Goldex Casino - Player’s winnings are confiscated by the casino.

Hello,

I played at Goldex Casino and won a total of $11,242.11. I also requested additional withdrawals of $1,800 and $300, which was then cancelled for no reason. Despite meeting all requirements, the casino has refused to pay my winnings.

They repeatedly asked me for new documents, which I provided every time. Instead of approving the withdrawal, they confiscated all of my winnings and removed the money from my account balance.

I did not use any bonus. These winnings came from my own deposited money.

My total confiscated winnings: $13,342.11.

The casino gave no valid reason for seizing my money.

I believe this is unfair and abusive behavior. I am asking you to review my case and assist me in recovering my legitimate winnings from Goldex Casino.

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.

• Have you learned the reason why your winnings were confiscated?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Have you made any successful withdrawals from the casino in the past?
• Could you please share with me your communication between you and the casino regarding the confiscation? Send emails or chat transcripts to my email at [email protected], 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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Hi,

thank you for helping. No I haven’t learned any reason but I kept telling them to process my withdrawal . I wrote few emails to them but no one gets back to me it’s has been 5 days now.

I only play live games: blackjack and baccarat.

No, the last time I made a withdrawal they confiscated my winnings because they said I bet more money using the bonus. Since then I avoided using bonuses. Now they have closed my account🙁( I am really saddd. I really needed this money. Below is also a deposit I made of $844.

i have all the KYC documents I sent them in case you need them.

Thanks for your reply and for sharing the information.

Do I understand correctly that the casino confiscated your winnings after they refused to accept your verification documents?

Were the documents you provided to the casino with the same personal information (address, name, etc.) as the information you put in your player's profile when registering an account?

Please let me know.

Yes Eveything is in my name . I am a permanent resident .. I sent them my IDs and my photo holding drivers licence . But they kept rejecting them with no proper reason until they blocked my account. And now no longer replies to me. I think they are a scam and they should be exposed.

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

Dear Pascalbiko,

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 confiscation of the player's winnings? A detailed response will help us ensure a transparent and fair review of the situation.

Thank you in advance for your cooperation.

Best regards,

Kubo

Hello Kubo and Pascalbiko,

Thank you for your patience while we reviewed this case in detail.

We’d like to clarify that there was no confiscation of winnings on the player’s account. All the necessary explanations, along with the supporting documents, have been sent directly to Kubo for review.

We appreciate your understanding and are ready to provide any additional information if needed to help clarify the situation further.

Dear Goldex Casino,

Thank you for providing evidence regarding this matter and for your cooperation throughout this process.

Dear Pascalbiko,

After carefully reviewing the game log provided by the casino, we found no indication of any balance confiscation. Instead, the records confirm that your funds were played through in the course of regular gameplay.

Given these findings, there is nothing to dispute, and we are unfortunately unable to assist you further. As a result, we must reject your complaint.

I understand this may not be the outcome you were hoping for, and I’m sorry we could not provide a more favorable resolution. Please remember that if you experience issues with this or any other casino in the future, you are always welcome to reach out to our Complaint Resolution Center for assistance.

Best Regards,

Kubo