Goldbet Casino - Player's account has been closed.

hello please help me i deposit in my account 1000 and then help of bonous and bets i have 3880 and when i withdraw my fund my transection declined and they banned my account market as duplicate account see screenshot i mailed them telegram but received no reply i want my funds back even if they need i am ready to complete the kyc face verification vedio verification please help me to get my funds back please they are not replying all things are good before deposit even while playing but suddenly account ban on withdraw request

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Dear rohitkushwah,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve experienced with your account being banned and your funds withheld.

Thank you also for providing the screenshot. According to the casino, your account was banned due to a suspected duplicate account, which usually relates to multiple accounts being linked by name, address, IP, device, or similar details.

To better understand your situation and assess the case properly, I would like to ask you a few additional questions:

• Have you ever created more than one account at this casino, even unintentionally?
• Is it possible that someone else in your household (family member, friend) has also registered or played at this casino?
• Have you ever logged into your account using someone else’s device or internet connection?
• Are all your account details (name, address, email, phone number) accurate and registered in your own name?
• Have you completed any KYC verification before your account was blocked?

Additionally, if you have any communication with the casino (emails, chat transcripts, or further screenshots), please feel free to forward them to petronela.k@casino.guru so I can review everything in detail.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

I am submitting this complaint regarding an unfair account ban and withheld funds.

I registered an account on the platform and started using it normally. At one point, the platform flagged my account and informed me that I needed to verify it. I was specifically instructed to make a deposit as part of the verification process.

Following their instructions, I deposited funds into my account. After depositing, I was allowed to play normally without any restrictions or warnings. There was no indication that my account was in violation of any rules at that stage.

After playing, I accumulated a balance of approximately 4000 (currency equivalent). When I attempted to withdraw my funds, my account was suddenly banned with the reason "duplicate account".

I would like to highlight the following important points:

If the platform had already detected a duplicate account issue, they should not have allowed me to deposit funds or continue playing.

The platform knowingly accepted my deposit and allowed full access to gameplay.

The issue was only raised at the withdrawal stage, which appears unfair and misleading.

I did not intentionally create multiple accounts to abuse the system.

This behavior suggests that the platform allowed deposits and gameplay but blocked withdrawals using a technical excuse.

I am willing to fully cooperate and provide any required verification (KYC, identity proof, etc.) to resolve this issue.

I respectfully request:

Preferably: access to withdraw my full remaining balance

I request Casino Guru to review this case and assist in resolving this matter fairly.

Additional evidence:

I am attaching a screenshot clearly showing that BEFORE I made any deposit, the platform had already detected a "potential duplicate account".

At that stage, instead of restricting the account or requesting proper verification, the platform explicitly instructed me to make a deposit to verify and unlock functionality.

This means the platform was already aware of the issue but still encouraged and accepted my deposit.

After depositing, I was allowed to play normally. Only when I attempted to withdraw funds was my account banned for the same "duplicate account" reason.

This clearly demonstrates that the platform knowingly accepted my deposit despite the flagged issue and only enforced the rule at the withdrawal stage.

This behavior is unfair and misleading.

ans i accept that i log in my friends account and i do no kyc on my both accound but if currently needed i am ready to provide my document and if needed vedio or fce verification i log in my friends account actually i this was becaouse we all wants first to bet together or friendship way i dont even think this crete this type issue

and as i never want to complete kyc so name and others details may be wrng i accept but i am ready to complete kyc and vedo verification what needed

the main thing is that they themself said that i can verify my account by making the deposit you can clearlly show this in screenshot so i think that duplicate or what the issue is will be solve by deposit that the resone i deposited and i expect that if any issue the max they ask for kyc but never think they ban my accountand keep my winning

Hi rohitkushwah,

Thank you also for your honesty, as it helps us better understand what happened. However, I would like to clarify a few important points before we proceed further:

• You mentioned that you logged into your friend’s account — could you please confirm whether your friend also accessed your account or used the same device/IP connection?
• Were both accounts (yours and your friend’s) registered under the same or different personal details?
• Did you or your friend use the same payment method (card, wallet, etc.) on either of the accounts?

Please note that creating or accessing multiple accounts, as well as providing incorrect personal details, is considered a serious breach of most casino terms and conditions. This is important for us to understand the full context of your case.

While we understand your point that the casino allowed you to deposit and play, we will need to carefully assess whether their actions were appropriate given the circumstances.

If you have any further communication with the casino, please feel free to forward it to petronela.k@casino.guru.

Thank you.

my friend used my laptop later he was not get much interest due to safity so used less and he may deposit with same method upi but diffrent account as i remeber and diffrent personal report please i ask you to make my money back i accept duplicate account but i deposit becaouse platform said that i can verify my account by deposit so i deposited

i trully accept that multiple account is false but platform its self indicated me for deposit and said that making deposit will verify my account as i shared acreenshot you can see clearlly in it and that also a proof that platform already know that their are duplicate account still allowed me for deposit untill i try to withdraw they bloack

Dear rohitkushwah,

Thank you for your messages and for your honesty in explaining the situation.

After carefully reviewing all the information you have provided, we regret to inform you that we are unable to proceed further with your complaint, and it will now be rejected.

You have confirmed several key points that represent serious breaches of standard casino terms and conditions:

• You registered your account with incorrect personal details
• You logged into your friend’s account, and your friend also used your device
• There may have been shared devices, connections, and potentially payment methods

These factors are considered significant violations, particularly in relation to multi-accounting and account misuse. In such cases, casinos are generally justified in restricting or closing accounts and confiscating winnings.

Regarding the screenshot you provided, while it may suggest that making a deposit could help proceed with verification, this does not override the requirement to use accurate personal information or comply with account rules. Since the account was created with incorrect details, it would not be possible to successfully complete verification regardless of further steps.

We understand your concern that the casino allowed you to deposit and play. However, based on the combination of issues outlined above, there are unfortunately too many breaches for us to reasonably challenge the casino’s decision in this case.

For these reasons, we are unable to assist further, and the complaint will be closed as rejected.

Thank you for your understanding.

Best regards,

Petronela

Casino.Guru Complaint Resolution Center