The player from Austria had won €2000 but faced rejection of his KYC verification, which had been pending for over 24 hours. He expressed frustration over the delay in resolving this issue. We had attempted to clarify discrepancies in the personal information provided and requested further details to assist with the verification process. Due to the player's lack of response to our inquiries and reminders, the complaint was closed without resolution at that time. The player could reopen the complaint if he chose to resume communication.
Goldbet Casino - Player's withdrawal is delayed due to KYC rejection.
Closed
Our verdict
Player stopped responding
Amount: €2,000
Goldbet Casino
Safety Index 4.2 LowCase summary
Discussion
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4 months ago
Translation
I won €2000 and suddenly my KYC verification was rejected. I've been waiting for over 24 hours for the verification and the problem is still there – absolutely outrageous!
Automatic translation:
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3 months ago
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.
If anything seems suspicious, contact us directly.
Stay safe.
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3 months ago
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.
From the screenshot you uploaded with your complaint, it appears that the name in your casino profile does not match the name shown on the identity document you submitted to the casino. Could you please explain this difference?
Additionally, please clarify the following:
- Did you fill out your correct personal information in your casino profile?
- What types of games did you play to accumulate your winnings?
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
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3 months ago
Dear StephanBelinic,
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.
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3 months ago
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,
Veronika
Casino.Guru
