Goldex Casino - Player's account is closed, winnings confiscated.

First of all, this is a bit embarrassing, as I have another complaint already running. Different casino and different situation though. My ongoing complaint about casinojax.com is regarding a two month withdrawal delay.

A week ago, I registered with goldexcasino. Lately, I check casino safety rating in casino guru, before registering. Safety index was high.

I made 4 or 5 deposits and played with deposit bonuses. On my last deposit, I won 1400 euro. I completed wagering, verified my account with ID, selfie, address verification and verification of payment.

Monday morning I received an email that my account was closed by administrative decisions and could not be re-opened.

I received an additional email requesting banking info, to refund my deposit.

I replied to both these emails with the same text, and wrote an additional email with same text to their support-email. So a total of three emails sent. After no response by Wednesday, I wrote a new email and sent as response to the two emails received, and to their support-email.

6 days on, and no reply.

About my play, I play a lot, and always the slot "The Dog House" by Pragmatic Play. I play from 0.20 euro to 1 euro bet, well within the bonus terms set by casino.

The weekend in question I had 2000 euros in deposits on several accounts. The 1400 euro was my only withdrawal. I'm a losing player, as most.

The casino gave no reason, or explanation why they closed my account or why they intended to refund my deposit and not my winnings.

I know there is no justifiable reason within general or bonus terms, to not payout my winnings

I hear more and more about players experiencing this. If they win at some networks, there's a reasonable chance that if casino can't find a reason within their own terms to not pay out winnings, they close player account and not pay winnings anyway. No reason given. As there is none.

The definition of this, is fraud. "If you lose, we keep your money. If you win, we don't pay".

It's a fraudulent business model and it's getting worse within online gaming. As said, specifically within certain networks. Often based in Curacao.

As players, we don't have much power against fraudulent activity like this in reality. EXCEPT casino rating sites as casino guru♥️ whose reviews and ratings can harm the business of casinos who don't act with integrity and in good faith.

I hope you can help me with this case. I will upload screenshots of emails received, and emails sent.

And although I list several casino review sites in my email response to them to induce a response, I only use casino guru🙂

With love

Kromsjukaa

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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.

• What games did you play to accumulate your current balance in the casino? (which slots, live/table games, betting on sports)
• Which payment method have you used to deposit and withdraw previously? Have you provided your bank account information to the casino in order for them to process the most recent deposit?

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

Hi Thomas, and thank you for taking my case.

I played Pragmatic Plays "The dog house" only I believe.

I made deposit with Revolut Visa card and I have never withdrawn from Goldexcasino. The 4-5 deposits I made that weekend are the only ones I've ever made.

I have not sent banking details for deposit refund as I view that to be an acceptance of being defrauded.

Best regards

Barbra ***

Hi Thomas and Goldexcasino.

A strange, but not acceptable development in this case: I emailed Goldexcasino again on Sunday (5th October) that I had opened a complaint.

Eleonora from casino, emailed back that she was uncertain what exactly my issue was, but asked me to login to my account and withdraw my balance. And told me to feel free to make contact via livechat.

I first responded that I couldn't login to my account, or make contact via livechat as casino has closed my account, not to be re-opened (according to email).

I then figured I would try again to login, which I was suddenly able to.

My balance/winnings was no longer in my account though. The balance is now 260 euro, while correct balance last I was logged in to my account, is 1400.

There is no explanation to why my account is re-opened, and no explanation to why 1140 euro is missing from my account.

There has been no claim that any bonus terms are broken. Nor have they been. I'm careful to to play within all terms.

If the online complaint case made them reopen my account and forgot/didn't want to reinstate my balance, I don't know.

I will upload Eleonoras email to me, and my response+screenshot when logged into my account. Current balance showing (1140 euro missing)

Best

Barbra ***

Hi Thomas. I have additional info.

I went to Goldexcasino livechat and requested they explained why my account now was reopened and why there was 1140 euro missing from my account.

I will screenshot the conversation with live chat. According to live chat, closing my account was due to giving false or incomplete personal data when registering.

Let me explain what actually happened in detail:

I often use VPN as many casinos sites are blocked in Norway (it's a protectionistic policy towards national gaming company; Norsk Tipping).

When completing registration in Goldexcasino, my country of residence auto switched from Norway to Switzerland (surely due to VPN).

Luckily I noticed this immediately. I directly wrote an email to Goldexcasino support, explaining my country of residence in my profile was wrong, asked them to switch it back from Switzerland to Norway and attached my ID and my proof of address.

I like to double up everything is in order, and I then went to livechat and explained my country of residence was set to Switzerland while correct was Norway. Support agent asked how this happened and I explained about my VPN. I then switched off VPN and informed support agent it was switched off and asked my profile was corrected.

Support agent asked me to upload ID and proof of address in my profile. Which I immediately did.

Support agent confirmed and assured he had forwarded to correct department who would edit my profile. No need to worry he said.

ONLY THEN did I proceed to play.

Notably, almost a day had passed after I both contacted live support and email support, verifying ID and address and requested they adjust the error in country of residence in my profile, before making the 5th deposit to Goldexcasino. The deposit from which I won 1400 euro.

The email (screenshot attached) in which I verify ID and adress and ask them to set the country of residence in my profile right, is still unanswered.

I hope I explained this thoroughly.

Attached is screenshot of email to goldex casino support directly after registering, my profile settings in Goldexcasino (country of residence still not edited by casino), and full chat with live support from today. Attachments from live hat will be in separate post as system won't allow that many.

Best

I also found the live chat conversation I made after registering my account. See attachments.

Best regards Barbra ****

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Thank you Tomas♥️

Dear Kromsjukaa,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Goldex Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Goldex Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the blocking of the player's account and the confiscation of their winnings? Your detailed response will be instrumental in ensuring a fair and transparent resolution.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Good morning,

The funds were confiscated up to the total amount of the player’s deposits due to the fact that, during registration, the player provided incorrect information in their profile — specifically, an incorrect country of residence. This constitutes a serious violation of our policy:

https://www.goldexcasino.com/terms-and-conditions

Clause 11.13: "In case of necessity to verify Gambler’s identity prior to processing payouts, the withdrawal can be held up to 72 hours. In case of providing false personal data the Casino reserves the right to cancel all bets and winnings as well as terminate user's account. The player will be informed thereof by email."

We have refunded the full amount of all deposits made by the player to the balance, and these funds are ready to be processed for refund.

Kind regards,

Goldex Casino Team

Hi Goldexcasino and casino guru/kubo.

". In case of providing false personal data the Casino reserves the right to cancel all bets and winnings as well as terminate user's account. The player will be informed thereof by email.""

As is documented by proof above, beyond debate, no false personal data were provided.

An error occured during registration and my country of residence switched from Norway to Switzerland as I clicked to complete registration.

If you Goldexcasino representative, would take the time to thoroughly read this complaint thread, or any of my recent emails to Goldexcasino, you would be aware, that I immediately emailed support@goldexcasino, informing about the error that occured, and requested that you edited this error in my profile. Attached in this email was my proof of ID, and my proof of address (Norway). Only casino can edit address in player profile.

Thereafter I contacted livechat and explained also to them that an error occured during registration and asked it was corrected in my profile.

As requested by livechat agent, I also uploaded proof of ID, and proof of address (Norway).

So to claim I have given false personal data, after doing all in my power to inform about and requesting this error is corrected, is at best Goldexcasino not reading their emails, reviewing screenshots of email- and livechat proof in this thread, or conscious effort to abuse this error for financial gain, in a fraudulent intent. Certainly not a casino operating in good faith, as I, the player, have demonstrated that I was.

If, Goldexcasino, your intent is to abuse this rule of providing false personal data, in cases where any obvious error happens, and which in my case is documented by email and livechat proof that my intent was to give only correct data (which I also did, by informing immediately about error, verifying correct data, and requesting data was corrected by all means available to me), if your intent is to entrap players if any obvious error occurs, and particularly when immediately notified by player him or herself, informing, verifying, and asking error is corrected, then any objective evaluation of such activity, would be you are not a good faith actor, and fraudulent in nature.

And I am of the opinion that if this is the case, then no matter the outcome of my case in particular, it needs to be shone a light upon and duly informed to gaming community in general.

And I am of the distinct opinion that it would be misleading that such a bad faith actor displays a score of high safety index.

Unless you have misunderstood the situation and would like to take the opportunity now to study this thread and the screenshot proofs that this is not a case of providing false personal data, but a case of an error occuring in which I as a player, informed immediately, provided all documents to verify both ID and address, and asked by both methods available to me, that error was corrected.

This BEFORE playing.

Attaching again email sent to support immediately after registering with goldexcasino

Kromsjukaa

Dear Goldex Casino,

Could you please clarify what specific unfair advantage or wrongdoing the player committed that led to her winnings being voided? Based on the information available, the player contacted your customer support to request a correction to her country of residence in her profile, as it had been entered incorrectly. However, instead of receiving assistance, her account was blocked and her winnings were voided. This outcome does not appear fair given the circumstances described.

If you have any additional details to share, please send them to me at jakub.m@casino.guru.

Thank you for your cooperation.

Dear Goldex Casino. Please respond to Kubo/Casino.gurus latest post in the thread.

I have thoroughly documented that I did not give any false personal data, and did all in my power to fix an error that occured during registration.

I hope, that if your intentions is to run a fair casino as a good faith actor, you will agree to this, after seeing evidence I have presented, restore my winnings, and restore faith in Goldex Casino as a good faith actor casino.

Best

Kromsjukaa

We’ve shared a detailed explanation and all relevant information with Kubo via email for review. We appreciate your attention and remain available for any further discussion through the ongoing thread.

I would be happy to allow for any information, details, accusations or other to be shared in this public thread.

It is MY money you have taken. And I am certain I have NOT done anything worthy of criticism or penalty, during registration, or play.

I have done all I could to alert of the error during registration, and verified to the best of my ability. And in good time for Goldexcasino to have all my personal details, fully verified, before playing.

I have then bet my money and won. Let us be very clear; had I lost my money, you would have never refunded my deposits because of this error during registration.

So from you're perspective, what you are doing is with fraudulent intent; If I lose, you keep my money. If I win, you take my winnings and refund my deposits. IF, I am resourceful and go to lengths, as I have, claiming my right. Otherwise you keep all my money either way.

IF, your detailed explanation to Kubo means you have alternate reasons for taking my money, than the reason given to me, and shared in this thread, it would be a strange understanding of right and wrong to punish your players, by taking their funds, and not giving the customer the reason for doing so. Or to give evidence to counter such a claim/accusations.

If this is the case, and you have given alternate reasons for your actions to casino.guru/ made alternate accusations about me to casino.guru, I expect casino.guru will allow me to know which alternate crime you accuse me of, and provide evidence against such a claim.

I have requested casino.gurus help in this matter and respect and expect them to be a neutral negotiator and mediator, and concluding on evidence presented by both parties to all parties.

Until this complaint case is concluded, I will respect this process and casino.gurus assistance.

But IF, at the end of this process, the conclusion is that you have "defrauded" me of me winnings due to an error during registration (an error in your system), which I luckily saw, informed about, and in good faith verified immediately to correct, then I WILL make sure such "criminal" methods are widely known throughout gaming community.

And IF you "defraud" me based on alternate accusations, fictitious or at least not revealed to me, the player, then I will make sure this practice is also shared amongst gaming community in general, via player posts.

I have seen many "Thieves and Scam artists" during my time as a player, in live and online casino, poker etc. And to me that is a principal to stand up against.

More so for the principal and for gaming in general to be safe and secure for all players, than for the money in the specific case.

There is a basic principal gaming should be, and mostly is, run by. It's kind of obvious. If the player loses, casino gets his money. If player wins, he/she gets casinos money.

Unless casino or player breaks any rules to gain an unfair or bad faith advantage towards the other.

That is not the case here.

I registered, made sure I had given all correct info, I played and I won. Breaking no known terms. Playing in good faith.

.

To try to abuse a rule about giving "false personal data" to "justify" taking my money,because of what is obviously, and well documented, an error during registration, even after all personal data is immediately given and documented, is NOT the actions of a trustworthy casino!

Id like to add to all info given, that I the same weekend I opened account, made 5 deposits in Goldexcasino and won 1400 in the end, I also opened account in slotmafia.com.

Also in slotmafia.com casino I had several deposits, played, and lost all.

I recently became aware that also this account was closed by casino at the same time as my account in Goldexcasino was closed.

It appears to me that slotmafia.com is a sister casino with Goldexcasino, with shared ownership.

And it seems unlikely that the error that happened when I registered in Goldexcasino where their system autoswitched my country of residence upon completing registration, from Norway to Switzerland, also happened during registration in slotmafia.com. Without my noticing.

So, as both casinos, with same owners, closed my accounts simultaneously, with no reason given (until weeks later after opening this complaint for Goldexcasinos part).

It seems more likely, all considered, that I am, for some reason, not a wanted customer, and that the claim that I had given false or incomplete data as reason for closure, (which I had not) is a fabricated one, in lack of a reason with basis in terms.

Which they did not have.

And if they were to argue that they don't need a reason to close my players accounts, then obviously such a reason would not look very good in a public thread and would not allow them to take my winnings.

I'm awaiting casino.gurus response in the thread. I'm sure you guys are busy, but hope that we are able to see a development next week🌹

Also to inform: I have withdrawn 260 euro from my Goldexcasino account,the amount left after Goldexcasino removed my win from my account (deposits only).

As this complaint process is taking time, I can't afford to have them tied up any longer.

Obviously, and of course, this in no way means I accept having my fair winnings, 1140 euro, taken from me, and hope for a development in this case next week.

Kromsjukaa

Dear Kromsjukaa,

Thank you for your patience, and I apologize for the delay in getting back to you.

Just for your information - regarding the casino’s explanation, it doesn’t seem to include any new or essential details that would influence the next steps in the resolution process. To help us move forward, could you please let me know when you first noticed that the country in your profile was entered incorrectly? I’d also appreciate it if you could share how long after your registration you reached out to the casino’s support team, and whether this happened before or after you began playing.

Thank you for your cooperation.

Hi Kubo and thank you for your response.

I'd like to answer your questions in detail, as some details may have passed you by in my many posts in the thread.

First of all, I did not enter my country of residence incorrectly. I correctly filled in NORWAY.

But on completing registration, it instaswitched/autoswitched to Switzerland.

I'm pretty certain this happened due to Goldexcasinos system/software reacted to my VPN which is usually set to Switzerland. This due to Norwegian government blocking online casinos in a protectionistic police towards Norsk Tipping, the National, state-owned gaming company.

As to WHEN I noticed, it was IMMEDIATELY. As it happened, the instant my account was created.

As to WHEN I contacted Goldexcasino, INFORMING on the error, and VERIFYING ID with passport, and ADDRESS with bank statement, I did it directly after registering account, noticing the error that occured.

The email to support@goldexcasino was sent within a couple minutes. BEFORE making deposit, and obviously BEFORE playing. At all.

I THEN made first deposit, but shortly after, as I like to make absolutely certain, I ALSO opened livechat, explaining also to live agent what occured. He asked me to upload my documents, which I immediately did, and assured me everything would be fixed.

All this is documented with screenshots previously in this thread.

I THEN went on to play and lose my first deposit.

I made 3 more deposits which I also lost.

On my 5th deposit, almost a day after registering, emailing them about error, contacting livechat, and THEN starting play, I won the amount of 1400 euro and requested withdrawal.

The next morning my account was disabled, and for the next ten days there was no reply to my first email, or the emails I sent the following week.

ONLY AFTER you opened the complaint case, I received an email that I could log into my account and withdraw my funds.

My account was then opened again. The email did NOT SAY anything about that they had removed all my net winnings and that only my total deposits of 260 euro was left. 1140 euros missing.

OBVIOUSLY, had you not opened the complaint case, they would not be content taking only my winnings. At no point before this, was there any response to my communication.

I am OF COURSE far from OK with receiving my deposits back. Most times I play, I lose, so if I, the few times I actually win, am defrauded my winnings, I am taking part in not only an expensive hobby with a long term significant loss expectancy, but a SCAM by a business with a clear criminal intents, and NOT a trustworthy and safe good faith actor within gaming.

Hope this clears up all your questions Kubo. This is all documented previously in the thread, but I'm at your service if you need anything🌹.

Best

Barbra

Additional:

I suspect goldexcasino intends to disable my account when my balance is withdrawn, so I have screenshot from transactions history, which documents I made first deposit 2 minutes after emailing about registration error, verifying ID and ADDRESS.

Email and transaction history attached.

Dear Kromsjukaa,

Thank you for your clarification and for thoroughly explaining the timeline of events. I greatly appreciate it.

Dear Goldex Casino,

Given the circumstances - specifically, that the player informed your customer support about the incorrectly set country during registration and clearly expressed the intention to correct this information before engaging in gameplay - I trust you will agree that treating this matter as an attempt to mislead the casino by providing false information is not appropriate.

Even after submitting her documents and receiving confirmation from your support team that the issue had been escalated to the relevant department, the player continued to demonstrate transparency and a willingness to rectify the error. In this context, it is irrelevant whether the incorrect country selection resulted from a mistake by the player during registration or a system-level issue, as the player suggests. What matters is that she acted promptly and in good faith to correct it.

Therefore, the confiscation of the player’s winnings and the closure of her account do not appear justified. From our perspective, the winnings should be paid in full. I kindly ask you to reconsider your decision, as under these circumstances, doing so is the only reasonable course of action that aligns with a pro-player approach and ensures the necessary level of fairness.

Thank you for your consideration. I look forward to your response.

Thank you for outlining your view of the situation in detail. We have carefully reviewed your position and taken it into consideration when reassessing the case. As a result, the previously confiscated funds have now been restored to the player’s balance.

Thank you very much Kubo and Casino.guru♥️. You are an invaluable agent of fairness and security in the community of gaming. And you share your resources and time generously.

I sincerely and deeply appreciate the work you put into my situation and the part you play in securing fairness for all players and casinos.

In the end, thanks to Goldexcasino for resolving this situation in the fair and just manner.

Kromsjukaa

Again a humble thanks to Kubo and casino.guru.

And to goldexcasino for correct decision.

That said, I ask that the case remain open until withdrawal is processed by casino. It's now on fifth day pending, which I find a bit unusual.

Best regards

Kromsjukaa

Dear Kubo.

It seems I may need your continued assistance. After leaving my withdrawal request pending for 6 days, which I believe is very unusual, today it was cancelled, following an email requesting a selfie outside my residence, with house number showing. See screenshot.

In Norway, not all houses show number. The house in which I rent, doesn't.

To be clear, my account is fully verified, and ID, proof of address, selfie, and proof of payment is uploaded a long time ago.

Goldexcasino, is it maybe time to stop now?

If you need another selfie, I will send it. Need some text on a sheet of paper? Name it, and I will send it.

Keep it indoors please as my health is not great.

Kromsjukaa

Goldexcasino rejects all my withdrawal requests, and requests a selfie I'm unable to provide. In front of residence with house number, passport and elbow visible🫣.

I have emailed and spoken to live chat for days,explaining my house does not have a number plate on it.

I have asked them to request another type selfie if necessary, although my account is fully verified.

No response. And any withdrawal request is rejected following an email requesting this selfie I'm unable to provide.

The whole situation is getting absurd and appears to be some kind of punishment for not accepting that they took my winnings.

After now months fighting for my win, which should be in my account days after I won it, I'm getting very tired of this neverending story.

I highly appreciate casino.gurus assistance, Kubo specifically. And had really hoped this was resolved a week ago when money was reinstated to my account.

However it's not.

I was set on moving on from this experience, but it doesn't end.

Goldexcasino, do you really want your customers to read that this is how they can expect to be treated if they win in your casino?

Kromsjukaa

Dear Kromsjukaa,

Please note that taking a selfie in front of your household is a standard additional procedure for verifying an address.

To proceed further, I strongly recommend following the casino’s instructions and submitting the requested selfie. The missing house number is not an issue at this stage; we will address it with the casino representatives once the selfie has been provided.

Kindly let me know once you have submitted the photo, or alternatively, you may forward it to my email at jakub.m@casino.guru.

Dear Kubo.

I have both contacted Goldexcasino by email and livechat and explained I will provide any selfie they need, as long as it's possible.

They have not responded to my info that there is no number plate on the house I live in.

I will proceed to take this photo in front of my house tomorrow, but there will not be a house number visible. I will email you the photo Kubo.

Kromsjukaa

I have uploaded photo in front of my house with passport and sheet of paper saying Hi Goldexcasino, date, my name and my address.

Additionally I have uploaded photo in front of neighbour house showing passport, same sheet of paper, and street name attached to the house. This last one or casinos request. It's 11 days since my funds were reinstated to my account and casino informs me that this verification may take some time. Be patient and check back with them at a later time.

Kromsjukaa

Dear Goldex Casino,

Could you please provide an update on the current situation? Have you received the photo from the player and had a chance to review it?

Thank you.

Case is resolved. Withdrawal is received in full.

Thank you very much again Kubo♥️

Dear Kromsjukaa,

I’m pleased to hear that your issue has been successfully resolved. I’ll go ahead and mark the complaint as "resolved" in our system.

Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!

We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here). An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.

Thank you in advance for your support in helping us enhance our services!

Best regards,

Kubo