The player from Germany faced unauthorized account suspension, with €800 withheld due to accusations of holding a duplicate account. He asserted that he only had one verified account and requested proof of the claim while threatening legal action if it was not resolved within five working days. The player explained that a second account had been created accidentally but was never used or verified, and that his original account had been used successfully for a month with approved withdrawals before the sudden suspension following a significant win. The Complaints Team attempted to mediate but ultimately closed the complaint as unresolved due to the casino's lack of response. The casino's repeated non-cooperation led to a warning against using the casino, and the withheld funds remained inaccessible.
Goldbet Casino - Player’s account is closed for alleged duplication.
No reaction policy
Black points: 190
Amount: €800
Goldbet Casino
Safety Index 4.3 LowCase summary
Translation
Subject: Unauthorized account suspension and withholding of €800 / Account: [email hidden by Casino Guru]@gmail.com
Ladies and gentlemen,
I categorically reject your accusation regarding a "duplicate account". My name is [name hidden by Casino Guru], and I only have this one account ([email hidden by Casino Guru]@gmail.com), which has been fully and successfully verified with my passport and German bank card.
The change in IP address/ID you mentioned is solely due to my trip to Turkey for a hair transplant, during which I switched mobile networks. I honestly earned the €800 profit in Germany beforehand.
I hereby formally request that you provide me with concrete proof that an alleged secondary account was verified using my passport. If you cannot do so, your claim is baseless.
I am giving you a deadline of 5 working days (until June 5, 2026) to unlock my account and pay out the 800 euros.
Should the deadline pass without result, I will:
Consult a lawyer.
File an official complaint with your gambling regulatory authority (licensing body).
File a criminal complaint for fraud and embezzlement.
I expect a manual review, not an automated bot response.
Sincerely,
[Name hidden by Casino Guru]
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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.
- Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
- Have you tried providing the casino with proof that you were physically present in Turkey at the time your mobile network changed?
- Please forward the email you received from the casino regarding their allegations that you have multiple accounts to veronika.f@casino.guru.
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
TranslationLadies and Gentlemen
As proof that I was indeed in Turkey, I currently have photos from our flight there. However, I cannot explain the change in my IP address, as I do not use any VPN services or other programs to mask my location.
Furthermore, I would like to point out that it is possible my account was compromised without my knowledge. I am currently investigating whether unauthorized access actually occurred and who might be responsible. At this time, however, I cannot make any definitive statements on this matter.
What I find particularly surprising is this: I used my own money and made a profit. Throughout the entire past month, the casino processed my withdrawals without any problems. There were no complaints or indications of any violations of the terms of service. Only after I had a larger win of €800 were accusations suddenly made against me. This seems very unusual to me.
The casino is now claiming I created multiple accounts. I do recall that a second account was created accidentally. This happened when I tried to log in via Google and mistakenly selected my wife's Google account. I logged out immediately after realizing this. I neither completed a full registration for this second account nor verified my identity using identification documents. The account was never actively used.
After finding my original account, GoldBet offered me the option to set it as my primary account. This required verification, which I completed successfully. Subsequently, I used only this verified primary account. For approximately one month, I did not log into any other account.
During this time, I won approximately €240 twice, and the payouts were approved and processed without any problems. Only after I won another €800 and attempted to request a withdrawal was my account blocked.
Therefore, I object to the accusations:
1. The second account was created accidentally, never used, and never verified.
2. I cannot explain the alleged change in my IP address. I do not use any VPN programs or similar services to mask my location.
3. For one month, my activities and withdrawals were accepted without any issues. Only after a significant win were violations suddenly alleged.
I repeatedly asked customer support to provide me with concrete evidence for the accusations made against me. Unfortunately, regardless of my questions and explanations, I always received the same standardized answer. My request for detailed evidence was ignored.
Because my account was blocked, I not only lost my winnings, but also the money I had deposited and wagered myself. I had planned to buy gifts for my family with the winnings. Instead, my account was blocked and my withdrawal was refused. I find this unfair and disappointing.
I therefore politely request that you carefully review my case again and provide me with verifiable evidence for the accusations made against me.
Thank you for your attention.
Best regards
AWAY
Hello Arut,
We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Dear Arut,
Unfortunately, I would like to inform you that since this casino has 45+ 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 numbers. 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
