Goldbet Casino - Player's account is blocked, claiming legitimate winnings.

Dear CasinoGuru Team,

I need your help with Goldbet.io. I registered on their website, deposited 250 CZK of my own money, and played my balance. I did not abuse any bonuses and I even played my remaining balance down to zero. I won 4,000 CZK.

When I requested a withdrawal of my 4,000 CZK, my account was suddenly blocked. I contacted their support (Ticket #MX9RMZ-495KK). After several days of waiting and my follow-up emails, I received an automated response accusing me of breaching terms 3.3 and 3.4 (having a duplicate account). 

I strongly replied that I do NOT have any other account and no one else in my household uses this casino. I offered to provide full KYC verification (ID, address, etc.) to prove my identity, and I asked them to provide proof of when this alleged second account was created. 

Since I sent that email, the casino is completely ignoring me. I am a fair, recreational player and I just want my legitimate winnings of 4,000 CZK. 

I have screenshots of my deposit, the withdrawal request, and the communication with their support to prove my case. 

Thank you for your assistance.

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.

Dear Pavkere,

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 that I can fully understand the situation.

• Is there any chance that someone using the same IP address or device 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?
• What types of games did you play?

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

Best regards,

Veronika

Dear Veronika,

Thank you for your patience. I would like to clarify the situation regarding the bonus and my gameplay:

1. No, there is no chance that anyone else used my IP address or device.

2. The casino did not ask for documents during deposit or play. They only blocked me after I requested a withdrawal. I am ready to provide my ID, and my credit card details already match my registration info.

3. Regarding the bonus: I received a no-deposit bonus via email with a low wagering requirement. I successfully completed the wagering. After the bonus was converted into real money, I deposited 250 CZK of my own funds to verify my payment method (as is standard practice). My total balance was approximately 5,200 CZK. I requested a withdrawal of 4,000 CZK and continued playing with the remaining 1,200 CZK.

4. I never use VPN or any IP masking software.

5. I was playing Slots

I followed all the rules, met the wagering requirements, and even made a real money deposit. I am a regular player and I just want my legitimate winnings. Thank you.

Hello Pavkere,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Pavkere,

Unfortunately, I would like to inform you that since this casino has 10+ 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.