The player from Germany faces unauthorized account suspension, with €800 withheld due to accusations of holding a duplicate account. He asserts that he only has one verified account and requests proof of the claim while threatening legal action if not resolved within five working days.
Goldbet Casino - Player’s account is closed for alleged duplication.
Opened
Current status
Waiting for player to reply
6d 7h 30m 48s
Goldbet Casino
Safety Index 4.4 LowCase summary
Discussion
Public
Public
4 days ago
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]
Edited by a Casino Guru admin
Automatic translation:
Public
Public
16 hours ago
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.
Public
Public
16 hours ago
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
