Goldenbet Casino - Se ignora la autoexclusión del jugador y se cierra la cuenta.

Subject: Complaint Regarding Breach of Self-Exclusion Policy – Golden Bet Casino

Dear Casino Guru Support,

I am writing to formally submit a complaint regarding Golden Bet Casino, where I believe there has been a serious failure in upholding responsible gambling practices and their own terms and conditions.

My original account with Golden Bet Casino, under the username Magoo196999, was self-excluded over a year ago due to my gambling problem. Despite this, I was able to create a second account under the username MeganM97 and deposit a total of £2,476.98.

The only difference between the two accounts was the email address. All other personal information — including name, date of birth, and address — was identical. This clearly indicates a failure in Golden Bet Casino’s internal systems to identify and block duplicate accounts from self-excluded individuals, a practice that is expected under responsible gambling protocols.

When I brought this to their attention, they closed both accounts but have since refused to provide a full breakdown of my deposits, claiming they "cannot give out the information." Further communication from their support has stated that they are not responsible as the original account was not verified — yet this justification is both troubling and misleading.

Golden Bet Casino accepted deposits on the second account without verifying the identity or recognizing it as a duplicate of the self-excluded user. Their terms and conditions do not state that account verification is a prerequisite for honoring self-exclusion, nor should it be, as self-exclusion policies exist to protect vulnerable players — especially in the early stages of gambling addiction.

Furthermore, the fact that they acknowledged I had excluded myself for gambling-related reasons shows they had enough information to flag the duplicate account.

I am therefore requesting the following:

A full investigation into Golden Bet Casino’s handling of this case.

A refund of all deposits made on the second account (MeganM97, totalling £2,476.98).

Enforcement of proper responsible gambling measures and policies at Golden Bet Casino.

I have supporting emails and documentation showing the account closure, deposit confirmations, and responses from support — which I can provide if needed.

Thank you for your time and assistance in this matter. I hope Casino Guru will take this seriously and help ensure that gambling operators uphold their obligations to protect vulnerable players.

Dear magoo19799,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Goldenbet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share your initial self-exclusion requests with me?
• When was the first time you informed the casino about suffering from gambling problems?
• Has the casino acknowledged the issue?
• Have you requested a refund of your losses due to failed player protection? What responses have you received?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear magoo19799,

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,
Tomas
Casino.Guru