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Account blocked and $54 USD in earnings withheld due to alleged duplicate account

Hello, I am filing this complaint against Goldbet casino. I am from Puebla, Mexico. I made a deposit of $5 USD and activated a bonus. I legally complied with the 10x rollover requirement stipulated in the terms and conditions.

After unlocking the bonus, I played the game 'Pingo' and won a 420x multiplier, earning a total of $54 USD. When I tried to withdraw my winnings, the casino blocked my account, claiming I had a 'duplicate account'.

Important clarification: My mother also has a casino account because we both live in the same house and share the same Wi-Fi network. Due to a user error and for family convenience, we use the same cryptocurrency wallet to deposit, but we are two different people with real identities.

The casino has not allowed me to complete the Know Your Customer (KYC) process to prove that I am not a duplicate account, but rather two separate players. I have both of our official IDs (INEs) and we are willing to send selfies or have a video call to prove our identities.

I request that the casino review my case, accept my documents, and allow me to withdraw the $54 USD I fairly won.

Cuenta bloqueada y ganancias de $54 USD retenidas por supuesta cuenta duplicada

Hola, abro esta queja contra el casino Goldbet. Soy de Puebla, México. Realicé un depósito de $5 USD y activé un bono. Cumplí legalmente con el rollover de 10x solicitado por los términos y condiciones.

Después de liberar el bono, jugué en el juego 'Pingo' y gané un multiplicador de 420x, obteniendo un total de $54 USD. Al intentar retirar mis ganancias, el casino bloqueó mi cuenta alegando que tengo una 'cuenta duplicada'.

Aclaración importante: Mi madre también tiene una cuenta en el casino porque ambos vivimos en el mismo hogar y compartimos la misma red WiFi. Por un error de usuario y practicidad familiar, utilizamos la misma billetera de criptomonedas para depositar, pero somos dos personas distintas con identidades reales.

El casino no me ha permitido realizar el proceso de verificación de identidad (KYC) para demostrar que no soy una cuenta duplicada, sino dos jugadores independientes. Tengo en mi poder las identificaciones (INE) de ambos y estamos dispuestos a enviar selfies o realizar una videollamada para probar nuestra identidad.

Solicito que el casino revise mi caso, acepte mis documentos y me permita retirar los $54 USD ganados justamente.

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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.

Is there any chance that you have both accessed the casino from the same device?

Have you contacted the casino's customer support prior to creating two accounts from the same household?

Could you please advise if you have passed the KYC verification?

Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Attila

Hello, answering the first question

Yes, we accessed it on the same device, since my mom's device was sent to be repaired because it fell and the screen was cracked.

Second question: I contacted them and to this day I have not received any response from them, and I clarify that I did not contact them before creating 2 accounts on the same device

Third question: From my account, yes (the blocked one), and shortly before I was blocked, my mom also verified her account.

Last question: I never used anything that altered my location

Hola respondiendo a la primera pregunta

Sí accedimos en el mismo dispositivo ya que en el dispositivo de mi mamá se mando a arreglar ya q se le callo y se habia estrellado la pantalla

Segunda pregunta: Si me puse en contacto con ellos y asta el dia de hoy no eh recibido respuesta alguna de parte de ellos y aclaro q no me contacte con ellos antes de crear 2 cuentas en el mismo dispositivo

Tercera pregunta: Desde mi cuenta si (la bloqueada) y poco antes de q me bloquearon tambien verifico su cuenta mi cuenta mi mama

Última pregunta: No en ningun momento utilice algo q altere mi ubicación

I didn't clarify which of the 2 accounts

My mom can still access her account without any problems, but that's because she hasn't requested any withdrawals. She only made one deposit, but hasn't requested any withdrawals.

My personal account was the only one affected after I requested a withdrawal of all my winnings. I earned those winnings with my own money, as I made a deposit which gave me access to a bonus. After completing the bonus, I continued playing, and when I won that amount, I requested a withdrawal. That's when they rejected my withdrawal and completely blocked my account. I repeat, they haven't responded to me yet, and it's been about two or three days since I sent that message.

No aclare q de las 2 cuentas

La cuenta de mi Mamá aun puede acceder sin ningun problema pero porque no eh solicitado algun retiro solo hizo 1 deposito pero no ah solicitado algun retiro

Mi cuenta personal solo fue es la única q salio perjudicada después de solicitar el retiro de todas mis ganancias y en si esas ganancias las gane con mi propio dinero ya q realice un deposito el cual me dio acceso a un bono y después de completar el bono seguí jugando y cuando gane esa cantidad solicite el retiro y fue como me rechazaron el retiro y me bloquearon la cuenta por completo y repito q asta el momento no me han respondido y ya tiene como 2 o 3 dias q envié dicho mensaje

Dear Player,

Thank you for your reply and for clarifying the situation.

After carefully reviewing the information you provided, we must unfortunately inform you that we are unable to assist further in this case.

You have confirmed that:

• Another person from your household has an account at the same casino.
• The same device has been used to access both accounts.
• The same payment method has been used for deposit into both accounts at least once.

From the casino’s perspective, this combination of factors represents a significant risk of multi-accounting or bonus abuse, even if this was not your intention. Most online casinos strictly prohibit multiple accounts being accessed from the same device and funded via the same payment method, as this makes it impossible for them to reliably distinguish between two independent players.

While we understand that you and your mother share a household, and access the casino from the same device, this setup unfortunately creates exactly the type of situation that casinos classify as duplicate account usage. In such cases, casinos are generally within their rights to restrict or close accounts and confiscate winnings if their Terms and Conditions prohibit this behavior.

Given the circumstances and your own confirmation of shared device and payment method usage, we do not have sufficient grounds to challenge the casino’s decision. For this reason, we are unable to proceed with mediation or request the payment of the winnings on your behalf.

We understand this is not the outcome you were hoping for. For future reference, we strongly recommend that each player uses separate devices and separate payment methods, to prevent similar situations.

This rule is also outlined in the casino's Terms and Conditions:

3.3 Your account with the Website must be registered in your own and correct name. Only one account per person, per household / address, per phone number / email, and per IP address is allowed. Any other accounts that are opened on the Website will be considered as 'Duplicate Accounts.' You must not attempt to open a Duplicate Account, including by providing false or alternative credentials.

Further:

5.1.8 The credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Attila