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Hello, I can't withdraw 5,000 UAH. Verification is taking a while, saying +/- 30 seconds. Then they sent me an email saying it would take 24 hours. After 24 hours, they said it would take 1-3 days. I sent the documents on the morning of May 10, 2026. Screenshots are attached.

Здравствуйте, не могу вывести средства 5000 UAH, затягивают верификацию, написано +-30сек,затем прислали письмо 24часа,по истечению 24часов прислали, что нужно 1-3дня. Документы отослала утром 10.05.2026. Скриншоты прилагаю

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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.

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Dear Kasa,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

1. 7

Hello, I'd like to point out right away that I'm from Ukraine, and I'm in France because I used a VPN to access your website, and my documents are Ukrainian. However, please note the time intervals, which range from 30 seconds to 1-3 days, suggest they're deliberately delaying verification and withdrawal. I've provided the necessary documents and emailed them a duplicate. I find this unacceptable.

Здравствуйте, хочу сразу сказать, что я из Украины, Франция потому что использовала vpn для входа на Ваш сайт, документы украинские. Но я Вас прошу обратить на временные промежутки, которые скачат от 30сек до 1-3дня,что говорит о намеренно затягивании верификации и выводе. Нужные документы передала и продублировала им на почту. Я считаю это неприемлемым.

Hello, I'm attaching a fresh screenshot from support (Agent Sofia). Now they claim the issue has been forwarded to their technical department, and again, they're not giving any specific timeframe. This is the third explanation for the delay in the last few days. The casino is clearly dragging its feet on the verification process and breaking all of its previous promises to me. I'm asking for an intermediary to intervene, as the situation hasn't changed since May 10th.

Здравствуйте, добовляю свежий скриншот от поддержки (агент София). Теперь они заявляют, что вопрос передан в тех отдел, и снова не называют никаких конкретных сроков. Это уже третья версия причин задержки за последние несколько дней. Казино уже явно затягивает процесс верификации нарушает все свои предыдущие обещания, данные мне ранее. Прошу посредника вмешаться, т к ситуация не меняется с 10мая.

Update: After I provided the casino with the complaint number on your portal, support responded immediately (literally within a minute). They requested my ID for a "prompt resolution." I submitted the information and am awaiting the results. It seems the matter only moved forward thanks to this post here.

Обновление: После того как я предоставила казино номер жалобы на Вашем портале, поддержка ответила мгновенно(буквально минута). Они запросили мой ID для "оперативного решения вопроса". Я отправила данные жду результат. Похоже дело сдвинулось с мёртвой точки только благодаря публикации здесь

Dear Kasa,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

An update on my case. Hello. I'd like to draw your attention to the timeline of their deception. On May 17th, customer support rejected my automatic verification due to a difference in the layout of my name, but they assured me it wasn't a problem and asked me to send photos of my documents by email (I'm attaching a screenshot). I immediately sent everything in high quality. But as soon as they received my files, the casino immediately blocked my account under clause 3.3 (allegedly for a duplicate account)! However, the casino's customer support is acting completely incompetent and contradicting itself: 1. In the official letter, the operator, Sofia, addressed me under a completely false name: "Hi Web." This proves either a serious technical glitch in their system, or that they intentionally confused my information with someone else's. 2. Just a couple of days ago, already in the "blocked for duplicate" status, I received an email from the casino's marketing department offering a bonus to my registered email. And in this letter, they address me by my real name! This official letter completely refutes their own ban and proves that my account is the only one that exists. The casino simply used the pretext of a re-verification to trick me into submitting documents, and then made false accusations to avoid paying my 5,000 hryvnias. I've attached screenshots of all the contradictory letters. Please help me force them to conduct a manual verification and return my funds.

Обновление по моему делу. Здравствуйте. Хочу обратить внимание на хронология их обмана. 17 мая служба поддержки отклонила мою автоматическую верификацию из-за разницы в раскладке имени, но заверили меня, что это не проблема, и попросили прислать фотографии документов на почту (скриншот прилогаю).   Я сразу же отправила всё в максимальном качестве. Но как только они получили мои файлы, казино мгновенно заблокировал мой аккаунт по пункту 3.3 (якобы за дубликат счета)!     Однако служба поддержки казино действует абсолютно некомпитентно и противоречит сама себе:  1. В официальном письме оператор София обратилась ко мне под совершенно чужим именем: "Hi Web". Это доказывает грубейший технический сбой в их системе, либо то, что они намеренно перепутали мои данные с чужими.  2. Всего пару дней назад, уже находясь в статусе " заблокирована за дубликат", я получила от маркетингового отдела казино письмо с предложением бонуса на мою зарегестрированную почту. И в этом письме они обращаются ко мне по моему Настоящему имени!     Это официальное письмо полностью опровергает их собственный бан и доказывает, что мой аккаунт существует в единственном экземпляре. Казино просто использовал предлог повторной проверки, чтобы выманить документы, а затем выставил фальшиво обвинение, чтобы не выплачивать мои 5000грн. Я прикрепила скриншоты всех противоречивые писем.    Пожалуйста, помогите мне заставить их провести ручную проверку и вернуть мои средства. 

