Goldenbet Casino - Hráč tvrdí, že platba byla zpožděna.

Hi I have been playing with Goldenbet casino recently and deposited well over £1000 which they let me do freely. I have now gone to withdraw my £1800 winnings from last night which has been rejected. They have wiped my £1800 balance down to £50. When trying to speak to them in the chat all I got was that I have violated terms. I have tried several times to speak on the chat but I just get ignored. I have now been told that I will be banned from the online chat. I don't understand how they can let me deposit all this money and then steal it from me and not even give an explanation or let me speak to them about it.

Dear dm8385,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi thank you for your reply. I have uploaded all documents they asked for and they have already told me that the money will not be returned and that I can only withdraw the £50 in my account they have returned and my account will then be permanently closed. I would wait if they would let me talk to them or give an explanation but they are refusing to talk with me.

Have you accumulated your winnings with or without an active bonus?

Have you made any successful withdrawals from this casino in the past?

Could you please advise if you passed the KYC verification?

Has the customer support explained to you which specific terms you have violated?

Hi these were not accumalted via a bonus. I have today had a reply from them stating that I already had an account which was closed due to responsible gambling. I don't remember having an account with them but if this is the case then their responsible gambling system is completely flawed. They should either pay my winnings or refund all deposits from this account.

Could you please specify when exactly you opened the account in this casino? Please forward any relevant communication between you and the casino regarding your issue to veronika.l@casino.guru.

Dear dm8385,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.