Goldbet Casino - Das Spielerkonto wurde geschlossen und die Gewinne eingezogen.

I'm filing a complaint against Goldbet casino because my account was blocked and a balance of €60 was withheld.

After playing normally and accumulating a balance of €60, my account was suddenly blocked. The casino claims that it is a "duplicate account", but has never provided any concrete evidence to support this accusation.

I have asked several times for clarification, including:

Identification of the alleged duplicate account

Data proving the connection (IP, device, personal data)

The casino refused to provide any evidence and merely repeated general terms and conditions. Subsequently, it made a final decision to keep the account blocked and confiscate the balance.

In addition, communication is very poor and some emails provided do not accept replies.

I consider this situation unfair and I am asking for help to solve the problem and recover my 60€.

I can provide screenshots of all communication as proof.

Estou a apresentar uma reclamação contra o casino Goldbet devido ao bloqueio da minha conta e retenção de um saldo de 60€.

Após jogar normalmente e acumular um saldo de 60€, a minha conta foi subitamente bloqueada. O casino alega que se trata de uma "conta duplicada", mas nunca apresentou qualquer prova concreta que suporte essa acusação.

Solicitei várias vezes esclarecimentos, incluindo:

Identificação da alegada conta duplicada

Dados que comprovem a ligação (IP, dispositivo, dados pessoais)

O casino recusou fornecer qualquer evidência e limitou-se a repetir termos e condições gerais. Posteriormente, deu uma decisão final de manter a conta bloqueada e confiscar o saldo.

Adicionalmente, a comunicação é muito fraca e alguns emails fornecidos não aceitam respostas.

Considero esta situação injusta e solicito ajuda para resolver o problema e recuperar os meus 60€.

Posso fornecer capturas de ecrã de toda a comunicação como prova.

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Dear mgn012,

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 that I can fully understand your situation.

• Is there any chance that someone from your household, or using the same IP address, has also created an account at this casino?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Have you filled out your player profile with correct personal information, including your name, date of birth, address, and country of residence?
• Could you please confirm whether you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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,

Veronika

Dear mgn012,

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,
Veronika
Casino.Guru