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