Goldbet Casino - Player's winnings are confiscated due to self-exclusion issue.

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Dear Tisz1997,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Could you please clarify if you have requested a self-exclusion from Goldbet Casino directly? If you have, please forward me this self-exclusion request to kristina.s@casino.guru
• Also, do I understand correctly that you had 90,000 HUF in your casino account before you lost access to it?
• Did you pass the verification before you lost access to your account?

Looking forward to hearing from you.

Best regards,

Kristina

Dear Kristina,

I am providing a critical update. My 24-hour final notice to the casino expired today at 19:00 (CET). Despite my clear demand for the 90,000 HUF payout or a refund of my deposits due to their system failure, the casino only sent a generic response at 05:58 (CET) stating they are "keeping the ban in place" without addressing the financial claim.

By maintaining the ban, they officially admit they identified me as a self-excluded player from their network. This proves they had the data to block my registration and my Apple Pay deposit, yet they chose to accept my money and only enforce the rules once I won. Since they refused to settle this within the given deadline, I kindly ask you to officially intervene and request a formal explanation for this Responsible Gambling breach.

Regards,

Krisztián N***

Thank you very much for your reply, Tisz1997. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear Tisz1997,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello Tisz1997, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details, I will reach out to you directly.

I’d like to invite a representative of Goldbet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Matej,

Regarding the details of my 2023 self-exclusion from GGbet: I requested the permanent ban directly through their Live Chat/Support interface, which is why I don’t have a confirmation email from that time. However, the most important proof is that Goldbet3 explicitly admitted in their recent emails to me that they are keeping my account banned based on "carefully examined circumstances."

This confirms they identified me as a self-excluded player from their network. My main point remains: if their system was able to identify me at the withdrawal stage, it should have prevented my registration and my Apple Pay deposit with the exact same email address. I believe they acted in bad faith by allowing the deposit but refusing the payout.

Best regards,

K

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.

Dear Tisz1997,

I have tried to contact the casino repeatedly via e-mails, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino is using fake license, there is nowhere else I can refer you to. I am really sorry I could not be of more help on this occasion, and would recommend in the future to check the casino review on our website before signing up, to avoid issues like this one.

Best regards,

Matej