The player from Austria attempted to withdraw his winnings, but instead, the casino removed them from his account, only returning his last deposit of €200. Despite questioning the casino, the player remains unanswered as to why his winnings were confiscated.
Goldenbet Casino - Player's winnings have been confiscated.
Amount: €2,050
Goldenbet Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Good day.
Recently I bought a few bonus games with real money at this casino (Goldenbet) and then redeemed them one after the other. At first things didn't go so well, but then I was very lucky in the game "Sweet Bonanza" where I won about €1650. In total I then had €2250 with the other small winnings. I wanted to pay them out, but the application was declined.
The bad thing is that the application was not only rejected, but 2050€ were simply withdrawn and I was only given back the last deposit of 200€.
Questions as to why my winnings were confiscated go unanswered and I just can't let it go.
I am aware that casinos are not legally required to provide accurate information about such decisions, however it is of great concern that this is being exploited as soon as one makes a major win, it seems.
my trust in this casino and the operators has dropped a lot and I hope for an explanation about this decision!
Simon B***
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Dear Simonb92,
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. Do I understand correctly that you accumulated these winnings with bonus features? Could you please clarify in which games you bought bonus games except for Sweet Bonanza?
Additionally, if there is any existing communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
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
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1 year ago
Dear Simonb92,
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.
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1 year ago
Translation
Thank you for taking my case.
Inspired by a YouTube channel, I bought various bonus games with real money and then redeemed them one after the other afterwards. I am aware that this is forbidden with bonus credit, which is why I took extra care not to have any active bonus credit while making these bonus purchases.
I don't remember all the games by heart, but besides winning Sweet Bonanza there were: Money Train 2/3, Frutz, Gates of Olympus, Treasure Wild, Stack 'Em, Muertos Megaways, Gladiator legends (I think), Sugar Rush, Great Rhino Megaways and some more that I might research as I go along if needed.
However, the main profit came from the game "Sweet Bonanza" in which I had a profit of around €1600 with a stake of €160.
The casino has processed my request and refrains from explaining why.
Yours sincerely, Simon B***
Edited by a Casino Guru admin
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1 year ago
Thank you very much, Simonb92, for your cooperation. I will now transfer your complaint to my colleague Matej (matej@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.
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1 year ago
Hello Simonb92,
I am sorry to hear about your troubles.
I would like to invite the casino representative into the case:
Dear casino representative, could you please check the case and explain to us what happened?
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1 year ago
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.
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1 year ago
Dear Simonb92,
I regret to inform you that the casino is currently unresponsive.
In this circumstance, I would suggest reaching out to the licensing authority.
If you require assistance or are unsure of how to proceed, please do not hesitate to let me know, and I will be more than happy to assist you.
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1 year ago
Hello Simonb92,
Can you please confirm if you have submitted your complaint to the licensing authority?
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1 year ago
Translation
Hello, oh sorry I missed the notification-
I will file the complaint with the licensing authority as soon as possible, thanks for your support so far!
Automatic translation:
