Goldbet Casino - Pelaajan tili on suljettu ja voitot takavarikoitu.

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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 Zseraldina,

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.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise if you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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 M.

ADDITIONAL EVIDENCE FOR KARLA:

Dear Karla, I want to add one shocking piece of evidence. Before blocking me completely, "Anna" from their support instructed me via email to make a deposit into my "main account". When I replied and asked them to specify what "main account" they were talking about, they immediately marked my ticket as "Solved" and refused to answer. This proves they have no proof of any duplicate account, and they were just trying to trick me into depositing more money before banning me.

Dear Zseraldina,

Thank you very much for providing these additional details.

Since you confirmed that another account was registered from the same household/IP address, I would like to clarify a few additional points:

• Does the other account belong to another person who has completed KYC verification using their own personal documents and details?
• Have you and the owner of the other account ever shared the same device to access Goldbet Casino? In other words, has the other person ever logged into their Goldbet account using the same phone, tablet, computer, or other device that you have used to access your own Goldbet account?

Thank you very much in advance for your clarification.

Karla M.

Dear Karla,

Thank you for your response. I would like to clarify the points you mentioned:

The account that successfully passed the KYC verification belongs to me, using my own personal documents and details.

No one else has logged into their account from my device. Only my own account has been accessed from this phone/device.

Thank you for your help, and please let me know if you need any further information.

Best regards,

Zseraldina

Dear Zseraldina,

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, Michal V, (michal.v@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

Hello Zseraldina,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I would like to request the presence of a representative from the casino in this conversation.

Dear Goldbet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

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.