GoralBet Casino - Hráč čelí odmítnutí výběru a problémům s přístupem k účtu.

Hello,

I deposited there around 300€ via crypto, after some time of playing i collected 2000+ eur, made withdraw od 400 to try it out and after 5-6 days I recived system mail that my withdrawal is rejected and to contact support for more details but reason should be nit enough rollover, even I am pretty sure that I rollovered my deposit at least 3x. Now another thing, I can log in to account, but can't use anything about gambling, they do not allow to use sportbook or casino with message " sorry, gambling is not possible", so even if want to play more to make rollover I can't do that. Most important fact about this casino is that I am pretty sure that this is ghost casino, they have live chat support but no one ever answer there even I tried 5-6x to make in cintact to them, sent mail also 9-10 days ago, never received any answer, erite them on their instagram profile never received any response etc. So I never received anything from them ever except some system mails or system messages in live chat support.

Dear Vladan,

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

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

• Could you please advise how long were you a player of the casino and when exactly was your account restricted? 
• Could you please support your case by providing screenshots and your communication with the casino?
• Share screenshots here or send the information to my email at tomas@casino.guru
• 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? 

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

Hello,

I played there active around one month maybe, not sure.

Played both (sportbook and slots) but now not allowed to play anything.

I didn't use any bonus, I never use bonuses on casino cause they are always tricky.

Also send mail via site, but never received any response.

Hello,

I just receive this mail

Thank you very much, Vladan, for providing the necessary information. 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 in the near future.  

Hello Vladan,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

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

Dear GoralBet Casino,

Could you comment on this?

Thank you in advance for providing the information.

hello, when received mail above I tried one lower payment of 300e and received money, tried another one from 900, confirmed by casino, but stilll not completed, didn’t wanr to write here cause was hoping that will reveive all money, still hope and let see what will happen.

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.

Hello,

10 minutes ago I received all funds from goralbet. Thanks casino guru for your time and all your help.

Dear Vladan,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Stefan, Casino.Guru