I had an issue in the Gaming Hall

If something went wrong during your visit, we’re here to help.
Please follow the steps below so we can review your case quickly and fairly.

1) While you’re still on site

• Ask to speak with the duty manager. They will listen, log the incident and take immediate action where possible.

• Keep any relevant details (time, table or machine number, staff names if shared, receipt or payout code).

2) If the manager is not available (or you’ve already left)

Email support@goldenpalace.be with:

• Your full name and date of birth

• The Gaming Hall name and address

• The date and exact time of the incident

• A clear description of what happened and what you were told

• If relevant: payout code, bet/ticket number, table/machine reference, photos or screenshots

For security verification, please attach:

• A clear photo of your valid ID (Belgian eID front and back, passport or residence permit)

• A selfie where you hold the same ID, with your face and the document fully visible and readable

A driving licence cannot be accepted for identity verification (legal requirement).

3) What happens next

• Our Support Team will open a case and contact the Gaming Hall manager.

• We will review logs and procedures (and, where applicable and lawful, internal records).

• You’ll receive a clear explanation or resolution. If follow-up is needed, we’ll coordinate that with you.

4) Privacy and data protection

We treat your documents confidentially and in line with GDPR. We only keep them for as long as legally required.
Questions about privacy or CCTV footage requests can be sent to privacy@goldenpalace.be. We’ll guide you through the formal process if applicable.

Your experience matters. We’ll investigate promptly and keep you informed.