Goldbet Casino - general discussion (page 8)

Dear Support,

I am not disputing your decision to keep my account restricted.

However, according to Section 8.5 of your Terms and Conditions, a player whose account has been closed, blocked, or suspended may request withdrawal of any remaining balance.

I have repeatedly asked about the status of my account funds, but my questions have not been answered.

Therefore, please provide a clear written response to the following:

What is the current balance of my account?

Are the funds available for withdrawal?

If the funds have been withheld, confiscated, or restricted, please identify the exact Terms and Conditions clause authorizing such action.

If you allege fraud, duplicate account activity, or any other breach, please confirm whether my balance has been permanently forfeited and on what contractual basis.

If I do not receive a direct response regarding the status of my funds, I will consider escalating the matter to the relevant licensing and dispute-resolution authorities.

Kind regards

swagl47

Your request makes sense: even if the account remains blocked, you still need a clear explanation of what has happened to the remaining funds. However, the clause you mention would need to be read alongside any provisions the casino relies on to withhold them.

Just to clarify, this is Casino Guru’s forum, so we cannot access your Goldbet account or answer on the casino’s behalf.

How much money was left in the account, when was it restricted, and what reason did Goldbet give? Also, were the winnings from casino games or sports betting? If you have their response explaining the restriction, please share it with your personal details hidden. That would help us understand the dispute and what assistance may be possible.

Thank you for your response.

. Goldbet stated that the account was restricted because „3.3 Your account with the Website must be registered in your own and correct name. Only one account per person, per household / address, per phone number / email, and per IP address is allowed. Any other accounts that are opened on the Website will be considered as 'Duplicate Accounts.' You must not attempt to open a Duplicate Account, including by providing false or alternative credentials. 3.4 We reserve the right to cancel bets, reject bonuses of any kind, cancel participation in any promotion, as well as permanently ban any customer from the bonus / promotion program of the Website at our sole and absolute discretion in case you opened Duplicate Account. The Company reserves the right to apply some or all above measures or not apply some of measures against Duplicate Accounts in particular cases at its sole and absolute discretion."

The funds were 15.000 PLN I have also received a response from Goldbet regarding the restriction, which I can provide with my personal information redacted.

Please let me know if you need any other information or documentation to assess the case.

KYC was postive

winnings was from my funds not bonus

The clauses you quoted show that Goldbet is relying on its duplicate-account rules, but they don’t explain what specifically linked your account to another one or what has happened to the 15,000 PLN.

Successful KYC and playing without a bonus are relevant details, although neither alone settles a duplicate-account allegation. Have you ever registered another Goldbet account, or could someone in your household also have an account there? Sharing an internet connection alone wouldn’t establish that you personally operated both accounts.

Please share the response you mentioned with your personal information hidden, particularly any explanation beyond the quoted rules.

One point is still unclear: were these winnings from casino games or sports betting? Saying they came from your own funds confirms that no bonus was involved, but we still need to clarify the type of play to understand what assistance we can offer.

have never registered or operated any other Goldbet account. This was my only account, and no one else used my internet connection to access Goldbet or operate an account.

The winnings came from casino games and were made entirely with my own funds. I did not use any bonus or promotional funds.

I would therefore appreciate it if you could clarify what specifically caused my account to be linked to another account and provide any evidence or explanation supporting the duplicate-account allegation. I would also like to know what has happened to my 15,000 PLN in winnings and on what basis Goldbet is withholding these funds.

sorry for my bad english i hope u understand

Your English is understandable, so no need to apologise. You’ve now clarified that this was your only account and that the 15,000 PLN came from casino games played without a bonus.

We cannot see what triggered Goldbet’s duplicate-account allegation or access the evidence behind it. Quoting the rules alone doesn’t explain how they apply to your account or what happened to your balance.

I recommend submitting a complaint through our Complaint Resolution Center so our team can assess the dispute. Include the casino’s response you mentioned, as it may contain details relevant to their decision. We cannot guarantee recovery of the funds, but your case deserves a closer look rather than drawing a conclusion from the quoted clauses alone.

Hello.

Also Goldbet casino.

I registered on the site about 1 year ago, and I kept receiving emails about bonuses!

I was traveling this summer and again received a very small bonus, 5 Euros.

I started playing and I won.

He didn't allow or request KYC.

I wanted to withdraw the amount, they asked for a deposit of 10 Euros.

Without further ado, the money arrived, and I requested payment again.

He asked for a KYC.

They sat on it for 1 week, then they closed my account citing 3.3, I didn't receive the payment.

I already filed a complaint here, on Casino Guru, it was closed, Goldbet is not responding to anything.

Anjuan cannot be complained about, their seal is not on the site, so what should I do now? 221.56 Euros

I have a prize, I played while waiting for KYC, they let me play, and I won a little more than the original amount.

How can I send a complaint to Anjuan if the license seal is not displayed on the site?

I saw that a rather large sum was paid to an English gentleman after he turned to Anjuan, but I can't find the way.

I remember your case, and unfortunately your complaint with us was closed as unresolved because Goldbet did not cooperate with our Complaints Team.

Regarding Anjouan, I would be careful here. I wasn't able to verify from reliable current information that Goldbet.io has an active Anjouan licence or that there is an official complaint channel there that clearly applies to your case.

So I would not want to send you to an authority blindly just because the casino or another player mentioned Anjouan.

If Goldbet claims to operate under an Anjouan licence, the most useful next step would be to ask them for the exact licence number and the official regulator link connected to that licence. If they cannot provide that information, that is relevant in itself.

For now, keep all your evidence from the unresolved complaint, including the account closure message, the duplicate-account allegation, your KYC history, and the balance information. If you find an official licence number or regulator link from Goldbet, post it here and we can check whether it is genuine and whether that regulator actually accepts player complaints.

Hi.

Could you provide me with an independent ADR?

I’d like to give it a try—maybe I can get my money back.

Yes, in this case there now seems to be a more concrete route you can try.

Goldbet’s current Terms state that if a formal complaint is not resolved within 30 days, the next step should be an independent ADR provider approved by Anjouan Gaming.

Anjouan Gaming currently lists EGIS ADR, Axion ADR, iGaming ADR and CADRE B.V. as approved providers. However, I would not simply choose one at random, because Goldbet should have a specific ADR provider designated for its licence.

So I would send Goldbet a formal email to support@goldbet.io, and asking them to confirm which ADR provider is designated for their licence.

Thank you for your guidance regarding submitting this complaint to the proper Alternative Dispute Resolution (ADR) provider.

I am writing to provide an update on my efforts to follow this required path for my account (player-166396, €221.56 balance) at Goldbet.io. Unfortunately, I have hit a deliberate brick wall created by the operator and the licensing authority:

Refusal to Disclose ADR: I have directly demanded the exact name and contact details of Goldbet's officially designated ADR provider. Instead of providing this mandatory information, Goldbet has repeatedly responded with automated, irrelevant "duplicate account" templates, completely dodging the question.

KYC & Bad Faith Tactic: Furthermore, Goldbet allowed me to deposit and play for 8–9 days during a delayed KYC process, only to invent the "duplicate account" claim the moment a withdrawal/balance recovery was requested.

Unresponsive Licensing Authority: I have also submitted formal inquiries to the Anjouan Gaming licensing authority regarding the mandatory ADR, but they have failed to provide any response.

Since Goldbet is actively blocking my ability to identify and access their designated ADR through their silence and evasion, I kindly ask for your mediation assistance to break this deadlock. How should I proceed when the operator refuses to cooperate with basic regulatory disclosures?

Thank you for your time and continued support.

Best regards,

Teréz Varga

Hello. Thank you for all this information. From what other players have shared with us, this is one of the weakest points of the official ADR list. If the casino won’t tell you which ADR service handles its disputes, it makes the situation much more complicated.

I would suggest contacting the licensing authority directly and submitting a formal complaint explaining that you cannot identify the appropriate ADR service for this operator.

The confusing part is that the authority publishes a list of ADR services without showing which operators each service covers.

Unfortunately, we don’t have those specific details available either. 😐