GoldenPalace.be Casino - Player’s requesting a full deposit refund.

this is my second complain in for this casino .

since the regulations in my country the netherlands i noticed the games are different and not paying at all i have deposited for 3 months daily with out reaching to 100€ profit.so it was time to close all the acounts here .after looking for malta casinos wich are also not available anymore and even the payments are blocked .i tried to reopen acounts in belqium but most refused due the new regulation .so i came across golden palace my acount was reopend in10 minutes i have never seen qreedy people like this ones unbelievable .they throw all rules out the window as soon they smell money and the call them selfes responsible .i must admit i feel like monkey going back to them but the surcumstances has changed .after my self exclusion 2 years ago see unresolved complain here on casino guru .i asked the support if it was allowed to play here since the regulation in belque prohibits taking players drom netherlands and visa versa .she told me is oke and acount was again active .depositing was not available from my country only paysafe with bequim cards were accepted .i tried the dutch cards but it was not possible .so i brought from belqium online cards and deposited 400€ in few deposits .the live games were not avalaible only authentic gaming .wich should be blocked too since they have no license for the netherlands .i played the live and auto roulette disgusting tricks .every big bets go dead and small bets you win only when you are at loss .they call this a game of chance but the casino have the biggest chance to win .fake manipulated bs .that why i closed my acounts in the netherlands .but this complain is not for the games but the fact that they should not had reopend my acount and that they are in breach for taking me a dutch player to deposit and play .i know i made a mistake but i was relying on a million busines to be at least responsible and honour the license they have .i want them to refund my 400€since everything was blocked for depositing .i had to pay belquim paysafe cards to deposit is t that a sign that my country is blocked .i hate the casinos nowadays it is not fun anymore .it is only depositing and losing no gameplay at all .

Dear jano1075,

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. From your previous complaint (here) I understood that we have never received a copy of your request, therefore, your previous case got rejected. Could you please clarify for what reason and for how long was your account blocked? Have you reactivated your old account or created a brand new one?

Please forward any supporting evidence to petronela.k@casino.guru.

I understand that it might seem like a lot of questions and queries, but all the requested information and supporting evidence are essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

hi Petronella ,

i have just reactivared my acount in 5 minutes no questions no checks .in their terms state clearly that before deposit and withdraw the identy must be verified . .the previous complain was for the fo rselfexclusion .does that not mean 5 years ?i know i had no proof that time but if you read the comments from previous complain their lawyer replaying that my acount was selfexcluded.

i dont understand belgium put almost all casinos on a blacklist but let their own casinos take players from outside.

Thank you, jano1075, for the forwarded screenshots. From your previous complaint I understood that you've requested account closure: "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."

Have you, at any time, mentioned gambling addiction? From the previous case, it is very unclear what was the reason for your account closure and for how long your account should have stayed blocked.

i had several acounts on belgium sites most of them have send me an email that the netherlands would be blocked due new regulations i tried also myself to reopen other closed acounts but they all refused .opening a new acount is even impossible because you need a begium passport number and all payments are not working either .only paysafe works with begium cards and i had to buy paysafe cards in begium online to deposit.most game providers are also blocked to the netherlands .isnt that a sign that they are operating illegaly in the netherlands?i remember i had sent in a request to the belqium regulator for selfexclusion in begium but i never received an answer since you have to be a belgian citizen to do that .even this week i send them more than 15 emails requesting my deposits they still replay that i better selfexclude my self at the regulator in belgium and my acount is still active and i am able to deposit and play again .wich i will not ofcourse .golden palace is only available in beqium and france they should stick to that .

the first contact was by chat ,the site was in dutch .then after acount reopening it turned to english and is not available in dutch anymore and no chat!they know they are not allowed to targed netherlands with a dutch site .

I understand, however, could you please answer my previous questions? Thank you very much.

i really dont remember .i even dont know what i ate yesterday.

Thank you very much, jano1075, for your reply. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Jano1075.

