The player from Brazil had participated in a tournament with a 200-euro prize, paying a 295-euro entrance fee. The casino did not count their bets or update the scoreboard, and did not respond to chat or email inquiries. No winners were announced, which led the player to believe the casino was cheating. The Complaints Team reviewed the case and found that the player did not meet the qualifications for the tournament, as the highest bet placed was 25 BRL, below the required minimum of 117 BRL. Consequently, the complaint was rejected as unjustified.
GoralBet Casino - Player disputes tournament outcomes and unresponsive support.
Amount: €200
GoralBet Casino
Safety Index:Fresh casinoSafety Index
We use the Fresh casino rating to identify new casinos, for which it's too early to see how they treat their players. We give this rating to casinos that are relatively new on the market, have low revenues, and not many player complaints.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 month ago
Public
Public
3 months ago
Translation
I participated in a tournament with a 200-euro prize for the first place, and they required a 295 entrance fee. However, the casino did not count my bets. I tried several times to send messages in the chat, but they did not respond. I waited so long that they disabled the chat due to inactivity. I also sent an email, but received no reply. I asked about the tournament rules and did not get any response. I made several bets, and the scoreboard did not update. The tournament ended, and no one was awarded a prize. The casino does not provide a list of winners or points, meaning they are cheating the players.
Automatic translation:
Public
Public
3 months ago
Hello guimajo,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with GoralBet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? What kind of games were you playing during the tournament? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Public
Public
3 months ago
Translation
Hi. My account hasn't been verified yet, as it was created on the same day I took part in the tournament, but the tournament in question didn't have any restrictions on that. As for the games, most of my bets were on Aviator and a few others on Gates Of Olympus. I haven't had any direct contact with the casino's support, because, as I mentioned, they don't reply to me. I would also like to say that no detailed rules have been established for this tournament.
Automatic translation:
Public
Public
3 months ago
Translation
Here are some photos showing that I made the deposit and entered the contest, as well as some of the bets I placed.
Automatic translation:
Public
Public
3 months ago
Thank you guimajo for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Public
Public
3 months ago
Hello guimajo,
I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.
We would like to invite GoralBet Casino to join the conversation.
Dear GoralBet Casino,
Could you kindly share the results of the tournament with us? How are the players notified regarding the winners of any prizes? Furthermore, could you explain why the player was unable to reach your support team?
Public
Public
2 months 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.
Public
Public
2 months ago
Thank you for all the provided information and evidence, GoralBet Casino.
Dear guimajo,
Unfortunately, after gathering all the necessary information and evidence, we are rejecting this complaint as unjustified. You have not met the qualifications for the tournament due to not satisfying all participation requirements. According to the tournament guidelines, a minimum bet of 117.00 BRL is necessary for qualification. The highest bet you placed was 25 BRL, which does not meet the criteria for tournament winnings. I strongly advise you to read and familiarize yourself with the rules regarding bonuses and tournaments to avoid similar situations in the future.
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, and we will try our best to help.
Best regards,
Michal
Casino Guru
