Goldenbet Casino - La cuenta del jugador ha sido restringida.

Hi Dear Casino Guru, I have been playing casino on the Goldenbet site for about 4 weeks and everything was going well until they asked me for document verification, I showed them my card statement, my video, my ID and completed all the verifications, I also have my e-mail. There are feedback about this, but now they say they are examining my account for 6 months. And they say that they cannot withdraw my money in this process, this is completely unfair, I am complaining about this situation, I asked them to give it back. Give me my money back then delete my account, this casino is a scam, I would prefer people not to play in this casino, they impose restrictions on you and your money just sits in the balance. I have done nothing wrong, I am complaining about this issue and I am a victim. Even though I talk to them, they keep shutting down live support on me, they do not give me my money, they constantly ask me for unnecessary verifications. DEFINITELY STAY AWAY FROM THIS CASINO!!!!!

Dear bunyamingumusay,

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

Please forward me the email you received from the casino informing you about the 6-month investigation of your account at veronika.l@casino.guru.

Could you kindly confirm if you have successfully passed the full KYC verification process?

Additionally, could you specify the types of games you were playing? Were they slots, live casino games, or did you participate in sports betting?

Lastly, did you accumulate your winnings while using an active bonus or were you playing without any bonus at the time?

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 Veronika,

Thank you for your response, I have completed all the verifications requested from me, I also have email proof of this. I usually play slot games and live casino. I did not receive or use any bonuses, they are all my main balance.

I sent you the screenshot you requested via e-mail, the subject title is "Casino Guru", please check it.

Thank you for your email. Before we proceed with the investigation, please forward me the identity documents you sent to the casino at veronika.l@casino.guru. Thank you for your cooperation.

Dear bunyamingumusay,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I cannot send you the credentials I sent to them because they are supported live by sumsub, but I can tell you that my account is fully verified.

Thank you very much, bunyamingumusay, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello bunyamingumusay,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and although I can understand your dissatisfaction with the waiting period, the casino has the authority to examine the account of all players if any discrepancies arise, and this investigation can sometimes be lengthy. Although the investigation can take a few weeks because the casino team has to work even with the game provider, it is very rare that it will take 6 months, so I believe there is a good chance it will be concluded much sooner. There may be several factors contributing to this, but it is not uncommon for investigations to conclude without identifying any issues. Unfortunately, the only course of action at this time is to await the results. I understand that this waiting period can be quite frustrating, but it is part of the standard procedure. I will contact the casino to shed more light on this matter.

We would like to invite Goldenbet Casino to join the conversation.

Dear Goldenbet Casino,

We acknowledge that the verification process may require a considerable amount of time. However, could you clarify why the player has been advised to wait for a duration of six months? What prompted the decision to flag the player's account and initiate a comprehensive investigation? If this information cannot be shared publicly, please forward it to me at michal.k@casino.guru

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 bunyamingumusay,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Usually, we recommend players reach out to the casino licensing authority in cases like this, but although Goldenbet Casino is listed as registered by Curaçao Gaming Control Board (GCB) they sadly do not handle individual complaints against gaming providers which leaves very limited options to escalate your complaint.

It might still be worth it to submit a complaint to them as they mentioned this:

Feel free to contact the GCB via this contact form.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru