The player from Brazil had reported a delayed payout of 1000 BRL from the casino, which had been pending for over 15 days. Despite having closed his account in hopes of receiving his pending withdrawal, the casino did not pay. The player's account had been fully verified, and he had used real money to accumulate his winnings. After our team intervened and contacted the casino, the player finally received his money through a crypto method after a month. The issue had thus been successfully resolved.
Goldenbet Casino - Player's withdrawal is delayed and account closed.
Amount: 1,000 R$
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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10 months ago
Hi. This casino is delaying my payment for more than 15 days, always saying that I will receive a email, but they never send. My account is verified and they keep delaying. The insane that the value is very small (just 1000 brl). The chat assistance is ridiculous, because every day they say the same, never help really. I discover the email by myself, and they keep telling the same in email too, just wait without any explanation (screenshots proving). Then I try to close my account, to maybe receive the pending withdrawal. They close but not pay me
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10 months ago
Hello marceloderiz,
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 since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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10 months ago
The last time is today. It's about close my account, but paying my pending withdrawal first. But they close my account and didn't pay. Now i cant even login anymore. They said the same, that i have to wait an answers by e-mail. I never use bonus, only real money. My account is fully verified even before I request the first withdrawal (day 11 december). It was verified 5 December.
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10 months ago
Thank you marceloderiz for all the information provided so far. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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10 months ago
Hello marceloderiz,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Goldenbet Casino to join the conversation and participate in the resolution of this complaint.
Dear Goldenbet Casino,
Could you please explain why the player hasn't received their payment yet? If their account has been closed, when can they expect to receive the payment?
Thank you.
Kind regards,
Tomas
Casino.Guru
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10 months ago
Hi. After many tries , and after a month I received my money by crypto method. You can close the complaint please. Thanks
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10 months ago
Dear marceloderiz,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
