Goldbet Casino - Player's account has been closed.

I am writing to file a formal complaint against Goldbet Casino regarding my account closure and the refusal to pay out my winnings.

My account, unfortunly.. I think so forget fully verified... Because I Don't find this mail, But I want repair this, I requested a withdrawal of 900 zł, but shortly after, my account was blocked without any clear explanation. I have not violated any Terms and Conditions. I did not use multiple accounts. I'm a honest person. I install the aplication and think so the end...

I have contacted the casino's support multiple times, but I only received vague responses or no response at all. I am requesting your assistance in mediating this dispute and helping me recover my funds.

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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.

• Could you please confirm whether you filled out your personal information fully and truthfully when registering at this casino?
• Did you provide all the correct details, including your country of residence, full name, and address?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Is there any possibility that someone from your household, or using the same IP address, also created an account at this casino?

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

hank you for your answer.

- Yes, I provided my real personal information when registering at this casino.

A few days after registration, the only thing on my conscience is that I saw a birthday bonus and wanted to see if changing my birth date in the settings would result in receiving the bonus. ;) Of course, I didn't intend to cheat, just to satisfy my curiosity. As I thought, it didn't work, and I forgot to change it back to the original settings.

- Yes. Except for the incident where I changed my date of birth to satisfy my natural curiosity. But that was a few days after registration. On the day of registration, all personal information was accurate.

-I think so. When registering at the casino, I used the "Brave" browser, which I use because it blocks intrusive ads, such as those from YouTube.

Later, I installed the Goldbet app. So, subsequent logins were made using the dedicated app.

-No. I'm single and live alone. And no one could log in to the casino from my IP address.

Thank you for your reply and I hope that your intervention will allow me to recover my account or the winnings or the deposit.

Thank you for your reply and for providing additional information.

We would like to point out that providing accurate and truthful personal information is a fundamental requirement when registering and using an online casino account. This obligation applies not only at the moment of registration but throughout the entire duration of the account’s existence.

From your own statement, you intentionally changed your date of birth in an attempt to see whether you would receive a birthday bonus. Even if described as curiosity, this action constitutes a deliberate modification of personal details for potential benefit, which is generally considered a breach of the casino’s terms and conditions.

Please understand that casinos rely on the accuracy of personal data for verification, security, and bonus eligibility purposes. Any inconsistencies or intentional changes—especially those related to bonuses—can lead to account restrictions or closure.

While we understand that you did not perceive this action as harmful, from the casino’s perspective, this behavior can reasonably be interpreted as an attempt to gain an unfair advantage.

Based on this, we are unable to challenge the casino’s decision, as it appears to be in line with standard industry rules.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika