Goldenbet Casino - Player’s winnings have been confiscated.

Hi I opened an account with golden bet did all verifications which was successful. Deposited £150 and had the 1st time bonus deposit included I wagered x30 and was able to withdraw my winnings off £6280 but for some reason instead of saying sepa it says system withdraw but no sepa next to it. I spoke to somebody on live chat they said its successful and have to wait up till 3 days. I went back on chat later to clarify and the other person said I'm only getting £120 because of violation of my account but didn't say why? And when I asked why they said they don't have that information! I don't have any duplicate accounts with them. But I did have an account with them in the past but it was closed. I don't have no clue what's going on will I get my funds

Lawsy040

Dear lawisherexxx,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs and I found this:

Any returns, winnings or bonuses which the Player has gained or accrued during such time as the duplicate Account was active may be reclaimed by Us, and Players undertake to return to Us on demand any such funds which have been withdrawn from the duplicate Account.

Please understand that creating multiple accounts is prohibited by most online casinos and it doesn't matter if the old account was closed or not, the new one is still considered a duplicate.

• Could you please clarify why your first account was closed?
• Have you tried opening the old account before registering the new one?
• Did you discuss the opening of another account with the casino?

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi the first account was fully closed because I felt at the time I was spending to much so decided at that time to close it. I couldnt reopen my old account as it was fully disabled. I opened the new account as I knew I couldn't use my old account. Didn't think it was a problem as they fully verified my account and didn't notify me there was a problem.

Thank you for your reply, lawisherexxx. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please estimate when was your old account closed and the new one created?
• Do you currently have access to your second account?
• Do I understand correctly that the casino didn't explain why were your winnings confiscated? 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.

Hi I can't remember exactly when the old account was closed but I would say 2-3 months ago. Yes I can access the new account still. They have not really explained why just sent me an email which I will forward onto you

Please note that the casino accused you of breaching this term (General T&Cs):

9.       USE OF PLAYER ACCOUNT

Only one Account is allowed per person, household or IP address.

Creating multiple Player Accounts by a single Player can lead to termination of all such Accounts. The Player shall not provide access to their Player Account or allow using the Website to any third party including but not limited to minors.

Any returns, winnings or bonuses which the Player has gained or accrued during such time as the duplicate Account was active may be reclaimed by Us, and Players undertake to return to Us on demand any such funds which have been withdrawn from the duplicate Account.

The Website can only be used for personal purposes and shall not be used for any type of commercial profit.

Considering, that you didn't discuss with the casino the option to reopen your old account, you activated bonus(es) on your second account and your previous account was only closed a few weeks ago, I am afraid that the casino confiscated your winnings in compliance with their General T&Cs and there is nothing we can do. If you disagree with our standpoint, you can always contact the licensing authority, but I don't think their opinion will be different.

I can only recommend that you always create only one account in each casino to avoid a similar situation in the future.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.