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:

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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.

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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