The player from Portugal has a complaint against Goldbet casino for blocking her account and withholding a balance of €60. The casino claims the account is a 'duplicate' without providing evidence, and despite her requests for clarification and information, the communication has been poor, leading to a decision to keep the account blocked and confiscate her balance.
Goldbet Casino - Player’s account has been closed and winnings confiscated.
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Current status
Waiting for player to reply
4d 4h 19m 49s
Goldbet Casino
Safety Index:LowCase summary
Discussion
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Public
5 days ago
Translation
I'm filing a complaint against Goldbet casino because my account was blocked and a balance of €60 was withheld.
After playing normally and accumulating a balance of €60, my account was suddenly blocked. The casino claims that it is a "duplicate account", but has never provided any concrete evidence to support this accusation.
I have asked several times for clarification, including:
Identification of the alleged duplicate account
Data proving the connection (IP, device, personal data)
The casino refused to provide any evidence and merely repeated general terms and conditions. Subsequently, it made a final decision to keep the account blocked and confiscate the balance.
In addition, communication is very poor and some emails provided do not accept replies.
I consider this situation unfair and I am asking for help to solve the problem and recover my 60€.
I can provide screenshots of all communication as proof.
Automatic translation:
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3 days 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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3 days ago
Dear mgn012,
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 that I can fully understand your situation.
- Is there any chance that someone from your household, or using the same IP address, has also created an account at this casino?
- Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
- Have you filled out your player profile with correct personal information, including your name, date of birth, address, and country of residence?
- Could you please confirm whether you have passed the KYC verification?
- Did you accumulate 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,
Veronika