I am sorry to hear about your troubles.

In this case, it is essential to know if the reason for self-exclusion was gambling addiction or not.

Generally speaking, the casino can reopen the self-excluded account when a minimal self-exclusion period passes (in this case, yes, two years) but only in case that the reason for self-exclusion wasn't gambling addiction.

Please try to find some email you sent them or at least something.

I would like to invite the casino representative into the case. Would you mind checking what the reason for self-exclusion was?

Thanks.

after 7 days when acountclosure requested by email they finally closed my acount .after sending them proof .they just let me deposit for a week even knowing the deposits should be done with a bancacount on my own name .i want this scam casino to my deposits back 850€ total.

Hello Jano1075.

Today we talked about your case at our internal meeting, and I believe that this is the complaint you mentioned that you created one year ago: https://casino.guru/goldenpalace-be-casino-player-is-complaining-that

I checked the complaint, and it looks that they closed your account after 30 minutes of your request and gave you instructions on how to self-exclude from all Belgian casinos. 

Did you follow these instructions and complete the self-exclusion for all Belgium casinos?

you cant selfexclude as a dutch player in belgium you need a belgian passport number .i did it 2 years ago but it did not work .

Did you mention to the casino that you had a gambling problem at that time?

i told them that it is not fun anymore playing rigged games .this argument triggers many casinos to close my acounts for 5 years and profile me as a problem gambler .a good casino does it from the first time but others like this one keep playing around hoping you will lose more .the fact i requested acount closure by email they should react immidiatly and not after one week after i threatend them and telling me that i could had done it myself at the website .since them selfexclusion tool not working properly like we have seen in 2 former complains at casino guru .besides what is the point requesting by email or on the website .it shold not be a different .when i reopend acount i did that too by email so why not clossung it byy email too.

Could you please answer me only with yes or no on this question?

Did you write to the casino: Please close my account, I have a gambling problem.

And specifically, you wrote: gambling problem or problem gambler.

(It must be clear that you mentioned this - rigged games are a completely different topic)

hi matej .i did not after i requested acount closure .i got an email .she telling me that gambling seems not to be fun anymore for me and i should concider selfexclude myself in belgium but meanwhile they let me play .hoping i wouldnt do it ofcourse .looks like they know all the rules but keep walking around them in a clever way .sofisticated scammers .preying on vurnable players to survive .it is time to stop gambling .my last 3 casino experiences cost me 2400€ without 10€ up.it is disgusting .iam also disgusted about they treat you after taking your money .

they must pay me my last deposits 450€ the acount should be closed or restricted .

Dear,

Please note that I will come back to you in the course of tomorrow, Tuesday the 28th December.

Kind regards,

Serge Sacré

Hello,

I went trough the exchange of messages above and requested information on the matter. I have requested some additional information and come back to you.

Kind regards,

Serge Sacré

the screenshot prvided above showing clearly the casino is not responsible at all .it is like a doctor saying to the patient go and heal yourself .the casino instead advicing links to get help they should immidiatly should have closed the acount or restrict it .but no they targetting people with problems and later say did our best to protect you .

Hi - still waiting for feedback from internal services, but as far as the Dutch nationals are concerned, when they are visiting our Belgian website, Belgian law applies. Dutch law does not apply extraterritorially.

When playing games of chance, the results can be losing, profitable or break even at any time. We have no influence on this whatsoever. There are no rigged games on our website.

I'll come back to you as soon as I have further information.

Kind regards,

Serge Sacré

evolution gaming is blocked from the site to the netherlands ,payoptions also blocked ,i had to buy belgium paysafe cards online to play so why GP is accepting dutch players without abiding to the dutch laws{ connected to CRUCKS and paying gambling taxes.}the regulation in the netherlands is to protect the player .GP has shown to not be responsible towards player but encouraging to play .AUTHENTIC GAMING the provider you offer has no right to offer games in the netherlands .only providers with a dutch license are accepted.

after the last complaint here on casino guru should not my acount have been closed down for ever .what you think mister Sacre.

