Goldenbet Casino - Player's withdrawal has been delayed for a month.

I first tried to make a withdrawal of 3514.87 euros via crypto, which they denied 5 times and responded that I had to make a SEPA transfer. This was on October 11.

So, I made a SEPA transfer via IBAN, which later became a "success."

Then I wrote to their customer service after a few days that I had not received any money yet, and they replied that I should continue to wait, and if the money did not arrive in my account, it would bounce back to my casino account.

So I continued to wait, and after about 14 days, I wrote again and got a response that the transfer was successful on their end, and they sent a "proof" receipt that the money had been sent from them. I have been in contact with them for the past four weeks, and they keep saying that they have sent the money and that they cannot do anything more and that I need to contact my bank. I have contacted my bank three times, and they have confirmed that no money has been received by them or by me.

Dear Ambala,

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.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me the communication between you and the casino regarding the issue? My email is tomas@casino.guru

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,

Tomas

Hi Tomas,

thank you for your fast response!

No, I have not made any withdrawals from them before.

Yes, everything on the KYC verification is verified.

No, the money does not come from any bonus.

Absolutely, I will send screenshots to your email!

Thank you very much, Ambala, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Goldenbet Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello again, thank you very much for your time and commitment.

I really hope this gets resolved.

And tell me if it is something I can do

Dear Ambala,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Goldenbet Casino representative to join this conversation and participate in resolving this complaint.

Dear Goldenbet Casino,

Could you comment on this?

Thank you in advance for providing the information.

Yes sure, do whatever you think works to get my money out!

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. 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 can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru