Goldbet Casino - Player states withdrawal was rejected due to reactivation of a supposedly closed account.

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.

Dear paulvidi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To help us understand your situation better and assist you effectively, could you please clarify the following:

• On what exact date did the casino confirm your self-exclusion, and how was this confirmation communicated? Please forward this proof to jean.s@casino.guru.
• After the confirmation, were you still able to log in to your account at any time before receiving the reactivation emails?
• You received promotions encouraging you to reactivate your account. Could you please post a screenshot of those said promotions?
• When you tapped the link in the promotional email, were you automatically logged in, or did the platform ask for your credentials?
• Did you have to do KYC verification after reactivating your account?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue.

Best regards,

Jean

Hello Jean,

Thanks for your response and assistance.

The casino confirmed my self-exclusion on the 23rd of April at 11:24 PM GMT. I have sent the email thread to your email. It was communicated via a response via email from the support team rep, Sophia.

I did not try to login after the confirmation of self-exclusion via email initially because I believed I would not be able to. I only clicked on the link on the subsequent email to re-activate my account for bonuses I received after the exclusion was confirmed.

I have attached proof of the promotions I received via email.

When I clicked the link, I was automatically logged in, the platform did not ask for credentials.

I did not have to do KYC after the account was activated.

Dear paulvidi,

Unfortunately, I would like to inform you that since this casino has 30+ 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 numbers. We strictly recommend staying away from Goldbet Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.