Golisimo Casino - La cuenta del jugador permanece activa a pesar de la solicitud de cierre.

Dear CasinoGuru Team,

I hereby submit a formal complaint against the provider Goalisimo.

On April 27, 2026, I first explicitly requested the permanent closure of my account due to gambling addiction via email. I repeated this request several times on April 28, 2026, April 29, 2026, and May 1, 2026, clearly indicating my gambling addiction problem.

Despite these clear notifications, my account was not blocked. Instead, I only received standardized replies asking me to confirm the block again. However, the block was never actually implemented.

Subsequently, I was still able to make deposits and actively play. After my first self-exclusion request on April 27, 2026, I demonstrably made the following deposits:

April 28, 2026: €120.00

30.04.2026: €270.00

30.04.2026: €400.00

30.04.2026: €145.00

30.04.2026: €350.00

Total amount of deposits after blocking request: €1,285.00

These deposits could have been avoided if the provider had properly complied with my blocking request.

What is particularly serious is that, despite my reported gambling addiction, I continued to be actively encouraged to gamble. I received both promotional emails and text messages with bonus offers (e.g., risk-free bets), even though the provider was aware of my situation.

In my view, this behavior represents a clear violation of the principles of responsible gaming and the duty to protect vulnerable players.

I therefore request that you thoroughly examine this case, ask the provider for a statement, and support me in recovering the deposits amounting to €1,285.00.

I have attached the relevant email histories, SMS messages, and transaction records as evidence.

Thank you for your support.

Best regards

Sascha *****

Sehr geehrtes CasinoGuru-Team,

hiermit reiche ich eine formelle Beschwerde gegen den Anbieter Goalisimo ein.

Ich habe am 27.04.2026 erstmals per E-Mail ausdrücklich die dauerhafte Sperrung meines Kontos aufgrund von Spielsucht beantragt. Diese Anfrage habe ich am 28.04.2026, 29.04.2026 sowie am 01.05.2026 mehrfach wiederholt und dabei klar auf meine Spielsuchtproblematik hingewiesen.

Trotz dieser eindeutigen Mitteilungen wurde mein Konto nicht gesperrt. Stattdessen erhielt ich lediglich standardisierte Antworten, in denen ich die Sperrung nochmals bestätigen sollte. Eine tatsächliche Umsetzung erfolgte jedoch nicht.

In der Folge war es mir weiterhin möglich, Einzahlungen vorzunehmen und aktiv zu spielen. Nach meiner ersten Sperranfrage am 27.04.2026 habe ich nachweislich folgende Einzahlungen getätigt:

28.04.2026: 120,00 €

30.04.2026: 270,00 €

30.04.2026: 400,00 €

30.04.2026: 145,00 €

30.04.2026: 350,00 €

Gesamtsumme der Einzahlungen nach Sperranfrage: 1.285,00 €

Diese Einzahlungen wären vermeidbar gewesen, wenn der Anbieter meiner Sperranfrage ordnungsgemäß nachgekommen wäre.

Besonders schwerwiegend ist zudem, dass ich trotz meiner gemeldeten Spielsucht weiterhin aktiv zu Glücksspiel animiert wurde. Ich erhielt sowohl Werbe-E-Mails als auch SMS-Nachrichten mit Bonusangeboten (z. B. risikofreie Wetten), obwohl dem Anbieter meine Situation bekannt war.

Aus meiner Sicht stellt dieses Verhalten einen klaren Verstoß gegen die Grundsätze des verantwortungsvollen Spielens sowie gegen die Pflicht zum Schutz gefährdeter Spieler dar.

Ich bitte Sie daher, diesen Fall umfassend zu prüfen, den Anbieter zur Stellungnahme aufzufordern und mich bei der Rückforderung der Einzahlungen in Höhe von 1.285,00 € zu unterstützen.

Die entsprechenden E-Mail-Verläufe, SMS sowie Transaktionsnachweise habe ich als Belege beigefügt.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

Sascha *****

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Stay safe.

Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Other than the response from Elle, have you received any response to your requests from a live support agent? When and what responses have you received?
• When was the last time the casino allowed you to deposit?
• Have you asked the casino for a refund due to failed player protection? Have you received any response?

If your account is currently not blocked, as the next step, I recommend you request a new self-exclusion via email at support@golisimo.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Golisimo Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas