The player from Poland requested the withdrawal of her remaining balance of approximately 1,000 PLN after her Goldbet.io account was blocked due to allegations of duplicate accounts. Although she accepted the account closure, she sought clarification on the withdrawal process as per Goldbet's Terms and Conditions, but her inquiries were met with generic responses. She said she had deposited 50 PLN, played only slots, and built the balance without using any bonus. We were unable to move the complaint forward because Goldbet Casino was not cooperating and had a repeated no-reaction policy, so the case was marked unresolved.
Goldbet Casino - Player’s account is closed but funds are delayed.
Unresolved
Our verdict
No reaction policy
Black points: 80
Amount: 1,000 zł
Goldbet Casino
Safety Index 4.0 LowCase summary
Discussion
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4 weeks ago
I deposited 50 PLN of my own money into my Goldbet.io account and did not use any bonuses or promotions. I played with my own deposited funds and my balance reached approximately 1,000 PLN.
When I requested a withdrawal, Goldbet asked me to complete KYC verification. I provided the requested documents and completed the verification.
Approximately one day later, my account was blocked because Goldbet claimed that I had duplicate accounts.
It is possible that I had some old accounts registered with different email addresses, but I had forgotten about them and no longer have access to those old accounts. The account I actively used was my current Goldbet account.
It is possible that I had some old accounts registered with different email addresses, but I had forgotten about them and no longer have access to those old accounts. The account I actively used was my current Goldbet account.
I accept Goldbet's decision to keep my account blocked. I am not asking for my account to be reopened.
My issue is now solely the withdrawal of my remaining balance of approximately 1,000 PLN.
According to section 8.5 of Goldbet's Terms and Conditions, when an account is closed, blocked or suspended, the customer may contact support to request withdrawal of any remaining balance. I therefore believe that, in accordance with Goldbet's own Terms and Conditions, my remaining balance should be made available for withdrawal.
I have repeatedly asked Goldbet to confirm whether my remaining balance will be paid out and how I can withdraw it. Instead of answering my question about the remaining balance, Goldbet keeps referring me to sections 3.3 and 3.4 regarding duplicate accounts.
I accept the account ban, but I do not agree with withholding my remaining balance without a specific explanation or reference to a rule that allows them to confiscate these funds.
I would like Casino Guru to help me resolve this matter and obtain my remaining balance of approximately 1,000 PLN.
I can provide screenshots of my communication with Goldbet and other relevant evidence if required.
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4 weeks ago
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4 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Goldbet Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
Thank you very much in advance for your reply.
Best regards,
Tomas
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4 weeks ago
Translation
My account was created at the end of 2025; I don't remember the exact month. The account was locked on September 20, 2026, at 12:58 PM. I deposited 50 PLN and accumulated a balance of around 1000 PLN. I didn't use any promotions or bonuses; I only played slots.
Edited
Automatic translation:
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3 weeks ago
Dear Sgroch,
Thanks for your patience and the evidence provided.
Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their assistance; however, Goldbet Casino has multiple cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us in solving players' complaints. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
Best regards,
Tomas
Casino Guru
