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I have a problem with the casino because I received a bonus that was without a deposit, I rolled it over, I received it for money that was already like real money, not bonus money, because it was rolled over with this money, I won €250, it was in 2 payments, 2 withdrawals, in fact, the Casino took a really long time to verify my documents, in the end, the documents were verified, everything was fine, then I actually requested payment again and the payment was rejected, the account was blocked, according to them, I had a duplicate account, my details are not correct, but if my details were not correct, they automatically cannot accept or verify my documents, where everything was fine, I always made a deposit once, it was from an account that has both my name and surname and address according to the civil registration, completely everything, phone number, email address, they have absolutely no reason, they communicated with me at the beginning, but they just wrote me the same thing that I can't have an account, and somehow I didn't get any solution from them, and they also didn't provide me with any direct evidence why they created this situation, why do they think that I have the double account if they even came to that. They didn't respond to my last email at all, where I wrote that I would contact them and file a lawsuit against them, and they didn't respond to that at all.

Mám problém s kasínom pretože som dostala som bonus ktorý bol bez vkladu ten som pretočil dostala som na peniaze ktoré boli už ako skutočné peniaze čiže nie bonusové pretože boli pretočené s týmito peniazmi som vyhrala 250 € bolo to v 2 platbách 2 výberoch vlastne Casino mi strašne dlho overovalo doklady nakoniec boli doklady overené všetko bolo v poriadku potom som vlastne požiadala znova o platbu a platba bola zamietnutá konto zablokované podľa nich som mala duplicitný účet nie sú moje údaje správne ale keby moje údaje neboli správne tak mi automaticky nemôžu ani prijať ani overiť dokumenty kde bolo všetko v poriadku vždy som raz som robila vklad bolo to z účtu na ktorom sedí aj meno aj priezvisko aj adresa podľa občianskeho kompletne všetko telefónne číslo mailová adresa nemajú absolútne žiadny dôvod komunikovali so mnou na začiatku ale vkuse mi písali len to isté že nemôžem mať účet a nejako som sa nedostala k nejakému riešeniu voči mne z jej strany a takisto mi z ich strany nebol poskytnutý ani žiadny priamy dôkaz prečo to vyhotovili túto situáciu prečo si myslia že mám ten dvojitý účet a k tomu vobec prisli. Na posledný mail mi vôbec nereagovali už kde som napísala že sa obrátim že podám na nich žalobu a na to už mi nereagovali vôbec.

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Hello,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

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,

Tomas