Goldenline Casino - O jogador auto-excluiu-se dos casinos da mesma marca.

Hi there

I have tried everything to get this casino talking, but they no longer respond to my inquiries.

I am registered as a gambling addict with Mirage Corporation, which means that I should not be able to register with any of the online casinos that they own - including Goldenline Casino. Still, Goldenline let me register with exactly the same personal information that is provided to Mirage Corporation. They refuse to be owned by Mirage Corporation despite being the owners of their website. I have sent the casino the email that I once sent to Mirage Corporation, just as I have also sent them a confirmation from Mirage Corporation showing that they have excluded me from all of their online casinos. After I posted this, I have not heard from the Casino, and if you contact them on live chat, they just think it's my own fault and I could just stop playing. I actually agree with them, but it's not easy to stop when you're addicted to gambling, and it was precisely to prevent myself from gambling that I once asked Mirage Corporation and to exclude myself.

I do not believe that Goldenline casino lives up to the rules regarding responsible gambling and that I am therefore entitled to be reimbursed for the loss I suffered by gaining access to their casino.

If desired, I can of course forward all emails in the case. I have attached the confirmation from Mirage Corporation. Be aware here that when I address them it is regarding another casino, but that is the case subordinate.

Hejsa

Jeg har prøvet alt for at få dette casino i tale, men de svarer ikke længere på mine henvendelser.

Jeg er oprettet som spilafhængig hos Mirage Corporation, hvilket betyder, at jeg ikke burde kunne registrere mig hos nogen af de online casinoer, som de ejer - herunder Goldenline Casino. Alligvel lod Goldenline mig registrere med præcis de samme personlige oplysninger, som er oplyst til Mirage Corporation. De nægter at være ejet af Mirage Corporation på trods af, at de står som ejere på deres hjemmeside. Jeg har sendt casinoet den mail, som jeg i sin tid sende til Mirage Corporation, ligesom jeg også har sendt dem en bekræftelse fra Mirage Corporation, der viser at de har udelukket mig fra alle deres online casinoer. Efter at jeg fremsendte denne, har jeg ikke hørt fra Casinoet, og kontakter man dem på livechat mener de blot, at det er min egen skyld, og jeg bare kunne lade være med at spille. Det giver jeg dem faktisk ret i, men det er ikke nemt at stoppe, når man er spilafhængig, og det var netop for at forhindre mig selv i at spille, at jeg i sin tid bad Mirage Corporation og at udelukke mig.

Jeg mener ikke, at Goldenline casino lever op til reglerne omkring responsible gambling, og at jeg derfor er berettiget til at få refunderet det tab, som jeg fik ved at få adgang til deres casino.

Hvis det ønskes, kan jeg naturligvis fremsende alle mails i sagen. Jeg har vedhæftet bekræftelsen fra Mirage Corporation. Vær her opmærksom på, at da jeg henvender mig til dem er det vedrørende et andet casino, men det er sagen underordnet.

Dear Esben,

Thank you very much for submitting your complaint and forwarding the relevant email. I’m sorry to hear about your negative experience. I have checked the website, and it appears as it is owned by Mirage Corporation N.V.

We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please advise when you have opened an account with the Goldenline Casino? Please forward your cashier history along with a screenshot of your player’s account information to petronela.k@casino.guru.

Looking forward to hearing from you and hope to help you to resolve this issue as soon as possible.

Best regards,

Petronela

Dear Petronela

I have sent you a mail with informations.

I do not have access to their website anymore since they deleted my account, when this case started. I have asked them to sent me the requested informations, but they deny to do that.

I look forard to hear from you soon.

Dear Esben,

Thank you very much for getting back to us. Yes please, forward all the relevant communication.

Thank you very much, Esben, for providing all the necessary information and forwarding relevant communication. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Esben.

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

Hello Casino Guru and Esben,

We as a casino and Mirage partner didn't have any information ( from Mirage ) about your self exclusion and therefore we couldn't prevert your registration as we can only respect self exclusion of the players who are registered in our casino and who asked us directly to deactivate their accounts due to gambling addiction, and we always respect players decissions regarding to gambling problems. We couldn't know you've asked Mirage to self exclude you from all of their casinos. Mirage did inform all of their casinos about your self exclusion, but we were not one of them back then as we went live on 15th October. Mirage is not our owner, we are parters who bought White Label solution from them. We agree that should not happen but in order to refund your deposited money and solve the problem you need to solve it directly with Mirage, with whom you've made an agreement to self exclude you.

Best regards,

Goldenline Casino

Since Mirage is your partner and they, on your behalf, have promised to self-exclude me from all their casinos, it should not be me who should talk to them, but you.

I have attached the emails that I have received from Mirage and here it is clear that I was self excluded from all their casinos on October 21st. At least that was what they promised me. I registered as a user with you on October 23rd. so two days after I had become self excluded.

I have written to you many times that I think you should reach out to your Mirage partners and get them to explain themselves to you. These are the ones who have promised to self exclude me without them telling you about it.

That you keep writing that Mirage is not your owners is simply not related to what you write on your website. Here it says the following "Goldenlinecasino.com is operated by Mirage Corporation NV bearing company registration number 132869, a company incorporated under the laws of Curaçao"

Does that mean that what you write on your website does not fit? How should your customers know that?

Dear Goldenline Casino, I do not think you live up to what is required to be a responsible casino. Your partners apparently make agreements around you, and then you subsequently expect your users to solve the problems themselves. I really do not think that is responsible.

I would very much like Casino Guru to come up with their opinion on this matter.

Thanks in advance.

I og med at Mirage er jeres partner, og at de, på vegne af jer, har lovet at self exclude mig fra alle deres casinoer, så burde det ikke være mig, der skal snakke med dem, men jer.

Jeg har vedhæftet de mails, som jeg har fået fra Mirage, og her er det tydeligt, at jeg blev self excluded fra alle deres casinoer d. 21. oktober. Det var i hvert fald det, som de lovede mig. Jeg oprettede mig som bruger hos jer d. 23. oktober. altså to dage efter, at jeg var blevet self excluded.

Jeg har skrevet til jer mange gange, at jeg synes, at I skulle tage fat I jeres partnere fra Mirage og få dem til at forklare sig overfor jer. Det er dem, der har lovet at self exclude mig, uden at de har fortalt jer om det.

At I bliver ved med at skrive, at Mirage ikke er jeres ejere, hænger simpelthen ikke sammen med det, som I skriver på jeres hjemmeside. Her står der følgende "Goldenlinecasino.com is operated by Mirage Corporation N.V. bearing company registration number 132869, a company incorporated under the laws of Curaçao"

Vil det sige, at det I skriver på jeres hjemmeside, ikke passer? Hvordan skal jeres kunder kunne vide det?

Kære Goldenline Casino, jeg synes ikke I lever op til det, som der kræves for at være et responsible casino. Jeres partnere laver tilsyneladende aftaler uden om jer, og så forventer I efterfølgende at jeres brugere selv løser problemerne. Det synes jeg virkelig ikke er responsible.

Jeg kunne meget godt tænke mig, at Casino Guru kommer med deres mening omkring den her sag.

På forhånd, tak.

Hello there,

Dear Goldenline Casino team.

Thank you for your cooperation. Although we completely appreciate your response, we believe that when the company, which you are operated by, promised the player that he will be self-excluded from all of their casinos then it is not his mistake that he was allowed to get in.

Please, could you reevaluate the case and get in touch with Mirage Corporation N.V.?

We must apparently acknowledge that Goldenline Casino does not want this case resolved. It is to great frustration that a casino like Goldenline Casino simply ignores their users' desire to resolve the matter in a good way. Unfortunately, the casino has a license from Curucao - a license that is worth absolutely nothing as they never resolve any issues. See evt. https://game-protect.com/curacao-license-scam/

Casinos like Goldenline Casino use such licenses so they know they can do exactly what they want without any consequences as those who should keep them in their ears are by no means their task adult. J

I am nothing short of shocked that Goldenline wants such a reputation.

Vi må tilsyneladende erkende, at Goldenline Casino ikke ønsker at denne sag løses. Det er til store frustration, at et casino som Goldenline Casino blot ignorerer deres brugeres ønske om at løse sagen på en god måde. Casinoet har desværre en licens fra Curucao - en licens der absolut intet er værd, da de aldrig løser nogen sager. Se evt. https://game-protect.com/curacao-license-scam/

Casinoer som Goldenline Casino bruger sådanne licenser så de ved, at de kan gøre præcis, hvad de vil uden nogen former for konsekvenser, da dem, der skulle holde dem i ørerne på ingen måder er deres opgave voksen. J

Jeg er intet mindre en chokeret over, at Goldenline ønsker et sådant ry.

Dear Casino Guru

Have you heard of Goldenline Casino?

I can read that more users have a very hard time getting in touch with them. They also do not respond to my emails anymore.

Do you think I should contact Mirage?

Kære Casino Guru

Har I mon hørt fra Goldenline Casino?

Jeg kan læse mig til, at flere brugere har meget svært ved at komme i kontakt med dem. De svarer heller ikke på mine mails mere.

Synes I, at jeg bør kontakte Mirage?

Hello Esben.

Unfortunatelly it looks like this is their final decision, I would recommend you to try to contact the Mirage company.

We would like to ask the Goldenline 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’.

Dear Casino Guru and Esben,

We have contacted Mirage in order to get further information regarding to this issue. Their respone was that mr Esben was able to register to our casino even if they blocked his email from registrations in all Mirage casinos. They are still investigating how could this happened after all.

We as a casino were not informed on time about player's self-exclusino and therefore we couldn't do anything on time to prevent player's registration on our casino. We still believe it's not our fault even if we agree this should never happened and we fully respect player's decision to close his account due to gambling addiction. As a casino we can only ask you to accept our apology but regarding to your request for refund of deposited money we've made our final decision that you are not eligible for any refund. As you've made a self exclusion deal with Mirage directly we would ask you to request also a refund of your deposited money, directly.

Best regards,

Goldenline Casino

I do not agree

your decision. It is not my fault that your owners do not get reported back to you immediately. In my opinion, you should repay my deposits, and then get your owners to pay you back. It can never be me that it has to go beyond because your owners do not report back to you. I simply can

do not understand how you think it may be reasonable that it is me that it should go beyond because you have not cooperated in place with your owners.

I've already been waiting a really long time, so I just think it's fair that you repay me right away.

I have written many emails to you without you replying, which I find very unprofessional. Now I think it's time for you to start taking responsibility. Get my money back so that this case can be closed, and you can subsequently find a solution together with Mirage. I have been very patient in this matter.

What does Casino Guru say?

Jeg er ikke enig i

jeres beslutning. Det er ikke min skyld, at jeres ejere ikke får meldt tilbage til jer med det samme. Efter min mening burde I tilbagebetale mine indskud, og så få jeres ejere til at betale jer tilbage. Det kan aldrig være mig, som det skal gå udover fordi jeres ejere ikke melder tilbage til jer. Jeg kan simpelthen

ikke forstå, hvordan I synes det kan være rimeligt, at det er mig, som det skal gå udover, fordi I ikke har samarbejdet på plads med jeres ejere.

Jeg har allerede ventet rigtig længe, så jeg synes kun, at det er rimeligt, at I tilbagebetaler mig med det samme.

Jeg har skrevet mange mails til jer uden at I svarer, hvilket jeg finder meget uprofessionelt. Nu synes jeg, at det er på tide, at I begynder at tage ansvar. Få tilbagebetalt mig pengene, så denne sag kan blive lukket, og I kan efterfølgende finde en løsning sammen med Mirage. Jeg har været meget tålmodig i denne sag.

Hvad siger Casino Guru?

Dear Esben,

We respect responsible gaming and player's decision, but we also believe responible gaming starts with player, so with you, in the first place. We agree it was a mistake and this should never happen, but asking for self-exclusion and than immediately register to one of the casinos where you've asked for self exclusion (there are thousands of other, non Mirage casinos in the market), made deposits, loose money and then ask for refund, looks more like a plan than our mistake, and we will not tolerat it or support it. Again, we agree it was Mirage's mistake that you could registered to our casino, but all further steps were more a part of your plan and irresponable activity. Once again, our decision is final, we appologize for the incomvenience but we will not refund the money you've already played and lost.

Dear Casino Guru, we consider this case as closed and our decision as final.

Best regards,

Goldenline Casino

I never look at who owns the site when I sign up, and now it was 2 days after I had registered with Mirage that I registered with you. It's really unbelievable that you keep assuming that I have had bad intentions in registering mighos you - I think that is again extremely unprofessional in that it is YOUR owners who have made the mistake.

I agree that of course I did something wrong, but as a game addict, you think of nothing but playing. That is why I have asked a myriad of online casino groups to self-exclude me from their casinos. Your owners did not help me as they should and therefore they have to pay for the mistake. But in my opinion, it is you, and not me, who should be talking to them. After all, it is not me that they have made agreements on behalf of.

I tried to contact your license provider over a month ago, but as you probably know, Curacao licenses never respond. Therefore, casinos like Goldenline Casino can do exactly what they want in cases like this without any consequences. If Goldenline casino thinks otherwise, then they are very welcome to give me a contact phone number on their license providers. If, for example. cogs on game-protect.com, then one will be able to read that see has addressed differences Curacao license prividers zeal 150 times without so much as getting an answer back. It must therefore be said that Goldenline Casino has chosen the right license provider when they think they can afford to be so indifferent to old addicted players.

Dear Goldenline Casino. You should know that when you now do not want to change your decision, then this matter will of course be brought up on other review sites such as. Askgamblers and The Pogg.

