GoldBet disabled my account and didnt pay my money

UNRESOLVED
posted on October 14, 2013.

I made my deposit to Goldbet casino and received the welcome bonus!After I finished wagering the bonus I contacted the support team via live chat to ask them what documents are required for verification!They told me to send copy of my ID card front-back!I sent the copy and they replied that my account is disabled because I didnt completed the kyc verification!I decided to contact them via live chat,but the chat operator didnt told me the reason for closing my account,he told me that the copy of ID wasnt good,thats all!I decided to reply to the e-mail received and they responded with the same e-mail and the same reason,that I didnt completed the kyc verification!I talked to live chat four times and I received the same answer,and also via e-mail I received 4 times the same e-mail!In their terms and conditions its written clear: "GoldBet retains the right to exclude Users from his services at its discretion. In this case we will refund the residual credit balance in the Account using the same payment method provided upon registration, or any other payment methods adopted subsequently by the customer upon their appropriate verification" but when I requested my money in my skrill account they told me that I have to complete the verification to receive my money!

posted on October 16, 2013.

We are constricted by Privacy laws and therefore It is our policy not to comment on individual cases such as this.


However Goldbet would like to make it very clear that we are a responsible gaming provider. We welcome all players who wish to enjoy the entertainment opportunities that we provide within a safe, secure and regulated environment. We are governed by the laws of Malta, European Directives as well as holding licenses issued under the Maltese Lotteries and Gaming Act. These laws and regulations place very strict procedures and guidelines on the way that we interact with our customers and we do our very best to be transparent with our players by providing very clear, and specific, Terms and Conditions under which we accept players, validate their accounts and process payouts.


Whilst Goldbet have had a couple of teething issues with this promotion, as far as we are currently aware all players that have registered under this promotion have been dealt with fairly, in as short a timeframe as possible and with adherence to the above policies. We have verified many, many accounts and processed daily payouts under the “OMG They Spilled Money” promotion, even some payouts in excess of 5 figures. In addition our stated aim is to process all payouts within 48 hours of the request being made and/or account verification being completed satisfactorily.


We take our responsibilities seriously and will continue to do so.


With best regards,

Goldbet Casino

posted on October 16, 2013.

And where is the response in my case?I didnt understood anything!I want to know why you didnt accepted my copy of ID!Its simple!And also I want my money in my skrill account because I consider that I didnt anything ilegal and I have the right to withdraw my money won fairly!

posted on October 17, 2013.

I sent yesterday scanned copies of my ID and also a scanned copy of my birth certificate but it seems that they dont want to reply anymore!The documents I sent are legal and I dont know why they are rejecting them!I want to mention thet this documents were accepted with no doubt to other important casinos and other forex brokers!

posted on October 20, 2013.

Still no response from them!It seems that they dont care about this situation!