Goldbet Casino - Player’s account has been closed due to a technical error.

Complaint Title: False "Duplicate Account" flag, technical system glitch (Gold Lion), and wrongful closure of account with €720.00 balance.

Detailed Description:

Dear Casino.Guru team,

I am filing an urgent complaint against Goldbet.io (operated by Goldkey Technologies Limitada, registration number 3-102-892568) regarding the wrongful closure of my gaming account and the withholding of my legitimate winnings totaling €720.00.

I state under full legal and personal responsibility that I own and operate only ONE single account on this platform. I have never created any alternative or duplicate accounts. This is a severe false-positive system error, and I have clear evidence proving that the casino's automated security platform is experiencing a technical glitch.

Chronology of Events:

July 31st (17:40): I requested a SEPA withdrawal for my winnings. Earlier on the very same day, the casino successfully processed a smaller withdrawal of €30.00 to my personal Revolut account without any issues, meaning my payment method was already verified and accepted by their system.

August 3rd (Monday): My withdrawal remained "In processing". When I contacted customer support, agent Sophia assured me that everything was fine from their end and the matter was forwarded to the technical department for review.

August 4th (Today, Morning): Instead of resolving the delay, the casino completely deleted/closed my account, blocking my access to the platform.

The Technical Glitch (Crucial Evidence): Today, I received automated emails stating that my withdrawal was rejected under Rule 3.3 (Duplicate Account). However, these rejection emails, as well as the initial review notification from August 1st, came from a completely different brand called "Gold Lion" casino, even though I was playing strictly on Goldbet.io.

Both Goldbet.io and Gold Lion operate under the same Costa Rican parent company network and share the same Zendesk support architecture (://zendesk.com). It is mathematically obvious that their automated bot mixed up different customer databases or flagged a shared/dynamic IP address from my mobile network/Revolut, causing a false-positive block across their entire network.

I have already sent my official identity documents (ID card) and official Revolut bank statements directly to the management at hello@goldbet.io and via their Zendesk ticket to prove my sole ownership of the funds and the account.

Since the operator has completely locked me out and is withholding my €720.00 balance, I request Casino.Guru to step in, audit this technical error, and compel Goldbet.io to release my funds.

Thank you for your assistance.

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Hello,

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 understand the whole situation completely.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise if you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

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,

Attila

Thank you for your response. Is there a possibility that both of you have accessed the casino from the same device? Additionally, have you utilized the same payment method?

Furthermore, could you please provide some clarification regarding the fraud investigation you have initiated with your payment provider? Have you begun a chargeback process for your deposits?

If possible, please attach the communication between you and your payment provider. You can send it to my email at attila.g@casino.guru, or you can attach screenshots here.

Thank you for your cooperation.

There is no comunication. They deleted my account, no response to latest e-mails, I gave up. We didn't use the same device, but did use the same wifi that day

There is no comunication, they deleted my account and there are no responses to my e-mails. I gave up.

Es have never used the same device, but this day we both had wi-fi on. Another weird thing, we wrote them from his account about my profile and rejected withdrawal, his account is still usable and he Can make deposits and withdrawals.

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,

Attila