Goldex Casino - Рахунок гравця закрито, а виграш конфісковано.

Hello, Goldex Casino has blocked my account with €10,000 in credit and €6,000 in tournament winnings that I was still due to receive.

I won €25,000 a few weeks ago and was also a VIP player. I started making withdrawals, and initially, they were processed without any problems. Goldex Casino reminded me weekly that I needed to actively play for at least €5,000 per week to avoid my withdrawal limits being reduced to €1,000 per week.

So I continued to play actively with my balance to keep my withdrawal limits and

Finally, he took second place in the Spin&Win tournament, which earned him €6,000 in real money. This tournament ended on August 29, 2025.

On August 31, Goldex Casino suddenly deactivated my account. At that time, I still had €10,000 in credit plus €6,000 to receive from the tournament.

I wrote directly to the VIP manager and asked for the reason for the suspension and for a payout of my balance.

After several back and forths, I was told the following:

After a thorough review of your account, we regret to inform you that all funds in your player account, including the €10,000 balance and the €6,000 tournament winnings, have been withheld due to a violation of our Affiliate Policy (AF Policy).

I have no idea what the explanation is supposed to mean. I can assure you that I have complied with all the terms and conditions and have not broken any rules. My account is fully verified, and I risked my own money, won fairly, and expect full payment of my winnings.

I suspect Goldex Casino was hoping that I would lose my money if I continued playing, and when the opposite happened and I won, they looked for another way to deny me my winnings.

​

​I ask for your help Casino Guru 🙏

I'm happy to forward the email conversation.

Hallo, Goldex Casino hat meinen Account gesperrt mit 10000€ Guthaben + 6000€ Turnier Gewinn den ich ebenfalls noch zu bekommen hatte.

Ich habe vor einigen Wochen 25000€ gewonnen und war ebenfalls ein VIP Spieler. Ich habe begonnen Auszahlungen zu tätigen und sie wurden anfangs auch bearbeitet ohne Probleme. Goldex Casino hat mich wöchentlich darauf aufmerksam gemacht dass ich aktiv spielen muss für mindestens 5000€ pro Woche damit meine Auszahlungslimits nicht auf 1000€ pro Woche reduziert werden.

Ich habe also aktiv mit meinem Guthaben weiter gespielt um meine Auszahlungslimits zu behalten und

schließlich beim Spin&Win Turnier den 2. Platz geholt wofür es 6000€ Echtgeld gab. Dieses Turnier endete am 29.08.25.

Am 31.08. hat Goldex Casino meinen Account plötzlich deaktiviert. Ich hatte zu diesem Zeitpunkt noch 10000€ Guthaben + 6000€ aus dem Turnier zu bekommen.

Ich habe direkt dem VIP Manager geschrieben und nach dem Grund für die Sperrung gefragt, sowie nach der Auszahlung von meinem Guthaben.

Mir wurden nach mehrmaligen hin und her dann folgendes mitgeteilt:

Nach einer sorgfältigen Überprüfung deines Kontos müssen wir dir leider mitteilen, dass alle Guthaben auf deinem Spielerkonto, einschließlich des Kontostands von 10.000 € sowie der 6.000 € aus dem Turniergewinn, aufgrund eines Verstoßes gegen unsere Affiliate-Richtlinien (AF-Richtlinie) einbehalten wurden.

Ich habe keine Ahnung was die Begründung bedeuten soll. Ich kann versichern dass ich mich an alle AGBs gehalten habe und keine Regeln gebrochen habe. Mein Account ist vollständig verifiziert und ich habe mein eigenes Geld riskiert, fair gewonnen und erwarte die vollständige Bezahlung meiner Gewinne.

Ich vermute Goldex Casino hat darauf gehofft dass ich mein Geld verspiele wenn ich weiter spiele und als dann das Gegenteil eingetroffen ist und ich gewonnen habe suchten sie nach einer neuen Möglichkeit meinen Gewinn zu verweigern.

​

​Ich bitte um Ihre Hilfe Casino Guru 🙏

Ich leite gerne den Email Verlauf weiter.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Goldex Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Were you under any affiliate contract while being a player in the casino? Since when?
• Have you learned about which of your actions prompted the deactivation of your account and confiscation of your winnings?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello Tomas, to your questions:

No, I do not have an affiliate agreement with these or other casinos.

And no, I wasn't told which action allegedly violated the terms and conditions. I'm sure it's because I continued playing and won, not losing like the casino wanted. After all, I continued playing with real money, and I followed all the tournament rules. I got lucky, and they obviously don't like that. Now they're trying to rob me of my winnings with trumped-up accusations.

I just sent you an email with the latest email from the VIP Manager. Here are screenshots of the previous emails.

Hallo Tomas, zu deinen Fragen:

Nein, ich habe keinen Partnervertrag mit diesen oder anderen Casinos.

Und nein, mir wurde nicht gesagt welche Handlung angeblich gegen die AGBs verstoßen haben soll. Ich bin mir sicher es liegt daran dass ich beim weiter spielen gewonnen habe und nicht verloren wie das Casino es sich gewünscht hat. Es war ja auch schließlich reines Echtgeld Guthaben mit dem ich weitergespielt habe und ich habe mich auch an alle Turnier Regeln gehalten. Ich habe Glück gehabt und das mögen die offensichtlich nicht. Sie versuchen mich jetzt um meine Gewinne zu bringen mit erfundenen Anschuldigungen.

Ich habe dir gerade eine Email gesendet mit der letzten E-Mail vom VIP Manager. Hier sind Screenshots der vorherigen E-Mails

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jozef ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hi,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

Hello Jozef and BoehserOnkel,

Thank you for raising this case. We can confirm that our detailed explanation of the case, along with the relevant materials, has already been provided to Jozef directly via email.

I'm curious to know what the reason for the confiscation is. You know full well that I haven't violated any of your terms and conditions and that I earned my winnings fairly and through luck.

Ich bin gespannt was die Begründung für die Konfiszierung sein soll. Sie wissen ganz genau dass ich keinen Punkt Ihrer AGBs gebrochen habe und meine Gewinne fair und mit Glück erzielt habe.

Dear BoehserOnkel,

As my colleague already requested, I would need the same. We kindly request that you provide a video in which you are holding your identification document in your hand for a minimum of 20 seconds, ensuring that your face remains clearly visible throughout the recording. You can send it to my email address jozef.k@casino.guru.

Hello Jozef, I have sent the video to your email.

Hallo Jozef, ich habe dir das Video an deine Email gesendet.

Dear BoehserOnkel,

Thank you for your patience and cooperation while I carefully reviewed your case. I understand how important this matter is for you, and I approached it with full attention to detail that is why I even requested the video.

After assessing the situation and considering the information provided, I must conclude that the action taken by the casino has been deemed justified. On this basis, I unfortunately have no grounds to continue with this case, and therefore it must now be closed.

Please note that due to confidentiality restrictions, I am unable to share specific details or the internal evidence behind this conclusion. I realize this may not provide you with the clarity you had hoped for, but I am bound by these limitations.

You are of course fully entitled not to agree with this outcome. Should you wish to take the matter further, you may file an official complaint directly with the relevant licensing authority, who will be able to review your concerns independently.

I sincerely regret that I cannot provide a more favorable resolution, and thank you for your understanding.

Kind regards,

Jozef