Goldbet Casino - Player’s account has been closed.

I registered on goldhaven.cc / goldbaron.cc. I won approximately €350+. They asked me to complete KYC which I did. After KYC submission my withdrawals were repeatedly rejected with the reason "complete KYC" despite KYC already being submitted. My account balance is €200. They then blocked my account completely preventing any access or withdrawal. I have screenshots of all withdrawal rejections, my balance, and the KYC under review notification. Total amount owed: approximately €200.

I don't have any other accounts with my kyc!

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.

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.

• What types of games did you play to accumulate the winnings you've been trying to withdraw?
• Which documents have you submitted as part of the KYC process at this casino so far? Have any of your documents been reviewed and approved by the relevant department before your account was blocked?
• Did the casino provide you with any explanation as to why your account was blocked?

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

Here is the response to post on Casino Guru:

Hello Veronika,

Thank you for your questions. I will answer each one clearly.

1. Games played: I played various slot games on the platform. My largest win of €346.25 was achieved on the slot "3 China Pots" by 3 Oaks Gaming, via a bonus round feature. I can provide a screenshot of this win as evidence.

2. KYC documents submitted: I submitted the following documents for KYC verification:

Government-issued ID — front and back sides

Selfie / facial verification photo

All documents were reviewed and fully approved by the casino within approximately 3 hours. My account was in good standing and verified before the block occurred.

3. Casino’s explanation for the block: The casino displayed a message citing Rule 3.3 — duplicate account policy. However, this is factually incorrect. I have only one account, registered under my real legal name, using my personal email address. No VPN was used at any time. No duplicate account exists.

The block occurred immediately after I won €346.25 and submitted a withdrawal request for €200, while my balance was €287.41. The timing makes it evident that the block is directly linked to my withdrawal attempt rather than any genuine policy violation.

I respectfully request Casino Guru’s assistance in recovering my full balance.

Best regards

I just received that my KYC IS NOT VALID. At the begging they accepted my KYC and now after all this they are writing me an email that my kyc is not accepted? I can't even login in to my account

What is the chance to get my money back?

I really appreciate your work!

Hello Allleeeexx,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your patience while I was out of the office. To proceed with the investigation, I need to clarify a few more details with you.

• Is there any chance that someone from your household or someone using the same IP address also created an account at this casino?
• Have you ever used a shared device or a public internet network to access your casino account?
• Have you ever lent your device to someone else who might have used it to play at this casino?
• Did you accumulate the winnings that were confiscated from you using a bonus? If so, kindly send me a link or a screenshot of the promotion you activated and played with.

Hi Veronika,

Thank you for following up. I’ll answer each point clearly:

1. Someone from my household / same IP:

To my knowledge, no one from my household has created or used another account at this casino. I only used my own account, registered under my real name.

2. Shared device / public network:

I did not share my device with another player. I also did not intentionally use a shared device to access another person’s casino account.

3. Lending my device:

I have not knowingly lent my device to anyone for the purpose of playing at this casino.

4. Bonus:

No, I did not use or activate any bonus when playing at the casino. The winnings that were confiscated were accumulated entirely through regular gameplay with my own deposited funds. Therefore, there was no bonus or bonus-related wagering involved.

I would also like to clarify that I completed the requested KYC verification using my real identity and, to the best of my knowledge, complied with the casino’s requirements. I did not use a VPN.

Dear Allleeeexx

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Allleeeexx,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Goldbet Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Goldbet Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello everyone,

Dear Allleeeexx,

Unfortunately, Goldbet Casino has not joined this complaint or provided any response regarding your case, despite our additional 7-day period.

As we have not received the casino's cooperation, I have no further information that would allow me to properly assess the reasons for the account closure and confiscation of your winnings. Therefore, I will now close this complaint as Unresolved.

Please note that the unresolved outcome may negatively affect the casino's rating.

As a further option, you can still consider submitting a complaint directly to the Anjouan Gaming licensing authority, as this is the licence under which the casino operates.

You can find more information about the licensing authority and guidance on how to submit a complaint here:

Comoros / Anjouan Gaming Licence – How to submit a complaint

I recommend including all relevant information and evidence, including your account details, the confiscated winnings, correspondence with the casino, and any screenshots or other documentation relevant to your case.

If you receive any response from the licensing authority or the casino, please feel free to contact us again. We can also reopen the complaint if the casino decides to participate and requests that the complaint be reopened.

I’m sorry that we were unable to resolve this matter due to the casino's lack of cooperation, and I hope you will be able to make further progress through the licensing authority.

Best regards,

Samuel

Casino Guru