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,

Sarah Livsey

Canada

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Dear Starrr77,

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