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