Goldenbet Casino - Hráč si nemůže vybrat své výhry.

I recently joined the casino, became verified by uploading my documents etc, and deposited £150. Yesterday i won my deposit back and then some, so now in my account I have £826.30. I attempted to withdraw my winnings using SEPA, but it will not allow me to withdraw as it says "withdrawals are not available through the requested bank, for detailed information please contact our support team".

I contacted the support team and was told "I need to change the bank or IBAN or payment method to withdraw successfully" I replied asking which I could change it to and I had the reply of "there isn’t a definitive list of banks we accept".. I smell scam. But I want my money back. No where on the website does it say they don’t accept certain payouts for Uk, and for someone like me who has innocently decided to have a bit of a play, I now feel like I’ve been robbed. The games were all good and worked fine and I’d say seemed legit as I used to use another sister site and never had any issues withdrawing or playing, even though others said they were a scam. But I’ve read other reviews which say they’ve had similar problems withdrawing and claiming the site is a scam etc etc, but have seen one or two claim to have had a similar issue to me and DID managed to get their money eventually.. what do I do? There is no where on their site that states this may be an issue, and if it’s right what people are saying that uk customers aren’t able to be paid out because this company can’t pay out to Uk accounts, then there should be something telling us that before we waste our hard earned money. Please help me get this money back.

Dear bunny97,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors, such as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. Therefore this doesn’t necessarily have to be the casino’s mistake.

• Could you please post here a screenshot of the message you see when you try to withdraw?
• Is there any alternative withdrawal method that would be suitable for you?

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,

Kristina

Hi thanks for your reply I will attach below what it says when I try to withdraw.

None of the other withdrawal methods are suitable for me as I don’t have a clue about bitcoin.

Thank you very much for your reply, bunny97. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi! It wouldn’t allow me to attach them all on here, so I have emailed you.

thanks a lot

Hi did you receive my email?

Thank you very much, bunny97, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction, but please keep in mind you still might have to use an alternative withdrawal method if there won't be any other solution.

Hi kristina,

thank you for your quick reply. I hope stefan can help me withdraw using the attempted method, or if not, advise me on how to use the other methods.

thanks

Hello bunny97,

My name is Stefan, and I will be taking over this complaint from now on.

Could you state which other options do you have in your account? Would you be keen to use other payment methods?

I'll be awaiting your reply.

Hi stefan,

There is the option of SEPA which is the method I used to deposit and the method I would prefer to use for withdrawal. The only other methods are: tetherUSD, bitcoin, Dash, ethereum, Litecoin, ripple, dogecoin, TRON, and monero.

all of those are methods are bitcoin/digital money which I am not familiar with and would not be open to using. Therefore SEPA is the only option for me.

I do know it is possible in the uk as I have read other customer reviews stating they have been able to withdraw using SEPA to a uk bank. So this needs to be sorted because I am not prepared to lose my money, and I won’t give up until the casino pays out what is owed to me unfortunately.

It’s actually a shame because it means they may lose a customer which would’ve potentially spent a lot more money with their company…so hopefully they will sort it out for me.

thanks for your help I look forward to your reply 🙂

Hello bunny97,

I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Goldenbet Casino representative to join this conversation and participate in resolving this complaint.

Dear Goldenbet Casino,

Could you comment on this?

Thank you in advance for providing the information.

Hi has there been any reply from the casino yet?

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.

Golden bet if you decide not to respond then I will have no choice but to seek legal advice. If you are unwilling to pay out to Uk customers you should state that clearly on your website which you do not. I have screenshotted all of the t&c’s which support my claim.

please respond and solve this problem. If I do not get my payout of £823 then I at least want my deposits back. This is theft.

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 bunny97,

I am very sorry, but 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,

Stefan, Casino.Guru

We’ve reopened this complaint at the request of Goldenbet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hi stefan, that’s great. Hopefully I get my money. It’s either that or I take it further unfortunately.

Okay goldenbet, fine by me. Legal proceedings it is. I won’t leave this until I can withdraw.

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 bunny97,

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,

Stefan, Casino.Guru