Goldenbet Casino - Player's account is closed.

I was allowed to deposit £2000 no issues but when I tried to withdraw I was blocked and they took my withdrawal and refunded me my last deposit and closed my account.

If it wasn’t for me trying to make a withdrawal I would of been allowed to continue depositing and losing money forever but as soon as I try to take some of my money back my account is closed.

As I am sure you understand, my overall experience has been extremely frustrating, and I am after a reasonable and fair response from Goldenbet.

I would like all my deposits returning or my withdrawal of £900 issued to me.

Dear 8sbwmxvtgr,

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. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• Was your account verified?

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

Best regards,

Kristina

Dear 8sbwmxvtgr,

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.

Could you please advise which games you focused on - slots, live casino, sports betting, etc.?

Slots

Did you accumulate your winnings with or without an active bonus?

I had no active bonus I do not play with bonuses.

Was your account verified?

My account was verified but my account was closed immediately after I attempted the withdrawal.

Thank you very much for your reply, 8sbwmxvtgr. Have you received any clear explanation regarding this situation? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you very much, 8sbwmxvtgr, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, 8sbwmxvtgr,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. However, please note we can discuss only disputed (confiscated) winnings here if the last deposit was left in your account. If your previous deposits were lost by playing, they were simply lost. No casino would refund any lost deposits. In addition, considering the email from the casino, your account does not seem to be closed/blocked.

Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear Goldenbet Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the disputed winnings been confiscated? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

If there is still the user's last deposit in the casino account - what does the user need to do to withdraw it?

Thank you in advance for providing the information.

Once the withdrawal is completed the account will be closed down completely it says in the email.

I withdrew the 116 and then my account was closed but I don’t feel this is acceptable I should have my full withdrawal of 900 not the 116

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.

Dear 8sbwmxvtgr,

I was informed that the casino has established direct communication with you.

Can you please confirm the casino has already contacted you and provide me with an update and the complete communication that took place?

Just to confirm I have not been contacted by the casino regarding this complaint

Thank you for the update, 8sbwmxvtgr.

There is one contact from the casino who contacted me back but without any relevant details. Therefore, a while ago, I tried to contact them via email once again, and I am extending the timer by an extra few days for the casino. However, please note if they do not contact me back or provide me with relevant information until the current timer expires, the complaint will be closed in accordance with the warning in my previous post directed to the casino.

Thank you for your patience and understanding.

Dear 8sbwmxvtgr,

Unfortunately, since we have not received any further response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option on how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by (Curaçao eGaming (CEG)) and submit a complaint directly to the regulator. You can find more about their complaint process HERE, and an article about submitting a complaint generally HERE.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru