The player from Germany experienced account deactivation at Goldex Casino after only a few spins, despite submitting all required KYC documents. The casino requests additional bank statements without explanation, and customer support has ceased responding to his emails. He seeks assistance in either releasing his €50 credit balance or receiving a clear explanation for the blockage.
Goldex Casino - Player's account is closed with pending withdrawal.
Resolved
Our verdict
Case closed
Amount: €50
Goldex Casino
Safety Index 7.8 Above averageCase summary
Discussion
Public
Public
yesterday
Translation
I made a deposit at Goldex Casino via bank transfer and then only played a few spins (approximately 3 spins). My account was then deactivated without warning before I could make a withdrawal.
I have already submitted all the required KYC documents:
ID card
Bank card
Bank statement (PDF)
Proof of deposit via online banking
Despite this, the casino is requesting further bank statements without clearly explaining why they are necessary. At the same time, customer support is no longer responding to my emails.
I request assistance in clarifying the case and either:
the release of my credit balance (€50)
or
a clear and comprehensible explanation for the account blocking and the refused payment.
Automatic translation:
Public
Public
11 hours 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.
Public
Public
11 hours ago
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.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you accumulate your winnings with or without an active bonus?
- Could you please advise whether you have submitted the bank statement requested by the casino?
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,
Attila
Public
Public
7 hours ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Sash2021,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Attila
