Golisimo Casino - Player's account has been closed and withdrawals cancelled.

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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 pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?
• Have you entered all of your personal information truthfully during the registration process?

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

Hello Attila,

Thank you for your response. I will answer your questions as accurately as possible:

Which games did I focus on? I mainly used [sports betting / slots / live casino – whichever is actually correct].

Did I pass verification before losing access to the account? No. The account was closed while the verification process was still ongoing. I submitted the requested verification documents, including my identification document and proof of address, but the account was subsequently closed.

Were the winnings accumulated with an active bonus? No, there was no active bonus involved.

Did I enter all personal information truthfully during registration? I provided my real identity details, but there were discrepancies in some account information, specifically my date of birth and address. I subsequently informed the casino about these discrepancies and provided the correct documents during the verification process.

The main issue I would like your help with is that I had withdrawals totaling approximately €770, which were initially confirmed by the casino as being processed. Later, the withdrawals were cancelled and my account was closed. I was subsequently given different explanations regarding the closure and the remaining balance.

I have screenshots of the relevant conversations and emails showing these statements and can provide them if needed.

Best regards,

[Redacted]

Hello Attila,

Ive been playing on sports betting.

Thank you for your reply. I’m sorry to say I don’t have good news. If your account was blocked after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.

After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with this or any other casino — we will do our best to assist.