The player from Portugal reported that GoldenPark had exploited his compulsive gambling disorder, allowing him to deposit up to €12,000 without proper verification or adherence to responsible gambling practices. Despite notifying the casino about his addiction, the player encountered delays in account verification and communication, ultimately draining his funds without any withdrawals. He sought direct communication with a casino representative before pursuing legal action. The issue was resolved by the Complaints Team explaining that assistance could not be provided for lost deposits made prior to his self-exclusion request, and the player was advised to contact the relevant regulatory authority for further action.
GoldenPark Casino PT - Player’s account has been closed without resolution.
Amount: €12,000
GoldenPark Casino PT
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 week ago
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2 weeks ago
Translation
My experience at this casino was awful. I have compulsive gambling disorder, and GoldenPark took advantage of my compulsive behavior. They violated several rules imposed by the SRIJ, the Portuguese gaming authority, allowing me to make deposits up to €12,000 without any problem, without any KYC or AML process. They violated the responsible gambling and player protection policies of their own site and license. GoldenPark claims to have addiction pattern recognition techniques and support agents highly trained to recognize addicted players, but nothing worked for me. They always encouraged me to deposit and play more, sending emails, messages, and even calls offering bonuses. Not to mention that account verification is extremely difficult and they delay the process to create a need for the player to spend the funds. This casino does not comply with the standards of excellence imposed by the Portuguese gaming authority. There are 17 legal and regulated casinos in Portugal, and GoldenPark, 888 Casino, and BetWay are the worst. The case has been handed over to the regulatory entity, but it would be good if someone from the casino could have a conversation and say something! €12,000 in deposits from a player who was clearly compulsive is not normal and is not even allowed in Portugal. Above €2,000, the origin of the funds must be confirmed. This casino only pushed me further towards ruin. Not to mention the various techniques they use to delay account verification, all to make the player spend the funds again. When I reported being addicted, they closed my account and refused to provide the financial report of all my transactions on the site. Only months later, and forced by the regulatory entity, did they send the report, which consists of more than 172 pages of transactions with deposits in the order of €12,000. I never made a withdrawal. Every time I tried, the verification failed, the payment was pending, and due to my addiction, I ended up spending everything. The team was notified by the regulator, but several days have passed, and they do not respond. When they do, they send automated email responses. I would like someone to help me resolve the case, and if possible, a representative from the casino to speak directly with me before I proceed legally with a criminal complaint for violation of KYC, AML, and player protection. In Portugal, it is not allowed to deposit so much money without confirming its legitimacy.
Automatic translation:
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2 weeks ago
Dear joaomarsh20,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.
Could you please inform me if you are self-excluded with SRIJ?
When exactly did you notify the casino of your gambling addiction and request to be self-excluded? Was it only after you spent €12,000 on your deposits?
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
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2 weeks ago
Translation
Yes, I'm self-excluded, but I wasn't at the time. But I was already referenced and excluded by adding most of the casinos regulated by SRIJ. Yes, it was only after all the spending, but the SRIJ rules are much tougher than most licenses and it's not even legal to deposit up to €12,000 without confirming the legitimacy of the money... deposits over €2,000 already have to be KYC and AML checked. Messages, emails and calls were sent to me... every time I tried to stop playing for a while they reminded me of the casino. Portuguese gambling rules are very strict when it comes to advertising and encouraging gambling... and it was clear that I had an addiction to gambling.
Automatic translation:
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2 weeks ago
I am sorry but if you deposited money and lost it all before you requested to be self-excluded with SRIJ, we are unable to help you retrieve your lost deposits. If you feel that the casino breaks the rules of responsible gambling imposed by the licensing authority, I recommend you contact the Gaming Regulation and Inspection Service Portugal directly.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
