Goldbet Casino - A conta do jogador foi encerrada devido a suposta duplicidade.

Hello, I registered at the casino and have deposited several times using my credit card, but I've never played with a bonus!

When I won 880 euros, I wanted to request a payout.

A day later, all I see is that my account is blocked and that my withdrawal is also not possible...

Allegedly because of a duplicate account... which is definitely not true, I only have one account there...

When I contact support, I'm redirected to Telegram, and there's only a bot that always gives me the same answer: that my account is blocked because I have a duplicate account...

I already contacted them via email, but I haven't received any response for three days now.

Can you help me?

Hallo ich habe mich bei dem casino angemeldet und hab öfter mit Credit card eingezahlt aber nie mit Bonus gespielt !

Wo ich dann Mal gewonnen habe 880 Euro wollte ich eine Auszahlung beantragen .

Ein Tag später sehe ich nur noch das mein Konto gesperrt ist und auch meine Auszahlung nicht möglich seih...

Angeblich wegen Doppel Konto ..was aber definitiv nicht stimmt ich hab da nur ein Konto ...

Wenn ich den Support schreibe werde ich zu Telegramm weiter geleitet und da gibt es nur einen bot der mir immer das selbe antwortet das mein Konto wegen gesperrt ist weil ich doppel Konto habe ...

Hab mich auch schon per E-Mail geäußert und da kommt seit 3 Tagen gar keine Rückmeldung mehr ..

Können sie mir helfen ?

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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.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise if you have passed the verification of your identity and account? Which documents did you provide during the process?
• Have you accumulated your winnings with the help of a bonus or a promotion?

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

Hello, thank you for your help.

No, I live alone and I'm pretty sure I only have one account at the casino!

My verification wasn't complete yet, to be honest. I thought that if I deposited with my credit card, it would be done. Surely that can be sorted out later, or is this a big problem now? I just wanted to check if everything was sorted out, but then I couldn't access my account at all.

I definitely played without a bonus... I deposited a few times and gambled away my money... then I got some free spins and used them up too, and with the next deposit I definitely played without a bonus, won, and then came the whole account suspension drama.

Hallo danke dir ihre Hilfe

Nein ich lebe alleine und bin mir ziemlich sicher dass ich bei dem Casino nur ein Konto habe .!

Meine verifizieren war noch nicht abgeschlossen ehrlich gesagt dachte ich wenn ich mit meiner Credit Karte einzahlen wäre das erledigt . Sowas kann ja auch wenn alles noch in Nachhinein erledigen oder ist das jetzt ein großes Problem ...ich wollte ja Mal gucken ob alles geklärt ist diesbezüglich aber kam dann gar nicht mehr in mein Konto rein

Ich hab definitiv ohne Bonus gespielt ...ich hab paar Mal eingezahlt und mein Geld verspielt ...dann habe ich Mal paar freispiele erhalten und hab die aber auch runtergespielt und bei der nächsten Einzahlung habe ich hundert pro ohne Bonus gespielt ,gewonnen und dann kam das Theater mit kontosperrung

Dear hauertzen1991,

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, Martina (martina.b@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

OK, thanks in advance.

OK danke schon Mal

Dear hauertzen1991,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in..

I will now contact Goldbet Casino outside this complaint thread and let you know any new information once I receive it.

Thank you for being patient

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.

Dear hauertzen1991,

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.