Goldbet Casino - Pelaajan talletus on viivästynyt.

The casino does not credit the deposit after providing all the documents. The last one was a video recording from the computer screen as I showed the transaction in the bank's personal account. In the end, they were not satisfied with this, although they initially told me to do so. Now they ask to do it on the phone, but I told them that the application of this bank is not in PlayMarket or AppStore. They claim the opposite. I can say with 100% certainty that they are lying and this application is not on the appstore or playmarket. I have an iPhone and this application is missing. They are deliberately not solving the issue and do not want to credit my deposit

Dear englevaaa,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Goldbet.gg Casino.

• When exactly did you make a deposit, and what payment method did you use?
• Do I understand correctly that the casino requires you to provide a recording from your banking app to confirm the deposit?
• Have you provided them with the bank statements?
• Was it your first deposit in this casino?
• Could you please forward any relevant communications with the casino and your payment provider to natalia.b@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible.

Looking forward to hearing from you. 

Best regards, 

Natalia

1. The deposit was made on March 31, 2025
2. That's right, I already provided them with the video and did everything as they asked
3. Yes, I have previously provided a bank statement.
4. Yes

Thank you very much for your reply, englevaaa. What payment method did you use?

Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

I provided you with everything I had by email. I wrote many times in live chat and to the email of this casino so that they would respond to the complaint. As you can see, they prefer to ignore

Technical support knows about the complaint and ignores it. The project does not want to respond to it and credit my deposit

Dear englevaaa, I'm sorry but I haven't received anything from you yet. Have you already forwarded the communication between you and the casino? If yes, could you please try again? My email is natalia.b@casino.guru. Thank you.

I don't have any screenshots. What do you want from me?

Dear englevaaa, I asked you to specify what payment method you used and to forward all the relevant communication between you and the casino to my email natalia.b@casino.guru.

You responded that you had provided me with everything you had. I haven't received any emails from you.

All requested information is essential if we wish to proceed with the case. Please, try to assist. Thank you in advance.

check email

Dear englevaaa, thank you for the email. Could you please send me (to natalia.b@casino.guru) the bank statement for the dates from March 31 until today, with your deposit to the casino shown in the statement. Thank you in advance for your cooperation.

No. I stated the reason in the letter.

нет. Я указал причину в письме

After 10 days, a letter arrived. 2 options and you can choose one of them. The first option is to record a video from your phone, where I do all this through the application. I told them that this application is not in the appstore due to sanctions. The second option is to go from a PC and so that the name of the site and certificate are visible. The video shows all this, the site is official. I can provide a video and a link to the site so that you can see for yourself. On June 16, I provided such a video and they were not satisfied with it for unknown reasons.

They still ask me to provide a video. The video I provided earlier did not satisfy them. They did not give a reason. They ask me to provide a new video, but they ignore the fact that my account is closed and it will not be possible to make a new video

Dear englevaaa, please send the bank statement and the screen recording, which you previously provided to the casino, to my email address natalia.b@casino.guru.

Additionally, we still need your communication with the casino. Thank you.

why can't you contact them for 15 days? They ignore me and can't explain anything properly. I tell them that a complaint has been filed against your casino and send them a link. After that, my chat is closed. They don't care about me or you, since they haven't responded here for 15 days. Maybe it's time to think about lowering their rating? Because they got my money. I provided them with all the documents and evidence. They claim that they did not receive funds from me. When I asked why you did not show me a single proof from your recipient. They told me that this is confidential information. Please contact them and demand proof from them. At this point, I consider them to be scammers. They ignore any contact with you and do not want to prove anything, although I know perfectly well that they have no evidence and they are blatantly lying to me. I am not obliged to take their word for it.

Dear englevaaa, I'm sorry, but as we have not received the requested documents, such as a bank statement or evidence of your communication with the casino, despite several reminders, we are unfortunately unable to proceed with the investigation. Without this essential information, we cannot verify your claim or take further steps.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.