The player from Poland faced difficulties withdrawing funds from Goldbet after changing her ATM card, which led to repeated requests for KYC verification. Despite sending her documents twice over the previous 10 days, she only received generic responses indicating her case was under urgent consideration. The complaint was closed as unresolved due to the casino's lack of response and repeated failure to engage with mediation efforts. It was noted that this non-cooperation was a common practice by the casino, which had led to multiple similar unresolved cases. The casino's overall rating was negatively affected by such unresolved complaints.
Goldbet Casino - Player's withdrawal request is delayed due to verification issues.
Unresolved
Our verdict
No reaction policy
Black points: 46
Amount: 450 zł
Goldbet Casino
Safety Index 4.3 LowCase summary
Discussion
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1 month ago
Translation
After changing my ATM card, Goldbet rejected my withdrawal and requested another KYC verification. This has been going on for 10 days, with the documents sent twice. I'm being dismissed with messages saying "my case is being forwarded for urgent consideration," and this continues each time.
Automatic translation:
Public
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1 month 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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1 month 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.
- Has your previous ATM card already been reviewed and approved by the casino during the verification process?
- Have you used your new ATM card to deposit funds into this casino, or do you intend to use it only for withdrawing your winnings?
- Which documents have you submitted to the casino for the verification of this card?
- Has the casino approved all your other identity documents during the KYC process?
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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1 month ago
Unfortunately, I would like to inform you that since this casino has 35+ cases closed as "No Reaction Policy," we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach. Regrettably, it seems to be a common practice of Goldbet Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in number. We strictly recommend staying away from Goldbet Casino. I wish I could be of more help. The casino can reopen this complaint anytime.
Best regards
Veronika
Casino Guru
