Goldenbet Casino - Player's account has been closed.

Made an account on Friday and deposited 600 in a few separate payments (I tend to gamble this way - starting of small and it spiralling)Please see screenshot:

As you will be also able to see in the top right of this screenshot, I was doing quite well for myself for once. By the time I logged off to go to bed I couldn't believe i was finally getting a bit of luck, and has 1900, see second screenshot below:

I then started to get worried as I couldn't withdraw this money. My account wasn't yet verified and was 'pending' all the evidence so I was waiting for this to be accepted. Then out of nowhere this morning my account has been closed. I contacted support but they weren't very helpful and seemed to jist want to get me off the chat. I was offered a 200 pound 'take it or leave it' offer. I don't understand, surely I should be either refunded all the money I deposited or I should be given my winnings? Its obvious which I'd prefer, I just don't understand how they can close my account and offer me 200?

They made no effort to resolve or try to make sure I was satisfied or anything, just closed the chat and not responded to my email. Please help 🙁

Dear notidealreally,

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 Goldenbet 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

Hi Petronela,

Thank you for your help!

I had an account with goldenbet a few months ago which I asked to be closed down, when asked why I said personal reasons - I found I was losing more than winning so just wanted to remove myself from the account. To answer your second question I am on gamstop which is why I use goldenbet as it is marketed as a casino you can use that isn't on gamstop. I tried to log in using my old account details, but when this wouldn't work I made a new account, assuming the old account deleted months ago wouldn't have an impact. Note that when I had to sign up I had to give details such as my full name, phone number, address, bank details etc. and was able to deposit over 600 pounds without an issue.

I didn't use any of the new bonuses or anything like that for my bets, they didn't interest me. All my winnings came from live casino, I got lucky with some sidebets.

After I sent this initial request for help I once again got in touch with goldenbet via their live chat. I was told a now different reason for them taking the money from me, apparently I have violated terms and conditions but they refuse to tell me which ones when I ask. One minute it is because of responsible gambling policy, next I am violating terms of service apparently?....

My argument here is that I have done nothing wrong and should have access to the money which I won fair and square on the live casino. If their argument is that I shouldn't have been allowed to make an account and gamble, then at the very least I should be refunded the 600 I was allowed to deposit. It doesn't seem to make any sense to me that I was able to put 600 into an account I was never able to actually use and gamble and then not be entitled to it back.

I hope this makes sense and you can understand my points on view and frustrations on this matter. I have emailed goldenbet asking for details about what I have done wrong but have received no answer.

Thanks again for your help in this matter.

I just wanted to note again to make it clear - any old account I had with goldenbet will have been closed down for months and i have never used any of the promotions. I never at one time had two active accounts, the goldenbet terms and conditions state that one cannot 'Create more than one account in order to get advantage from casino promotions' which i havent done.

Thank you, notidealreally, for the clarification.

• Is there any chance that you saved the communication from when you requested your previous account to be blocked?
• Was it a request for a permanent closure or a specific period?
• Have you mentioned gambling problem back then?

I'm afraid i don't have initial communication as it Is done through their online chat service. But it was a request for a permanent closure due to personal reasons and I mentioned to the agent that I have problems gambling.

I do know that the account was initially verified on the 5th of May and then closed down a few days later after I'd lost a substantial amount of money. As I mentioned, I tried to log in with these details before I made the new account- it would not let me into the account.

As I requested the old account be deleted in May and could no longer access it, I no longer had an account with goldenbet and by creating the account in December I was not creating a duplicate account, and I didn't use this account for any bonuses or promotions - I simply won the money through blackjack. Additionally, when making my account in December I used the same details to same up and freely deposit over 600: first name, last name, birthday, address, mobile number and bank details.

Thank you very much, notidealreally, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear notidealreally,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the 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 are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear notidealreally,

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.

If you have any questions or need further assistance, please let me know.

Best regards, Jozef

jozef.k@casino.guru