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

Dear CasinoGuru Team,

Thank you very much for your feedback and support in my case.

I will gladly answer your questions and provide additional important information:

1. Access to my account

No, my account was closed on May 4, 2026.

However, the blocking was delayed, even though I had already requested self-exclusion several times starting on April 27, 2026.

2. Customer service responses

I received several replies, both via email and live chat.

However, these were contradictory and did not lead to the actual implementation of the ban.

This is particularly problematic because:

- The website explicitly states that self-exclusion can be done via email to support@golisimo.com is possible

- However, in the live chat I was informed that only vip@golisimo.com be responsible

This contradiction resulted in my self-exclusion not being implemented correctly and not in a timely manner.

3. Last deposit

The last deposit was made on April 30, 2026.

Following my initial blocking request on April 27, 2026, I demonstrably made deposits totaling €1,285.00.

4. Refund requested

Yes, I have requested a refund from the provider several times.

So far, I have not received a satisfactory or binding answer to this question.

Additionally, I would like to emphasize that despite my clearly disclosed gambling addiction problem, I continue to:

- able to make deposits

- could play actively

- as well as receiving promotional emails and SMS messages with bonus offers

In my view, this constitutes a significant breach of the obligations to protect players.

I believe that the deposits made after my initial self-exclusion could have been avoided if the provider had properly fulfilled its obligations.

I therefore request your continued support in clarifying this case and in enforcing my claim for reimbursement of €1,285.00.

All relevant evidence (emails, chat histories, transactions) is fully available.

Thank you for your support.

Best regards

Sehr geehrtes CasinoGuru-Team,

vielen Dank für Ihre Rückmeldung und die Unterstützung in meinem Fall.

Gerne beantworte ich Ihre Fragen und ergänze wichtige Informationen:

1. Zugriff auf mein Konto

Nein, mein Konto wurde inzwischen am 04.05.2026 geschlossen.

Die Sperrung erfolgte jedoch erst verspätet, obwohl ich bereits ab dem 27.04.2026 mehrfach einen Selbstausschluss beantragt habe.

2. Antworten des Kundendienstes

Ich habe mehrere Antworten erhalten, sowohl per E-Mail als auch über den Live-Chat.

Diese waren jedoch widersprüchlich und führten nicht zur tatsächlichen Umsetzung der Sperre.

Besonders problematisch ist hierbei:

- Auf der Website wird ausdrücklich angegeben, dass ein Selbstausschluss per E-Mail an support@golisimo.com möglich ist

- Im Live-Chat wurde mir hingegen mitgeteilt, dass ausschließlich vip@golisimo.com zuständig sei

Dieser Widerspruch hat dazu geführt, dass mein Selbstausschluss nicht korrekt und nicht zeitnah umgesetzt wurde.

3. Letzte Einzahlung

Die letzte Einzahlung erfolgte am 30.04.2026.

Nach meiner ersten Sperranfrage am 27.04.2026 habe ich nachweislich Einzahlungen in Höhe von insgesamt 1.285,00 € vorgenommen.

4. Rückerstattung angefragt

Ja, ich habe den Anbieter mehrfach zur Rückerstattung aufgefordert.

Bislang habe ich hierzu keine zufriedenstellende oder verbindliche Antwort erhalten.

Zusätzlich möchte ich betonen, dass ich trotz meiner eindeutig mitgeteilten Spielsuchtproblematik weiterhin:

- Einzahlungen tätigen konnte

- aktiv spielen konnte

- sowie Werbe-E-Mails und SMS mit Bonusangeboten erhalten habe

Aus meiner Sicht stellt dies einen erheblichen Verstoß gegen die Verpflichtungen zum Spielerschutz dar.

Ich bin der Auffassung, dass die nach meinem ersten Selbstausschluss getätigten Einzahlungen vermeidbar gewesen wären, wenn der Anbieter seiner Pflicht ordnungsgemäß nachgekommen wäre.

Ich bitte Sie daher weiterhin um Unterstützung bei der Klärung dieses Falls sowie bei der Durchsetzung meiner Rückforderung in Höhe von 1.285,00 €.

Alle relevanten Nachweise (E-Mails, Chatverläufe, Transaktionen) liegen vollständig vor.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

Dear ihea1984,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear ihea1984,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Golisimo Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Golisimo Casino representative to join this conversation and participate in resolving this complaint.

Dear Golisimo Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear ihea1984,

I have repeatedly tried to contact Golisimo Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I am sorry we could not be of more help on this occasion.

Best Regards,

Igor