Golden Mister Casino - Hráč má problémy se sebevyloučením.

continuously allowed to gamble when i have repeatedly asked to be permanently self as i have a gambling problem, was also allowed to open an account and wager money with sister site bounty reels even tho they have the same operator

Hello 8Cienna8,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Golden Mister Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise when did you request for self exclusion for the first time?
• Was your account ever closed?
• When was the last time you spoke to the casino and what was it about?

Please forward your initial self-exclusion request to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

i asked several times first time been in september for my account to closed, they temp closed it for 30 days, i have emailed them 4 times with no reply

sorry the first time was before september, september was when i first complained that i was allowed to gamble again

Dear 8Cienna8,

Could you please forward the self-exclusion request you sent to the casino to nikolas.b@casino.guru for further review? Additionally, could you confirm if your account was reopened after 30 days and how much you have deposited since then?

I look forward to your response.

Best regards,

Nick

Dear 8Cienna8,

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.

hi i sent the response to the email u asked me too, yes my account was reopened and is still open, i am also still receiving 5-10 text messages a week from them with promotions. i cant see how much i have deposited as there is no option to check on there website

first picture is me asking for my account to he closed second picture is me complaining that is has not been and i was still allowed to gamble

Thank you 8Cienna8 for all the information provided. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello 8Cienna8,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Golden Mister 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.

Respectfully,

Michal

do u need any more info from me ?

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal V