The player from Mexico has a blocked account and $54 USD in winnings withheld due to an alleged duplicate account. He clarifies that he and his mother share a Wi-Fi network and use the same cryptocurrency wallet, but they are separate individuals. The casino has not allowed him to complete the KYC process, despite his willingness to provide identification to prove his identity.
Goldbet Casino - Player's account is blocked over duplicate account claim.
Opened
Current status
Waiting for player to reply
5d 19h 44m 4s
Goldbet Casino
Safety Index:Very lowCase summary
Discussion
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Public
2 days ago
Translation
Account blocked and $54 USD in earnings withheld due to alleged duplicate account
Hello, I am filing this complaint against Goldbet casino. I am from Puebla, Mexico. I made a deposit of $5 USD and activated a bonus. I legally complied with the 10x rollover requirement stipulated in the terms and conditions.
After unlocking the bonus, I played the game 'Pingo' and won a 420x multiplier, earning a total of $54 USD. When I tried to withdraw my winnings, the casino blocked my account, claiming I had a 'duplicate account'.
Important clarification: My mother also has a casino account because we both live in the same house and share the same Wi-Fi network. Due to a user error and for family convenience, we use the same cryptocurrency wallet to deposit, but we are two different people with real identities.
The casino has not allowed me to complete the Know Your Customer (KYC) process to prove that I am not a duplicate account, but rather two separate players. I have both of our official IDs (INEs) and we are willing to send selfies or have a video call to prove our identities.
I request that the casino review my case, accept my documents, and allow me to withdraw the $54 USD I fairly won.
Automatic translation:
Public
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yesterday
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.
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yesterday
Hello,
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 I can understand the whole situation completely.
Is there any chance that you have both accessed the casino from the same device?
Have you contacted the casino's customer support prior to creating two accounts from the same household?
Could you please advise if you have passed the KYC verification?
Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Attila
