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