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Clarification regarding account and IP address - User jesushdzr

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Dear support team,

I received a payment notification that my payment was declined due to a duplicate account. I would like to clarify that my account is personal and unique. However, the IP address match may be because a family member or housemate is also using the site on the same Wi-Fi network.

In accordance with clause 3.4, I request that you exercise your discretion to independently verify my identity, as my account and funds are legitimate.

I await your prompt response to proceed with the collection of my earnings.

Sincerely, jesushdzr

Aclaración sobre cuenta y dirección IP - Usuario jesushdzr

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Estimado equipo de soporte,

​He recibido una notificación de pago rechazado por cuenta duplicada. Quisiera aclarar que mi cuenta es personal y única. Sin embargo, es posible que la coincidencia de IP se deba a que un familiar o compañero de casa también usa el sitio desde el mismo Wi-Fi

​De acuerdo con la cláusula 3.4, les solicito aplicar su discreción para validar mi identidad de forma independiente, ya que mi cuenta y mis fondos son legítimos..

​Espero su pronta respuesta para proceder con el cobro de mis ganancias.

​Atentamente, jesushdzr

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Goldbet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any deposits to the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Have you used only your own device to play? Have you used your bank account only when depositing in the online casino?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

-Yes, I have deposited twice at this casino

-I first played a bonus I received for activating notifications after making my deposit. I unlocked it and continued playing for about 3 hours, playing different games. First slots, then I went to live game shows, and finally I played the casino's original games.

-As I mentioned, I played the bonus and completed the rollover, but before that I had to make a deposit.

-Yes, my current device is the only one I've played on, but I'm not the only one who plays at the casino in my house, as my family does too, and when we have visitors, we sometimes spend a relaxing moment together, so to speak.

-if I have only used my Binance account which is in my name and verified

-Sure, if I can, I'll attach them here and send them to you when I get in touch, regarding the deposits and the rejected application.

-si he depositado 2 veces en este casino

-jugué primero un bono qué me llego por activar notificación después de hacer mi deposito lo desbloquee y seguí jugando un unas 3 horas diferentes juegos primero slots, después me fui a game shows en vivo y al último jugué los originales del casino

-como le comenté jugué el bono y complete el rollover pero anterior a esto tuve que depositar

-si solo mi dispositivo actual es el único con el que he jugado pero en mi casa no soy el único que juega en casino pues mi familia también lo hace y cuando tenemos visitas cercanas pues a veces pasamos un momento de relax por así decirlo

-si solamente he usado mi cuenta de Binance qué esta a mi nombre y verificada

-Claro si puedo se las adjunto aquí mismo le mando cuando me comunique, depósitos y de la solicitud rechazada

Dear Jesushdzrr,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Hello there,

Thank you Jesushdzrr for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Goldbet Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

Please see, I've attached the entire conversation I've had with them. I request that my account funds, which at the time of the suspension amounted to 50 USDT, be restored, or failing that, that my net deposits on the platform be refunded. I would like to continue playing with them, but I truly feel it was a very abusive practice. As I mentioned, they allowed me to deposit twice without issue, but when I tried to withdraw, they blocked my account. I would like my account unblocked, if possible. I am willing to go through the KYC process and complete the necessary verifications. I am available to discuss this further, and if there is no response, I would appreciate your guidance on filing a formal complaint with the casino's licensing authority, or if possible, your assistance in filing a report. Thank you in advance for your attention.

Mire le adjunto toda la conversación qué he llevado con ellos yo solicito qué se me respeten mis fondos de mi cuenta que al momento de la suspensión es de 50 USDT o en su defecto qué se me devuelvan mis depósitos netos en la plataforma a mi si me gustaría seguir jugando con ellos pero de verdad siento que fue una practica muy abusiva como le comento me dejo depositar 2 veces sin problema pero al momento de retirar me bloquean la cuenta, quiero si se puede que me desbloquean la cuenta estoy dispuesto a seguir el proceso de KYC y hacer las verificaciones correspondientes, de antemano tengo disposición para charlar y si no hay respuesta me gustaría que me pueda guiar a presentar la queja correspondiente con la licencia del casino, o si se puede que me apoye para poner la denuncia de antemano muchas gracias por la atención

Oh, sorry, and they confiscated my earnings because... well, here's the message they sent me. I was waiting for the withdrawal and suddenly it wouldn't let me access the platform, and then I got this:

3.3 Your account on the Website must be registered with your correct name. Only one account is allowed per person, per household, per telephone number, per email address, and per IP address. Any other account opened on the Website will be considered a "Duplicate Account." You must not attempt to open a Duplicate Account, even by providing false or alternative credentials. 3.4 We reserve the right to cancel bets, refuse bonuses of any kind, cancel participation in any promotion, and permanently expel any customer from the Website's bonus/promotion program, at our sole and absolute discretion, if you have opened a Duplicate Account. The Company reserves the right to apply some or all of the above measures, or not apply some of them, against Duplicate Accounts in specific cases, at its sole and absolute discretion.

I told them that I'm not the only one in my house who plays at the casino and that a family member probably accessed the site. I sent them my ID so they could see that I'm a real person and that my account is unique, but they ignored me. When I started sending them my ID, they began to automate their responses.

A perdón y me confiscaron las ganancias por, bueno le dejo el mensaje que me mandaron estaba esperando el retiro y de repente no me dejo acceder a la plataforma y acto seguido me llega esto:

3.3 Su cuenta en el Sitio Web debe estar registrada con su nombre correcto. Solo se permite una cuenta por persona, por domicilio, por número de teléfono, correo electrónico y por dirección IP. Cualquier otra cuenta que se abra en el Sitio Web se considerará "Cuenta Duplicada". No debe intentar abrir una Cuenta Duplicada, ni siquiera proporcionando credenciales falsas o alternativas. 3.4 Nos reservamos el derecho de cancelar apuestas, rechazar bonos de cualquier tipo, cancelar la participación en cualquier promoción y expulsar permanentemente a cualquier cliente del programa de bonos/promociones del Sitio Web, a nuestra entera y absoluta discreción, en caso de que haya abierto una Cuenta Duplicada. La Compañía se reserva el derecho de aplicar algunas o todas las medidas anteriores, o no aplicar algunas de ellas, contra las Cuentas Duplicadas en casos particulares, a su entera y absoluta discreción.

Les comenté que en mi casa no soy el único que juega al casino y que probablemente algún familiar accedió al sitio les mande mi identificación para que pudiesen ver que soy una persona real y que mi cuenta es única pero no me hicieron caso cuando les empeze a mandar mi identificación empezaron a automatizar sus respuestas

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.

Ok

Hello, good morning. Excuse me, I was checking my emails and I received this.

But when I try to log in, my account is still locked.

Hola buenos días disculpe lo que pasa que estuve chacando mis correos y me llego esto

Pero intento iniciar sesión y mi cuenta sigue bloqueada

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter