The player from Germany had his account blocked by Goldex Casino, with €10,000 in credit and €6,000 in tournament winnings withheld. Despite being a VIP member and having initially processed withdrawals without issues, he was informed that all funds were withheld due to an alleged violation of the Affiliate Policy, which he disputed. The Complaints Team reviewed the case and, after assessing the information and evidence provided, concluded that the casino's actions were justified, resulting in the closure of the complaint. Specific details regarding the decision could not be disclosed due to confidentiality restrictions.
Goldex Casino - Player’s account has been closed with winnings confiscated.
Closed
Our verdict
Unjustified complaint
Amount: €16,000
Goldex Casino
Safety Index:Above averageCase summary
Discussion
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6 months ago
Translation
Hello, Goldex Casino has blocked my account with €10,000 in credit and €6,000 in tournament winnings that I was still due to receive.
I won €25,000 a few weeks ago and was also a VIP player. I started making withdrawals, and initially, they were processed without any problems. Goldex Casino reminded me weekly that I needed to actively play for at least €5,000 per week to avoid my withdrawal limits being reduced to €1,000 per week.
So I continued to play actively with my balance to keep my withdrawal limits and
Finally, he took second place in the Spin&Win tournament, which earned him €6,000 in real money. This tournament ended on August 29, 2025.
On August 31, Goldex Casino suddenly deactivated my account. At that time, I still had €10,000 in credit plus €6,000 to receive from the tournament.
I wrote directly to the VIP manager and asked for the reason for the suspension and for a payout of my balance.
After several back and forths, I was told the following:
After a thorough review of your account, we regret to inform you that all funds in your player account, including the €10,000 balance and the €6,000 tournament winnings, have been withheld due to a violation of our Affiliate Policy (AF Policy).
I have no idea what the explanation is supposed to mean. I can assure you that I have complied with all the terms and conditions and have not broken any rules. My account is fully verified, and I risked my own money, won fairly, and expect full payment of my winnings.
I suspect Goldex Casino was hoping that I would lose my money if I continued playing, and when the opposite happened and I won, they looked for another way to deny me my winnings.
I ask for your help Casino Guru 🙏
I'm happy to forward the email conversation.
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6 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Goldex Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Were you under any affiliate contract while being a player in the casino? Since when?
- Have you learned about which of your actions prompted the deactivation of your account and confiscation of your winnings?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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6 months ago
TranslationHello Tomas, to your questions:
No, I do not have an affiliate agreement with these or other casinos.
And no, I wasn't told which action allegedly violated the terms and conditions. I'm sure it's because I continued playing and won, not losing like the casino wanted. After all, I continued playing with real money, and I followed all the tournament rules. I got lucky, and they obviously don't like that. Now they're trying to rob me of my winnings with trumped-up accusations.
I just sent you an email with the latest email from the VIP Manager. Here are screenshots of the previous emails.
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6 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru), 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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6 months ago
Hi,
I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.
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6 months ago
Hello Jozef and BoehserOnkel,
Thank you for raising this case. We can confirm that our detailed explanation of the case, along with the relevant materials, has already been provided to Jozef directly via email.
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6 months ago
TranslationI'm curious to know what the reason for the confiscation is. You know full well that I haven't violated any of your terms and conditions and that I earned my winnings fairly and through luck.
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5 months ago
Dear BoehserOnkel,
As my colleague already requested, I would need the same. We kindly request that you provide a video in which you are holding your identification document in your hand for a minimum of 20 seconds, ensuring that your face remains clearly visible throughout the recording. You can send it to my email address jozef.k@casino.guru.
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5 months ago
TranslationHello Jozef, I have sent the video to your email.
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5 months ago
Dear BoehserOnkel,
Thank you for your patience and cooperation while I carefully reviewed your case. I understand how important this matter is for you, and I approached it with full attention to detail that is why I even requested the video.
After assessing the situation and considering the information provided, I must conclude that the action taken by the casino has been deemed justified. On this basis, I unfortunately have no grounds to continue with this case, and therefore it must now be closed.
Please note that due to confidentiality restrictions, I am unable to share specific details or the internal evidence behind this conclusion. I realize this may not provide you with the clarity you had hoped for, but I am bound by these limitations.
You are of course fully entitled not to agree with this outcome. Should you wish to take the matter further, you may file an official complaint directly with the relevant licensing authority, who will be able to review your concerns independently.
I sincerely regret that I cannot provide a more favorable resolution, and thank you for your understanding.
Kind regards,
Jozef
