GoralBet Casino - Player's withdrawal gets delayed and restricted.

Hi. I play in this casino, and made several deposits, I have a few winnings and request a withdrawal of 2000 euros, maximum I can request by day,following the terms and conditions.They didn't,t allowed me to do that,before I complete the verification.

After 24 hours received an email that my account was fully verified.

So ,after that ,I request 2000 euros withdrawal, and just in case, I send an email to support with a screenshot of my Mastercard debit card and also the Iban from the card account,because they didn't,t ask for that,and just in case ,to avoid future delays with my withdrawal process.

Also is referred in t&c, that withdrawals with value superior than 1000 euros , has a timeframe of 7 days processing time.

So ,after 5 days, I received a very strange email that after a security review,my withdrawal was cancelled and I only able to withdraw 500 euros a week?

This is normal?

I will send a screenshot from the last email I received from the casino.

Note- the livechat doesn't work ,and seems no liveagents in this casino.

Best regards

Vitor O*******

Dear Bufalo42,

Thank you very much for submitting your complaint.

I’m sorry to hear about the difficulties you’ve encountered with your withdrawal at the casino. In order to gain a clearer understanding and assist you more effectively, we would appreciate it if you could provide further details on the following points:

• Could you confirm if the casino provided any specific reason for reducing the withdrawal limit to 500 euros per week after initially accepting your 2,000 euros withdrawal request?
• You mentioned that the verification was completed successfully—was there any additional request for documentation or clarification after this process?
• Did the casino explain whether this reduction to 500 euros per week was a temporary measure or part of a larger policy change? Was this mentioned anywhere in their terms and conditions?

In addition, we noticed the following information in the casino's terms and conditions regarding withdrawal limits:

8.8 LIMITATIONS: The maximum withdrawal amount processed to any player is €2,000 per day, €5,000 per week, and €10,000 per month. Withdrawals exceeding €1,000 may take up to 7 days to process, as per the terms and conditions.

It’s important to confirm whether the weekly €500 limit they imposed on your account aligns with these terms or if it’s an exceptional case.

If possible, please forward the screenshot of the email you received from the casino, as well as any other relevant correspondence, to petronela.k@casino.guru. This will help us gather a complete picture of your case and move forward with the investigation.

Your cooperation is essential for us to resolve this issue. Without your input and the necessary documents, we won’t be able to proceed with the case or find a solution for you.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hi! I didn't, have absolutely no information from the casino.

The livechat doesn't,t work, went there more than 10 times in different days and hours and never had a single answer.

The casino just cancelled my withdrawal and sent the email regarding a security review and that,s it.

I checked the T&C, and I din,t see nothing to support that decision to withdraw 500 week.

After that, also requested a 500 euros withdrawal,and have 1500 euros balance, and try to play and I ,ve been blocked to play my balance, received a message in the website,saying that I am not allowed to gambling.

Still Don,t have a clue what,s going on and send an email asking what,s the problem and didn't,t have any answer.

Already send a few screenshots to your email.

Best regards

Vitor O********

Thank you very much, Bufalo42, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi. I want to know what happened with my case, sent an email to casino and after 48 hours didn't have any answer.

Once again,nobody working in livechat.

I want to provide more information to casino guru, but it seems that is a ghost casino, and I start thinking that I was scammed.

I request a withdrawal of 500 euros 2 days ago, following what casino allow me, in T&C says that should be processed within 72 hours.

Still not able to play, my balance is frozen and the only thing I can do is login in the casino website.

Dear Bufalo42,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

As GoralBet Casino has not yet registered a representative account on our platform, they won’t be able to respond directly to this thread. However, I’ve already contacted the casino representative through external channels and am currently awaiting their response.

I’ll keep you updated on any developments as soon as I hear back from them.

Thank you for your understanding and patience.

Best Regards,

Kubo

Thanks.I elt you know if I have any updates from the casino.

Best regards

Vitor O****

Update, already passed more than 72 hours, and my withdrawal of 500 euros not processed.

Still no livechat and already passed a few days and didn't,t have any answer from the costumer support about this issue, it seems that nobody is working here.

Hi,more than a week after request a withdrawal of 500 euros and nothing. Keep.sending emails and no answer.

Any updates from your side?

Best regards

Vitor oliveira

Dear Bufalo42,

I’m sorry to report that I don’t have any updates yet, as I’m still waiting for a response from the casino. I’ve just contacted the casino representative again, given that the response timer is nearing its second period.

I’ll keep you posted as soon as I hear back.

Thank you for your understanding and patience.

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.

Dear Bufalo42,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.

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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Curaçao Antillephone N.V. Licensing Authority and submitting a complaint by sending a summary of your issue to complaints@gaminglicences.com. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Kubo

Hello Everyone,

I’m reopening this case to officially mark the complaint as 'resolved' based on the information I received from the player via email. I’m pleased to report that, despite the casino's upcoming closure, they successfully fulfilled their obligation by paying the player's balance in full after the requested documents were submitted.

Dear Bufalo42,

Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!

We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here).

An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.

Thank you in advance for your support in helping us enhance our services!

Best Regards,

Kubo