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I deposited €100 at Goldenbet and activated a bonus. According to the terms and conditions, to convert this bonus into real money, I had to wager a total of €7,000, which I did.

Afterwards, a withdrawal of €2,001.90 was displayed in my account as "System Withdraw – Success." So, I assumed that this amount had been paid out to me.

However, support later informed me that this was not a real withdrawal, but that the amount had been removed internally because it was supposedly "excessive winnings" from the bonus.

Without any clear and timely notification, €2,000 was simply deducted from my account – even though the withdrawal was marked as successful in the system. This is deceptive and unfair, as I had to make a significant amount of transactions to even access this credit.

I request that you review this case and help me get my money back.

Ich habe bei Goldenbet 100 € eingezahlt und einen Bonus aktiviert. Um diesen Bonus in Echtgeld umzuwandeln, musste ich laut den Bedingungen insgesamt 7.000 € umsetzen, was ich auch getan habe.

Danach wurde mir in meinem Konto eine Auszahlung über 2.001,90 € als „System Withdraw – Success" angezeigt. Ich bin also davon ausgegangen, dass mir dieser Betrag ausgezahlt wurde.

Der Support teilte mir später jedoch mit, dass das keine echte Auszahlung war, sondern dass der Betrag intern entfernt wurde, weil es sich angeblich um „übermäßige Gewinne" aus dem Bonus handelt.

Mir wurde ohne klare und rechtzeitige Information einfach 2.000 € abgezogen – obwohl die Auszahlung im System als erfolgreich markiert wurde. Das ist täuschend und unfair, da ich sehr viel Umsatz leisten musste, um überhaupt an dieses Guthaben zu kommen.

Ich bitte darum, diesen Fall zu prüfen und mir zu helfen, mein Geld zurückzubekommen.

Dear Player,

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

I have checked the bonus policy of the casino, and this is what I found: https://goldenbet.com/de/static/terms/generalterms

1.2 BONUS TERMS AND CONDITIONS

(...)

The Maximum withdrawal for the Promotional Bonuses: 

Casino Welcome Bonus - The maximum withdrawal you may make from this bonus is your bonus amount multiplied by 10x.

2nd Deposit Casino Bonus - The maximum withdrawal you may make from this bonus is your bonus amount multiplied by 10x.

3rd Deposit Casino Bonus - The maximum withdrawal you may make from this bonus is your bonus amount multiplied by 10x.

E-Sports Welcome Bonus - The maximum withdrawal you may make from this bonus is your bonus amount multiplied by 10x.

Sports Welcome Bonus - The maximum withdrawal you may make from this bonus is your bonus amount multiplied by 10x.

(For Example, if you received 100 EUR for the above-listed bonuses, you can withdraw the maximum of 1000 EUR or equivalent in other currencies) 

10% Cashback Bonus - Maximum cash out is 5x of Cashback amount.

Bonus Money - If cash bonus is given by casino and is free of wager, user can withdraw maximum 5x of bonus money.

"No Deposit" Bonus - Bonus means the bonus obtained without depositing funds into your account. The maximum withdrawl 100 USD/EUR or equivalent in other currencies.

"Freespins and Freebets" - The Rule is about prizes which are awarded from the Goldenbet Casino to the users or received from the Promo Codes. Winnings from the Freespins or Freebets must be rolled 10x times in a period of 7 days. Maximum withdrawal limit in that case is 100 EUR/USD or equivalent. 

I would like to emphasize that, according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limits to be unfair and predatory, only when it’s applied to a real money game; however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

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

• Have you requested a withdrawal of the winnings left over?
• Have you passed account verification recently or in the past?

Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear ichwillreichwerden11,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru