Goldbet Casino - Player’s account is closed with withheld winnings.

Subject: Complaint against Goldbet – withheld winnings and unjustified account ban

Dear Casino Guru Team,

I would like to submit a complaint against Goldbet casino regarding withheld winnings and an unjustified account ban.

I deposited and played using only my own funds and did not use any bonuses. During normal gameplay, I won a total of 11,500 EUR. Out of this amount, 2,000 EUR was successfully withdrawn and paid to me.

After continuing to play and attempting to withdraw the remaining balance, my account was suddenly blocked.

The reason provided by the casino relates to a "multiple accounts" violation. However, the only other account involved belongs to my wife, who merely registered an account but never made any deposits, placed any bets, or completed verification. The account remained completely inactive.

Despite this, my account – which was fully verified and actively used – was blocked, and the remaining funds were withheld.

I would also like to highlight that the casino had already processed and approved a withdrawal of 2,000 EUR prior to the restriction, which indicates that my account had passed verification and compliance checks.

I have contacted the casino multiple times requesting a clear explanation and evidence of any rule violation, but I have either received generic responses or no response at all.

I believe this action is unjustified and that my remaining balance should be paid out.

I kindly ask for your assistance in resolving this matter.

Kind regards

Mindaugas

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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.

• When exactly did you create an account at this casino, and when exactly did your wife create her account?
• Has your wife played any games or activated any bonuses in her casino account? When was the last time she logged into her casino account?
• Have you and your wife both used the same device to access both of your accounts?

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