Goldbet Casino - Player's account is locked due to a duplicate account issue.

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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.

• Have you made any deposits to your new account whatsoever?
• 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?
• Have you tried to reach out to the casino again regarding the contradictory messages you received? Have you received any response?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Thank you very much for taking my case. Here are my answers to your questions:

-Have you made any deposits to your new account whatsoever?

Yes, I have made multiple real money deposits and played on this current active account before this incident happened.

-What games did you play to accumulate your current balance in the casino?

I played online casino slot games to accumulate my balance.

-Did you achieve your current balance with the help of a bonus?

Yes, the winnings were generated from a bonus, but I have fully and legitimately cleared all the wagering requirements.

-Have you tried to reach out to the casino again regarding the contradictory messages you received?

Have you received any response?

Yes, right after Sophia rejected me with a generic template, I immediately replied to the email. I pointed out the contradiction and requested my case to be escalated back to Anna (Head of Support), who had previously agreed to a verification solution. Unfortunately, the casino has gone completely silent and has ignored all my messages since then.

Thank you for your help, and I look forward to your assistance in resolving this.

Best regards,

József ****

Dear JOZEE86,

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 JOZEE86,

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.