Goldbet Casino - Player's account has been closed and winnings confiscated.

Goldbet.io closed my account (rezkii) and confiscated 200 EUR after 3 days of pending KYC

Dear Casino Guru Team,

I am submitting a complaint against Goldbet.io regarding an unjustified account closure and the withholding of my legitimately won funds totaling 200 EUR.

Here is the precise timeline of events:

1. I registered an account on Goldbet.io (Username: rezkii, Email: derrezkii@gmail.com) and deposited funds.

2. After playing, I accumulated total winnings of 200 EUR and requested a withdrawal.

3. The casino requested KYC verification. I fully complied and submitted my official personal identification documents.

4. My KYC verification remained in "pending" status for 3 days. 

5. Right after these 3 days of pending verification, my account was permanently suspended and blocked, and my 200 EUR payout was withheld.

6. When I asked for an explanation, the support team provided no specific reason, evidence, or contractual breach justification stating only via live chat that "the final decision is to keep the ban in place" and then stopped responding.

I can confirm that:

- I only own this single account on Goldbet.io.

- The account was created under my real name and verified with my official documents.

- I played fairly and did not violate any terms and conditions.

I have already reported this matter to their licensing authority (Anjouan Gaming).

I kindly request Casino Guru's intervention to investigate why my account was banned after 3 days of pending KYC and to help enforce the payout of my 200 EUR.

Thank you for your assistance.

Best regards,

Max

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Dear rezkii,

Thank you very much for submitting your complaint. I’m sorry to hear about the closure of your account and the confiscation of your €200 balance.

Unfortunately, Goldbet.io has adopted a No Reaction Policy regarding complaints submitted through Casino Guru. Despite our repeated attempts to contact the casino and assist players with their complaints, the casino generally does not respond or cooperate with us. Therefore, please be aware that our possibilities to assist may be limited.

To better understand the circumstances of your case, could you please clarify the following:

• Did the casino indicate whether your KYC verification was successfully completed or rejected before your account was blocked?

You can attach the relevant evidence directly to the complaint thread.

Thank you very much for your cooperation. I look forward to your reply.

Karla M.

Dear Karla,

Thank you for your reply and for looking into my case.

To clarify your question regarding the KYC status:

The casino rejected my KYC verification after 3 days of pending review, citing Terms & Conditions clauses 3.3 and 3.4 regarding "Duplicate Accounts".

However, I can strictly and emphatically confirm that:

1. I do NOT have any secondary, duplicate, or previously created accounts on Goldbet.io.

2. I registered using my real, legal name and submitted my authentic personal identification documents.

3. Nobody else in my household or on my IP address/network has ever registered or played on Goldbet.io.

The casino provided zero evidence or proof (such as a conflicting email, IP log, or account ID) to back up their claim of a duplicate account. They simply applied clause 3.3/3.4 as a blanket pretext to forfeit my 200 EUR winnings and avoid paying out.

Since the support team refuses to provide any proof of a terms violation, I believe this is an unjustified account closure and funds confiscation.

Thank you again for your assistance.

Best regards,

Max (Username: rezkii)

Dear rezkii,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved." This will affect the casino's overall rating. 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, we have no other choice since it seems to be a common practice for Goldbet Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our 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 resolving 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.