Goldbet Casino - Player's account is closed with confiscated winnings.

Dear Casino Guru Team,

I am submitting a complaint against GoldBet Casino regarding the unjust confiscation of my balance (€4,800) and account blocking based on a false "Duplicate Account" accusation (Terms 3.3 & 3.4).

Case Details:

- Player ID: 1844120

- Disputed Amount: €4,800

Summary of the issue:

I have only ONE account on GoldBet. The issue occurred when I switched between Google Chrome and Opera browser (which had built-in proxy/VPN active) on my mobile device while using the casino. This triggered a false-positive security flag on their automated system.

Key evidence & Casino's unfair practices:

1. Support Confirmation: In an email response, the support agent explicitly acknowledged that switching browsers (Opera to Chrome) triggered the issue.

2. Predatory Request: Instead of conducting proper identity/KYC verification, the agent requested that I make an ADDITIONAL DEPOSIT to "confirm" my account before removing the flag.

3. Lack of Proper Review: After refusing to deposit more funds into a flagged account and asking for standard verification, support started sending automated template responses citing Terms 3.3/3.4 and eventually stopped responding completely.

All deposits were made solely using my own personal payment methods, and I am 100% willing to undergo full identity/KYC verification.

I request Casino Guru's mediation

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Goldbet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue in a format where the entire message and the sender's email address are both visible? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Tomas,

Thank you for taking on my case. Here are the answers to your questions:

1. How long I was a player & when the account was blocked:

I registered my account on 20/05/2026 The account was flagged and blocked on 07/06/2026.

2. How I learned about the block:

Opera browser froze while I was using it, so I tried to log in via Google Chrome on the exact same device. That specific action triggered an automatic security flag. Right after that attempt, I found out my account was blocked, and support claimed I violated terms 3.3 & 3.4 regarding duplicate accounts.

3. Games played:

I accumulated my current balance of €4,800 playing slots

4. Bonus usage:

- No, I did not use any active bonus to achieve this balance.

5. Communication with casino:

I will send the complete, unedited email thread (including all full headers and senders' email addresses) directly to your email address: tomas@casino.guru.

Thank you for your assistance.

Best regards,

Radosław

Dear Radoslaw123,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Dear Radoslaw123,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Goldbet Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Goldbet Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.