Goldbet Casino - Player’s withdrawal is delayed.

Won 7000 euros. First week janary they claimed that its possible to withdrawal only 500 eur per day. So i did the requests. I got first week every day 500 eyros. Total 2500. After that i hvent got any money from casino.Made withdrawal requests every day since 9 january. Contacted with support. Asked where is my money.They make up nonsess excuses. One day they say its a because of payment system, they do not have influence over withdrawals. Other day they say its been reviewed by bank processing team and list goes on. Ive have been contacted with them daily. And all my withdrawals are in processing status

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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.

• Could you please send me a screenshot of your transaction history, clearly showing the pending withdrawal requests?
• Have you selected the same payment method for all your withdrawal requests?
• When was the last time the casino communicated with you regarding the delay in processing your payments, and what explanation did they provide?
• What types of games did you play to accumulate your €7,000 winnings (e.g. slots, live casino games, or sports betting)?

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

Hello Veronika send you screenshots about processing payments to mail. I played on slots. Contacted with casino yesterday.

They are making excuses that its the payment system and they can't do nothing about it. What i think is total lie. They just stall with my payments.

Hello Veronika send you screenshots about processing payments to mail. I played on slots. Contacted with casino yesterday.

They are making excuses that its the payment system and they can't do nothing about it. What i think is total lie. They just stall with my payments.

I used same payment method as i made withdrawals,🙂

Dear Ingmar56,

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, Lucia (lucia.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,

Veronika

Hello Ingmar56,

I am sorry to hear about your troubles. I am Lucia and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards,

Lucia

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 Ingmar56,

I sent you an email. I am communicating with the casino via email, and they require some information to locate your case in their system. Please check your inbox.

Thank you.

They banned my account. Claiming

Unfortunately, in this case, this concerns a financial claim made by the Visa payment system. As part of the risk monitoring program, the transaction was classified as fraudulent, resulting in financial penalties being imposed on our company.

Such cases are governed by the rules of the payment systems, and we are obligated to comply with the established requirements. Accordingly, the necessary measures have been taken regarding the account.

Dear Ingmar56,

I would like to inform you that I have contacted the casino via email to request clarification regarding your account situation.

As soon as I receive a response from them, I will update you immediately.

Dear Ingmar56,

The casino has responded to my inquiry regarding your account.

They explained that, in accordance with their Terms and Conditions, Anti-Fraud Policy, and AML obligations, they are required to take preventive action if they receive a fraud alert, chargeback notification, or risk signal from a payment provider (such as Visa or Mastercard monitoring programs).

When a transaction is flagged as potentially fraudulent or classified under a risk monitoring program, they must temporarily restrict the account while the case is being reviewed. This may include suspending the account, blocking withdrawals, freezing funds, or requesting additional verification.

They also clarified that this restriction does not necessarily mean a final determination of wrongdoing, but rather a precautionary measure while the investigation is ongoing.

If the casino requests any additional documents or verification from you, I strongly recommend complying with their request as soon as possible, as this will help speed up the review process.

I will inform you immediately if there are any updates from the casino. In the meantime, if there are any new developments on your side, please do not hesitate to let me know.

Dear Ingmar56,

We would like to inform you that we are extending the timer once again, as we await further information from the casino. If there are any new developments regarding this matter, we kindly ask you to keep us informed.

Hello Ingmar56,

Unfortunately, the casino has stopped communicating with us. I have contacted them multiple times and requested that they provide any relevant evidence to support their claim that you held a duplicate account. To this day, I have not received any response.

Since we have no further communication from the casino and cannot proceed without their cooperation, I will have to close the complaint as unresolved.

I understand that this is not the outcome you were hoping for, and I am truly sorry about that. However, at this point, there is nothing more we can do without the active participation of both parties.

Please be assured that closing the complaint as unresolved will negatively impact the casino’s rating on the Casino Guru website. This may encourage them to reconsider their approach, and it will also serve as a warning to other players so they can avoid similar issues.

If we receive any new information from the casino, or if there are any updates on your side, we can always reopen the case.

Thank you for your understanding.

Kind regards,

Lucia S.