Goldbet Casino - Player's KYC verification has been rejected.

​I am submitting this complaint regarding an unjustified KYC verification rejection by Goldbet.

​I attempted to complete the verification process using my official government-issued ID (Japanese Driver's License) and My Number Card. However, the automated verification system (Veriff) repeatedly failed to read/scan my valid Japanese documents.

​As requested by support, I manually provided clear, high-resolution photos of my official ID, a selfie, and a photo of myself holding my ID. Despite providing all legitimate documentation, Goldbet rejected my KYC verification without providing any valid or specific reason, stating that the decision is final.

​Since the issue stems from an automated scanning error on Japanese official documents, I kindly request Casino Guru’s assistance in asking Goldbet to manually review and approve my valid government-issued ID.

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.

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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.

• Is your player's account accessible to you? Can you log in?
• Are you still able to submit the new documents required for verification?
• Which documents did the casino accept, and which documents were rejected?
• 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 verification requirements? 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

Hi Tomas,

I have sent the requested email transcripts and screenshots of my communications with Goldbet to your email address (tomas@casino.guru).

Please let me know if you need any additional information.

Best regards,

tomohiro

Hello tomohiro,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your patience.

Could you please share the communication in a format where both your email and the casino's email are visible? Send the information to my email at tomas@casino.guru

We apologize for the inconvenience.

Dear tomohiro,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru