Goldbet Casino - Dem Spieler droht ein verzögerter Auszahlungsprozess.

Hello,

I've only had good experiences with this casino so far.

Multiple successful payouts speak for themselves.

It appears the casino has withdrawn from the German market.

However, I still have 27 euros of real money credit.

I was asked to perform a KYC verification again yesterday. This was successfully completed.

However, the payout is not working.

Customer service isn't really responding to the problem.

Hallo,

Ich habe bisher nur gute Erfahrungen mit diesem Casino.

Mehrere erfolgreiche Auszahlungen sprechen für sich.

Anscheinend hat sich das Casino vom deutschen Markt zurückgezogen.

Ich habe allerdings noch 27 Euro Echtgeld Guthaben.

Wurde gestern nochmal um eine Kyz Verifizierung durchzuführen. Diese würde erfolgreich durchgeführt.

Dennoch funktioniert die Auszahlung nicht.

Der Kundendienst reagiert nicht wirklich auf das Problem.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Did you receive any emails or notifications informing you that the casino had ceased operating in the German market?
• Did you receive any instructions regarding what would happen to your remaining balance after the casino stopped accepting players from Germany?
• Which documents did you provide to the casino for additional verification? Have any of these documents been approved yet?
• When was the last time the casino customer support communicated with you regarding the payment of your remaining balance?
• Is the money remaining in your account a real-money balance or is it bonus money?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Hello,

Customer service has not contacted me at all.

I believe it is likely that German customers were informed about the planned withdrawal from the German market via a general information email, but I cannot recall receiving such an email.

I received no concrete answer from customer service as to why the payout was not possible. They simply stated that the reason for the rejection would be displayed when attempting a payout (only "not possible" was displayed). When I inquired about the reason, I received no answer. The withdrawal from the German market was not listed as a reason for the rejection!

My account was successfully verified with my ID card, most recently re-verified a few days ago.

Despite withdrawing from the German market, access to the account is still possible, but games can no longer be opened.

This is real money; the withdrawal method corresponds to the last deposit method.

In the past, 3 withdrawals worked without any problems.

Best regards

Simon K.

Hallo,

Der Kundendienst hat mit mir überhaupt keinen Kontakt aufgenommen.

Ich halte es für wahrscheinlich dass deutsche Kunden im Rahmen einer generalisierten Infomail über den geplanten Rückzug vom deutschen Markt informiert wurden, kann mich aber nicht an eine solche Email erinnern.

Vom Kundienst erhielt ich keine konkrete Antwort warum die Auszahlung nicht möglich ist. Es hieß lediglich das der Ablehnungsgrund bei Versuch der Auszahlung eingeblendet wird (eingeblendet wurde nur"nicht möglich "). Auf Nachfrage was denn der Grund sei, bekam ich keine Antwort. Der Rückzug vom deutschen Markt wurde nicht als Ablehnungsgrund angegeben!

Mein Konto wurde mit dem Personalausweis erfolgreich verifiziert, zuletzt nachverifiziert vor ein paar Tagen.

Trotz des Rückzugs vom deutschen Markt, ist der Zugang zum Account nach wie vor möglich, nur Spiele lassen sich nicht mehr öffnen.

Es handelt sich um Echtgeld, Auszahlungsmethode entspricht der letzten Einzahlungsmethode.

In der Vergangenheit haben 3 Auszahlungen problemlos funktioniert.

Viele Grüße

Simon K.

Here you can see screenshots of my wallet and of my attempt to get clarification via live chat.

Hier sehen Sie Screenshots von meinem Wallet und vom Versuch im Live Chat Klärung zu erreichen.

Dear DrSimonCem

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, Barbora (barbora.p@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 player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Goldbet Casino representative to join this conversation.

Dear Goldbet Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

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 player,

I have attempted to contact the casino multiple times, but unfortunately I have not received any response. Without cooperation from their side, there is very little more we can do. I will now mark the complaint as unresolved in our system.

I understand this is not the outcome you were hoping for. However, please note that unresolved complaints negatively affect the casino’s rating on our website, which may eventually encourage them to improve their approach. If the casino decides to respond at any point, we will reopen the complaint and notify you by email.

Since the casino does not display a license badge in the footer of its website, I recommend trying to reach out to the Anjouan Gaming Authority using their contact form at:

https://anjouangaming.com/contact/

Even though this page is not specifically designed for dispute submissions, regulators often have additional tools and authority to assist players in such cases, and it is still worth contacting them.

For general guidance on how to communicate effectively with regulators, you may find useful information here:

https://casino.guru/submitting-complaints-to-regulators

If you need help preparing your message or receive a response from the authority, please feel free to email me at barbora.p@casino.guru. I am truly sorry that we could not achieve a more favorable resolution this time.

Best regards,

Barbora