GoldBet Casino - El jugador está confundido por la solicitud de autoexclusión.

Good day everyone, I'm trying to explain my issue. On 15/08/23, I began receiving emails from the gaming vendors I'm registered with, notifying me that a self-exclusion request had been made. I called all the vendors and ADM to understand where the request originated from, and specifically, it started from Goldbet. Now, this is something I never requested, but I must also mention that it's futile to contact their customer service, as the representatives simply refuse to listen. My question to you now is, is there a way to resolve this situation? Or is everything irreversibly compromised and I'll just have to wait out for the six-month validity period to end?

Thanks, Lavdream

Buongiorno a tutti, cerco di esporvi il mio problema, il giorno 15/08/23 iniziano ad arrivarmi delle email da parte dei concessionari a cui sono iscritto in cui mi viene comunicato che è stata richiesta l’autoesclusione, ho chiamato tutti concessionari ed ADM per capire da dove fosse partita la cosa e nello specifico è partita da Goldbet. Ora questa è una cosa che non ho mai richiesto, però vi dico pure che e pure inutile contattare il servizio clienti, gli operatori non ne vogliono sentire. Ora chiedo a voi, c’è un modo di risolvere la situazione? Oppure è tutto in reversibilmente compromesso e dovrò aspettare la decorrenza dei sei mesi.

grazie, Lavdream

Dear lav.dream,

Thank you very much for submitting your complaint. I'm really sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm that you never asked to be self-excluded from GoldBet Casino? Has the casino ever sent you any email or message after your account was self-excluded? Please forward any relevant communication between you and the casino to veronika.l@casino.guru.

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

Good morning, thanks for your promptness in responding, I confirm that I have never received my self-exclusion from the dealer

Buongiorno grazie della prontezza nel rispondere si confermo di non aver mai ricevuto nessuna mia di autoesclusione da parte del concessionario

Have you received any email from the GoldBet Casino that your account has been self-excluded? I assume that you are now unable to access your account. When was the last time you tried to log into the casino?

Hi, yes I can access the site and my account, and I confirm that I have never received any communication from the site regarding self-exclusion, unfortunately the problem is that self-exclusion is transversal and the ADM body cannot revoke such exclusion, I imagine there is not much to do other than wait for the end of the period. I await your response.

Salve, si riesco ad accedere al sito e al mio account, e confermo di non aver mai ricevuto nessuna comunicazione da parte del sito in merito all'autoesclusione, purtroppo il problema è che l'autoesclusione e trasversale e l'ente ADM non può revocare tale esclusione, immagino non ci sia molto da fare se non aspettare la fine del periodo. attendo un vostro riscontro.

Do I understand correctly that you are able to access your GoldBet Casino account? In that case, are you sure the self-exclusion request came from them? If you were excluded from GoldBet, you should not be able to log into your account.

Dear lav.dream,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi, I confirm that I can access the account, and I also confirm that I have not set up self-exclusion, in Italy all dealers allow access to the account once self-exclusion has taken place

Salve so confermo di poter accedere al Conto, e confermo anche di non aver impostato io l’autoesclusione, in Italia tutti concessionari permettono di accedere al conto una volta autoesclusiono

Please forward the emails informing you about being self-excluded to veronika.l@casino.guru. Alternatively, you may post the screenshots here. Thank you.

Dear lav.dream,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately I lost the self-exclusion information email, is there any way to unblock the game or revoke the self-exclusion today? In Italy, I believe this process is irrevocable until the expiry date

purtroppo ho perso l’email informativa del autoesclusione, ad oggi c’è modo di sbloccare il gioco o revocare l’autoesclusione? In Italia tale processo credo che sia inrevocabile fino alla data di scadenza

Unfortunately, we do not have the authority to cancel your self-exclusion. You would have to contact the ADM directly. Due to this reason, your 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.