Goldbet Casino - Player's withdrawal has been delayed.

My complaint is against Goldbet casino, and I don't see them on the list. Anyway at Goldbet I made deposits for over R200, tried withdrawing to my visa card but my bank doesn't accept international payments, I can only make international payments. So I deposited again, and after my deposit I used a no deposit coupon which I wagered and withdrew the funds via crypto only to be told that I had submitted false information even though I did my kyc verification and deposited from my bank account.

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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?
• When did you complete account verification in the casino?
• 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 previously deposited using your crypto wallet?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Dear OL1V3R,

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.

I have emailed you Tomas

Dear OL1V3R,

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, Samuel (samuel.s@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. 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 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,

Tomas

Dear OL1V3R,

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. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hi Samuel. Nice to meet you. Appreciate the effort you guys have put in so far. I have nothing to add at this point, I just wanted to clarify one or two things.

So Goldbet, denied a previous withdrawal because my bank doesn't accept international payments, I can only make them. And with regards to the second withdrawal, they are point blank refusing to pay me the money that I won or pay me back the monies I deposited. Because they say I falsified my information even though I did a KYC and was verified from their side. I made payments directly from my bank account so I don't know what they on about but it's just been a nightmare. I'm hoping they have the balls to come to the party and talk with you because what they have done isn't fair. Thanks again for your assistance. I really hope we can resolve this matter.

Look forward to our next correspondence

Regards

Oliver

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 OL1V3R,

Unfortunately, as Goldbet Casino has not responded to the complaint within the given timeframe, I will have to close the complaint as unresolved.

I am really sorry that I cannot do more from my side in this situation. We have given the casino additional time to respond, but without its cooperation and without the necessary information or evidence from its side, there is unfortunately no way for us to properly investigate the matter or reach a fair conclusion.

Please note, however, that closing the complaint as unresolved will have a negative impact on Goldbet Casino's Safety Index rating on Casino Guru. Hopefully, this may encourage the casino to reconsider its position and participate in the complaint. If they decide to provide the necessary information, the complaint can be reopened and we can continue with the investigation.

In the meantime, as far as I am aware, Goldbet Casino operates under an Anjouan Gaming (AOFA) licence, so you may also consider contacting the relevant licensing authority regarding your case. You can find more information about submitting complaints to regulators here:

How to submit a complaint to a gambling regulator

You can also find more information about the Anjouan/Comoros licence here:

Comoros / Anjouan Gaming licence

If you receive any relevant response or new information from the regulator or the casino, please feel free to let me know. If there is new evidence that could help us assess the case, we can consider reopening the complaint.

I understand this is not the outcome you were hoping for, and I am sorry that without the casino's cooperation there is unfortunately nothing further we can do from our side at this stage.

Best regards,

Samuel

Casino Guru