Goldbet Casino - Играчът иска възстановяване на сумата след закриване на акаунта.

Title: Goldbet refuses to refund $116.33 balance after failed withdrawal

Complaint: My account [removed by casino.guru admin] was closed as a duplicate. While I accept the closure, Goldbet is refusing to refund my remaining balance of $116.33.

On March 22, an automated withdrawal attempt was DECLINED because the system tried to send it to a household account (NL87 REVO...) instead of my personal account. I have provided Goldbet with the official "DECLINED" notification and PDF bank statements proving the money never arrived.

Despite this, Goldbet's support team only sends automated replies about the account ban, completely ignoring the fact that they are holding my personal money. They have no legal grounds to confiscate this balance. I request a manual refund to my personal IBAN (ES94 0073...).

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Dear Whipsplash00,

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.

• 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 advise if you have passed the KYC verification?
• Have you accumulated 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,

Tomas

Dear Tomas,

I am writing to follow up on my case. I have not received a response yet and the funds ($116.33) are still missing from my account.

Could you please let me know if you need any further information or if you have already contacted Goldbet regarding this matter?

Thank you for your help.

Best regards, Sebastian ****

Hello Whipsplash00,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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Thanks for the explanation and your patience.

Please note that opening multiple accounts is prohibited in most online casinos, including this one. Consequences for breaching these rules range from account closure to confiscation of the account balance.

• Have you tried gaining approval from the casino to create a new account before using it because of the previous incident?
• Does the balance of 116 represent your winnings or your deposit?

Please let me know.

Dear Thomas,

Thank you for your reply. I understand the rules regarding duplicate accounts, but I would like to clarify the exceptional circumstances of my case:

1. Regarding approval from the casino: No, I did not have the chance to gain prior approval. My original email and account were compromised in a high-risk security breach. I acted quickly out of fear that my personal and financial data were being misused. My priority was to secure my information. I created the new account in good faith to continue playing in a secure environment, not to exploit any bonuses or rules.
2. Regarding the balance ($116.33): This balance consists of my remaining deposit. It is my own money that I transferred to the casino. I am not asking for bonus funds or unfair winnings; I am simply asking for my own deposited funds to be returned to me.

As mentioned before, the casino already attempted to return this money automatically on March 22, but the transaction was DECLINED because it was sent to my wife's bank account, (that is our household bankaccount). This proves that Goldbet initially intended to refund the money, but because the automated attempt failed and they subsequently blocked the account, the funds are now stuck.

Since the money belongs to me and the automated refund failed, I am requesting a manual transfer to my personal bank account.

Best regards,

Sebastian ****

Thanks for the detailed explanation.

After careful consideration, we consider the casino's decision to block your account as justified, since you breached the rules of the casino by creating a new account. We recommend that you don't create accounts in online casinos where you registered one before, to prevent similar issues.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.