Goldbet Casino - Player's account has been closed after withdrawal.

I am filing this complaint against Goldbet because my account was closed/banned after a withdrawal attempt, keeping my actual balance of €260.91.

I initially played with bonuses and met the rollover/wagering requirements. After that, the balance started appearing on the platform as real money, with bonuses at €0.00. I have screenshots showing a real available balance of €260.91, user player-592234 / ID 592234, and access to the withdrawal area.

Before making the minimum deposit required to withdraw, I contacted Goldbet support to confirm if the balance was withdrawable, if there were any pending rollover, if there were any bonus restrictions and if SEPA withdrawal would be available. I received no prior warning of a breach of the Terms.

I then made a real deposit of €5.00 via MBWay. The system accepted the payment and allowed me to start the withdrawal process. Only then was the account blocked/banned, with a generic reference to a "duplicate account".

I challenged this decision several times and asked Goldbet for specific information:

what the alleged duplicate account was;

what specific data was in conflict;

whether the decision was automatic or manual;

what technical evidence would justify withholding the balance.

Goldbet responded only with generic excerpts from the Terms and Conditions about duplicate accounts, without providing concrete proof, without identifying any related account, without indicating the conflicting data and without requesting KYC. I remained available at all times for identity verification.

The account was accepted, the game was allowed, the rollover was fulfilled, the balance was converted into real money, the deposit was accepted and the withdrawal was initiated before the restriction. Furthermore, Goldbet continued to send communications to my registered e-mail address.

I request Casino Guru's intervention in order for Goldbet to provide objective proof of the alleged duplicity or, in the absence of such proof, to release/pay my real balance of €260.91.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Goldbet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

Thank you very much in advance for your reply.

Best regards,

Tomas