Goldbet Casino - Player’s account has been closed unfairly.

I am submitting this complaint against Goldbet Casino due to unfair account closure and withholding of funds following explicit instructions from their support team.

Summary of events:

On August 14, Anna (Head of Support) sent me an email stating that my primary account should be confirmed by making a deposit, after which the duplicate account would be removed and my primary account (email address hidden by Casino Guru) would remain active.

Following their explicit written instructions, I made a successful deposit to my primary account (email address hidden by Casino Guru) with Transaction ID: [hidden by Casino Guru].

Immediately after I requested a withdrawal from my primary account, Goldbet completely blocked my account and ceased all communication.

I have fully complied with the instructions provided by the Head of Support and deposited my own funds. Blocking my account right after accepting my deposit and requesting a withdrawal is unacceptable.

Requested resolution:

Unblock my primary account (email address hidden by Casino Guru) and process my withdrawal/refund.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did you create each of these two accounts, and when was the last time you accessed each of them?
• I noticed that, in the email screenshot you attached to your complaint, you mentioned a different email address as your primary account (zudo*****@g****.com). Could you please clarify why you refer to another account (laces******@g****.com) as your primary account in the text of your complaint?
• Which account did you use to make the verification deposit into the casino shortly before your accounts were blocked?
• Did you accumulate the winnings you were trying to withdraw with or without an active bonus?
• Did you complete the full KYC verification process on either of these accounts?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika