The player from Slovakia had been an active casino player for nearly a year, had completed KYC, and had previously withdrawn funds without issue. After winning €1,000, his account was terminated, and his funds were confiscated due to alleged duplicate accounts, which he denied. He requested evidence of this violation and a review of his case, noting that he used his own credentials and sometimes shared a mobile hotspot for connection. The complaint was closed due to the player's lack of response to inquiries from the Complaints Team, which prevented further investigation or resolution at that time.
Goldbet Casino - Player's account has been closed and funds confiscated.
Closed
Our verdict
Player stopped responding
Amount: €1,000
Goldbet Casino
Safety Index 4.2 LowCase summary
Discussion
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4 months ago
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.
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4 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
Does your friend have an account at Goldbet Casino as well?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Attila
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4 months ago
Dear fwdgdd,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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4 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Attila
Casino.Guru
