Goldenbet Casino - Las ganancias del jugador han sido confiscadas.

Good day.

Recently I bought a few bonus games with real money at this casino (Goldenbet) and then redeemed them one after the other. At first things didn't go so well, but then I was very lucky in the game "Sweet Bonanza" where I won about €1650. In total I then had €2250 with the other small winnings. I wanted to pay them out, but the application was declined.

The bad thing is that the application was not only rejected, but 2050€ were simply withdrawn and I was only given back the last deposit of 200€.

Questions as to why my winnings were confiscated go unanswered and I just can't let it go.

I am aware that casinos are not legally required to provide accurate information about such decisions, however it is of great concern that this is being exploited as soon as one makes a major win, it seems.

my trust in this casino and the operators has dropped a lot and I hope for an explanation about this decision!

Simon B***

Gute Tag.

Kürzlich habe ich bei diesem Casino (Goldenbet) mit Echtgeld ein paar Bonus Spiele gekauft, die ich nacheinander dann eingelöst habe. Zuerst lief es gar nicht so toll, doch dann hatte ich abschließend großes Glück beim Spiel „Sweet Bonanza" wo ich circa 1650€ gewonnen hatte. In Summe hatte ich dann mit den anderen kleinen Gewinnen 2250€. Diese wollte ich auszahlen, doch der Antrag wurde abgelehnt.

Das schlimme ist nun, dass der Antrag nicht nur abgelehnt wurde, sondern 2050€ einfach eingezogen wurden und mir nur die letzte Einzahlung von 200€ zurück gegeben wurde.

Fragen, warum meine Gewinne konfisziert wurden, werden nicht beantwortet und ich kann das einfach nicht so stehen lassen.

Mir ist bewusst, dass Casinos nicht rechtlich verpflichtet sind genaue Auskunft über solche Entscheidungen zu geben, jedoch ist es höchst bedenklich, dass dies sobald man einen größeren Gewinn macht scheinbar ausgenutzt wird.

mein Vertrauen in dieses Casino und die Betreiber ist dadurch sehr gesunken und ich hoffe auf eine Aufklärung über diese Entscheidung!

Simon B***

Dear Simonb92,

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. Do I understand correctly that you accumulated these winnings with bonus features? Could you please clarify in which games you bought bonus games except for Sweet Bonanza?

Additionally, if there is any existing communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Best regards,

Kristina

Dear Simonb92,

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.

Thank you for taking my case.

Inspired by a YouTube channel, I bought various bonus games with real money and then redeemed them one after the other afterwards. I am aware that this is forbidden with bonus credit, which is why I took extra care not to have any active bonus credit while making these bonus purchases.

I don't remember all the games by heart, but besides winning Sweet Bonanza there were: Money Train 2/3, Frutz, Gates of Olympus, Treasure Wild, Stack 'Em, Muertos Megaways, Gladiator legends (I think), Sugar Rush, Great Rhino Megaways and some more that I might research as I go along if needed.

However, the main profit came from the game "Sweet Bonanza" in which I had a profit of around €1600 with a stake of €160.

The casino has processed my request and refrains from explaining why.

Yours sincerely, Simon B***

Vielen Dank für die Annahme meines Falles.

ich habe, inspiriert von einem YouTube Kanal, mit Echtgeld verschiedene Bonusspiele gekauft, um sie dann im Nachhinein hintereinander einzulösen. Dass dies mit Bonus Guthaben verboten ist, ist mir bewusst, weshalb ich extra darauf geachtet habe keinerlei aktives Bonus Guthaben zu haben, während ich diese Bonuskäufe tätige.

Alle Spiele weiß ich nicht mehr auswendig, aber neben dem Gewinn bei Sweet Bonanza waren: Money Train 2/3, Frutz, Gates of Olympus, Treasure Wild, Stack ‘Em, Muertos Megaways, Gladiator legends (glaube ich), Sugar Rush, Great Rhino Megaways und einige weitere die ich noch in meinem Verlauf recherchieren könnte, falls notwendig.

Der wesentliche Gewinn entstand aber durch das Spiel „Sweet Bonanza" bei dem ich mit einem Einsatz von 160€ einen Gewinn von circa 1600€ hatte.

Das Casino hat meine Anfrage abgefertigt und entnimmt sich weiterhin, eine Begründung zu erläutern.

mit freundlichen Grüßen Simon B***

Thank you very much, Simonb92, for your cooperation. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Simonb92,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

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 Simonb92,

I regret to inform you that the casino is currently unresponsive.

In this circumstance, I would suggest reaching out to the licensing authority.

If you require assistance or are unsure of how to proceed, please do not hesitate to let me know, and I will be more than happy to assist you.

Hello Simonb92,

Can you please confirm if you have submitted your complaint to the licensing authority?

Hello, oh sorry I missed the notification-

I will file the complaint with the licensing authority as soon as possible, thanks for your support so far!

Hallo, oh leider habe ich die Benachrichtigung übersehen-

ich werde die Beschwerde bei der Lizenzbehörde so bald wie möglich einreichen, vielen Dank für Ihren bisherigen Support!

Please inform me once you have submitted the complaint.

Dear Simonb92,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.