Goldenbet Casino - Povlačenje igrača se odlaže zbog problema sa nalogom.

i won this money playing on their site, they refused to pay because i had a pervious account but that account had been shut down for a while before i made a new one, i also asked for a bonus at 1 point and they checked my account and still aloud my bonus but failed to mention if i had breached any rules they continued to let me deposit then when i won took my money and told me i was only entitled to 60% of my most recent deposit which was about 32 pounds

Dear tonali088,

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.

Why was your previous account closed and when exactly was it closed?

When did you create your new account?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the multiple accounts? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

I have replied via email

Dear tonali088, did you open this second account this January? Also, before you created it, did you contact the casino to confirm whether it was allowed?

No I did not ask if it was aloud and I think the new account was made before January I assumed I was aloud since they aloud all my deposits and a when I asked for a bonus they said we will check my account after checking my account they give me the bonus at this point I assumed if there was a problem they would of let me know instead they let me continue making deposits untill I won then said I wasn’t aloud to receive my winnings

Dear tonali088, I apologize, but we won't be able to assist you further, as you did not have permission to open a second account. First, I would like to emphasize that the vast majority of online casinos, including this one, prohibit creating and actively using more than one account per player. Here are the key points to consider:

Creating multiple Player Accounts by a single Player can lead to termination of all such Accounts. The Player shall not provide access to their Player Account or allow using the Website to any third party including but not limited to minors.

Any returns, winnings or bonuses which the Player has gained or accrued during such time as the duplicate Account was active may be reclaimed by Us, and Players undertake to return to Us on demand any such funds which have been withdrawn from the duplicate Account.

Since you have breached this fundamental rule of online gambling, we believe the casino has acted fairly and in accordance with the General Terms and Conditions. The consequences for opening multiple accounts are consistent across the industry.

Regrettably, we will not be able to assist you further in this matter. Therefore, this complaint will now be rejected. I recommend not attempting to create multiple accounts in the future, as this will likely lead to similar issues.

Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.