Goldex Casino - La cuenta del jugador ha sido cerrada sin explicación.

Goldex casino are refusing to pay out my winnings of €500 and have also closed my account for no reason. My account is fully verified and didn’t break any rules while playing at this casino. This has been going on for nearly a week now, I have sent multiple emails to them about this matter but they are not replying. Any help with this issue would be greatly appreciated.

Hello,

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

Could you please specify what types of games you played?

Did you accumulate your winnings with or without a bonus?

Have you made any successful withdrawals from this casino before?

Did you receive any emails or notifications from customer support after your account was closed? If so, kindly forward them to me at veronika.f@casino.guru.

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

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If anything seems suspicious, please contact us directly. Stay safe.

Hi Veronika.

To answer your questions. I was playing the game Book of Aztec from Amatic Game provider.

I was playing with a bonus, but wagering was done and withdrawal amount was well within the max cash out limit.

It was my first withdrawal request.

I did receive an email (which I will forward to you) regarding a bank statement to finalise my account verification. They needed it in pdf form, which I sent to them.

Hi Veronika, any updates regarding my complaint?

Hello ricky76xxx,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Are you going to help in anyway with this case?

Thank you very much, ricky76xxx, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

Dear ricky76xxx,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Goldex Casino representative to join this conversation and participate in resolving this complaint.

Dear Goldex Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Hello,

Thank you for getting in touch. We’d like to clarify the situation around this case. The account was closed by the decision of the administration following our standard compliance and verification checks.

At this stage the case is pending completion of verification. We have already emailed the player with the exact requirements and kindly asked to provide a selfie holding the ID document together with a handwritten note saying "Hello Goldex casino, current date". The note should be written on lined or checkered paper, all details on both the ID and the note must be clearly visible, and the hand holding these items should also be visible.

Once this document is provided in the required form, we will be able to continue with the case accordingly.

I have already sent them the selfie with I.D and note. But this is what they do, keep asking for the same documents. As an example, this is what I have sent them in so far.

Passport (4 times)

Selfie with I.D (4 times)

Proof of Address (7 times)

Both sides of Debit Card

PDF Bank Statement (3 times)

Selfie with I.D and note.

And they are still not happy, or maybe they have no clue what they are doing. I would pick the latter.

Just to let Casino Guru know, I have so far sent a selfie with me holding my Passport and the note Goldex requested four times. But they will probably still come back and ask for the same thing again. It’s what they do. Also, I don’t get any confirmation from them regarding whether they received the email or not.

Hi Stefan, can you try to find out if Goldex are going to send me my winnings, or am I just wasting my time with them? I have sent them everything they requested multiple times. But it seems to be impossible to get any sort of reply from them. You might have a bit more luck with them. Thank you.

Dear Goldex Casino,

Thank you for your response and the information you have provided. Could you please inform us whether there is any additional document that needs to be provided by the player? If so, please write down the list of documents here, so that the verification will be more efficient. Thank you very much for your cooperation.

I'll be awaiting your reply.

Hi Stefan, could you please try to find out if these people at Goldex are going to send me my winnings? It’s nearly 4 weeks now. They have asked me for proof of address (again) . So far, as proof of address, I have sent them 7 AIB Bank Statements, 3 Revolut Bank Statements, 1 AIB Letter, 4 Vodafone Bills, 4 Vodafone Broadband Bills. That is 19 different documents all with the same name and address on them (my address). It seems now that they are just taking the p**s. So can you try to find out if they have any intention of sending my winnings. I get no replies to emails I send them.

Dear ricky76xxx,

Thank you for sharing the requested documents and for your cooperation. We would like to confirm that the refund process has already been started on our side. At this stage everything is moving forward in line with the standard procedure, and we kindly ask for a little more patience while this is being completed.

We appreciate your understanding and will keep following the case until it is fully resolved.

Dear Goldex Casino,

Thank you for your response and for providing the requested information. We appreciate your cooperation in this matter.

To ensure we can accurately track the progress of the case and provide the player with the most up-to-date information, we kindly ask that you inform us once the payment has been successfully processed.

Your continued assistance in bringing this complaint to a timely and fair resolution is greatly appreciated.

We look forward to your response.

Hi Stefan, can you try to contact Goldex and see if they are genuine about sending my winnings to me. I got an email from them on Sunday 28th Sept. saying it has gone to the finance department to be processed. It is now Wednesday 1st Oct. and nothing has been done, maybe they haven’t figured out how to press the button to send it yet. To my mind, I don’t think they have any intention of sending it. Attached is the email I received from them.

Hello,

We would like to inform you that your refund request has already been passed on to our financial department for processing. This is a standard procedure, and it may take some time before the transaction is fully completed. We kindly ask you to allow a little more time for the process to be finalized. As soon as we have an update from the finance team, we will share it with you right away.

Thank you for your understanding and patience.

It was passed to them 5 days ago. But at least people reading this will know what the casino is really like.

Just a comparison, I can send money to anybody on Earth with a bank account in under 30 seconds, and I just have my phone.

So to anyone reading this, a withdrawal from this casino will take a minimum of 6 weeks. That’s how long I am waiting, and I have not received anything yet.

Dear Goldex Casino Team,

Thank you for your response.

Could you kindly notify us once the withdrawal has been processed, so we may inform the player accordingly?

We look forward to your update.

I have received the money from them. Thank you Stefan and the Casino Guru team. And to Goldex casino….. I will hold off on my words about them.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear ricky76xxx,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Stefan