Goldbet Casino - Igrački račun je ograničen zbog nedostajućih sredstava.

I am submitting this complaint regarding approximately €1,850 that disappeared from my Goldbet account.

Over the last few months, I deposited approximately €1,000 in total. My last deposit was around €230. After playing, I won approximately €1,850 and attempted to withdraw my funds.

All of my withdrawal requests were declined. I tried several times with different withdrawal amounts, but every request was rejected.

Shortly after these withdrawal attempts, my account was restricted/blocked. Before this happened, I had already completed the casino's KYC verification process, including email verification, passport verification and a selfie with my passport.

I contacted support multiple times. In one email, Goldbet referred to my remaining balance of approximately €2,000 and informed me about the withdrawal procedure. Later, I received a message stating that the balance of my account was €0.

The casino has never provided a clear explanation of:

Why all withdrawal requests were declined.

Why my account was restricted.

What happened to the funds that were in my account.

Why they first referred to my remaining balance and later claimed the balance was zero.

I have evidence of:

Deposits made to the casino.

Declined withdrawal requests.

Completed KYC verification.

Email correspondence with Goldbet.

Messages referring to my remaining balance and later stating that my balance was €0.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Is there any chance that someone from your household or using the same IP also created an account at this casino?
• Did you accumulate your winnings with or without an active bonus?
• Have you entered all the information correctly during the registration process?

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

Thank you very much in advance for your reply.

Best regards,

Attila

Hello Attila,

Thank you for your response.

I mainly played live casino games, especially Crazy Time, sicbo, blackjack and similar live casino games.

No, nobody else in my household has an account at this casino and nobody uses the same IP address for gambling. I am the only person in my household who gambles and I only have one account.

My winnings were accumulated without any active bonus. I played with my own deposited funds and followed the casino rules.

Yes, all information provided during registration was correct. I successfully completed the KYC verification process, including email verification, passport verification and selfie verification.

After winning approximately €1,850, I submitted withdrawal requests. All withdrawal requests were declined. Shortly afterwards my account was restricted and I was informed that I allegedly had a duplicate account. This is not true. I only have one account.

Best regards,

[Redacted]

?

Thank you for your reply.

Unfortunately, I would like to inform you that since this casino has 45+ cases closed as "No Reaction Policy," we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of Goldbet Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members.

Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Goldbet Casino. I wish I could be of more help. The casino can reopen this complaint anytime.

Best regards

Attila

We’ve reopened this complaint at the request of Goldbet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

We have received the following message:

Thank you for your feedback. We're very sorry you've encountered this. Please contact me, and I'll be your personal manager to resolve the issue. My email address is polixx@goldbet.io, and please include your account ID or the email address linked to your account.

Dear Player,

Could you please proceed according to the casino's instructions?

I look forward to your reply.

Dear Ensplat777,

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.

Dear Player,

Thank you for your reply.

Dear Goldbet Casino,

Do you have any updates for us in relation to this complaint? Have you received the player's email?

Thank you in advance for your reply.

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.