Goldenbet Casino - Player’s withdrawal has been blocked due to alleged violations.

 1. I did not violate any points; this is my personal account, and I went through verification via a video that I sent them in an email.

  2. In the email I received, it was stated that I violated points 9 and 10, but now they say I violated points 10, 11, and 12.

  3. I am not being given access to my account so that I can at least get my money back.

  4. I am not getting any responses, and the only reply I receive is that I have lost my account with the money.

  5. I am trying to contact technical support to resolve this conflict, but no one is responding. I can provide all the necessary information, but no one is answering.

Dear KATKATER,

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 if you breached any of the listed terms?
• Did you accumulate your winnings with or without an active bonus?

Additionally, if there is any other relevant 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

Dear @casino.guru team,

No, I did not violate any rules, there were no violations on my part.

No, I played without bonuses or free bets, there were no active bonuses.

I do not have more screenshots of the dialogue with this casino because I did not suspect that I could be blocked, so I did not need to save any records. I contacted the chat 5-6 times, but each time I left without an answer. The provided screenshots show one of the dialogues; I did not save the others because I did not think I would not be helped.

Thank you very much, KATKATER, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you KATKATER for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Goldenbet Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and winnings confiscated.

Thank you!

They sent this to me and said that they linked my account to another account. I didn't even have a chance to respond before the dispute was closed. I talked to my friend, a programmer, who said that there aren't that many user agent options. Out of 1000 accounts, 900 will have the same one. After that, they claimed that I am from the same country as the account I was linked to, which is the UK. According to Goldenbet, there are only 5-10 players in the UK!???? That is also incorrect. They showed me the same IP which I don't even recognize. My IP, from which I played and always use, is only 185.241.228.116. I registered on this forum and am writing this complaint from this IP. I absolutely do not understand why they are doing this. They just decided to take my $360.

Here is the second screenshot. They sent two, showing an account that I don't recognize. This is not my account, and in the second screenshot that I just sent, you can see my account.

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.

THE BEST CASINO !!! )))))) I think everything is clear here, they just don’t want to give me my money

Dear KATKATER, I was in contact with the casino representative and was given the following explanation:

Same IP / device and gameplay as other user. 

Account closed according to T&C p.9 and 10. User can not withdraw any funds since he already made withdrawal more than deposit amount, the user deposited 180$ and made withdrawal of 675$. So he is in profit. 

Have you maybe used to play in this casino in the past and may have forgotten about it? Let us know!

Dear KATKATER,

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.

We’ve reopened this complaint at the request of KATKATER. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Personally, I have not played in this casino before, never in my life, and I have no idea what account we are talking about, but when they say that if I have already won and that is why I will not receive any more money, it is funny

dr GoldenBet give me my money and close my account please

GOLDENBET??????????

Dear KATKATER, I have requested additional evidence from the casino and will keep you updated about any further developments. Thank you for your patience during this time!

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.

They will not pay, they refuse to pay money, referring to the fact that I have already won something

Dear KATKATER, I was in contact with the casino representative but they weren't able to provide me with the evidence of multiple accounts. Due to that reason, I am forced to close this complaint as unresolved due to insufficient evidence. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I am sorry we could not be of more help on this occasion.

Best regards,

Peter