Goldex Casino - Das Konto des Spielers wurde geschlossen.

Hello, I've been playing at this casino for a long time. I reached my VIP status and had about €80 in my account and a €70 bonus with a 5x wagering requirement as a reward for VIP status. Suddenly, I was logged out. When I try to log in now, it says this account has been deactivated. I can't contact support via live chat because I can't log in, and my email inquiries aren't answered. I've deposited and withdrawn many times, and my account is fully verified. That's why I'm looking for help.

Thank you

Hallo ich spiele schon sehr lange in diesem casino. Ich habe mein VIP Status erreicht hatte noch ungefähr 80€ auf dem Spielerkonto und 70€ bonus mit wager 5x als Belohnung für den vip Status. Auf einmal wurde ich ausgeloggt, wenn ich mich jetzt anmelden möchte kommt dieses Konto wurde deaktiviert. Support im Live-Chat kann ich nicht kontaktieren, weil ich mich nicht anmelden kann und meine Anfragen per Email werde nicht beantwortet. Ich habe schon sehr oft ein und ausgezahlt mein Konto ist vollständig verifiziert. Deshalb suche ich Hilfe.

Vielen Dank

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email 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 your complaint. I’m sorry to hear about your negative experience with Goldex Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Do I understand correctly that the 80€ comes from a real money deposit gameplay, and the remainder is promotional money left to be wagered?
• Could you please share with me your most recent attempts at communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here. Please make sure the recipient and sender are identifiable.

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,

Tomas

Good morning, I've been playing at goldexcasino.com for about three months. I've deposited a lot and successfully withdrawn several times. My account is fully verified. The casino didn't inform me why or how my account was suddenly blocked. I played normally, just slots, and when I received the notification that I had reached VIP status and won €70 in bonus money, I was automatically logged out. Since then, I haven't been able to log in. I don't receive any replies to emails, and I can't contact live chat because I can no longer log in.

Guten Morgen, ich spiele ungefähr 3 Monate bei goldexcasino.com ich habe schon viel eingezahlt und auch öfters erfolgreich ausgezahlt mein Konto ist komplett verifiziert. Das casino hat mich darüber nicht informiert warum und wieso mein Konto auf einmal gesperrt wurde. Ich habe ganz normal gespielt nur slots immer und als ich die Meldung erhielt das ich den vip Status erreicht habe und 70€ bonusgeld gewonnen hätte wurde ich automatisch abgemeldet und seitdem kann ich mich nicht mehr anmelden, auf Emails erhalte ich keine Antwort und den Live-Chat kann ich nicht kontaktieren, weil ich mich nicht mehr einloggen kann.

I also believe that the casino has changed owners, because it no longer says hollycorn nv but Stable Tech NV

Ausserdem glaube ich das dass casino den Inhaber gewechselt hat, weil jetzt nicht mehr hollycorn n.v drin steht sondern Stable Tech N.V.

Is there any news regarding my balance and the account closure

Gibt es schon was neues bezüglich meines Guthabens und der Konto Schließung

There is still no contact with the casino, no emails are answered, they remain silent

Es besteht weiterhin kein Kontakt zum casino es wird auf keine Emails geantwortet sie hüllen sich in Schweigen

I just received an email, but it wasn't addressed to me. Send a screenshot.

Habe gerade eine Email erhalten, aber diese war nicht an mich . Sende screenshot davon

I sent them an email

Habe ihnen eine Email gesendet

A quick update: the casino contacted me and only refunded me €75. 1. I'm sure I had more than €75 in my account. 2. Why do I get VIP status and be rewarded with €70 if they permanently close my account afterward. 3. The email history doesn't give me any reason for closing my account, especially since I've been playing for a while, depositing and withdrawing, and suddenly, without giving any reason, they're closing my account, not paying out my bonus, and transferring too little to me. It's almost fraudulent. Especially since they wrote to me that the money had been successfully transferred, but no money has arrived in my account.

