Goldenbet Casino - Рахунок гравця було закрито з відмовою в знятті коштів.

Goldenbet allowed me to create a second account despite previously closing and stating a gambling problem. I was allowed to deposit £1043 on their account. I attempted to withdraw some money and at this point they rejected the withdrawal of approximately £250. The withdrawal was cancelled and the difference between winnings and deposit was removed from my account. I was able to withdraw my last deposit of £188 when they closed my account. Live chat directed me to support email to complain, who said I was unable to claim a refund despite confirming my second account was closed due to responsible gaming. The attachment shows all the deposits I was able to make on 1st September totalling £1043.

Dear thomg99,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve encountered with Goldenbet.

To help us better understand and address your situation, could you please provide more details on the following:

• Can you provide any communication or correspondence you had with Goldenbet's support team regarding the rejection of your withdrawal and the closure of your account?
• Have you previously reached out to Goldenbet about the second account and its impact on your ability to withdraw funds?
• Did you receive any confirmation or documentation from Goldenbet regarding the closure of your account due to responsible gaming?

Please feel free to forward any relevant documentation to petronela.k@casino.guru to assist us in our investigation.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

hello and thank you for your reply.

I have forwarded an email thread to the attached email address (obviously these contain personal information so I would appreciate these not being published for the public).

the first email reply they sent to me confirmed that the second account was closed due to the responsible gaming policy. Unfortunately at no point did they email me to confirm the rejection of my withdrawal and I can’t provide a screenshot of my account as I no longer have access since they closed the second account. I can also provide my initial email stating I wished to close my first account due to a gambling problem if this is useful?

thanks

Thomas

Hi thomg99,

Thank you for sharing the relevant communication. It appears the casino flagged your second account during the KYC verification process after you requested a withdrawal.

• Could you clarify which details were the same when you created the second account and what information you changed?

This will help us better understand how the casino identifies users who previously requested permanent self-exclusion due to gambling issues.

Thank you very much in advance.

Hello and thanks for your reply. I had already gone through their online verification and used the same documents (driving licence and bank statement). I also used the same bank account for deposits.

Every detail i used on both accounts was the same - I signed up with my full name and date of birth etc - but the email address was different. I then used the same bank details (Iban) to request the withdrawal

thank you again

Thank you very much, thomg99, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Goldenbet Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello thomg99,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Goldenbet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

Thank you in advance.

Respectfully,

Michal

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.

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear thomg99,

I am very sorry, but again since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards,

Michal V, Casino.Guru