Goldbet Casino - Player’s account is closed after winnings.

Account blocked after winning €1322.60 from real balance – Unfair "Duplicate Account" claim and deposit request.

Opis (Description / Message):

I am filing this complaint against [Nazwa strony, np. Goldlivo / Goldbetio] regarding the unfair blocking of my account and the confiscation of my funds.

Details of the situation:

• Balance: I won €1322.60 playing with my real cash balance. I did not use any bonus funds for these winnings.

• Previous History: I have been an active user, making multiple deposits and even one successful withdrawal of €30 previously. This proves my payment method and identity were already accepted by the operator.

• The Issue: Immediately after I hit a larger win, my account was blocked. When I contacted support, I was told I violated Rule 3.3 (Duplicate Account).

• The Extortion Attempt: The "Head of Support" (Anna) sent me an email stating that to "confirm my primary account" and unblock my funds, I must make another deposit.

My arguments:

1. I do not have any other accounts. This is a false accusation used only when I attempted to withdraw a larger sum.

2. Requesting a deposit to "verify" or "unblock" an account that has already been used for deposits and withdrawals is a highly suspicious practice and a violation of fair gaming standards.

3. The casino is trying to use a "bonus eligibility" rule as a pretext to withhold real cash winnings.

Desired Outcome:

I want my account to be unblocked and my full balance of €1322.60 to be made available for withdrawal without any further deposit requirements.

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 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 someone from your household or using the same IP address has also created an account at this casino?

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

Hi Attyla,

Thank you for taking my case. Here are the answers to your questions:

1. Other accounts / Household: No, there is no one else in my household who uses this casino. I am the only person using my internet connection and my devices to access the site. I have only one email address and one account registered with them.

2. KYC Verification: I have not been asked to complete a full formal KYC (sending ID documents) yet, but I have already successfully made multiple deposits and one successful withdrawal of €30. This means the casino previously accepted my payment method and allowed me to withdraw funds without any "duplicate account" issues.

3. VPN / IP-masking: I have never used a VPN, proxy, or any IP-masking software to access the casino. I always use my regular home/mobile connection.

Additional important information:

The casino blocked me immediately after I won €1322.60. Crucially, these winnings were made using my REAL CASH balance from my own deposits, not from bonus funds.

Despite my history of deposits and a successful withdrawal, the "Head of Support" told me via email that I must make another deposit to "confirm my primary account" and unblock my funds. This feels like an unfair attempt to withhold my winnings and extort more money from me.

Thank you for your help in resolving this matter.

Best regards,

[Redacted]

I want to provide additional evidence of the casino's inconsistent behavior. Even though my account is officially blocked for "duplicate accounts" and I am allegedly banned from their bonus system, they are still sending me personalized marketing emails (attached) addressed to my name, offering me new bonuses and "free spins".

This proves that their system still treats me as a valid customer when it comes to marketing, but they only bring up the "duplicate account" excuse to avoid paying out my winnings of €1322.60. This is clearly a bad-faith tactic to withhold my funds.

Best regards,

[Redacted]

Dear jamilss,

Unfortunately, I would like to inform you that since this casino has 15+ 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.