Goldbet Casino - Player reports operator's failures in responsible gambling.

I am filing a formal complaint against the operator of gbet3.xyz (operating as a mirror/clone under Goldbet branding) for severe breaches of Responsible Gambling regulations and failure in their duty of care. I am a vulnerable, compulsive gambler with an active self-exclusion registered under the National Registry in Lithuania (Gaming Control Authority - LPT).

The operator allowed me to bypass all basic player protection and verification mechanisms. They permitted me to deposit and lose approximately €10,000 within a dangerously short period in January. Deposits were routed via a crypto intermediary (Bitcan Sp z o.o.), which the casino systematically uses to evade standard banking controls and regulatory tracking.

Furthermore, I have attempted to resolve this issue directly with the operator. However, their customer support has completely ignored my formal legal notices and engaged in bad-faith stalling tactics, offering only automated replies. I request a full investigation into this operator's predatory practices and a refund of my deposits due to systemic social responsibility failures.

Player Name: [redacted]

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Dear Linas1977,

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

Goldbet Casino does not have a Lithuanian gaming licence, so it is not obligated to follow the guidelines of the Lithuanian regulators. In casinos operating outside of the jurisdiction of the Lithuanian license, you'll need to take advantage of self-exclusion options offered by the casino itself to stay protected.

To proceed, please provide answers to the following questions:

• Do you still have access to your account? If not, when was it closed?
• When did you register your account?
• Did you request an account closure? Please send all account closure requests along with the casino's response to jean.s@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution. Thank you in advance for your reply.

Best regards,

Jean

Dear Jean,

Thank you for reviewing my case. I understand that Goldbet does not hold a Lithuanian license, but I am appealing based on a severe breach of global Responsible Gambling standards and failure in their duty of care toward a vulnerable player.

To answer your specific questions with full honesty:

Account Access: Yes, I still have access to my account. Even after my family found out and I initiated formal disputes directly with the casino, they took no proactive measures to restrict or suspend my profile to protect me. I only logged in last week to gather the deposit history screenshots for this investigation.

Registration Date: I registered my account in January, and the entire loss of approximately €10,000 occurred almost immediately within that same month.

Prior Closure Requests: There were no complaints or closure requests while I was gambling. The entire episode escalated extremely fast due to my compulsive gambling state. This marathon of questions and search for justice only started after the losses occurred, when my family intervened and realized what happened.

The core of my complaint is that the operator allowed a brand-new player to open an account on an unblocked mirror site (gbet3.xyz) and lose a massive amount of money (€10,000) within days via a crypto intermediary (Bitcan Sp z o.o.) without triggering any automated responsible gambling limits or mandatory source of funds checks. Furthermore, leaving my account fully active even after my dispute shows a total disregard for player welfare.

I have already attached the relevant screenshots of the deposit history and Revolut statements to the case file for your review.

They even let me log in now, and I would probably let them play with the money I have deposited🤦‍♂️

Based on the information you have provided, I would like to clarify how we assess complaints of this nature.

From your own description, you did not inform the casino about your gambling problem before or during the period when you deposited and lost the funds. You also confirmed that you did not request an account closure or self-exclusion until after the losses had already occurred. In complaints involving responsible gambling, we are generally unable to request refunds for gambling activity that took place before a player notified the casino of a gambling problem or requested self-exclusion. If a player voluntarily creates an account, deposits, and gambles without informing the operator that they require responsible gambling protection, we expect the player to take responsibility for those actions.

Regarding your concern that the casino allowed you to lose approximately €10,000 within a short period without triggering mandatory source of funds checks or other monitoring measures, we understand why you view this as problematic. However, source of funds verification and anti-money laundering (AML) obligations are matters overseen by the relevant licensing authority and regulators. They are not responsible gambling measures that we can evaluate or enforce as part of our mediation process, and we are not in a position to determine whether the operator complied with its AML obligations.

You also mentioned that your account remains open despite your dispute. If you have now informed the casino about your gambling problem and requested self-exclusion, we can certainly assist in reviewing whether the casino has appropriately handled that request.

If you have sent any emails or messages requesting account closure or self-exclusion due to gambling addiction, please forward the complete correspondence, including the casino's responses, so we can assess whether there has been a failure to implement responsible gambling measures from that point onward.

Long live the casino! 🤦‍♂️

I did not receive my request for relevant correspondence between you and the casino. Then I could not be certain that you already sent a request for self-exclusion to protect yourself from gambling and access to the casino.

As I understand that you are suffering from gambling addiction and your account in Goldbet Casino is still open, then it is important to request self-exclusion and not just an account closure as soon as possible. With self-exclusion, the casino agrees not to reopen the account or only under particular circumstances (after the cooling-off period, and this cannot be done for players who are addicted/with gambling problem).

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Goldbet Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to Goldbet Casino and keep me informed about any further developments. Thank you in advance.

Dear Linas1977,

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.