The player from British Columbia has a verified account and made a successful previous withdrawal, but his account is now blocked after attempting to withdraw €1117. The casino claims he has a "duplicate account" without evidence, and he is asked to make another deposit to "unlock" his account. He is concerned about this practice and seeks assistance to resolve the issue and access his funds.
Goldbet Casino - Player's account has been blocked with no evidence.
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Current status
Waiting for Casino Guru to reply
6d 4h 42m 41s
Goldbet Casino
Safety Index:Very lowCase summary
Discussion
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4 days ago
My account was fully verified (KYC completed), and I successfully made a previous withdrawal.
However, when I attempted to withdraw a larger amount (€1117), my account was suddenly blocked.
The casino claims that I have a "duplicate account", but they have not provided any evidence to support this claim despite multiple requests.
I confirm that I have only one account and have not violated any terms and conditions.
Additionally, I was asked by support to make another deposit in order to "unlock" my account and proceed with the withdrawal. This is highly concerning and resembles an advance-fee practice.
If there was any issue with my account, it should have been identified during the KYC verification process or before allowing previous withdrawals.
I have full documentation of this case, including screenshots of:
completed KYC verification
account blockage
request for an additional deposit
I kindly request your assistance in resolving this issue and ensuring that my funds are paid out
The casino repeatedly sends generic copy-paste responses quoting their terms and conditions, without addressing my case specifically and without providing any concrete evidence.
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22 hours ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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22 hours ago
Dear Artur1990,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
- Could you please share a screenshot confirming you passed KYC? Which documents were you asked to supply during the process?
- Have you accumulated your winnings with the help of a bonus?
Thank you very much in advance for your reply.
Best regards,
Tomas
