Goldenbet Casino - Player's winning bet rejected due to technical issue.

Hi,

I was playing the Monopoly Live wheel game at Goldenbet and encountered something I haven't had happen before at any casino. I placed a bet of £200 on segment '2' and some smaller bets of £25 each on 10, 2 Rolls and 4 Rolls segments respectively ('rolls' are bonus games if you're unfamiliar with this particular game), totalling £275.

My bets were rejected after the winning segment was landed and announced by the host. The wheel landed on '2' and I would've won £600 but instead my stakes were just returned.

I messaged Evolution Gaming via the in-game 'Live Support' function the next day and have screenshots of this conversation. The person I spoke to said there were 'technical irregularities' with the game and gave me a reference number for their investigation. I have followed up with them again today and they said their investigation is now closed and my casino should contact me about this.

I have reached out to Goldenbet multiple times since this happened via their live chat function on their website and they kept telling me someone would contact me. I reached out again today and they have lied to me in an email by saying there were no technical issues with the game despite Evolution Gaming confirming that there were. They did not even quote Evolution Gaming's reference number. I have emailed Goldenbet stating they are being untruthful and requested they forward me Evolution Gaming's response but they have not replied and it feels like they are just being dishonest because they don't want to refund me. I have Googled instances of similar situations and typically when Evolution Gaming acknowledge, from analysing their system logs, that there has been a technical error the player is refunded by the casino for the amount they should have won. This is why I am requesting £400 as this is the difference between the winnings and bet that was returned to me (£600-£200).

I would appreciate your assistance with this as this casino are unlicensed and perhaps think they are exempt from telling the truth and acting ethically. I have screenshots and transcripts should you require these.

Hello Gamblur,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Goldenbet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you create any evidence that you have bet on the winnings numbers? If yes, can you please forward it and the communication with Evolution Gaming to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Dear Gamblur,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

The complaint was reopened based on the player's request.

Dear Gamblur,

Can you please advise if there's been any update in your case since?

Hi Nick,

No, unfortunately Goldenbet either ignore my emails or, when I attempt to contact them via their Live Support function, they claim they are awaiting information from the game provider which is what they have been claiming for the past month.

Dear Gamblur,

Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

Dear Gamblur,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.