Goldenbet Casino - Igračevo povlačenje sredstava je konfiskovano zbog kršenja pravila naloga.

Username: russellmark1

Disputed amount: £4,500.00 GBP

I am submitting this formal complaint against Goldenbet for severe, deliberate breaches of gambling regulations, licence conditions, responsible gambling laws, consumer rights, and their own published policies. This is not a simple dispute about winnings — this is a proven case of illegal operation, fraud, bad faith, and harassment of a vulnerable customer. Every fact below is confirmed in writing by Goldenbet, including from their own Compliance Department and transaction records.

🔴 1. ILLEGAL ACCOUNT REOPENING – THE WHOLE ISSUE IS INVALID

In 2025, I requested my account be PERMANENTLY CLOSED / SELF‑EXCLUDED due to gambling harm. Goldenbet confirmed this was done, legally binding, and irreversible.

Under **UK Gambling Commission rules** and **Goldenbet’s own policy**:

> Once self‑excluded, you MUST NEVER reopen, reactivate, or allow access to that account. No exceptions.

**But in 2026, they did exactly the opposite:**

- I asked for a password reset → sent INSTANTLY (under 2 mins)

- Account opened fully → NO checks, NO questions, NO warnings

- **They admit this in writing:** *"Reopened with NO barriers, NO checks, NO safety procedures done."*

**BECAUSE OF THIS:**

Every bet, every deposit, every win or loss — **NONE OF IT IS LEGALLY VALID.**

They broke the law first. They broke their own rules first. They allowed me to play when I was legally protected and should have been blocked forever. **The entire activity is void from the start.**

🔴 2. WHAT HAPPENED – FACTS ONLY

- I deposited **£80.00** total (confirmed in their logs)

- Played ~2 hours on Cabaret Roulette

- My balance reached **£1,510.00**

- Agent **Jero wrote: "Everything fine, you CAN withdraw all £1,510"**

- **5 mins later → THEY MANUALLY TOOK IT ALL:**

 Transaction history shows: **"System Withdraw £1,510.00 – Success"**

- They then blocked withdrawal, froze account, and started making up excuses: *duplicate account, rules broken, etc.* — **ALL LIES**, proven by their own records and Compliance emails.

🔴 3. CLEAR POSITION: NO WIN WAS "REAL" – BECAUSE THEY BROKE THE LAW

**To be 100% clear:**

I do NOT claim this as a "legitimate win" in the normal sense — **BECAUSE THEY ILLEGALLY REOPENED ME.**

If they had followed the law and their own rules, I would NEVER have been able to log in, deposit, or play at all. **None of this should have happened.**

✅ What I AM claiming:

1. **£80.00 → FULL REFUND of my deposit** — they had NO RIGHT to take it, they broke the law by letting me play

2. **£1,510.00 → RETURN of funds they illegally took from my balance** — it was my money, they had no right to seize it

3. **£2,910.00 → FULL COMPENSATION** — for:

  - Breaking strict responsible gambling laws

  - Illegal reopening of a self‑excluded player

  - Weeks of lies, arguments, accusations, and back‑and‑forth

  - **TREMENDOUS STRESS, anxiety, and upset** they caused me — I just wanted to walk away, they made my life difficult

**TOTAL: £4,500.00**

This is NOT "claiming a win" — this is **justice for what they did wrong**, to close this forever and make it right. It is fair, reasonable, and fully justified by law and their own admissions.

🔴 4. THEIR EXCUSES ARE ALL PROVEN LIES

❌ *"Duplicate account"* → Checks happen instantly. If true, they would have blocked me BEFORE I played. Only said it AFTER I got money.

❌ *"Systems down / error"* → Law says if systems fail, staff MUST check manually. They did NOTHING.

❌ *"You broke rules"* → They accepted every bet, every deposit, every move WITHOUT COMPLAINT until they had to pay. You cannot invent rules later.

✅ **Compliance confirms:** *"NO issues found, NO checks done, only blocked AFTER win."*

🔴 5. CONCLUSION

Goldenbet:

✅ Broke the law by reopening a self‑excluded player

✅ Broke their own written policy

✅ Took my deposit illegally

✅ Took my balance manually

✅ Lied, argued, and caused me huge stress

This is not about "winning" — this is about them operating illegally and treating a vulnerable customer badly. I ask Casino Guru to rule that **all activity is void due to illegal reopening**, order them to return all funds taken, and pay proper compensation for their illegal actions and the distress caused.

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.

Dear Russellmark1,

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

Based on what you’ve shared, the key point will be to determine whether the account closure for gambling addiction was properly enforced and what exactly happened afterward.

In order for us to proceed, I would like to kindly ask you to clarify a few important details:

• Could you please provide the date when it was closed in 2025 and the date it was reopened?
• Could you please forward me the original self-exclusion request you sent in 2025, along with the casino's response? My email address is jean.s@casino.guru.
• You mentioned that after reopening it, you deposited £80, won £1,510.00, and then they confiscated the winnings and closed your account again. What was the date when this happened?
• Please also forward the email you received about allegations of a duplicate account.

These details will help us understand whether there was a failure in enforcing responsible gambling measures or if there were any other factors involved.

Your cooperation in providing these details will help us investigate. Thank you in advance for your reply.

Best regards,

Jean

Hi Jean

Hi Jean,

Thank you for your message. I have already sent all details and supporting evidence directly by email, but I am also posting the key facts here on the complaint thread so everything is clearly recorded and easy to review.

Please note: on some screenshots uploaded publicly here I have hidden my personal email address for privacy reasons. The full uncensored versions were included in the evidence sent directly.

Due to upload limits, I can currently only attach 4 screenshots at one time, so I have prioritised the most important evidence first — specifically the documents which:

confirm Goldenbet knew about my responsible gambling/self-exclusion history,

confirm my account was previously permanently closed,

show that access was nevertheless restored,

and show that gameplay and winnings were allowed before restrictions were applied.

📅 TIMELINE OF EVENTS

• In 2025, I contacted Goldenbet and requested permanent closure / self-exclusion due to gambling-related harm and addiction concerns. I was informed the account would remain permanently closed in accordance with responsible gambling policy.

• I also contacted associated brands within the same wider group, including Mystake and Rolletto. Both refused to reopen access and confirmed accounts closed for gambling-related reasons could not be reactivated.

• On 1 May 2026, Goldenbet restored access to my account and sent me a password recovery/reset email within minutes, despite my previous exclusion history.

• On the same day, I deposited funds twice, played Cabaret Roulette for approximately two hours, and my balance reached £1,511.10 including a win of approximately £1,300.

• During gameplay there were no restrictions, warnings, or duplicate account concerns raised. I was also informed by live chat that withdrawals would be possible.

• Only after requesting withdrawal were my winnings removed and my account restricted.

• Goldenbet later provided several different explanations including:

duplicate account allegations,

verification/KYC issues,

and responsible gambling references.

🚨 IMPORTANT POINTS

Goldenbet’s own compliance correspondence confirms:

my original account had previously been permanently closed for responsible gambling reasons,

the operator already held this information internally,

and access was nevertheless restored in May 2026.

This is the core issue of my complaint.

If duplicate account concerns genuinely existed, I do not understand why:

account access was restored,

deposits were accepted twice,

gameplay continued for around two hours,

and no restriction was applied until winnings were requested.

📎 INITIAL EVIDENCE PROVIDED

The first screenshots attached include:

• Oliver Grant compliance correspondence,

• password recovery/rejoin email dated 1 May 2026,

• screenshot showing winnings/balance,

• and evidence that Mystake/Rolletto refused reactivation correctly.

I will provide additional supporting screenshots shortly including:

• transaction history,

• live chat correspondence,

• balance deductions,

• and responsible gambling policy confirmations.

📌 MY POSITION

My position is that:

the operator had prior knowledge of my responsible gambling/self-exclusion history,

access was still restored,

deposits and gameplay were accepted normally,

and restrictions were only applied after withdrawal was requested.

I therefore dispute the removal of £1,371.10 from my balance and believe the handling of the account was inconsistent and unfair.

Thank you for reviewing the case and evidence.

Kind regards,

Russell

Username: russellmark1

Hi Jean,

I am now providing an additional small set of key screenshots due to attachment limits.

These include:

• deposit confirmation page showing funds added on 1 May 2026

• password recovery / account reactivation email dated 1 May 2026

• balance screenshot showing winnings and/or subsequent deduction of funds from my account

These are provided to directly support the previously submitted timeline, showing account reactivation, deposits, gameplay, and subsequent removal of winnings.

Kind regards,

Russell

Username: russellmark1

Hello Russellmark1,

We would like to update you that due to Jean, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jean has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jean will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Russellmark1,

Thank you for providing all the requested information and supporting details.

I would like to note that you previously submitted a complaint regarding this matter, which was closed as unresolved. At that time, there was no mention that your previous account had been closed due to self-exclusion. In your current complaint, however, you state that the original account was self-excluded and that the casino should not have allowed a new account to be opened. Based on this argument, all subsequent gameplay should be considered invalid and deposits refundable. However, we cannot help with requesting a refund as the casino is not responsive and therefore cannot investigate the issue properly.

Since there was already a previous complaint plus we could not help investigate further, we have no option but to close this complaint as rejected.

Kind regards,

Jean