The player from Germany lodged a complaint regarding a transaction for free spins in the game Mystic Totems, which he had purchased for €103.00 but claimed were never activated, resulting in a payout of €0.00. He requested the complete technical game log to verify his claim and demanded a refund if no proof of the spins could be provided. We asked him to forward the casino emails and request the gaming history in Excel format, but no usable evidence was provided. As the casino showed a repeated no-reaction pattern and did not cooperate with mediation, the complaint was closed as unresolved.
Goldbet Casino - Player requests refund for unactivated free spins.
Unresolved
Our verdict
No reaction policy
Black points: 45
Amount: €103
Goldbet Casino
Safety Index 4.2 LowCase summary
Discussion
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3 weeks ago
Translation
Subject: Complaint and request for the full match report – Betting ID 2043337391127
Ladies and Gentlemen
I hereby lodge a complaint regarding a game session in the game Mystic Totems.
On July 12, 2026, I purchased the bonus feature/free spins for €103.00. As far as I know, the purchased free spins were not activated. Nevertheless, the amount was debited from my gaming account.
My game history displays the following data:
Game: Mystic Totems
Betting ID: 2043337391127
Entry fee: €103.00
Payout: €0.00
Multiplier: x0
Date: July 12, 2026
Since I did not receive the free spins, I request that you send me the complete technical game log (Round Log), including:
Start and end of the game round
Proof of bonus purchase
Number of free spins granted
History of all free spins
Technical server data for the relevant round
If no proof can be provided that the purchased free spins were actually used, I demand a refund of the debited amount of €103.00.
Please send me the requested documents promptly and inform me how this process will be reviewed.
Best regards
Kosa89
Betting ID: 2043337391127
Automatic translation:
Public
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3 weeks ago
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3 weeks ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Have you contacted the casino customer support through email to request your gaming history in Excel format from the day you purchased the free spins? If so, kindly forward me the communication between you and the casino customer support regarding this issue at veronika.f@casino.guru.
- Can you see a more detailed log of the purchased free spins directly in your casino account?
- Have you experienced any errors or technical glitches while making the bonus purchase?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 weeks ago
TranslationI did receive an email, but nothing in Excel format or anything like that. They didn't submit any game history or anything, and it doesn't show the games where the €103 was spent. It also shows the multipliers and such, but now it says the games weren't even played, even though the money was deducted.
Automatic translation:
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2 weeks ago
Please forward me the emails that you exchanged with the casino customer support regarding the issue with the free spin purchase at veronika.f@casino.guru. Thank you for your time and cooperation.
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6 days ago
Dear Kosa89,
Unfortunately, I would like to inform you that since this casino has 50+ cases closed as "No Reaction Policy," we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.
Regrettably, it seems to be a common practice of Goldbet Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members.
Unfortunately, all efforts to resolve any kind of issue have failed as the complaints grew in number. We strictly recommend staying away from Goldbet Casino. I wish I could be of more help. The casino can reopen this complaint anytime.
Best regards
Veronika
