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Hello,

I have been requesting to cancel my gaming account at the Casino since 19/10/2023 (four days have now passed and they still haven't responded). I have made it known to them that I am a compulsive gambler.

I was advised in the chat that I should do this via the email of a manager, to whom I have already sent at least five emails without getting any response.

I have tried to get in touch again through chat and the support email, and was once again told to send an email to this same unresponsive person.

This behavior I would describe as inhumane, unprofessional, and lackadaisical at best.

I signed up at the Casino and began requesting for account cancellation the very next day. They have yet to do this, acting with what can only be described as a total lack of conscience, bordering on illegality.

Being a Spanish citizen, I would like to lodge a formal complaint to some official body, that I imagine exists in Curacao, which handles these types of issues and rightfully penalizes such Casinos that have such a bad reputation. I would greatly appreciate it if anyone could provide me with contact information to report this to the Government of Curacao.

Thank you very much. Best regards!

Hola,

Llevo desde el día 19/10/2023 ( han transcurrido ya cuatro días y no se dignan contestar) solicitando que cancelen mi cuenta de juego en el Casino, ya que soy ludópata y así se los he hecho saber.

En el chat me indican que lo haga a través del correo electrónico de una manager y ya le he enviado al menos cinco correos y no me contesta.

He vuelto a insistir en chat y correo electrónico del soporte y vuelven a indicarme que envie correos a esta persona que no contesta.

Me parece una actitud que se podría denominar como poco como inhumana, falta de ética profesional y nada serio.

Me di de alta en el Casino y al día siguiente comencé a solicitar la cancelación definitiva de mi cuenta, lo cual no llevan a cabo con una falta total de escrúpulos y ajenas diría incluso a la legalidad.

Soy ciudadano Español y quisiera presentar una queja formal a algún estamento oficial que imagino existirá en Curacao y defienda este tipo de cuestiones y castigue debidamente a este tipo de Casinos que tan mala fama ofrecen. Agradecería si alguien conoce datos para informar al Gobierno de Curacao, me los indique.

¡Muchas gracias, un saludo!

Dear Ma19671967,

Thank you very much for submitting your complaint. I'm sorry to hear about your negative experience with GoldenLion.bet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please advise what reason you have given the customer support when you requested to block your account via email?

There is a difference between closing an account and requesting self-exclusion.

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem).

In the case of self-exclusion, if the casino fails in this, the player may ask for a refund.

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru.

Thank you very much in advance for your reply.

Best regards

Veronika

Hello Veronica,

I just sent you an email to inform you in a little more detail, in addition to showing you the numerous emails I have sent to Golden Lion Casino staff since 10/19 and outlining my problems, they have not closed my account yet.

As I already told you in that email, I first spoke with a person from the customer service chat and they told me that the person who should authorize the closure was a woman, the VIP Manager. I have sent several emails between these days, and this person has not responded to any of them.

I have contacted customer service chat again and sent a second support email and they told me the same thing, that I sent emails to that lady, who is supposed to take a while to authorize the closure... and it's been 5 days...

I reiterate that I find the attitude of these people unprofessional, totally lacking in humanity, empathy towards the serious problems of gambling people like me and totally lacking in ethics.

I request, if anyone knows, information from an official Curacao organization where to file a formal complaint to this Casino.

Thank you very much for your attention, greetings!

Hola Verónica,

Acabo de enviarte un correo electrónico para informarte un poco más detalladamente, además de mostrarte los numerosos correos electrónicos que les he enviado a personal del Casino Golden Lion desde el día 19/10 y exponiendo mis problemas, no han cerrado aún mi cuenta.

Como ya te he dicho en ese correo, hablé primero con una persona del chat de atención al cliente y me dijo que quien debía de autorizar el cierre era una señora, la Manager Vip. Le he enviado entre estos días varios correos electrónicos, sin contestarme esta persona a ninguno de ellos.

He vuelto a ponerme en contacto con chat de atención al cliente y a un segundo correo de soporte y me han dicho lo mismo, que envié correos a esa señora, que se supone tarda un tiempo en autorizar el cierre... y ya han pasado 5 días...

Reitero que me parece poco profesional la actitud de estas personas, falta totalmente de humanidad, empatia hacia los problemas graves de personas ludópatas como yo y faltos de ética totalmente.

Solicito si alguien lo sabe, datos de organismo oficial de Curacao donde presentar una queja formal a este Casino.

¡Muchas gracias por tu atención, un saludo!

Thank you for your emails.

You first requested to be self-excluded on 19 October. The casino disabled your account on 27 October, which is 8 days later.

Could you please specify how many deposits and in what amounts did you make from 19 October to 27 October?

Hello Veronika,

After requesting the closure of my account by chat and emails starting on 10/19/2023 and not responding to my request until after 8 days, as you rightly say, I made the following deposits (including commissions):

10/20/2023: 1077.83 euros.

10/20/2023: 1000.37 euros.

10/25/2023: 150 euros.

A total of 2228.2 euros.

To this day I still receive advertising promoting the game from Golden Lion despite having asked them several times by email not to send me any more advertising.

Thank you very much, greetings

Hola Veronika,

Tras pedir el cierre de mi cuenta por chat y correos electrónicos a partir del día 19/10/2023 y no contestar a mi petición hasta pasados 8 días como tú bien dices, realicé los siguientes depósitos (incluyendo comisiones ):

20/10/2023: 1077, 83 euros.

20/10/2023: 1000,37 euros.

25/10/2023: 150 euros.

Un total de 2228,2 euros.

A día de hoy aún recibo publicidad incitando al juego por parte de Golden Lion a pesar de haberles pedido varias veces por correo electrónico el que no me envíen más publicidad.

¡Muchas gracias, un saludo

Before we move forward with your case, have you received any response from the casino since your last comment in this thread?

Hello Veronika,

No information on the subject, only that they continue to send advertising to continue playing even though I have already told them on numerous occasions not to do so.

Greetings, thank you.

Hola Veronika,

Ninguna información sobre el tema, únicamente que siguen enviando publicidad para seguir jugando a pesar de que ya les he indicado en numerosas ocasiones que no lo hagan.

Un saludo, gracias.

Thank you very much, Ma19671967, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you very much, greetings!

¡Muchas gracias, un saludo!

Dear Ma19671967,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear jeffrey.graham,

I apologize for the inconvenience, but we are unable to continue with the investigation as the casino team has not responded. Regrettably, the casino is not licensed (confirmed by the regulator) and has a very low safety index on our site. I strongly advise you to choose a licensed brand with a high safety index on our site in the future. This will help you avoid similar problems, and in the event of any issues, the chances of a successful resolution will be much higher.

If you have any questions or need further assistance, please let me know.

Best regards, Jozef

jozef.k@casino.guru