Golden Crown Casino - Акаунтът на играча остава отворен въпреки заявката за самоизключване.

Dear Casino Guru Team,

I am submitting a complaint regarding Golden Crown Casino.

On 21 July 2025, I requested self-exclusion from this casino via email, specifically stating that I have a gambling addiction. Despite this, I have continued receiving promotional messages from their VIP program and was able to access my account.

On 20 September 2025, I successfully logged in and deposited $50, which I subsequently lost. This should not have been possible, as my account should have been excluded and inaccessible.

This is a clear breach of the casino’s responsible gambling obligations. I am requesting the following:

A refund of the $50 deposit made after my self-exclusion request.

Confirmation that my account has been permanently closed and self-excluded with no possibility of reopening.

I have attached supporting evidence (emails, screenshots, etc.) to assist with this complaint.

Thank you for your assistance in resolving this matter.

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Hello,

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

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

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Were you able to log in to your account between July 21st and September 20th? Have you ever received an acknowledgement or confirmation from the casino that your account has been self-excluded?
• Could you please specify when you informed the VIP manager Christy of your self-exclusion attempts and gambling issues? What response have you received from them?
• Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected]
• Could you please advise when was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

I would recommend that you send another request, but this time, include me in the copy of your email.

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 Golden Crown 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."

Please send another email to [email protected] and separately to your VIP manager (include me in the copy at [email protected]) and keep me informed about any further developments.

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

Hi Tomas,

Thank you for your response. Please see my answers to your questions below:

1. Account status: My account is now restricted. After I raised this issue again with support and my VIP manager, I received confirmation that it has been closed.
2. Access between July 21 and September 20: Yes, I was able to log in between July 21 and September 20. I never received confirmation of my self-exclusion request. Support originally advised me to email my request, which I did on July 21, and I assumed it had been actioned.
3. Communication with VIP manager: I informed my VIP manager that I had self-excluded due to a gambling addiction and asked not to be contacted. Her response at the time was along the lines of "Is it something I did wrong?" — I deleted this email as I was shocked by the reply. Her most recent response, however, has confirmed my account is now closed.
4. Self-exclusion request: My first request for permanent self-exclusion was sent by email on July 21, 2025. I will forward a copy of this email to you.
5. Last deposit allowed: My most recent deposit was on September 20, 2025 ($50 from my own funds, which I lost).
6. Refund request: The casino has not refunded me. I reported this both to Christy (VIP manager) and to support, but my messages were ignored. After following up again with Christy, she eventually replied: "I’ve transferred your request to the relevant department. I’ll let you know as soon as there’s any update."

This shows that despite my clear self-exclusion request on July 21 due to a gambling addiction, the casino continued to allow me to access my account, receive VIP promotions, and deposit money.

Please let me know if you require any further information or documentation.

Kind regards,

Poka

Thanks for the detailed explanation.

• Have you contacted support at [email protected] regarding any issues previously before requesting self-exclusion due to gambling problems?
• Have you received any response from the casino support regarding any issue whatsoever from this email, or any automated response?
• After you informed a VIP manager who contacted you on September 17th, have you exchanged any communication regarding the status of your account, or any questions regarding the supposed self-exclusion?
• Have you confronted the casino with evidence of you requesting self-exclusion previously?
• Have you received any response to your refund request since your last post?

Please let me know.

Hi Tomas,

to answer your questions:

1. No I have not contacted them previously
2. The casino support reached out to collect my bank details. This was two days ago and have forwarded it to the "relevant team". I am yet to hear back.
3. Yes I confronted them on the date detailed above
4. yes as stated in #2

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Poka157,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas