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Account blocked and withdrawal confiscated due to alleged duplicate accounts

Casino: Goldbet Casino

Complaint:

I would like to file a complaint regarding my account being blocked and my withdrawal being withheld.

The casino claims that I have "duplicate accounts", which is not true. I have only ever used one account.

I believe this is a misunderstanding caused by shared internet usage. I am currently living in shared accommodation (similar to a dormitory), where more than 10 people are using the same WiFi network. Because of this, multiple users share the same IP address.

The casino has not provided any clear or specific evidence to support their accusation. They have simply blocked my account and refused to process my withdrawal.

I am fully willing to complete any verification process and provide:

Government-issued ID

Selfie verification

Proof of residence

I have already contacted the casino support, but the issue has not been resolved and I have not received proper justification for their decision.

I kindly ask Casino Guru to review my case and assist in resolving this issue, as I believe my winnings are being unfairly withheld.

Thank you for your help.

Important notice:

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Dear kaljuhin,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Casino Guru Team,

Thank you for your response.

However, my case is not related to a standard withdrawal delay. My account has been suddenly blocked, and I received a notification that my withdrawal has failed. This situation is not normal and raises serious concerns.

Additionally, the casino has claimed that I have duplicate accounts. I strongly deny this accusation, as I have only created and used one account. I kindly ask the casino to provide clear evidence supporting this claim.

At the moment, I have no access to my account, and my withdrawal has not been processed. Therefore, this cannot be treated as a regular delay due to processing times or high withdrawal volume.

I am fully willing to cooperate and provide any necessary KYC documents to verify my identity and resolve this issue as quickly as possible.

I kindly ask you to review my case more carefully and assist in obtaining a clear explanation from the casino regarding:

- the reason for blocking my account,

- the cancellation of my withdrawal,

- and the current status of my funds.

I would appreciate your assistance in resolving this matter, as I believe this situation requires further investigation.

Thank you in advance for your support.

Best regards, 

Kaljuhin

Dear kaljuhin,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear kaljuhin,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru