Goldbet Casino - Player's account is closed and funds are confiscated.

After winning, my account was permanently blocked and funds withheld.

Deposit: 50 PLN, winnings: 1703.62 PLN.

No KYC verification requested, no evidence provided — only a generic "duplicate account" explanation.

Very disappointing experience. Be careful.

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Dear Ksawery,

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 fully understand the situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• When did you attempt to withdraw your winnings?
• Have you ever made a withdrawal at this casino?

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

Petra

I use mobile internet. I live alone. There is no possibility that someone else from my household could also have created an account.

I created the account the day before, encouraged by the bonuses. I was lucky and managed to win an amount that is significant to me, so I decided to submit a withdrawal request. It was at 5:00 a.m.

At around 7:30 a.m., my account was blocked during the withdrawal verification process.

I have never made a withdrawal before.

In the attachment, I am sharing my response to the support team. They do not provide any arguments and only refer to the terms and conditions

Dear Ksawery,

Thank you for your reply and for providing the previous details.

Could you please clarify the following:

• Has the casino provided any evidence of a duplicate account or any account upgrade (e.g., same games played, similar betting amounts, or strategies with another account, etc.)?
• Did you receive any specific reason for the account block apart from the "duplicate account" explanation?
• Have you accumulated your winnings with or without an active bonus?

Additionally, could you provide any other communication you had with the casino? This can include screenshots, emails, or chat records. You can send all documents to petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

The casino did not provide any evidence of a duplicate account or any account upgrade (e.g., same games played, similar betting amounts, or strategies with another account, etc.)

I didn't receive any specyfic reason for the account block apart from the "duplicate account" explanation.

I had active bonus. what does it change?

Only this answers I got:

Someone could help me?

It's a lot of money for me. . .

Dear Ksawery,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Jana (jana.k@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Petra

Dear Ksawery,

I am sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible. Now I would like to invite a Goldbet Casino representative to join this conversation and participate in resolving this complaint.

Dear Goldbet Casino,

could you please state why the player's account got blocked? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address jana.k@casino.guru. Thank you in advance for providing the information. Kind regards, Jana

Please help me.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have made multiple attempts to reach out to the casino, but unfortunately, my efforts have not yielded any success. Regrettably, without their cooperation, it is challenging to achieve a resolution. As the casino is operating without a valid license and does not provide a reference to any Alternative Dispute Resolution (ADR) service, there is currently no gaming authority to whom we can appeal.

Consequently, I will mark your complaint as "unresolved" in our system. I understand that this may not be the resolution you were hoping for. However, the impact of unresolved complaints on the casino's rating may motivate them to reconsider their position. Should the casino choose to respond, we will reopen your complaint and notify you promptly via email.

Moving forward, I highly recommend selecting casinos based on their reviews and ratings to help prevent similar situations. I sincerely apologize that we were unable to offer more assistance in this case.

Best regards,

Jana