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 (laces******@g****.com) would remain active.

Following their explicit written instructions, I made a successful deposit to my primary account (laces******@g****.com) 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 (laces******@g****.com) 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

Esetlegesen kaphatnék valamilyen biztató információt arról, hogy mi ként halad az ügyem ??!

Dear Lacessz

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Lacessz,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Goldbet Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Goldbet Casino representative to join this conversation and participate in resolving this complaint.

Dear Goldbet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear Igor,

Thank you for taking on my complaint. However, I would like to emphasize that I need tangible progress on this matter, rather than standard text messages and written exchanges.

Could you please explain why the timer/deadline was extended when there has been no meaningful development in the case so far?

Additionally, I kindly request that you provide concrete proof (such as an email confirmation or a screenshot from your internal communications) demonstrating that you have actually contacted the Goldbet Casino team.

I look forward to your prompt and substantive update.

Best regards,

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Are you seriously messing with me too? On what grounds has my case been extended again? Where is the proof that you actually contacted them? I want evidence showing that you made contact with them!! If you don't approve this entry or fail to respond, I will take the matter further involving you as well—and then you’ll be implicated in this too!!!!

Dear Lacessz,

After carefully reviewing the communication in this complaint thread, I have decided to reject your complaint due to your conduct during the resolution process.

As stated in our Terms and Conditions, all parties are expected to communicate respectfully and cooperate in good faith. Unfortunately, your behaviour in the thread did not meet these requirements and prevented the complaint from being handled appropriately.

4.4. We retain the right to refuse or cease to manage a complaint at any time if the complaint is frivolous in nature or vexatious, the User does not cooperate in the complaint management and mediation process or does not provide sufficient evidence validating the User’s complaint, the User has apparently breached the applicable rules of the affected online gambling operator, the User has provided false or forged documents, or where the User is abusive, disparaging, disrespectful, or threatening in communication with the Website’s team. In cases where the provision of fake or falsified documents or the use of abusive, threatening, or grossly disrespectful language is proven, we reserve the right to refuse further service and permanently ban the User from using our complaint services.

For this reason, we are unable to continue resolving your complaint.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Igor