Goldbet Casino - La cuenta del jugador está bloqueada y los fondos han sido confiscados.

Complaint against Goldbet for account blocking and retention of €4,700.06

I am attaching several pieces of documentary evidence to support my claim against Goldbet casino and request the recovery of the €4,700.06 of real money balance that was in my account before it was blocked.

1. Proof of balance and gaming history

I have attached two screenshots of my account showing my last available balance at Goldbet along with my user ID.

First screenshot: shows a portfolio balance of €4,700.06, expressly identified as the real balance, and a balance of €0 in bonds.

Second screenshot: shows my account's game history, with recorded bets and winnings.

These screenshots support my claim that the account showed a real balance of €4,700.06. I request that I be allowed to withdraw these funds or, failing that, that the casino provide documentary justification for any decision preventing their withdrawal.

2. Account blocking and KYC verification rejection

My account was blocked after KYC verification was rejected due to an alleged violation related to the existence of duplicate accounts.

I reject this accusation, as I do not have two accounts on the same website. I have accessed my account from both my mobile phone and my personal computer, depending on my location. I understand that using different devices to log into the same account does not, in itself, mean having multiple accounts.

Before the account was blocked, the verification process had been incomplete for several days, even though I had submitted the photos of my ID and the requested selfies. Because of this, and because I was concerned about the delay, I took screenshots of my balance and my gaming history.

I request that Casino Guru help me obtain a concrete explanation of the alleged duplication: which accounts are considered linked, what reason underlies that conclusion, and what evidence the casino has to justify blocking and withholding my funds, and that it allow me to withdraw the €4,700.06 of real money that was in my account before the block.

3. Changes in the domains used by the website

I would like to add another fact that I consider relevant to the investigation. I have observed different domains through which I have accessed pages that maintain the Goldbet brand image and that appear to correspond to the same service.

Among the domains I have observed are:

goldvynog.com

goltaren.com

goldqevor.com

I can provide screenshots showing changes in addresses.

4. Attached documentation and final application

I have attached the following documentation:

Screenshot of the last known balance: €4,700.06 real balance and €0 in bonuses.

Screenshot of game history.

Email communication informing me of the decision to maintain the account block.

Communication or documentation indicating the reason for the rejection of the KYC verification due to alleged duplicate accounts.

Screenshots of the different domains used, if necessary for the investigation.

I formally request Casino Guru's assistance in investigating the facts, requiring the casino to provide a verifiable explanation for the alleged duplication of accounts, and facilitating the withdrawal of the €4,700.06 of real money balance that appeared in my account.

I don't consider a generic response that simply maintains the freeze without explaining the reasons or clarifying what will happen to my funds sufficient. I want a well-founded resolution and a clear answer regarding the recovery of my money.

Reclamación contra Goldbet por bloqueo de cuenta y retención de 4.700,06 €

Adjunto varias pruebas documentales para respaldar mi reclamación contra el casino Goldbet y solicitar la recuperación de los 4.700,06 € de saldo real que figuraban en mi cuenta antes de que fuera bloqueada.

1. Pruebas del saldo y del historial de juego

Adjunto dos capturas de pantalla de mi cuenta en las que se muestra el último saldo que tuve disponible en Goldbet junto mi id usuario.

Primera captura: muestra un saldo de cartera de 4.700,06 €, identificado expresamente como saldo real, y un saldo de 0 € en bonos.

Segunda captura: muestra el historial de juego de mi cuenta, con las apuestas y ganancias registradas.

Estas capturas respaldan mi reclamación de que la cuenta mostraba 4.700,06 € de saldo real. Solicito que se me permita retirar esos fondos o, en su defecto, que el casino justifique documentalmente cualquier decisión que impida su retirada.

2. Bloqueo de la cuenta y rechazo de la verificación KYC

Mi cuenta fue bloqueada después de que se rechazara la verificación KYC por una supuesta infracción relacionada con la existencia de cuentas duplicadas.

Rechazo esta acusación, ya que no tengo dos cuentas en la misma web. He accedido a mi cuenta tanto desde mi teléfono móvil como desde mi ordenador personal, dependiendo de dónde me encuentre. Entiendo que utilizar distintos dispositivos para iniciar sesión en una misma cuenta no significa, por sí solo, disponer de varias cuentas.

Antes del bloqueo, la verificación llevaba varios días sin completarse, a pesar de que había enviado las fotografías de mi documento de identidad y los selfies solicitados. Por ese motivo, y ante mi preocupación por la demora, hice capturas de pantalla del saldo y de mi historial de juego.

Solicito que Casino Guru me ayude a obtener una explicación concreta de la supuesta duplicidad: qué cuentas se consideran vinculadas, qué motivo fundamenta esa conclusión y qué pruebas tiene el casino para justificar el bloqueo y la retención de mis fondos y que me permita retirar los 4.700,06 € de saldo real que figuraban en mi cuenta antes del bloqueo.

3. Cambios en los dominios utilizados por la web

Quiero añadir otro hecho que considero relevante para la investigación. He observado diferentes dominios a través de los cuales he accedido a páginas que mantienen la imagen de marca de Goldbet y que parecen corresponder al mismo servicio.

Entre los dominios que he observado se encuentran:

goldvynog.com

goltaren.com

goldqevor.com

Puedo aportar capturas de pantalla que muestren cambios de direcciones.

4. Documentación adjunta y solicitud final

Adjunto la siguiente documentación:

Captura de pantalla del último saldo conocido: 4.700,06 € de saldo real y 0 € en bonos.

Captura de pantalla del historial de juego.

Comunicación por correo electrónico en la que se me informa de la decisión de mantener el bloqueo de la cuenta.

Comunicación o documentación en la que se indica el motivo del rechazo de la verificación KYC por supuestas cuentas duplicadas.

Capturas de pantalla de los diferentes dominios utilizados, si resultan necesarias para la investigación.

Solicito formalmente la ayuda de Casino Guru para que se investiguen los hechos, se requiera al casino una explicación verificable de la supuesta duplicidad de cuentas y se facilite la retirada de los 4.700,06 € de saldo real que aparecían en mi cuenta.

No considero suficiente una respuesta genérica que mantenga el bloqueo sin explicar de manera concreta los motivos ni aclarar qué ocurrirá con mis fondos. Quiero una resolución fundamentada y una respuesta clara sobre la recuperación de mi dinero.

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 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.?
• Is there any chance that someone from your household or using the same IP also created an account at this casino?
• Have you ever created or used another account at Goldbet Casino, including through any of the different domains you mentioned?
• Did you accumulate the €4,700.06 using your own deposited funds, or did you use any bonuses?

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

There is no possibility that another person in my household has created an account at this casino using the same IP address or postal address.

I have not created or used any other account at Goldbet Casino, nor through the different domains mentioned above.

The €4,700.06 comes from my gaming activity and is real money, not bonus funds or winnings subject to outstanding wagering requirements. I have screenshots that prove the balance shown in my account.

Furthermore, I found a case seemingly similar to mine: https://casino.guru/complaints/goldbet-casino-player-s-account-has-been-closed-3 . I would like to know how that complaint was escalated and what steps allowed the player to recover their funds.

I have contacted Goldbet's customer service on numerous occasions and have expressly requested a refund of €4,700.06 using the same payment method I used for my deposits, once the necessary checks have been carried out. However, their responses do not clarify whether they will refund the balance, what procedure they will follow, or when they will resolve this issue. Instead, I receive generic responses that do not address my specific request.

I want to make it clear that my complaint is not limited to the closure of my account: my main concern is the withholding of €4,700.06 of my balance and the lack of a clear response regarding its return. I am willing to cooperate with any legitimate checks necessary to verify my identity and ownership of the payment method.

This situation is causing me enormous concern and frustration, because I believe I obtained these funds legitimately and, despite my repeated requests, I cannot get a concrete answer about their destination.

I would appreciate your help in obtaining a clear explanation from the casino and a resolution regarding the return of my funds.

No existe ninguna posibilidad de que otra persona de mi hogar haya creado una cuenta en este casino utilizando la misma dirección IP o dirección postal.

No he creado ni utilizado ninguna otra cuenta en Goldbet Casino, tampoco a través de los diferentes dominios mencionados anteriormente.

Los 4.700,06 € proceden de mi actividad de juego y constituyen saldo real, no saldo de bonos ni ganancias sujetas a requisitos de apuesta pendientes. Dispongo de capturas de pantalla que acreditan el saldo que figuraba en mi cuenta.

Además, he encontrado un caso aparentemente similar al mío: https://casino.guru/complaints/goldbet-casino-player-s-account-has-been-closed-3. Me gustaría saber cómo se escaló aquella reclamación y qué pasos permitieron que el jugador recuperara sus fondos.

He contactado con el servicio de atención al cliente de Goldbet en numerosas ocasiones y he solicitado expresamente que me devuelvan los 4.700,06 € mediante el mismo método de pago que utilicé para realizar mis depósitos, una vez efectuadas las comprobaciones necesarias. Sin embargo, sus respuestas no aclaran si devolverán el saldo, qué procedimiento seguirán ni cuándo resolverán esta cuestión. En su lugar, recibo respuestas genéricas que no contestan a mi solicitud concreta.

Quiero dejar claro que mi reclamación no se limita al cierre de mi cuenta: mi principal preocupación es la retención de los 4.700,06 € de saldo real y la ausencia de una respuesta clara sobre su devolución. Estoy dispuesto a colaborar en cualquier comprobación legítima que sea necesaria para verificar mi identidad y la titularidad del método de pago.

Esta situación me está causando una enorme preocupación y frustración, porque considero que he obtenido estos fondos legítimamente y, pese a mis reiteradas solicitudes, no consigo obtener una respuesta concreta sobre su destino.

Les agradecería que me ayudaran a obtener una explicación clara del casino y una resolución sobre la devolución de mis fondos.

Dear Player,

Unfortunately, I would like to inform you that since this casino has 80+ cases closed under the "No Reaction Policy," we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of Goldbet Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members.

Unfortunately, all efforts to resolve any kind of issue have failed, as the complaints have grown in number. We strictly recommend staying away from Goldbet Casino. I wish I could be of more help. The casino can reopen this complaint at any time.

Best regards,

Attila