Dear Kasa, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

Dear Kasa,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Carla, You left your email address in your previous message, and I've sent a reply to it. Thank you for your questions! I'd like to provide the most accurate and honest timeline possible: 1. Were any withdrawals successful? No, this was my first attempt at withdrawing funds from this platform. 2. Did I pass KYC verification? No. The process was deliberately delayed starting on May 10th. After I emailed them the documents on May 17th, as requested by support, they immediately blocked my account under clause 3.3 (allegedly a duplicate). 3. Was this winning with or without the bonus? Initially, I won with a no-deposit bonus and fully met all the wagering requirements. After that, in accordance with the casino's rules for activating the payment method, I deposited real money into my account, played a little on top of it, and formed a final balance for withdrawal. 4. Was this casino play or sports betting? I played exclusively casino games (slots). There were no sports bets. 5. Correspondence with the casino: I have already sent you all screenshots of the correspondence, including the fake ban addressed to "Hi Web" and the subsequent email with the bonus addressed to my real name. My login is in the Kasa system. Please accept these clarifications. I have complied with all bonus wagering requirements, made a real deposit, and emailed them the documents (at their request). Therefore, I demand a fair payment of my 5,000 UAH. Thank you!

Уважаемая Карла, Вы в предыдущем обращении оставили почту, я на неё отправила ответ. Спасибо за Ваши вопросы! Хочу предоставить максимально точную и честную хронология событий:  1. Были ли успешные снятия? Нет, это моя самая первая попытка вывести средства на этой площадке.    2. Прошла ли я верификацию в KYC? Нет. Процесс намеренно затягивали с 10 мая. После того как 17 мая я по требованию поддержки отправила документы им на почту, аккаунт сразу заблокировали по п. 3.3 (якобы дубликат).    3. Выигрыш с бонусом или без? Изначально я выиграла средства с бездепозитного бонуса и полностью выполнила все условия его отыгрыша(вейджер). После этого согласно правилам самого казино для активации платёжного метода, я внесла на счёт реальный депозит, немного поиграла сверху и сформировала итоговый баланс к выводу.   4. Игра в казино или ставки на спорт? Я играла исключительно в казино(слоты). Ставок на спорт не было.    5. Переписка с казино: Всё скриншоты переписки, включая фальшивый бан на имя "Hi Web" и последующее письмо с бонусом на на моё настоящее имя, я уже отправила Вам ранее.                            Мой логин в системе Kasa.             Пожалуйста, примите эти уточнения. Я выполнила все правила отыгрыша бонуса, внесла реальный депозит и переслала документы им на почту(по их просьбе). Поэтому требую честной выплаты моих 5 000грн.   Спасибо! 

Dear Kasa,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora, (barbora.p@casino.guru)

. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Goldbet Casino representative to join this conversation.

Dear Goldbet Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello, Barbora! It's a pleasure to meet you. I really hope my issue can be resolved quickly. Thank you.

Здравствуйте, Барбора! Очень приятно познакомиться. Очень надеюсь на скорейшее решение моего вопроса. Спасибо

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Kasa,

Unfortunately, we must inform you that, due to Goldbet Casino's established "No Reaction Policy," we are unable to continue mediating this complaint and must close it as "unresolved."

Goldbet Casino has repeatedly failed to respond to our attempts to resolve player complaints. Despite previous efforts to establish communication through multiple channels, the casino has not cooperated with our Complaint Resolution Center.

We understand this is not the outcome you were hoping for. However, unresolved complaints negatively affect the casino's overall rating and may encourage the operator to improve its approach in the future.

Based on our experience, we recommend exercising caution when dealing with this casino.

Should the casino decide to cooperate in the future, this complaint can be reopened at any time, and we will gladly resume our mediation efforts.

We sincerely regret that we could not be of more assistance.

Best regards,

Barbora