Goldex Casino - Das Spielerkonto wurde geschlossen, die Auszahlung steht noch aus.

I made a deposit at Goldex Casino via bank transfer and then only played a few spins (approximately 3 spins). My account was then deactivated without warning before I could make a withdrawal.

I have already submitted all the required KYC documents:

ID card

Bank card

Bank statement (PDF)

Proof of deposit via online banking

Despite this, the casino is requesting further bank statements without clearly explaining why they are necessary. At the same time, customer support is no longer responding to my emails.

I request assistance in clarifying the case and either:

the release of my credit balance (€50)

or

a clear and comprehensible explanation for the account blocking and the refused payment.

h habe bei Goldex Casino eine Einzahlung per Banküberweisung getätigt und danach nur wenige Spins (ca. 3 Spins) gespielt. Anschließend wurde mein Konto ohne Vorwarnung deaktiviert, bevor ich eine Auszahlung durchführen konnte.

Ich habe bereits alle geforderten KYC-Dokumente eingereicht:

Personalausweis

Bankkarte

Kontoauszug (PDF)

Einzahlungsnachweis über Online-Banking

Trotzdem fordert das Casino weitere Kontoauszüge, ohne klar zu erklären, warum diese notwendig sind. Gleichzeitig reagiert der Support nicht mehr auf meine E-Mails.

Ich bitte um Unterstützung bei der Klärung des Falls und entweder:

die Freigabe meines Guthabens (50 €)

oder

eine klare und nachvollziehbare Begründung für die Kontosperrung und die verweigerte Auszahlung.

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Hello,

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 I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• Could you please advise whether you have submitted the bank statement requested by the casino?

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,

Attila

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Sash2021,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila