Goldenbet Casino - El jugador está solicitando un reembolso de sus depósitos.

Goldenbet and Mystake casino are both owned, and registered by the same company ‘ Santeda ‘

they are both registered under Curaçao gaming licence with the same licence number and also share the same address for their offices… however after being permanently self excluded on Mystake casino I was then able to open, verify and deposit £5000 on Goldenbet.

my complaint is that both of these websites are run by the same company and have the same licence number so I should have been banned from both casinos, and all casinos owned and run by Santeda. They failed to protect me as a vulnerable player and happily took my money knowing I had a gambling problem. I am asking to have my £5000 back please as I was not protected and taken advantage of. The company Santeda knew I had a problem, knew my name and details ( all details were the same for both accounts ) and did not stop me from verifying and depositing

Hello Dalziel7,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Goldenbet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when did you create your account in Goldenbet Casino? Did you request for a self-exclusion directly in this casino as well? When was the last time you spoke to the casino and what was it about?

Please note that if you are excluded in 1 casino, it doesn't instantly means that you are excluded in sister casinos as well. As the casino has Curacao license, they are not obligate to do that and unless you request for self-exclusion directly in this casino, you are not obligate for a refund.

Looking forward to your answer.

Regards,

Nick

Hello,

no I did not request self exclusion from golden vet directly, I informed them of my problem and my history with Mystake after I was verified and had lost the £5000 explaining that I should never have been allowed to use the account

Hello Dalziel7,

As explained above, as the casino has Curacao license, there isn't any cross-casino self-exclusion. You will have to request for self-exclusion in every single casino separately.

Is there anything else we could assist you with?

Dear Dalziel7,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Hello Dalziel7,

The complaint was reopened based on your request - can you please provide the requested information? Did you request for self exclusion from Goldenbet directly?

Hello, yes o can confirm that my account ( username westland79 ) was closed and self excluded for gambling issues in April. I have since then been able to open a new account with all the same details except a different email address… even the documents used for verification were the same as the previous account. I was not protected at all and it has resulted in me being able to deposit and play again losing £4000

Hello Dalziel7,

So far you've claimed that you did not request for self-exclusion directly from Goldenbet Casino. Can you please forward your initial request sent to the casino as proof?

This is a different complaint I don’t know why it has grouped it like this. Goldenbet closed my account in April because of issues with gambling addiction with I have emails of. I was then allowed to open a new account and become verified with the same details even though I should have been banned and protected. I wasn’t protected and due to my addiction I gambled and lost £4000

Can you please forward your initial request sent to the casino as proof to nikolas.b@casino.guru?

I have forward all evidence

Hello Dalziel7,

When did you register your second account? Is is still active? If not, since when it is disabled?

Dear Dalziel7,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.