Goldbet Casino - Player’s account has been closed.

I have been playing for a while, I deposited and won until yesterday, I withdrew modest amounts but yesterday when I won first 1000 then another 1300 at the time of withdrawal, I was first refused saying that I could withdraw only 1000 per day when I asked for an explanation via chat after 10 minutes my account was banned saying that I had multiple accounts

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Dear diococco1

, Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Was your account previously verified? If there’s any relevant communication, please forward it to karla.m@casino.guru. 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, Karla M.

My account had been verified, I had already withdrawn and it was successful, but my home network is also shared with my brothers, it is likely that they played but used their credentials.

Dear diococco1,

Thank you very much for your reply and clarification.

I would like to clarify two additional points:

• Could you please confirm whether your brothers have accounts specifically with Goldbet Casino and whether they have accessed their accounts using the same home network or device as you?
• To the best of your knowledge, have you ever created or used any other account at Goldbet Casino besides the account involved in this complaint?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

They used the devices that are here at home but never with my email no I don't have other accounts

But as I said before my account was verified and I deposited a lot before withdrawing without problems until the moment of winning everything was fine and now that I won I ask for the withdrawal they tell me that there are multiple accounts???

Dear diococco1,

Thank you for your clarification.

I would like to clarify two additional points:

• When you say that your brothers used the devices at your home, could you please confirm whether you and your brothers have accessed your respective Goldbet Casino accounts from the same device, or whether each of you normally used a separate device?
• To the best of your knowledge, did your brothers claim or use any bonuses or promotions on their Goldbet Casino accounts?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

As far as I know, no, also because he didn't play much and, moreover, as I have already highlighted, I don't think this is the problem because my account was in order, I deposited a lot, I played a lot and therefore if there had been problems they would have said so before, not when I request the withdrawal of my winnings which I won regularly.

In addition I kindly ask you to have some quicker response kindly wait 6 days for a response and distressing

I need to figure out whether to have my lawyer intervene against the casino because, as I repeat, I won regularly.

And anyway, I used to log in with my account every now and then with my phone and every now and then with my iPad so I don't know if they consider two accounts, but it's always the same or I played with my iPad or I played with my iPhone

Dear diococco1,

Thank you for your clarification.

I would like to clarify one final point. Could you please confirm whether either of your brothers has ever logged into their own Goldbet Casino account using the same iPhone, iPad, or any other device that you personally used to access your Goldbet Casino account?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

I had already answered that as far as I know, no, because I can give you mathematical certainty, because maybe they used the computer and entered, but usually Lino always uses his own devices

As I was saying the other time, they don't gamble often and I don't use my devices. Use theirs if they've entered and if they have proof that proves it to me because I'm sure they're fine. If they had had problems, I could have said it before when I deposited not when I withdrew. My account, as I told you, was regular because I've already deposited a lot and had withdrawn something. Everything is always fine. Small amounts now convinced of something more important. They tell me there's a duplicate account problem. Let me know if you can do something because otherwise I'll already contact my lawyer because I intended to lose this money. I screw them regularly.

Dear diococco1,

In practice, one device should mean one user. Logins are remembered, sessions are stored, and devices create persistent digital identifiers. Once two accounts are accessed from the same device, the casino cannot distinguish whether the second person simply logged in independently or was granted access by the original account holder.

And this is exactly the issue: it becomes technically impossible for a player to prove that access was not granted to a third party once the same device is used.

Casinos do not need to prove collaboration beyond that technical link. The shared device itself creates a justified compliance concern under their anti-abuse and risk management rules.

I fully understand that from your personal perspective you see two separate individuals. However, from a regulatory and fraud-prevention standpoint, the casino’s position is considered justified once that device link exists.

For this reason, and after reviewing everything carefully, we are not in a position to challenge the casino’s decision further.

Thank you for understanding,

Karla M.