Goldbet Casino - Player’s account has been closed due to duplicate account suspicion.

I received a personal letter in the mail, supposedly from a VIP manager from GoldBet, offering free spins and promising a fair casino that pays out very quickly. This itself was strange (or rather atypical), because I have never received a letter from any casino by "traditional mail" (while I receive messages from casinos by email almost daily). I used the bonus code from the letter, registered and received the free spins. This was about two weeks ago.

Then I made a few deposits (via crypto) and everything went fine. I also received one successful withdrawal (via crypto). The account worked like this for about 2 weeks. Then I made a deposit of 750 EUR via Skrill. I won and my casino balance was about 2900 EUR (I don't remember the exact amount). I made a withdrawal of 2000 or 2500 EUR (I don't remember exactly), which I wanted to withdraw to my debit card (Mastercard) of my bank account. Before this withdrawal (in real money, not crypto), the casino required verification, which was done quickly and successfully. My first withdrawal by card was canceled, stating that the maximum withdrawal per card is 1000 EUR. So I requested a withdrawal of 1000 EUR.

Shortly after, my account was blocked with the reason "suspected duplicate account". This surprised me because I have never created more than one account, I have not shared devices or payment methods with anyone else, and the only members of my household (parents) do not play at all. The account was fully verified, I did not knowingly break any rules.

The account was verified via Sumsub video verification where I submitted my ID and my face was photographed from all sides and in my opinion this would likely catch any attempts at a duplicate account. If there had already been another account in my name at the time, I would expect the verification to have failed at all.

I asked GoldBet for an explanation, but they refused to provide any specific information and only referred to their terms and conditions, which allow them to close the account if they suspect something. The balance on the account was almost 2900 EUR, obtained through fair play.

I would like to ask the Casino Guru team to review this case and for GoldBet to either clarify the reasons for the suspicion of a duplicate account or reconsider its decision. If necessary, I will be happy to re-provide identification documents and any other documents that prove that I, nor anyone from my household, IP address, computer and all items mentioned in the rules sent to me, have not opened any other accounts with GoldBet.

To be sure, I asked my parents if they had ever played at GoldBet casino and they replied with a smile that they had never played at any casino, online or in real life. When looking for reasons why the casino might think I had opened a second account, I found 2 possibilities that could theoretically, but very unlikely, happen. GoldBet could have been called something else before and it could have been a casino I had played at in the past (I have played at 10, maybe 15 different casinos in my life). The second possibility is that someone else could have played at GoldBet in the past from the same IP address that was assigned to me via my data connection (I use 2 connections, a classic broadband and a mobile 4G connection on my phone, where IP addresses supposedly change frequently). I don't know if this is possible, but I want to mention this option too, in case it might be related. And even if one of these unlikely scenarios were true, the casino should have fairly stated it and given me the opportunity to defend that I had no second account.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the problems you’ve encountered with your account and the complications regarding your withdrawals.

To better understand your situation and assist you more effectively, could you please provide the following details:

• Can you confirm the exact date when your account was blocked?
• Have you used any VPN or IP-masking software to hide or change your real location while accessing the casino website?
• Could you please send me a screenshot of the letter you received from the casino? Please note: Goldbet Casino used to operate under the domain goldbet.gg and now uses goldbet3.com.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Veronica,

Thank you for your message and I am sending answers to your questions:

The account was probably blocked on June 26th, shortly after I requested a withdrawal of 1000 EUR to a credit card. I am attaching a screenshot of the email I received from GoldBet as proof. After receiving this email, it was no longer possible to log in.

I have never used a VPN or other IP address masking. I connect to the internet either through my home Wi-Fi (broadband router) or via mobile data from my phone (4G).

I am posting a screenshot of the email from Goldbet here:

(If you meant the letter I received in the mail from the "VIP manager", then unfortunately I no longer have that letter.)

Thank you very much for your help in solving this problem.

Best regards,

Mirek

Thank you very much, mprovod, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello mprovod,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear mprovod,

we are extending the timer again, as we want to explore some other ways to establish contact with the casino. If there are any new developments on the matter, please keep us updated.

Hello, Martin,

Thank you very much for your efforts to contact the casino. If the casino contacts me or there is any new information, I will let you know immediately.

Best regards,

Miroslav

Dear mprovod,

I have tried to contact the casino multiple times but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will now mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I believe the best bet is to reach out to the Anjouan Gaming Licensing Authority and submit a complaint through their website at https://anjouangaming.com/submit-dispute/. Usually, the best way to submit a complaint is through the validator on the casino's website, however, this particular one does not work as intended.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at martin.l@casino.guru. I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards, Martin