"'Dutch law does not apply extraterritorially.'" can you tell me why 99% of the casinos on malta and curacao have restricted the netherlands ?isnt the fact that it does apply extraterritorialy .GP is an example stealing from the neighbours .

Dear Casino representative and Jano1075.

Regarding the accusation of rigged games, there is no evidence that the casino has something wrong with the games. As I mentioned in the email that I sent to Jano1075, for proving such a thing, you need to do a really lot of game rounds, and I believe that the casino is regularly checked for authenticity of the RNG generator.

Regarding the restricted country: We do not have the authority to decide on this matter. My best advice to Jano1075 is to contact the Netherland Gaming Authority (NGA): https://kansspelautoriteit.nl/ and submit your concern about legality to them.

We are evaluating cases based on fairness between players and the casino - and when the casino let Jano1075 play from a restricted country, he didn't have any disadvantage. (if the casino would pay him in case of win he would actually get an advantage over players who can not play)

What concerns us: If the account was originally blocked for gambling problem reasons. Because accounts that were blocked due to gambling problems shouldn't be reopened at all. We would appreciate, if the casino could explain the circumstances of reopening the Jano1075's account.

in addition to that .i asked for acount closure as email showing but they just let me deposit and lose more 450€ after 7 days they closed the acount for potentional responsible gaming issues .way to late .

it would be very reasonable to refund my deposits and keep the other for cost (my play)and both partys can move on.

looks like the lawyer is immigrated to very far region since he knows the true now .lol

Hi,

Coming back to the messages above, I refer to my earlier answers on Dutch legislation and the inherent nature of games of chance.

As for the activation - suspension of the account, client's account was reactivated after the appropriate KYC procedures.

From that moment on and at any moment in time, our website provided for the necessary tools to suspend his account so client could have suspended his account any time.

Kind regards,

Serge Sacré

what a lie .my documents are never checked since 2 years .my acount was reopend within 10 minutes.i did not know that lawyers may lie i thought they just twist the facts.

mister lawyer you still alive ?dont hide my freind i know the truth is hard for you .no response since then .i hate the day i ever began to play online and supporting these scammers .

Dear Serge.

As I wrote before, in this case, it is not clear if Jano1075 mentioned his gambling addiction when he asked the casino to close his account first time.

Could you please check it?

For us, this is an essential piece of information.

Thanks.

Dear Serge.

Could you please answer my question? Did Jano1075 mention his gambling addiction when he asked the casino to close his account first time?

I am extending the timer for another seven days.

take money in seconds but replaying takes weeks .mr saerge just answer so Matej can close the case .

The Casino representative contacted me - he will update the case soon.

oke got you

Hi - to the best of my knowledge, the client did not mention any gambling problem. He questioned the fairness of our games - which is not justified as we are a regulated and compliant operator.

kind regards,

Serge Sacré

Dear Jano1075, if you didn't mention the gambling addiction when you closed your account, we don't see any problem when the casino reopens this account.

Regarding the other issues that you mentioned, as I wrote:

Regarding the accusation of rigged games, there is no evidence that the casino has something wrong with the games. As I mentioned in the email that I sent to Jano1075, for proving such a thing, you need to do a really lot of game rounds, and I believe that the casino is regularly checked for authenticity of the RNG generator.

Regarding the restricted country: We do not have the authority to decide on this matter. My best advice to Jano1075 is to contact the Netherland Gaming Authority (NGA): https://kansspelautoriteit.nl/ and submit your concern about legality to them.

We are evaluating cases based on fairness between players and the casino - and when the casino let Jano1075 play from a restricted country, he didn't have any disadvantage. (if the casino would pay him in case of win he would actually get an advantage over players who can not play)

Based on that, we believe that this case should be rejected.

is oke Matej thanks for your efforts .

Because of the reasons written above, we are rejecting this case.