The player from Greece reports that Goldbet blocked his account and withheld his winnings after a €6 deposit made to withdraw bonus funds. He asserts that he only has one account and completed all wagering requirements but has been accused of having duplicate accounts without justification. He requests assistance in getting his account unlocked and his winnings paid out.
Goldbet Casino - Player’s account is closed and winnings are confiscated.
Opened
Current status
Waiting for casino to reply
3d 22h 42m 47s
Goldbet Casino
Safety Index 4.1 LowCase summary
Discussion
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3 weeks ago
Translation
Goldbet blocked my account and withheld my winnings after a €6 deposit to withdraw bonus funds.Problem Description / Description:Hello,I am filing an official complaint against Goldbet for the illegal and abusive blocking of my account, as well as for the unjustified withholding of my legitimate winnings under the false excuse of "Duplicate Accounts" (Term 3.3).I solemnly declare that I have only one and only one account on the platform, which was created with my real and correct details. I legally participated in a bonus offer of the company and completed all the necessary wagering requirements in accordance with the terms.In order to unlock the possibility of withdrawal, the company's system required me to make a minimum deposit. I duly deposited the amount of 6 euros for this purpose. As soon as the deposit was completed and I submitted the withdrawal request, the company immediately blocked me by sending me an automated email. It is obvious that Goldbet is using this term as a fraudulent excuse to avoid payment, because I won from the bonus and had no margin for profit from me. I am fully available to send any official identification document (KYC) requested to prove my identity and the uniqueness of my account. I ask for your intervention for the immediate activation of my account and the payment of my money.
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3 weeks ago
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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3 weeks ago
Hello,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?
- Is there any chance that someone in your household or using the same IP address has also created an account at this casino?
- Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
- Had you completed verification before you lost access to the account?
I hope we can help resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
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3 weeks ago
TranslationHello Christina,
Thank you very much for taking on my case. Here are the answers to your questions:
For household/IP: No, there is absolutely no such thing. I am the only one in my household who has an account at this casino and no one else uses my login. Also, I have never opened a second account.
For the games: I focused exclusively on slot machines.
About verification (KYC): No, I was never asked to verify my identity by the casino, as they blocked me as soon as I made the deposit and requested a withdrawal.
I would like to emphasize that the deposit of 6 euros was made via Google Pay with a Eurobank card, while the withdrawal of 300.50 euros was requested with a Piraeus bank card. Both cards, as well as the bank accounts, are issued in my name. All my registration details are absolutely accurate, legal and fully match my banks. I am 100% available to immediately send any official identification document (KYC) required to prove it.
I am at your disposal for anything else you may need.
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3 weeks ago
TranslationHello Cristina, I want to give you the full and accurate picture of the situation, which proves that the casino is acting in bad faith because it did not profit from me: From the moment I registered, I focused exclusively on playing the bonus that was given to me. I played the slots and completed with complete success and legality all the required wagering that the rules set for converting the money into withdrawables. When I went to make the withdrawal, the casino system informed me that in order for the process to proceed, I had to first make a minimum deposit and wager it. So, I deposited exactly 6 euros (via Google Pay with a Eurobank card in my name) and made the required transfer. As soon as I completed this step and submitted the final request for the withdrawal of 300.50 euros, the casino blocked me immediately. It is clear that the blocking with the excuse of "duplicate account" was done intentionally and abusively, because I won purely from their bonus with the minimum possible deposit and the company had no profit margin from my activity. All my details are 100% legal and the Eurobank and Piraeus cards (for withdrawal) belong exclusively to me. I remain at your disposal to send any identification document. Best regards,
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3 weeks ago
TranslationPlease inform me about the resolution of the incident and the crediting of my money.
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2 weeks ago
Thank you very much for your reply, Theoleo1987. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.
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2 weeks ago
TranslationGood evening. I just sent you the conversations to your email. At your disposal for anything you need
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1 week ago
Dear Theoleo1987,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Kristina
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1 week ago
Dear Theoleo1987,
My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Goldbet Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino representative, could you please provide more information about this case?
Thank you in advance for providing the information.
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3 days ago
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.
