Goldbet Casino - Player’s account is blocked for duplicate issue.

I deposited €20 into my Goldbet account and won €400 in real money. To withdraw the money, they asked me to verify my KYC, which I did and it was approved. I went to withdraw the €400, but they blocked my account because they said it was a duplicate, which is false. Everything was in my name and verified with the documents they requested. I've been trying to contact them for a week now and haven't received any kind of coherent response.

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Dear Gc513f,

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 your situation.

• Is there any chance that someone in your household, or someone with whom you share an internet connection, has also created an account at this casino?
• Have you used any shared device or shared internet connection to access your casino account?
• Did you accumulate your winnings with or without an active bonus?
• Which games did you play to accumulate the winnings you are trying to withdraw?

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

Hi, yes, I shared internet and when I created the account I was connected to a wifi network, but I have the casino account all in my name, both the mobile which I had verified and the email which I also have verified and they approved the KYC, I sent my ID and everything was correct.

I was playing roulette and a slot machine from the provider 1spinwin or something like that...

At no point did I have any active bonuses; all profits came from the 20 EQ I deposited.

Hoka, why haven't you returned my money? I had €400 in withdrawals and my account was blocked because they said it was a duplicate, which isn't true. All my documents were verified: my mobile number, email, and KYC were approved.

Thank you for your reply. You mentioned that you were using a shared Wi-Fi connection, but I need to clarify whether the alleged connection to another account could also involve your mobile phone.

Have you ever lent the mobile phone used to access Goldbet Casino to another person who had, or may have created, an account at this casino? If so, please explain your relationship to that person and whether they ever accessed their casino account from your phone.

Do you know of anyone else who accessed Goldbet Casino through the same Wi-Fi network? Please also clarify whether this was a private household network, a workplace network, or public/shared Wi-Fi.

Additionally, please forward me the complete communication with the casino, including the confirmation that your KYC was approved and the message explaining why your account was considered a duplicate. Please send emails in their original .eml or .msg format, or provide the complete chat transcript with full context, to veronika.f@casino.guru and mention complaint ID 230143 in the subject line.

Thank you in advance for your cooperation.

Dear Gc513f,

Unfortunately, I would like to inform you that since this casino has 60+ cases closed under the "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 failed, as the complaints have grown in number. We strictly recommend staying away from Goldbet Casino. I wish I could be of more help. The casino can reopen this complaint at any time.

Best regards

Veronika