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Subject: Complaint against Goldbet – withheld winnings and unjustified account ban

Dear Casino Guru Team,

I would like to submit a complaint against Goldbet casino regarding withheld winnings and an unjustified account ban.

I deposited and played using only my own funds and did not use any bonuses. During normal gameplay, I won a total of 11,500 EUR. Out of this amount, 2,000 EUR was successfully withdrawn and paid to me.

After continuing to play and attempting to withdraw the remaining balance, my account was suddenly blocked.

The reason provided by the casino relates to a "multiple accounts" violation. However, the only other account involved belongs to my wife, who merely registered an account but never made any deposits, placed any bets, or completed verification. The account remained completely inactive.

Despite this, my account – which was fully verified and actively used – was blocked, and the remaining funds were withheld.

I would also like to highlight that the casino had already processed and approved a withdrawal of 2,000 EUR prior to the restriction, which indicates that my account had passed verification and compliance checks.

I have contacted the casino multiple times requesting a clear explanation and evidence of any rule violation, but I have either received generic responses or no response at all.

I believe this action is unjustified and that my remaining balance should be paid out.

I kindly ask for your assistance in resolving this matter.

Kind regards

Mindaugas

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did you create an account at this casino, and when exactly did your wife create her account?
• Has your wife played any games or activated any bonuses in her casino account? When was the last time she logged into her casino account?
• Have you and your wife both used the same device to access both of your accounts?

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

Best regards

Veronika

Dear Veronika,

Thank you for your response.

Here are the details you requested:

I created my account on February 27, 2026.

My wife created her account on March 5, 2026.

My wife did not make any deposits and did not actively use her account. She only logged in once, where she used 100 free spins at 0.01 EUR and did not continue playing afterward.

The last time she logged in was recently, only to check whether her account was also blocked. Her account remains active, while mine is blocked.

We used separate devices to access our accounts. I used my own phone, and my wife used her own phone.

At no point were multiple accounts used for playing, depositing, or gaining any unfair advantage.

Kind regards

Mindaugas

Hello Myndzius,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Myndzius,

Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy", we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino.

I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach. Regrettably, it seems to be a common practice of Goldbet Casino to ignore us completely in our attempts to mediate any kind of issue.

Please check all our previous failed attempts to negotiate. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Goldbet Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.