Goldbet Casino - Player's account has been closed due to an alleged duplicate account.

Dear Casino Guru Complaints Team,

I am requesting your assistance regarding a dispute with Goldbet.io concerning the closure of my account and the withholding of approximately $20,000 CAD in winnings.

I am located in Canada and created a single Goldbet.io account using my own legal name. I have never created or operated a duplicate account, nor have I ever used another person’s identity or account.

In approximately May 2026, I deposited approximately $400 CAD and played on the site over a period of time. Through legitimate play, I accumulated winnings of approximately $20,000 CAD.

When I attempted to withdraw a portion of my winnings (approximately $750–$1,000), my withdrawal requests were not processed. When I later logged in to check the status of my withdrawal, I discovered that my account had been blocked. The only explanation provided was that my account had been closed due to an alleged duplicate account.

I immediately contacted Goldbet to dispute this decision. Rather than investigating my concerns or providing any explanation, they repeatedly responded by copying and pasting the section of their Terms and Conditions relating to duplicate accounts.

I specifically requested that they:

identify the alleged duplicate account;

explain what evidence they relied upon;

explain how they concluded I had breached their Terms and Conditions; and

provide any information that would allow me to understand or challenge their decision.

None of these questions were answered.

Instead, Goldbet advised that my case had been reviewed and that the decision was final. They did not identify any evidence supporting their allegation or explain the basis for permanently closing my account and withholding my winnings.

One detail that further concerns me is that their final response addressed me as "Hi Web," even though "Web" is not my username or my name. While this alone does not prove anything, it contributes to my concern that my complaint may not have received an individualized review.

At the time my account was closed, I believed there was little else I could do and unfortunately did not retain screenshots of my account balance or betting history. However, Goldbet should still possess all relevant records, including:

my account registration details;

identity verification information (if applicable);

deposit history;

betting history;

withdrawal requests;

account balance at the time of closure;

login history and IP records; and

the evidence they relied upon when concluding that I had operated a duplicate account.

I can provide screenshots showing that my account remains blocked, together with my correspondence with Goldbet, including their repeated responses and their final decision refusing to reconsider my case.

After researching Goldbet, I found numerous publicly available player complaints describing similar experiences involving blocked accounts or withheld withdrawals following allegations of duplicate accounts. While I cannot verify the accuracy of those individual complaints, reading those reports encouraged me to pursue this matter further because my own experience appeared similar.

I am not asking Casino Guru to simply accept my version of events. Rather, I respectfully request that Goldbet be required to produce the evidence supporting its allegation that I operated a duplicate account. If such evidence exists, I am prepared to have it reviewed. If no such evidence exists, I respectfully request that Goldbet honour my legitimate winnings.

I believe I have made every reasonable effort to resolve this matter directly with Goldbet. After multiple attempts, I have exhausted their internal complaint process without receiving any meaningful explanation or evidence.

Thank you for taking the time to review my complaint. I sincerely appreciate any assistance you can provide.

Kind regards,

[redacted]

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Dear player,

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 fully understand the situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Did you pass the verification before you lost access to the account?
• Have you accumulated your winnings with or without an active bonus?
• Could you please let me know when exactly your account was blocked?

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Hi Jean,

Thank you for your response.

Please see my answers below:

Is there anyone else in your household

who may have had a Goldbet account?

Not to the best of my knowledge. I am not aware of anyone in my household having a Goldbet account or using the same internet connection to access the site.

Were you playing with an active bonus when your account was blocked?

No. I was not playing with any active bonus, and my winnings were not associated with a bonus promotion.

Had your account been verified?

Yes. My account had previously passed the verification process.

When was your account blocked?

I do not recall the exact date, but I believe it was sometime in May 2026. At the time, after repeatedly contacting Goldbet and receiving only generic responses quoting their Terms and Conditions, I believed there was little else I could do and unfortunately did not keep detailed records of the exact dates.

My primary concern remains the same. Goldbet has repeatedly alleged that I operated a duplicate account, but despite my requests, they have never identified the alleged duplicate account or provided any evidence supporting that allegation.

Thanks,

[redacted]

Dear player,

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 50+ 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.

Best regards,

Jean