GoldBet Casino - アカウント閉鎖後、プレイヤーの賞金の受け取りが遅れています。

Hi, I won a substantial amount at the slots and requested to close my account and be paid my winnings. They supposedly blocked my account because I entered the wrong password too many times. I provided them with a payment request including proof that the IBAN is mine, but they have been ignoring me and haven't made the payment for a month.

ciao ho vinto alle slot una grossa somma e ho richiesto la chiusura del conto e pagamento della vincita dopo che a loro detta hanno bloccato il mio conto perchè ho inserito la password sbagliata troppe volte, gli ho fornito richiesta di pagamento con anche prova titolarità del mio iban ma è un mese che mi ignorano e non mi pagano

Hello lucyBra,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with GoldBet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

good evening, never used the bonus, never spoke to the casino, they verified my account after providing my identity card and after depositing two months ago

buonasera , mai usato il bonus, mai parlato col casino mi hanno verificato il conto loro dopo aver fornito carta di identità e dopo aver depositato due mesi fa

Hello lucyBra,

Since when are the payments pending? Can you please forward a screenshot of it to nikolas.b@casino.guru?

I'm not pending I can't log in and they don't respond via email

non sono in sospeso non riesco a fare il login e non rispondono via email

hi, is there any news? can you talk to the casino?

ciao ci sono novità? voi potete parlare con il casino?

I opened this complaint 2 weeks ago, when will you reply?

ho aperto questo reclamo 2 settimane fa , quando mi rispondete?

Hello lucyBra,

We always have to get as much information as we can from the player first. Your complaint will be now forwarded to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, lucyBra,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear GoldBet Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to withdraw his disputed winnings? If we are talking about a breach of the casino's Terms and Conditions and the winnings were confiscated, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

the casino continues to ignore me completely, even though I requested closure more than a month ago so as not to play anymore, I also wrote to their certified e-mail

il casino continua ad ignorarmi completamente , nonostante io abbia richiesto la chiusura da piu di un mese per non giocare piu, ho anche scritto alla loro mail pec

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.

Dear lucyBra,

Since we are talking about one of the more reputable casinos, I am extending the timer once again. I am in contact with a person from the casino, and some time ago, I was told that someone should contact me. Unfortunately, it has not been done yet. I connect with them again and will wait for their response.

However, if no one from the casino contacts me regarding the matter or provides me with relevant details until the current timer expires, the complaint will be closed in accordance with the information in my previous post.

Once I have any news or updates, I will inform you.

Thank you for your patience and understanding.

Dear lucyBra,

Alright, there was a little problem in communication with the casino. However, I managed to connect with them finally, and this is what I found out:

• Despite a positive balance, you asked the casino to close your disputed account
• In such a situation, players are requested to provide a valid IBAN
• Due to delays in informing about an IBAN and delays on all involved sides, the processing times were longer than usually
• Finally, everything should have been resolved successfully, and the payment should have been processed on May 5, 2024

Can you please confirm the above-stated? Have your disputed funds already been credited to your payment method?

Can I consider the matter successfully solved and close the complaint, or is there anything else I can help you with?

Looking forward to hearing from you.

yes I received the money after having threatened them 40 times via email, it's not me who didn't send the iban test pdf but their completely non-existent and scandalous assistance that completely ignores emails

si ho ricevuto i soldi dopo averli minacciati 40 volte via email, non sono io che non ho inviato il pdf di prova iban ma la loro assistenza completamente inesistente e scandalosa che ignora completamente le email

What great news, lucyBra!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thanks also to the GoldBet Casino Team for their help and cooperation.

Best regards,

Branislav, Casino.guru