Goldbet Casino - La cuenta del jugador se cierra después de rechazar el retiro.

Hello, I played on the Goldbet website yesterday and won around €800. I wanted to withdraw €500, but after a few minutes the withdrawal was declined and my account was blocked without any further explanation.

Guten Tag ich habe gestern auf der goldbet Seite gespielt hab um die 800 gewonnen. Wollte 500 auszahlen nach einigen Minuten wurde die Auszahlung abgelehnt und mein Konto gesperrt ohne weiteres

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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 pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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

Hi, I won at a slot machine.

No bonus.

I was verified, but I'm not sure.

Thanks

Hallo hab den Gewinn bei spielautomaten erzielt.

Ohne Bonus.

Verifiziert war ich bin mir aber nicht sicher.

Danke

Thank you very much for your reply. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello, I tried to send you the attachments by email but it didn't work. I'll send them to you here via chat if that's okay.

Hallo habe versucht ihnen die Anhänger per Mail zu schicken aber hat nicht geklappt schicken ihnen die Anhänge hier über den chat falls es kein problem ist.

Dear Moonman97,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello there,

Thank you Moonman97 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Goldbet Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.

Thank you!

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.

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

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,

Peter