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

Hello Casino Guru Team,

I would like to file an official complaint against GoldenLion Casino.

I was playing in the casino and managed to win 20,000 HUF from a bonus. However, instead of paying out my winnings, the casino blocked my account and banned me from their website. They are accusing me of having multiple accounts (multi-accounting), which is completely untrue. This is my only account at this casino.

Furthermore, the casino did not request any KYC verification or identity documents from me before shutting down my account. They simply closed it without giving me any proper explanation or a chance to verify my identity.

I have previously posted about this on the forum, and the Administrator advised me to open this official complaint. Please help me investigate this issue and recover my legitimate winnings.

Thank you,

Viktoria

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Dear Huhga,

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 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?
• Did you use any VPN or IP-masking software to alter your real location while accessing the casino website?
• Did you use any shared device or a shared internet connection while playing at this casino?
• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What types of games did you play at this casino before your account was blocked?

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,

Veronika

Hello Veronika,

Thank you so much for your help. Here are my answers to your questions:

No, nobody else in my household or family has created an account at this casino.

Yes, I have sometimes used a VPN on my phone. However, this isn't because I wanted to circumvent casino rules, but because I sometimes connect to public Wi-Fi networks or friends' networks where a VPN is enabled to protect my data.

I usually play using my own mobile data or my private home Wi-Fi, but occasionally I connect to a friend's Wi-Fi network. However, the device (my smartphone) is used exclusively by me.

I have attached a screenshot of the email I received from the casino. As you can see, I was offered bonus credit via email. My winnings came from this bonus.

I mainly played slot machines (slots), especially various games with "Joker" themes.

I hope this information helps you to resolve the issue with the casino.

Best regards,

Victoria

Hallo Veronika,

vielen Dank für Ihre Hilfe. Hier sind meine Antworten auf Ihre Fragen:

Nein, niemand sonst aus meinem Haushalt oder meiner Familie hat ein Konto bei diesem Casino erstellt.

Ja, ich habe manchmal ein VPN auf meinem Telefon verwendet. Dies liegt jedoch nicht daran, dass ich die Casino-Regeln umgehen wollte, sondern daran, dass ich mich manchmal mit öffentlichen WLAN-Netzwerken oder Netzwerken von Freunden verbinde, bei denen ein VPN zum Schutz meiner Daten aktiviert ist.

Ich spiele meistens über meine eigenen mobilen Daten oder mein privates WLAN zu Hause, aber es kommt vor, dass ich mich bei Freunden in deren WLAN-Netzwerk einwähle. Das Gerät (mein Smartphone) wird jedoch ausschließlich von mir genutzt.

Ich habe im Anhang einen Screenshot der E-Mail beigefügt, die ich vom Casino erhalten habe. Wie Sie sehen können, wurde mir ein Bonusguthaben per E-Mail angeboten. Aus diesem Bonus sind meine Gewinne entstanden.

Ich habe hauptsächlich Spielautomaten (Slots) gespielt, insbesondere verschiedene Spiele mit "Joker"-Themen.

Ich hoffe, diese Informationen helfen Ihnen weiter, um den Fall mit dem Casino zu klären.

Mit freundlichen Grüßen,

Viktoria

Thank you for your reply and for providing me with the screenshot.

Could you please send me the exact link to the casino your complaint concerns? You mentioned "GoldenLion" in your first post; however, the screenshot you provided shows a bonus from "GoldBet" Casino.

Please provide the exact casino link so that we can assign your complaint to the correct casino.

https://goldbet04.com/bonuses

This casino is what I mean.

Regards, Viktoria

https://goldbet04.com/bonuses

Diese Casino ist das was ich meine.

lg: Viktoria

Dear Huhga

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Huhga,

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 contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Goldbet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.