Goldenbet Casino - Player complaints about false advertising and withdrawal problems.

Fales advertisement, If there is only a set win spin of 100,000, then why are games still stated as their original max win. I have spent thousands on this site due to the potential of getting a max win, however to just find out that their is a win spin cap on the site i feel mislead into spending thousands on this false information.

Not to mention the fact that i was denied withdrawal due to a processing withdrawal so my money was trapped and was unable to move it.

I also encountered a technical glitch in which my bet was rejected on a live casino table and my balance was wiped. Had the same thing happen on Mystake.com however they were able to work quickly and adjust my balance back to the original amount. Goldenbet customer services need proof of the transactions history however on the site it will only show you so many transactions and therefore i was unable to attain that information. This was not the way it worked on Mystake, their site messed up and they dealt with it, Goldenbet customer services have made it my problem and unable to fix it.

Dear Mcgreggs,

Thank you very much for submitting your complaint.

I'm sorry to hear about the issues you've encountered while using the online casino services. Your feedback is valuable in helping us address and resolve these matters effectively.

To better understand your situation, could you please provide us with more details regarding the false advertisement you mentioned?

• Specifically, which games were affected, and where did you encounter the misleading information about the win spin cap?
• Regarding the denied withdrawal and the technical glitch during your live casino session, we'd appreciate it if you could provide any transaction IDs or additional information related to these incidents.

Understanding the context surrounding your experiences will enable us to investigate them thoroughly and work towards finding a resolution.

Additionally, if you agree, we can forward any relevant communication to petronela.k@casino.guru for further review.

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,

Petronela

Hi below I have attached a couple of items to help understand my current position.

i am unable to access my full transactions history log, as are the gambling company themselves, so any disputes are made final on that piece of data, but no one can access it ?

and second is just 1 of many examples of the false advertisement showing that on a €100 euro bet it is possible to ‘win up to 15,000x your bet’

Hi Mcgreggs,

I have checked the general terms and conditions, and this is what found (here):

The maximum amount that We shall be obliged to pay to You in respect of any single bet or spin, including any single bonus round or free spin, shall be limited to and in no event shall exceed the amount of 100 000 (one hundred thousand) EUR or equivalent (the "Maximum Win Limit"). The Maximum Win Limit does not include any Jackpot winnings. You acknowledge and agree that for certain gaming services Your approved staking level may mean that You may have the opportunity to win above the Maximum Win Limit. Also, the amount of the total winning, including the amount above the Maximum Win Limit, may be deposited on Your Account. You acknowledge and agree that we shall have the right to cut the amount above the Maximum Win Limit from Your Account and pay to You only the Maximum Win Limit.

• Could you kindly confirm if you have additional winnings that have not been paid out?
• Regarding the unpaid hands on the live casino table, could you please send any relevant communication or screenshots to petronela.k@casino.guru?

Please understand, that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you.

Dear Mcgreggs,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.