The player from Spain made a deposit and met the rollover requirements for a bonus, winning €7,000. When attempting to withdraw, his account was blocked due to an alleged duplicate account, which he denies. He seeks resolution and hopes to recover his winnings if the account remains closed.
Goldbet Casino - Player’s account has been closed for alleged duplication.
Opened
Current status
Waiting for player to reply
6d 22h 33m 53s
Goldbet Casino
Safety Index:Very lowCase summary
Discussion
Public
Public
16 hours 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.
Automatic translation:
Public
Public
1 hour 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.
Public
Public
1 hour 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
