GoldenPalace.be Casino - Player is complaining that his self-exclusion wasn’t successful.

i see a complain against this casino at this site about the selfexludion option wich does  not work.

i won in this casino multiple times.one day i decided to close multiple accounts the same day including this one .the next day i checked if the account was closed and it was not i pushed the button and was able to deposit and play so i lost that evening 900€ i contacted the casino about this issue and they told me it was my fault i could have contacted the gamblecommision to exlude my self for belgium .after emailing the gamble commision in belgium and sending the deposit proofs  i got an email that i should exlude myself and that i have a gambling problem.well that is very sharp and useless recomandation .because first off all i wanted to protect myself and close my account .

the gambling commision in belgium is protecting the casinos instead coming up for the players.

it was last year 2019 and i have no emails .and my account is closed now.

i was registered in the same email adress.

just hoping to decreas the rating at this site.this tricks must stop.

Hello Halil,

Thank you very much for submitting your complaint. I am very sorry that you had a bad experience with this casino. As you already probably know, we are aware of this issue, but it is even more serious when there are other players who came across the same problem. 

We have already manually reduced the casino’s rating and put a warning in our review, which will remain there until the casino fixes this issue. Would you be so kind and post here the statement of the casino regarding this issue, if possible? 

Thank you in advance for a reply.

Best regards,

Kristina

hi Kristina,thank you for opening this complain.

it is very disturbing that this issue is not fixed yet.

i remember i asked the casino friendly to close my account by email and i got answer that i can do it by myself on the website so i did it the same day but as you see it did not work and i lost my money.

i contacted then the gambling commision in belgium and the lady told me that this should not be the case and she would look into it and if possible to get my deposits back.after 3 weeks i got answer that i should exlude myself  in whole belgium and that i have a gambling problem. that was the last contact with the g commisionas you see the license authoroty is protecting the casino instead the player.the casino rejected my claim and refused to refund my deposits and told me that i should have used the self exclusion tool to close my account.and that was my responsibilitay to play again.

sorry i have deleted all email traffic since then.but i know they have it all stored some were.

Hello Halil,

thank you for your reply. I agree, this option should be working properly and the casino should act responsibly in cases like this, because it is not the player's fault it isn't working. An account must be closed and cool-off period set when the player asks for self-exclusion.

For this reason I would like to ask GoldenPalace.be Casino to comment on this case.

Hi - I will check and come back on this complaint at the latest in Friday. Thank you for your patience.

Kind regards,

Serge Sacré

i dont understand,casinos pay thousands euros to affiliates and advertisement to get their busines running .but as a case like this they destroy that achievement again.really greed make people blind.why not react to this complain ,a nice word of sorry for what happened and pay my deposits wich you took with predator practices.i think after that most players who will read this will respect this  very much.one again if the selfexclusion tool would have worked i would not deposit and end losing my money for sure.

And why lying that you will come back!friday is gone now!

Hi -

Thanks for your patience - 

I would like to stress that sustainable development is one of the organising principles of Golden Palace group. We take seriously our societal responsibility and player protection.

In the case of Halil, it appears his account was block 30 minutes after he requested our helpdesk to do so. He remains blocked today. He was also given guidelines on how to get blocked from playing on other websites and the tools available via the gaming commission.

Kind regards,

Serge Sacré

how is it possible that i can deposit and play while as you mention that the account was blocked?can you explain?

and why after losing my deposits and put presser on the support to close my account.

lying and running.you n

must be shame of yourself decieving and stealing players money.karma will come after you.be prepared.he calls himself a lawyer i did not know lawyers can lie.

sorry kristina to be rude i have a very bad day ,other issue with a casino.i think it is time to leave online for what it is.i am losing more money with issues than with gambling..thanks for understanding.i dont think they will come back here.

Hi - I am afraid I can only refer my earlier message which I confirm to the extent necessary. The account was blocked, effectively making further play impossible, and guidance was issued. 

Kind regards,

Serge Sacré

this gentelman is reffering to account closure after depositing and play and even after i had sent an email to the gambling commission in belgium.my issue is that after i requested account closure by email the next day i was still able to reopen account again by only clicking on the button.

lets make a deal pay me half the deposits and i will be fine with that and can close this issue it is going on for to long .

Hello Halil, Serge,

if the player was able to deposit money after requesting self-exclusion, he should receive back all money he deposited from submitting a request until his account was fully closed.

Halil, could you please confirm you are asking for these deposits to be returned?

i dont comprehense how this man with a strait face acusing me of lying .first off all i am not a sore loser i gamble 30 till 40000 € a year  the 900€ will not make eat and drink less.i dare this gentle man to show my email i requested for closing account and compare the date with the deposit so all who read this will see you are just pointing a finger to  get away with this..but it is not your fault the belqium commission should have sanctioning the casino for this but as i mentioned earlier they are on the casino hand.the deal i made earlier to pay the half is off .yes Kristina now i want all my deposits back.

Hi - referring to my e-mail dated the 14th of February I would like to stress that Halil was excluded at his request and I have no knowledge of any activity after the blocking of his account.

Kind regards,

Serge Sacré

we are getting nowere like this i am fed up with this lies.

Kristina can you confirm you recieved in my first email the screenshots from my paysafe card a total of 900€ ? after checking some data i have requested my account  closure on 2108 2019 by email.can you look when the deposts are made on the screenshots.

thank you.

i like to mention that some casinos are really good.if they make an error they admit it and compensate player .unfortunatly the most of them are just collecting free money.

Hello Halil,

Do you still have a proof of that request, please? (I would like to see it just to compare the dates). You can post it here or send it to my email address kristina.s@casino.guru.

unfortunatly i cant find it i searched my emails wich are by hundreds.i can ask the belqium gambling commission to send my emails back but that would take months.

if you decreas the ratings for this site will be oke with me.what can i do .believe me if they had a physical office in my country i would have my money back a long tine ago.i would just step in there and demand a refund.

any way thanks for your effort you have done your best.for future players move on dont play at belqium casinos !!

Hello Halil,

please note, that we already manually decreased the casino's rating for not working self-exlusion tool.

how about putting them in the garbage section.this is not a way to cooperate by lieng and claiming that my claim is not correct.it is more than self excluding tool not working god may know how many players they lured  and took their money this way.as far my concern you can close it karma will deal with them.and thank you for your efforts.

Hello Halil,

I apologize, but without this evidence we are forced to close your complaint. 

I am sorry I couldn't help more, we know that not working self exclusion is very serious problem, but as I mentioned we already reduced the rating for it. We also created a con that the players can read and be aware of this issue.