Goldbet Casino - Player’s account is closed due to a duplicate issue.

I would like to submit a complaint against Goldbet.

I won around 334€ from bonus gameplay. While using my account, the system displayed a message saying I could verify my account by making a deposit in order to unlock bonus gameplay.

Based on this instruction, I made a deposit using my personal payment method. I have screenshot proof of the system message and the deposit.

After the deposit and withdrawal request, my account was blocked due to an alleged duplicate account.

I was not aware that an older account may have existed. If such an account existed, it was inactive:

no deposits,

no withdrawals,

no KYC verification,

no meaningful activity.

I acted in good faith and followed the system instructions.

I am willing to complete full KYC verification and provide all documents if needed.

I kindly ask Casino Guru to review whether the casino acted fairly, especially because the system itself requested the deposit before blocking my account.

I can provide screenshots, emails, and transaction history.

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Is there any chance that someone from your household or using the same IP address also created an account at this casino?
• Have you filled out your casino profile correctly, providing your full personal information, including your name, surname, and address?
• Have you created any accounts at this casino in the past?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika,

Thank you for your reply and for reviewing my case.

To answer your questions:

As far as I know, nobody from my household created or used another account at this casino, and I did not share my account with anyone else.

Yes, I filled in my casino profile using my real personal information, including my correct name and address. I also made the deposit using a bank card that is registered in my own name.

It is possible that I may have created another account approximately one year ago, but I am not completely sure about this. If such an account existed, it was completely inactive:

no deposits were made,

no withdrawals were requested,

no KYC verification was completed,

and there was no meaningful activity on that account.

I would also like to mention that my email address does not contain my full real name. For online casinos, I usually use the email address [email address hidden by Casino Guru], while I use my email address containing my real full name mainly for work-related purposes. This has never caused any issues with other online casinos before.

I would also like to emphasize that while using my current account, the casino system itself requested that I verify/confirm my account by making a deposit in order to unlock bonus gameplay. I followed these instructions in good faith and completed the requested deposit using my personal payment method.

I am fully willing to complete full KYC verification and provide any necessary documents if required.

Thank you again for your assistance and for investigating this matter.

Kind regards,

I would like to provide an additional email received from the casino before my withdrawal was rejected.

In this email, the casino clearly stated that I could confirm my primary account by making a deposit, after which the duplicate account would be removed and I would be allowed to continue using the bonus system.

Based on these instructions, I made the requested deposit in good faith using my personal payment method.

This is one of the reasons why I believed the situation had been resolved correctly before my account was later blocked and my withdrawal rejected.

Unfortunately, I would like to inform you that since this casino has 35+ 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 number. We strictly recommend staying away from Goldbet Casino. I wish I could be of more help. The casino can reopen this complaint anytime.

Best regards

Veronika

Casino Guru