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I am filing this complaint against Goldbet because my account was closed/banned after a withdrawal attempt, keeping my actual balance of €260.91.

I initially played with bonuses and met the rollover/wagering requirements. After that, the balance started appearing on the platform as real money, with bonuses at €0.00. I have screenshots showing a real available balance of €260.91, user player-592234 / ID 592234, and access to the withdrawal area.

Before making the minimum deposit required to withdraw, I contacted Goldbet support to confirm if the balance was withdrawable, if there were any pending rollover, if there were any bonus restrictions and if SEPA withdrawal would be available. I received no prior warning of a breach of the Terms.

I then made a real deposit of €5.00 via MBWay. The system accepted the payment and allowed me to start the withdrawal process. Only then was the account blocked/banned, with a generic reference to a "duplicate account".

I challenged this decision several times and asked Goldbet for specific information:

what the alleged duplicate account was;

what specific data was in conflict;

whether the decision was automatic or manual;

what technical evidence would justify withholding the balance.

Goldbet responded only with generic excerpts from the Terms and Conditions about duplicate accounts, without providing concrete proof, without identifying any related account, without indicating the conflicting data and without requesting KYC. I remained available at all times for identity verification.

The account was accepted, the game was allowed, the rollover was fulfilled, the balance was converted into real money, the deposit was accepted and the withdrawal was initiated before the restriction. Furthermore, Goldbet continued to send communications to my registered e-mail address.

I request Casino Guru's intervention in order for Goldbet to provide objective proof of the alleged duplicity or, in the absence of such proof, to release/pay my real balance of €260.91.

Apresento esta reclamação contra a Goldbet porque a minha conta foi encerrada/banida após tentativa de levantamento, mantendo retido o meu saldo real de €260,91.

Inicialmente joguei com bónus e cumpri os requisitos de rollover/apostas. Após isso, o saldo passou a aparecer na plataforma como dinheiro real, com bónus a €0,00. Tenho capturas de ecrã que demonstram saldo real disponível de €260,91, utilizador player-592234 / ID 592234, e acesso à área de levantamento.

Antes de efetuar o depósito mínimo exigido para levantar, contactei o suporte da Goldbet para confirmar se o saldo era levantável, se existia algum rollover pendente, se havia restrições de bónus e se o levantamento por SEPA estaria disponível. Não recebi qualquer aviso prévio de violação dos Termos.

Depois, efetuei um depósito real de €5,00 via MBWay. O sistema aceitou o pagamento e permitiu iniciar o processo de levantamento. Só depois disso a conta foi bloqueada/banida, com referência genérica a "conta duplicada".

Contestei várias vezes essa decisão e pedi que a Goldbet informasse concretamente:

qual seria a alegada conta duplicada;

que dado específico estaria em conflito;

se a decisão foi automática ou manual;

qual evidência técnica justificaria a retenção do saldo.

A Goldbet respondeu apenas com trechos genéricos dos Termos e Condições sobre contas duplicadas, sem apresentar prova concreta, sem identificar qualquer conta relacionada, sem indicar o dado em conflito e sem solicitar KYC. Mantive-me sempre disponível para verificação de identidade.

A conta foi aceite, o jogo foi permitido, o rollover foi cumprido, o saldo foi convertido em dinheiro real, o depósito foi aceite e o levantamento foi iniciado antes da restrição. Além disso, a Goldbet continuou a enviar comunicações para o meu e-mail registado.

Solicito a intervenção do Casino Guru para que a Goldbet apresente prova objetiva da alegada duplicidade ou, na ausência dessa prova, liberte/pague o meu saldo real de €260,91.

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

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

• Could you please advise how long you were a player at the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

Thank you very much in advance for your reply.

Best regards,

Tomas