Goldenbet Casino - Player’s account closed with no refund.

I joined this casino two days ago. I deposited £135 in total . With £300 in my account I was logged out and blocked. I was told I requested a closure which I didn’t, and I am permanently blocked. No winning or deposits will be refunded as verification was done afterwards. They only ask for verification if you want to withdraw so it doesn’t make sense at all. The only correspondence they received from me was me asking how long verification would take for withdrawal. I’m not even bothered about the winnings, they can keep it, but I do want the money I deposited, one or the other. I cannot allow this again, I’m sick of being ripped off by these casinos that take your money then close accounts with no real reason. They told me they’re sorry for this experience but I’ll be getting no money back. Awful

Dear Jaska,

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.

• Have you ever requested your account to be closed or suggested a gambling problem when communicating with the casino?
• Could you please advise if you have self-excluded yourself from any other casino in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I’ve only just joined the casino and have not had any correspondence with them prior to withdrawal request. However, I requested a closure of cosmobet which I now see is a sister site.

They were happy to take my deposits until I requested a withdrawal. I’m sick to my stomach of being ripped off. I’m requesting the deposits back and nothing else. They have continuously changed on why the account was closed, ie, I asked for closure, it’s a duplicate, they reserve the right etc… I’ve no doubt had I not tried to withdraw that I would have been allowed to keep depositing

They say I’ve violated their policy or something and said I can have my last deposit of £20 back, which I’m not happy with. They’ve accepted £135 in deposits and confiscated £300 in winnings, so how is £20 fair? As I said I just want the deposit money they accepted whilst they believed I was in breach of their terms. They would have accepted even more had I not wanted to withdraw

Thank you very much, Victory, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Goldenbet Casino to ignore us in our attempts to mediate any kind of issue. Regardless of some unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello Victory,

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.

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

Dear Goldenbet Casino,

Could you possibly provide additional information regarding the closed account and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Thankyou Michal, they’ve sent me an email saying I have a duplicate account, which I don’t. I’ve asked for proof, they say my claim is groundless. They have left £20 in the account, I can’t withdraw that because the minimum is £50. Horrible casino

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.

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear Victory,

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards,

Michal V, Casino.Guru