Kleines Update casino hat sich gemeldet und mir nur 75€ erstattet 1. Bin ich mir sicher ich hatte mehr als 75€ auf dem Spielerkonto 2. Für was werde ich vip Status und werde mit 70€ belohnt wenn sie danach mein Konto dauerhaft schließen 3. Gibt mir der Email Verlauf keine Gründe für meine Schließung zumal ich schon länger gespielt habe ein und ausgezahlt und auf einmal ohne Angaben von Gründen mein Konto zu schließen meine Prämie nicht auszahlen und mir zu wenig überweisen schon fast Betrug. Zumal sie mir geschrieben haben das dass Geld erfolgreich überwiesen wurde, aber bei mir ist kein Geld auf dem Konto angekommen

Thanks for your replies and updates provided.

Could you please share the communication with the casino you received recently?

Please forward it to my email.

Thanks in advance for your reply.

I sent it by email

Habe es per Email geschickt

Thanks for providing the information I requested.

• Could you please clarify, you were able to complete the wagering requirements?
• Was the 150€ your withdrawable balance in the casino?

Please let me know.

No, there was definitely around €80 paid out to the player account, this new company stable tech nv only paid out €72 and of course they didn't pay out my €70 bonus for reaching my VIP status, which I couldn't use because they simply deactivated my account.

Nein es waren sicher um die 80€ auf dem spielerkonto ausgezahlt hat dieses neue Unternehmen stable tech n.v 72€ nur und meine 70€ bonus für erreichen meines vip Status haben sie natürlich nicht ausgezahlt konnte ich ja nicht umsetzen da diese mein Konto einfach deaktiviert haben.

Thanks for the clarification.

We won't insist on the casino paying you a loyalty reward that we don't know is a withdrawable balance.

Is there any evidence that the reward comes with no wagering requirements and is directly withdrawable?

Please let me know.

No, I don't know, but I deposited so much money to achieve VIP status. Closing the account after reaching VIP is wrong. What was the point of depositing so much money then? They should refund my deposits.

Nein ich weiß es nicht, aber ich habe soviel Geld eingezahlt um den vip Status zu erreichen. Einem dann das Konto zu schließen nachdem man vip erreicht ist falsch für was habe ich dann soviel Geld eingezahlt dann sollen diese mir meine Einzahlungen wieder erstatten

Thanks for your reply.

Based on the description of events. You indicated you had around 80€ in your account, and later you said the casino contacted you and informed you they would refund 75€.

Has the 75€ reached your bank account?

€72.18 has been deposited into my bank account, which corresponds to, but never represents, my actual real money balance. Furthermore, since my account was closed despite my achieving VIP status, I demand my deposits back. If that's the case, I would accept the account closure; otherwise, I won't.

Auf meinem Bankkonto sind 72,18€ eingegangen dies entspricht, aber niemals meinen wahren echtgeld. Ausserdem nachdem mein Konto geschlossen wurde, obwohl ich den vip Status erreicht habe fordere ich meine Einzahlungen zurück. Dann wäre ich einverstanden mit meiner Kontoschliessung ansonsten eben nicht

I apologize, but when players' accounts are closed, we intervene and investigate only in cases where a withdrawable balance is withheld or confiscated.

What is the basis of your refund request?

Have you already requested a refund of your previous deposits? Have you received a response?

Looking forward to your reply.

Good evening, I am basing my complaint on the fact that my player account was closed without explanation. You yourselves know that VIP status is only achieved by depositing a sufficient amount. Had I known that my account would be closed as soon as I reached VIP status, I logically wouldn't have deposited so much money. The casino claims to have paid out my balance, and I did receive some, but that can't be all.

Guten Abend ich stütze mich auf mich meine Beschwerde darauf, das mein spielerkonto ohne Angaben von Gründen geschlossen wurde. Sie wissen selbst das man den Vip Status nur erreicht, wenn man genug eingezahlt hat. Hätte ich gewusst das mein Konto geschlossen wird sobald ich den vip Status erreicht habe hätte ich logischerweise nicht soviel Geld eingezahlt. Angeblich hat das casino mir mein Guthaben ausgezahlt , habe auch was bekommen, allerdings kann das nicht alles gewesen sein.

Thanks for your reply.

If you deposited and risked your money in an online casino, you are eligible for winnings and, by the same logic, are not eligible for return of the deposits that were played down.

We unfortunately can't assist you with a refund request based on the justification you provided.

Since you informed us your withdrawable balance was mostly paid out to you, there is little we can accomplish.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.