Goldbet Casino - A conta do jogador foi encerrada devido à existência de uma conta duplicada.

I won 1800 euro today at Goldbet casino. I made a withdrawal request, and after 20 minutes i got an email that my account is banned and the payment is cancelled due to having a dublicate account.

I had my private data leaked not too long ago. I didnt create the dublicate account but it is possible that someone did using my credentials. I had no idea it existed and I wasn't notified of its existence in any form. I didn't get any unknown deposit requests or anything related to that. I only played on, deposited and withdrawn only from one account, which was banned now.

I contacted support and they only quoted me on terms and conditions, i requested proof of this duplicate account and which data matched to my original account.

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 unique2241,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your account and understand your concern.

Nevertheless, I would like to emphasize that we have received many complaints regarding this particular gambling establishment. Despite numerous cases submitted, the casino has adopted a No Reaction Policy and has not responded to any of our attempts to negotiate or resolve issues.

I can only imagine how frustrating this situation must be for you.

Could you please forward any communication you have had with the customer support team to petra.h@casino.guru?

Thank you in advance for your cooperation and reply.

Best regards,

Petra

Dear unique2241,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru