The player from Germany faced account blocking and rejected withdrawal requests, despite having successfully completed the KYC verification. He was accused of having multiple accounts, which he denied, and was frustrated by unresponsive customer service that only sent generic replies. Despite his efforts to communicate with the casino, the Complaints Team was unable to resolve the issue due to the casino's lack of cooperation and absence of a valid license. The complaint was marked as "unresolved," with the potential for reopening if the casino responded.
Goldbet Casino - Player's withdrawal request rejected and account closed.
Unresolved
Our verdict
No reaction policy
Black points: 31
Amount: €165
Goldbet Casino
Safety Index:Very lowCase summary
Discussion
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3 months ago
Translation
They rejected my withdrawal request and blocked my account! I have no idea why they think I have multiple accounts. Any points listed as "reasons" for why my account was blocked are incorrect.
My KYC verification was successfully completed and I made a deposit using the first deposit bonus.
When I won money playing slots with my real money balance (about €200), I decided to cancel the 100% bonus and the winnings from the free spins.
To begin the verification process and withdraw my winnings...
After successfully completing the KYC process, I submitted a withdrawal request for €165. Two days later, they rejected my request and blocked my account.
Reason: Your account is locked. Reason:
3.3 Your account with the Website must be registered in your own and correct name. Only one account per person, per household / address, per phone number / email, and per IP address is allowed. Any other accounts that are opened on the Website will be considered as 'Duplicate Accounts.' You must not attempt to open a duplicate account, including by providing false or alternative credentials. 3.4 We reserve the right to cancel bets, reject bonuses of any kind, cancel participation in any promotion, as well as permanently ban any customer from the bonus / promotion program of the Website at our sole and absolute discretion in case you opened Duplicate Account. The Company reserves the right to apply some or all of the above measures or not apply some of measures against Duplicate Accounts in particular cases at its sole and absolute discretion.
How to unlock your account:
1. Contact us at [email protected] with your account details.
2. Our team will review your case and guide you through the steps to restore access.
They don't respond to my emails, except for always copying and pasting the standard information text from their email (without comment or addressing my case). It's the same text I received from the casino or its system regarding the suspension of my account. So far, I haven't received any "answer" to my questions. And my repeated requests for a review of my case have so far been ignored.
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I hope you can please help me?
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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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
- Can you please confirm that you created your account using the correct and complete personal information?
- When exactly did you create your casino account, and when was it closed?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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3 months ago
Translation
Good morning Kristina.
Is there a possibility that someone in your household or with the same IP address has also created an account at this casino?
- I'm single and live alone in an apartment in Berlin. I use my 5G o2 unlimited max subscription on my smartphone as a hotspot for my PC, which I mainly use for gaming. I also use the same Wi-Fi hotspot on my smartphone on my laptop (usually when I'm away from home for work, in my free time after work, and on weekends).
Can you please confirm that you created your account with correct and complete personal information?
- I can absolutely confirm that.
When exactly did you create your casino account and when was it closed?
- I created the account on August 23, 2025 and the account was blocked on October 7, 2025
I have also tried to question my case in Goldbet Casino's Telegram support channel, requesting that it be reviewed.
Unfortunately, I only received the standard text that I've always received before. My questions were ignored. Even my offer to provide further documents as proof, if necessary, was ignored.
I still can't understand why my account is blocked. It's appalling that this casino can "take away" both my deposit and my entire wallet (real money balance).
Thank you for your support.
Best regards,
Marcel
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3 months ago
Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.
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3 months ago
Thank you very much for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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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 schoffiberlin,
I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.
We would like to invite Goldbet Casino to join the conversation.
Dear Goldbet Casino,
Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence directly to me at [email protected] for an independent assessment.
Thank you in advance.
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2 months ago
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.
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2 months ago
Dear schoffiberlin,
I have tried to contact the casino but had no success. I'm afraid there is not much that can be achieved without cooperation from their side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
I can only recommend that you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
