The player from Portugal had a complaint against Goldbet casino for blocking her account and withholding a balance of €60. The casino claimed the account was a 'duplicate' without providing evidence, and despite her requests for clarification and information, the communication was poor, leading to a decision to keep the account blocked and confiscate her balance. The player failed to respond to the Complaints Team's inquiries and reminders, resulting in the complaint being closed due to lack of cooperation. The resolution was finalized with the account remaining blocked and the funds confiscated.
Goldbet Casino - Player’s account has been closed and winnings confiscated.
Closed
Our verdict
Player stopped responding
Amount: €60
Goldbet Casino
Safety Index 4.3 LowCase summary
Discussion
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1 month 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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1 month 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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1 month 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
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3 weeks ago
Dear mgn012,
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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2 weeks 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,
Veronika
Casino.Guru
