Goldbet Casino - La cuenta del jugador ha sido cerrada por presunta duplicación.

Hello. I made a deposit at this casino and received a bonus, which I completed the rollover requirements for without any problems, unlocking my winnings. I continued playing ice fishing and won €7,000. I kept playing until I was down to €3,800. I tried to make a withdrawal, and they asked me to send documentation for KYC verification. Suddenly, they blocked my account, saying I had a duplicate account. I've tried to resolve the issue because I don't have a duplicate account, nor am I logged in from another device or anything like that, but there's no way to fix it. The customer support team says they see no reason to lift the account restriction. If they won't unblock my account, they should at least give me back the money I won fairly. Please help me. Thank you.

Hola . Hice un ingreso en este casino y obtuve un bono del cual complete el rollover sin ningún problema y desbloquee mis ganancias . Seguí jugando en ice fishing y me puse con la suma de 7000€ Seguí jugando hasta quedarme con 3800 € . Intenté hacer una retirada me pidieron mandar la documentación para el kyc y de pronto me bloquearon la cuenta diciéndome que tenía una cuenta duplicada . He intentado solucionar el problema porque no tengo ninguna cuenta duplicada ni desde otro dispositivo ni nada por el estilo pero no hay forma humana de solucionarlo. El equipo de atención al cliente me dice que no ven motivos para levantar la restricción de cuenta .Si no me desbloquean la cuenta que por lo menos me den mi dinero que he ganado limpiamente . Ayúdenme por favor .gracias

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 for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please clarify if you received any confirmation regarding successful verification?
• When exactly did you create your casino account, and when was it closed?

Thank you in advance for your reply.

Best regards,

Kristina