Why access can be refused
For your safety and in line with Belgian law, our venue teams must refuse entry in several situations, including:
Identity not verified: no valid ID presented (Belgian eID, passport or residence permit).
EPIS exclusion: you are listed in the Belgian Gaming Commission’s EPIS register (self-exclusion or administrative/judicial exclusion). We are legally obliged to deny access and cannot override this.
Age or legal restrictions not met.
Security or house-rules reasons: signs of intoxication, disruptive behaviour, safety incidents, or prior venue bans.
Capacity or temporary safety measures (e.g., incident management, technical shutdown).
Mismatch during a payout in hall: details (code/ID) don’t match the withdrawal request.
What you can do on site
Ask to speak with the duty manager. They will explain the reason when possible under privacy rules.
Show a valid ID (eID front and back, passport, residence permit). A driver’s licence is not sufficient.
If EPIS is the reason, staff cannot grant access. For status questions or how to request changes, please contact the Belgian Gaming Commission. Conditions and timelines are defined by the regulator.
Want us to review your case?
If the manager was unavailable or you still have questions, email support@goldenpalace.be with:
Your full name and date of birth.
A clear photo of your valid ID (eID front and back, passport or residence permit) and a selfie holding the same ID, with your face and the document fully visible and readable.
The Gaming Hall name and address, date/time of the visit, and a short description of what happened.
If you came to collect a payout, include your withdrawal code and the amount requested.
We’ll verify the situation with the venue and get back to you with a clear explanation. Your documents are handled confidentially and in line with GDPR; we keep them only for as long as legally required.
Our goal: a safe, respectful and lawful experience for every player.
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