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I registered an account at Goldbet04.com and received a welcome bonus. I completed all wagering requirements successfully, and the bonus balance was converted into real money.

After that, I continued playing normally and also made an additional deposit of 500 UAH in order to verify my payment card and complete KYC verification. My verification was approved successfully.

When I requested a withdrawal, my payment was rejected and shortly after my account was blocked.

The casino later referred to "duplicate account" rules, but I had only one account and did not intentionally violate any rules. I was never warned before, and my account remained active during bonus wagering and KYC verification.

Currently, 3500 UAH remains locked on my account.

I contacted support multiple times, but they either ignore my messages or provide only generic responses without explaining the exact reason for the block or providing evidence.

I request:

- a manual review of my case,

- a clear explanation of the alleged violation,

- and withdrawal of my remaining balance.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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 Wizzle001,

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 fully understand the situation.

• 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 let me know which documents you have provided for verification?
• Could you please advise how long you were a player at the casino and when exactly your account was blocked?

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

Best regards,

Jean

1. No, nobody from my family or anyone using the same IP address has created an account at this casino. I only had one account, which belonged to me personally.

2. For verification, I provided the requested documents, including my identification document and proof of address/payment method.

3. I had been playing at this casino for [ several months]. My account was blocked on [06.05.2026].

I would also like to clarify that I live in Ukraine, not in the United Kingdom. However, I was unable to change or select Ukraine on the website because Ukraine was not available in the list of countries. 

In order to access and use the website, I had to use a VPN.

Thank you very much for your reply,  Wizzle001. Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear Wizzle001,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru