Goldbet Casino - Player’s account is closed due to alleged duplication.

Casino: Goldbet

My account was banned for a "duplicate account rule", but I only have one account.

When I registered, my last name was written incorrectly, but I verified my identity by sending a selfie and my ID card. After that my name was corrected and my account was approved.

I deposited €10 of my own money and played. I won around €500 and requested a withdrawal. The casino already paid my earlier €20 withdrawal, but when I requested €500 my account was suddenly banned for a duplicate account rule.

I have never created another account and I did not try to break any rules. I believe this is a mistake and I ask the casino to review my account again and resolve this fairly.

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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.

• You mentioned that your last name was entered incorrectly during registration. Could you please explain what the mistake was and how it was later corrected? Do you have any evidence (for example chat transcripts or emails) confirming that the casino support team corrected the error and that your account was successfully verified afterwards?
• Has anyone else in your household, workplace, or using the same internet connection ever created or accessed an account at this casino?
• Have you ever used any VPN or other IP-masking software while accessing the casino website?
• What types of games did you play to accumulate your winnings?

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

Thank you for your response and for taking the time to clarify the situation. I’m happy to provide the requested information:

Last Name Issue: While registering, my last name was entered correctly. My account was successfully verified, and I can provide [chat transcript/email] as evidence if needed.

Other Users on My Connection: I did not use a shared Wi-Fi or connection, and no one else in my household or workplace has ever created or accessed an account at this casino using my internet connection.

VPN/IP-Masking: I have never used any VPN or IP-masking software while accessing the casino website.

Games Played: I accumulated my winnings by playing slots only.

I hope this information helps clarify the situation and allows you to resolve the issue. Please let me know if you need any further details or documentation.

Thank you for your assistance.

Please forward me all the communications between you and the casino customer support regarding the correction of your personal details at veronika.f@casino.guru. Kindly include all the subsequent conversations that could be relevant to the investigation of your case as well. I appreciate your cooperation.

Dear Maitlensment,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru