Goldenbet Casino - El jugador busca un reembolso después de problemas con la cuenta.

I have struggled with severe gambling problems for the past six years and have been registered with Gamstop to protect myself. Despite this, I received a promotional email from goldenbet which triggered a relapse. After depositing and losing substantial amounts, I contacted them and asked for my account to be closed. Although they closed it, they subsequently allowed me to open six additional accounts using the exact same personal details.

This failure has caused a serious escalation in both my gambling behaviour and my mental health. In total, I deposited approximately £4000 across the six accounts. I have repeatedly contacted the casino over several months, but they have been completely unhelpful, simply directing me to their terms and conditions rather than addressing their failure to protect a self-excluded and vulnerable customer.

I only asked for my £4000 to be refunded, as the harm and relapse were directly linked to goldenbet reopening or allowing new accounts after I had already disclosed my gambling issues and requested closure. Their lack of support and disregard for responsible gambling policies has had devastating consequences for me. The situation deteriorated to the point where I was sectioned under the Mental Health Act and admitted to hospital following a suicide attempt.

Despite all of this, goldenbet continues to send me promotional emails, which is extremely distressing.

I have tried repeatedly to resolve this with them, but my mental health has been severely affected and I am at a loss as to what more I can do. Even a refund of £4000 would make a significant difference to my life, yet they have shown no willingness to take responsibility or comply with their obligations to protect vulnerable UK players, which I have raised with them many times.

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Dear Lawallace,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

• I emailed you . Account closure was done via live chat. I didn’t have any confirmation emails of anything

Do you have any evidence that your account was self-excluded at all? Have you received any confirmation emails from the casino regarding the closure?

Also, can you please provide me with more details regarding the additional accounts you created? Have any of your accounts been verified?

Please note that if you do not provide us with any evidence that would support your case, I will be forced to reject it.

Dear Lawallace,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru