Goldbet Casino - Das Spielerkonto wurde geschlossen.

I have been playing for a while, I deposited and won until yesterday, I withdrew modest amounts but yesterday when I won first 1000 then another 1300 at the time of withdrawal, I was first refused saying that I could withdraw only 1000 per day when I asked for an explanation via chat after 10 minutes my account was banned saying that I had multiple accounts

ho giocato da un po ho versato e vinto fino a ieri ho prelevato cifre modeste ma ieri quando ho vinto prima 1000 poi altri 1300 al momento del prelievo prima mi è stato rifiutato dicendo che potevo prelevare solo 1000 al giorno quando ho chiesto spiegazione tramite chat dopo 10 min il mio account è stato bannato dicendo che avevo account multilipi

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 diococco1

, Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Was your account previously verified? If there’s any relevant communication, please forward it to karla.m@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. Best regards, Karla M.

My account had been verified, I had already withdrawn and it was successful, but my home network is also shared with my brothers, it is likely that they played but used their credentials.

Il io account era stato verificato io avevo già prelevato ed era andato a buon fine ma mia rete di casa e condivisa anche con i miei fratelli è probabile che loro abbiamo giocato ma hanno usato le loro credenziali

Dear diococco1,

Thank you very much for your reply and clarification.

I would like to clarify two additional points:

• Could you please confirm whether your brothers have accounts specifically with Goldbet Casino and whether they have accessed their accounts using the same home network or device as you?
• To the best of your knowledge, have you ever created or used any other account at Goldbet Casino besides the account involved in this complaint?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

They used the devices that are here at home but never with my email no I don't have other accounts

Hanno usato i dispositivi che sono qui in casa ma mai con la mia e-mail no non ho altri account io

But as I said before my account was verified and I deposited a lot before withdrawing without problems until the moment of winning everything was fine and now that I won I ask for the withdrawal they tell me that there are multiple accounts???

Ma come dicevo prima il mio account era verificato e ho versato parecchio prima di prelevare senza problemi fino al momento della vincita andava tutto bene e ora che ho vinto chiedo il prelievo mi dicono che ci sono account multipli ???

Dear diococco1,

Thank you for your clarification.

I would like to clarify two additional points:

• When you say that your brothers used the devices at your home, could you please confirm whether you and your brothers have accessed your respective Goldbet Casino accounts from the same device, or whether each of you normally used a separate device?
• To the best of your knowledge, did your brothers claim or use any bonuses or promotions on their Goldbet Casino accounts?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

As far as I know, no, also because he didn't play much and, moreover, as I have already highlighted, I don't think this is the problem because my account was in order, I deposited a lot, I played a lot and therefore if there had been problems they would have said so before, not when I request the withdrawal of my winnings which I won regularly.

Che io sappia no anche perché non giocava tanto e in più come ho già evidenziato non credo sia questo il problema perché il mio account era apposto versavo tanto giocavo tanto e quindi se ci fossero stati problemi lo avrebbero detto prima non quando richiedo il prelievo delle mie vincite vinte regolarmente

In addition I kindly ask you to have some quicker response kindly wait 6 days for a response and distressing

I need to figure out whether to have my lawyer intervene against the casino because, as I repeat, I won regularly.

In più ti chiedo gentilmente di avere qualche risposta più celere gentilmente aspettare 6 gg per una risposta e angosciante

devo capire se fare intervenire il mio avvocato nei confronti del casinò perché come ti ripeto io ho vinto regolarmente

And anyway, I used to log in with my account every now and then with my phone and every now and then with my iPad so I don't know if they consider two accounts, but it's always the same or I played with my iPad or I played with my iPhone

E comunque, io entravo con mio account ogni tanto col telefono ogni tanto con l’iPad quindi non so se loro considerano due account, ma è sempre lo stesso o giocavo con l’iPad giocavo con l’iPhone

Dear diococco1,

Thank you for your clarification.

I would like to clarify one final point. Could you please confirm whether either of your brothers has ever logged into their own Goldbet Casino account using the same iPhone, iPad, or any other device that you personally used to access your Goldbet Casino account?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

I had already answered that as far as I know, no, because I can give you mathematical certainty, because maybe they used the computer and entered, but usually Lino always uses his own devices

avevo già risposto che io sappia no perché ti posso dare certezza matematica, perché magari hanno usato il computer e sono entrati, però di solito Lino usa sempre il propri dispositivi

As I was saying the other time, they don't gamble often and I don't use my devices. Use theirs if they've entered and if they have proof that proves it to me because I'm sure they're fine. If they had had problems, I could have said it before when I deposited not when I withdrew. My account, as I told you, was regular because I've already deposited a lot and had withdrawn something. Everything is always fine. Small amounts now convinced of something more important. They tell me there's a duplicate account problem. Let me know if you can do something because otherwise I'll already contact my lawyer because I intended to lose this money. I screw them regularly.

Come dicevo anche l’altra volta, non giocano spesso e non uso dei miei dispositivi usa dei propri se sono entrati e se loro hanno prove che me li dimostrino perché io sono sicuro che sono a posto se avessero avuto problemi, potevo dirlo prima quando versavo non quando prelevavo È il mio conto come ti dico era regolare perché ho già versato tantissimo e avevo prelevato qualcosa è sempre tutto a posto piccole cifre adesso convinto qualcosa di più importante mi dicono che c’è problema di account duplico fatemi sapere se potete fare qualcosa perché altrimenti io contatto già il mio avvocato perché avevo intenzione di perdere questi soldi io le viti regolarmente

Dear diococco1,

In practice, one device should mean one user. Logins are remembered, sessions are stored, and devices create persistent digital identifiers. Once two accounts are accessed from the same device, the casino cannot distinguish whether the second person simply logged in independently or was granted access by the original account holder.

And this is exactly the issue: it becomes technically impossible for a player to prove that access was not granted to a third party once the same device is used.

Casinos do not need to prove collaboration beyond that technical link. The shared device itself creates a justified compliance concern under their anti-abuse and risk management rules.

I fully understand that from your personal perspective you see two separate individuals. However, from a regulatory and fraud-prevention standpoint, the casino’s position is considered justified once that device link exists.

For this reason, and after reviewing everything carefully, we are not in a position to challenge the casino’s decision further.

Thank you for understanding,

Karla M.