I am disappointed!

Jeg kigger aldrig hvem, der ejer sitet, når jeg tilmelder mig, og nu var det altså 2 dage efter, at jeg havde registreret mig hos Mirage, at jeg registrerede mig hos jer. Det er egentlig utroligt, som I bliver ved med at antage, at jeg har haft dårlige hensigter ved at registrere mighos jer - det synes jeg igen er yderst uprofessionelt i og med, at det er JERES ejere, der har lavet fejlen.

Jeg er med på, at jeg selvfølgelig gjorde noget forkert, men som spilafhængig, tænker man ikke på andet end at spille. Netop derfor har jeg bedt et utal af online casino groups om at self exclude mig fra deres casinoer. Jeres ejere hjalp mig ikke, som de skulle, og derfor må de betale for fejlen. Men efter min mening er det jer, og ikke mig, der skal tage den snak med dem. Det er jo ikke mig, som de har lavet aftaler på vegne af.

Jeg har for over en måned siden prøvet at kontakte jeres licens provider, men som I sikkert ved, så svarer Curacao licenses aldrig tilbage. Derfor kan casinoer som Goldenline Casino gøre præcis hvad de vil i sager som denne, uden at det har konsekvenser. Hvis Goldenline casino mener noget andet, så må de meget gerne give mig et kontakt telefonnummer på deres licensprovider. Hvis man f.eks. kugger på game-protect.com, så vil man kunne læse, at se har henvendt sig forskelle Curacao licens prividers iver 150 gange uden så meget som at få et svar tilbage. Man må derfor sige, at Goldenline Casino har valgt den helt rigtige licens provider, når de synes, at de kan tillade sig at være så ligeglade med gamling addicted spillere.

Kære Goldenline Casino. I skal vide, at når I nu ikke ønsker at ændre på jeres beslutning, så vil denne sag naturligvis blive bragt op på andre review-sites som f.eks. Askgamblers og The Pogg.

Jeg er skuffet!

Dear Esben,

It's not what we think... Your intentions are more than clear and has nothing to do with responsable gaming. In any case we will not change our decision under any circumstances.

Best regards,

Goldenline Casino

You are simply one of the most unprofessional casinos that

I have ever come across.

1. You come up with repeated accusations both here and in emails - accusations that are based solely on assumptions - I am shocked, nothing less!
2. You do not respond to emails
3. You consistently fail to answer important questions - e.g. contact info on your license provider. Since I do not use assumptions, like you, I choose to keep my thoughts about it, to myself.
4. You refuse to comply with what the Casino Guru representative writes to you.
5. You refuse to help me get my money back, even though it is obviously your owners who have made a mistake. Despite the fact that they have acted on your behalf, you still believe that this is my problem.

I assume that Goldenline casino now believes that the case is closed. I do not mean that now, and I will therefore proceed with the case if Casino Guru can not get Goldenline Casino on the right track.

I er simpelthen et af de mest uprofessionelle casinoer, som

jeg nogensinde er stødt på.

1. I kommer med gentagne beskyldninger både her og på mails - beskyldninger, som udelukkende er baseret på antagelser - jeg er chokeret, intet mindre!
2. I svarer ikke på mails
3. I undlader konsekvent at svare på vigtige spørgsmål - f.eks. kontaktinfo på jeres licens provider. Da jeg ikke benytter mig af antagelser, ligesom jer, så vælger jeg at holde mine tanker omkring det, for mig selv.
4. I nægter at forholde jer til det, som repræsentanten fra Casino Guru skriver til jer.
5. I nægter at hjælpe mig med, at få mine penge tilbage, selv om det åbenlyst er jeres ejere, der har begået en fejl. På trods af, at de har handlet op vegne af jer, så mener I stadigvæk, at det er mit problem.

Jeg går ud fra, at Goldenline casino nu mener, at sagen er lukket. Det mener jeg nu ikke, og jeg vil derfor gå videre med sagen såfremt at Casino Guru ikke kan få Goldenline Casino på rette spor.

Dear Esben.

I am very sorry but since the casino team has clearly expressed their final decision, we’re not able to proceed with further investigation.

It is clear that Goldenline Casino is operated by Mirage Corporation. Although it is the Mirage company who has promised you the self-exclusion across all of their casinos, we believe they should share a database of self-exclusion players across all of their casinos (we have even similar case where they do but with different casino).

Another option is to file an official complaint at ADR and/or licensing authority of the casino. But I am afraid that you will not succeed with this type of case. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 

I will now mark the complaint as 'unresolved'. The casino can reopen this complaint anytime.

Best regards, Jozef

Casino.Guru