Goldbet Casino - Player’s account has been closed and winnings withheld.

I am submitting a complaint regarding Goldbet.io, where my account has been blocked and my withdrawal of 1,700,000 CZK has been withheld based on an allegation of "multiple accounts".

My account is fully verified (KYC completed and approved), and I am the sole owner and user of this account. I have only ever created and used one account under my real identity.

The casino has restricted my account access completely, meaning I am unable to log in or access any account information, and has refused to process my withdrawal.

I have been informed that the reason for this action is alleged duplicate account activity. However, no evidence has been provided to support this claim. I have not been given any specific details such as (account IDs or usernames of the alleged duplicate account(s)), (IP logs or device fingerprint data), or (timestamps or any technical proof of violation).

Instead of addressing the withdrawal request directly, the casino repeatedly refers to bonus eligibility rules and has requested that I make an additional deposit to "confirm my primary account", despite my account already being fully verified and currently inaccessible.

I would like to emphasize that I have been actively playing at this casino for a longer period of time, making regular deposits and gameplay activity. The issue only arose after a significant win, after which my account was restricted.

I also want to clarify that a friend of mine has played at the same casino; however, we are completely separate individuals using our own devices, accounts, and personal details.

I do not accept the allegation of multiple accounts and I confirm again that I have only ever used one account, fully verified under my identity. I am willing to provide any additional documentation required, including proof of identity and proof of address (rental agreement).

At this stage, I am not requesting bonuses or promotions, only the fair processing of my legitimate winnings or clear evidence of any alleged Terms and Conditions breach.

I respectfully request CasinoGuru’s assistance in reviewing this case and asking the casino to either (provide clear and verifiable evidence of the alleged violation) or (restore account access and process my withdrawal in full if no breach can be proven).

Thanks,

Matyas

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Dear Matyascze,

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.

• Could you please advise if you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Tomas,

Thank you for your response.

Yes, I have successfully passed KYC verification and my account was fully verified.

My winnings were accumulated from real money gameplay. I may have used bonuses in the past, but this specific balance was not dependent on any active bonus conditions at the time of withdrawal.

The casino informed me that my account is not eligible for withdrawal due to alleged "multiple accounts". However, they have not provided any specific or verifiable evidence to support this claim.

They did not provide any account identifiers, IP logs, device data, or any technical proof. Instead, they referred to bonus-related conditions and asked me to make an additional deposit to "confirm my account", even though my account is already fully verified and currently blocked.

I would also like to add that I have been playing at this casino regularly for a longer period of time, making consistent deposits. I have also made several withdrawals in the past without any issues. Overall, I have deposited significantly more than I have withdrawn, meaning I have been in a net loss prior to this win.

I will send you all communication with the casino via email, including screenshots and messages.

Please let me know if you need any additional information.

Kind regards,

Matyas

I would also like to clarify one more point regarding the "duplicate account" allegation.

The only possible connection I can think of is a friend of mine who also plays at the same casino. However, we are completely separate individuals, each using our own account, personal details, and devices.

My friend’s account is also fully verified (KYC approved), and we have never shared accounts or used each other’s identities.

I do not have any other account at this casino, and I strongly deny the existence of any duplicate account on my side.

For this reason, the allegation does not make sense to me, and I believe my winnings are being withheld without sufficient justification.

I am also adding additional screenshots of my communication with the casino and my account balance.

I am attaching, for example, one of the screenshots showing my winnings as evidence of the balance and gameplay activity.

My balance before the dispute was approximately 1.7 million CZK, however I only have partial screenshots available of the final balance and communication with the casino.

Unfortunately, I do not have screenshots of all game sessions or earlier account activity, but I am providing everything I currently have available.

The casino continues to claim "multiple accounts", but has not provided any technical evidence to support this allegation.

Dear Casino Guru Team,

I would like to provide an update regarding my case.

I have already contacted the casino multiple times, including a final request where I explicitly asked for specific evidence regarding the alleged "multiple accounts" violation and provided them with a reasonable deadline.

However, the casino has not responded to this request and has failed to provide any case-specific or verifiable evidence to support their claim.

So far, all responses from the casino have been generic references to their Terms and Conditions, without any technical details such as linked accounts, IP data, device information, or timestamps.

I have fully cooperated, provided all available screenshots, and confirmed that I have only ever used one account under my verified identity.

At this point, I kindly ask you to intervene and request the casino to provide concrete evidence for their accusations, or proceed with resolving the case in a fair manner.

Thank you very much for your assistance.

The casino has issued a final decision to keep the ban but still refuses to provide any specific evidence or technical justification for the alleged duplicate account accusation.

Dear Player,

Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy", we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of Goldbet Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Goldbet Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.