The player from Spain had made a deposit and met the rollover requirements for a bonus, winning €7,000. When he attempted to withdraw, his account was blocked due to an alleged duplicate account, which he denied. He was unable to pass the KYC verification despite multiple attempts and received no clear explanation from the casino. The complaint was closed as unresolved by the Complaints Team due to the casino's lack of response and repeated failure to engage in mediation. The casino's poor communication and refusal to address the issue were noted, and the player was advised accordingly.
Goldbet Casino - Player’s account has been closed for alleged duplication.
Unresolved
Our verdict
No reaction policy
Black points: 563
Amount: €3,800
Goldbet Casino
Safety Index 4.3 LowCase summary
Discussion
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2 months ago
Translation
Hello. I made a deposit at this casino and received a bonus, which I completed the rollover requirements for without any problems, unlocking my winnings. I continued playing ice fishing and won €7,000. I kept playing until I was down to €3,800. I tried to make a withdrawal, and they asked me to send documentation for KYC verification. Suddenly, they blocked my account, saying I had a duplicate account. I've tried to resolve the issue because I don't have a duplicate account, nor am I logged in from another device or anything like that, but there's no way to fix it. The customer support team says they see no reason to lift the account restriction. If they won't unblock my account, they should at least give me back the money I won fairly. Please help me. Thank you.
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2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Hello,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better 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?
- Could you please clarify if you received any confirmation regarding successful verification?
- When exactly did you create your casino account, and when was it closed?
Thank you in advance for your reply.
Best regards,
Kristina
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2 months ago
TranslationHello. Answering your questions
-Absolutely no one has created an account with the same IP address since I live alone. And I haven't created two accounts either.
- Regarding the KYC verification... I received a verification unsuccessful message, which I don't know why the verification failed since I have always passed it without any problem on other sites in the same way.
- I created my account around February 21st and on February 25th, when I tried to withdraw money and pass the KYC verification, it was blocked.
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2 months ago
TranslationI'm in contact with the support team. I hope this can be resolved. I'll let you know immediately if there are any changes.
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2 months ago
Thank you for your response, Rabalin. I appreciate the update. Please keep me informed of any further developments.
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2 months ago
De momento no hay novedades. El equipo de atención al cliente sigue diciendome esto :3.3 Your account with the Website must be registered in your own and correct name. Only one account per person, per household / address, per phone number / email, and per IP address is allowed. Any other accounts that are opened on the Website will be considered as 'Duplicate Accounts.' You must not attempt to open a Duplicate Account, including by providing false or alternative credentials. 3.4 We reserve the right to cancel bets, reject bonuses of any kind, cancel participation in any promotion, as well as permanently ban any customer from the bonus / promotion program of the Website at our sole and absolute discretion in case you opened Duplicate Account. The Company reserves the right to apply some or all above measures or not apply some of measures against Duplicate Accounts in particular cases at its sole and absolute discretion...
Y no entiendo el porqué ya que solo tengo una cuenta . El proceso de KYC NO LO PASE Y TAMPOCO ENTIENDO EL PORQUE PERO SOLO ME DICEN ESO .Estoy intentando que me lo vuelvan ha dejar pasar el proceso kyc pero me es imposible . Y sobre el saldo tampoco me dicen nada .
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1 month ago
Dear Rabalin,
Unfortunately, I would like to inform you that since this casino has 15+ cases closed as "No Reaction Policy", we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino.
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, it seems to be a common practice of Goldbet Casino to ignore us completely in our attempts to mediate any kind of issue.
Please check all our previous 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 to resolve 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.
