt. Oder beim deposit limit: Stellz man es auf 10 euro pro monat kann man es sofort danach wieder auf z.B 500 im Monat stellen. Im ganzen ein Versagen des Spielerschutzes. Der Support meinte sie hätten einen Spielerschutz was so wie es ist niemals stimmt. 

Dear Yasin,

Thank you very much for bringing this to our attention. I registered at Golden Palace Casino and tried both options – self-exclusion and deposit limits. I found out that it really can be changed back right away, it is even written there:

„Through this choice, you have the possibility to exclude yourself or to remove your self-exclusion."

This shouldn’t be possible in my opinion. I will contact the casino regarding this issue.

Best regards,

Kristina

Vielen Dank für ihre Bemühungen. Ich kenne es normalerweise aus allen Belgisch lizensierten Casinos so, das man auf Selbstauschluss drückt und von 1 - 30 Tagen auswählrn kann falls man eine Pause will. Bei allesn Belgisch lizensierten funktioniert es, nur hier eben nicht. Sobald man auf die Goldenpalace Seite geht ploppt sofort ein Fenster auf mit Verantwortungsvollem Spielen. Das sollte besser nicht aufploppen wenn hier null Spielerschutz vorhanden ist. Und noch eine Frage an das Casinoguru Team: Haben sie Erfagrungen mit der Gaming Comission in Bezug auf Spielerschutz und ob sie eingreift falls nicht ausgezahlt wird? Danke schonmal

Hello Yasin,

thank you for a reply. I contacted the casino regarding this issue. Thank you for your patience.

Dear, 

Please note I will come back to this matter and to you later this week.

Kind regards,

Serge Sacré - Legal Counsel

Im still waiting for you dear representant. May this Casino change into  a better with a working player protection.

Hello Serge,

we are still waiting for your statement. In case you won't reply, we will be forced to close this complaint as 'unresolved' and this will have a negative impact on the casino's rating.

Hello Yasin,

since the casino stopped responding to this complaint, we are forced to close it as 'unresolved'. Thank you for bringing this problem to our attention. Casinos should always take responsible gambling very seriously. It is important to provide tools for self-exclusion and deposit limits that work properly. When players ask to be self-excluded, the casino must close their accounts and take steps to prevent them from gambling at the casino's website (and all sister casinos) during the set time period. Players shouldn't be able to remove the self-exclusion.

Closing this complaint as unresolved will negatively influence the casino's rating and we will also mention this fact in our review, so all players can read it and be informed about it. We couldn't help you because the casino doesn't communicate with us, but at least other players will be warned.

Thank you for your help making Casino Guru better and I am sorry we weren't able to help you any further.

Best regards,

Kristina

Hi -

By way of introduction, I am the company lawyer of Golden Palace. 

I am afraid something went wrong. I did provide an answer but apparently it did not get published here.

After verification, it appeared indeed that the exclusion button also allowed for an immediate inclusion. We are taking the necessary steps to change this.

As for the change of limits, there is a 3 day waiting limit if a client wishes to have a higher limit than the legal limit of 500,00 euros.

Do not hesitate to contact me should you wish to discuss further.

Kind regards

Serge Sacré

Hello Serge,

I am very sorry but I didn't receive any message, so I closed the complaint earlier. I reopened it and I would like to ask you to let me know when this tool is fixed, so we can be sure that players are able to use it properly if they need a break from gambling. Until then we will put a note in our pros & cons about this problem, which will be removed when slef-exclusion option is repaired.

Thank you very much for understanding.

Hello again. This Thread was opened at 9. december 2019 and your player protection is still not working. Could you pls response why its still not working? Thank you

Hello again as i can see the timer was at 15 days and went to zero. I think its not okay to give again 7 days for the casino to answer. Its now more than 5 werks and nothing has happened or changed. And as i see the casino ignore the other complaint on casinoguru which has the same problem. Its the exactly the same the casino worker says i will answer on this and this day but he lies. He dont answer. Why this Casino get again a chance. Theres missing player protection but on youtube you can see videos from goldenpalace which contains things about player protection. 

Hi - thank you for patience. Referring to my earlier message, we are still in the process of completing the self exclusion button. This project is still ongoing. 

Golden Palace group does take serious its societal responsibility and any client can obtain her or his self-exclusion by contacting the helpdesk. 

Thank you for keeping this thread open. I will let you know as soon as this project is completed.

Kind regards,

Serge Sacré

Hello. Its all like in the beginning. Selfexclude and Deposit limit tool does not work. More tools are not available. Since 2 Month your Casino were not able to fix something easy like that? I cant believe. At your "Helpdesk" i just see the general help like on every belgium website. There i can write to the gaming comission which excludes me from all belgium casinos. But i just want to get excluded from goldenpalace. I know if you dont have working tools you get much more money from players. Please stop this handling of customers!!! My complaint was started on 9. December 2019 and now its the 21 February. Too much time too change something but you dont want to do it like your reactions show !!!

I am sorry, but we are forced to close this complait as 'unresolved', as the issue is still not fixed after the given time frame of almost 2 months.