Pending Cashout for too long

Many Emails to their verification team but they keep answering unrelated answers as if they don't even read my emails.

I sent them 2 types of ID including my Passport but they keep saying my documents are not valid. The bill they liked but not the ID, it is not a joke it is reality in Goldbet.

Here are some Emails I sent and their reply

Hello

I have sent to you 2 photo ID.

Please confirm, what photo ID did you received till date.

Regards,

R

Dear R,

Thank you for contacting us.

We would like to inform you that we could not proceed with the verification of account because the copy you sent us is (Passport and ID ):

- Not valid for identification

We kindly ask you to provide us with your government issued photo ID.

In order to verify your identity the documentation submitted must satisfy the following requirements:

- Be readable

- Be valid

- Front-back copy

- Format: jpg, pdf, tif (max 5MB)

All the above-mentioned requirements must be satisfied.

Please send the documentation only once, specifying the username, to the following e-mail address:

[email protected] or by fax to 0043 512 39 64 39 603.

The document sent will be checked as soon as possible (within 24-48 hours of receipt). Once we have received the document, we will send you a confirmation email.

Please feel free to contact us if you have any additional questions.

Sincerely,

Valentina

GoldBet Staff

Dear R

Thank you for contacting us.

We kindly inform you that we have received your proof of address, but in order to verify your account you should send us a front and back copy od 2 types of identity document (Passport, Driving License, ID).

In order to verify your identity the documentations submitted must satisfy the following requirements:

- Be readable

- Be valid

- Front-back copy

- Format: jpg, pdf, tif (max 5MB)

All the above-mentioned requirements must be satisfied.

Please send the documentations only once, specifying the username, to the following e-mail address:

[email protected] or by fax to 0043 512 39 64 39 603.

The documents sent will be checked as soon as possible (within 24-48 hours of receipt). Once we have received the documents, we will send you a confirmation email.

I did play on goldbet casino and sports and i did win 6000€. Then I did make a withdrawal 7.02.2014 and they asked documents ID of me. I did send it to them and they did accepted that ok! Then they asked to veryfied my address and i did send my bill and they accepted that, but then payments partment asked a nother profe of address and i did send my visa bill. Then i havent hear them anything over a week. I did talk to the customer service but they did say soon, but checking one address shouldn't last over week. I hope that this issue will be solved soon as possible.

I deposited her with the code ASKGAMBLERS200 which gives a 200% welcome bonus and 25 free spins wager free on Twin Spin once you have played through your bonus. Whether you win or loose you are entitled to free spins. I spoke in depth with Michele and support before I deposited and specifically asked her how do I claim the free spins. I asked her when my balance reaches zero will the free spins be credited and she said yes. As soon as I played my money I contacted support and was told they would be credited Monday as they don't credit it on weekends. On Monday there were no spins in my account so I again spoke to support who said wait another 24 hours. I had to verify my documents then BEFORE the free spins were credited. They weren't willing to give them until I done this. So I done it. Then I had an email saying free spins have been credited but I need to have a positive balance to play them. It does not state this anywhere in the terms. When I said this they came back and said once your balance is equal or less than €1 your bonus is automatically forfeited!! Yes it does say that in the terms but it does not say anywhere that you have to get to exactly €1 it says you have to play all your money. You can't enter a slot with less than €1 so that is just an excuse because they don't want to credit the spins. At the end of the day that is what they should have said in the terms that you need to keep at least €1 in your account in order to play the free spins. But they don't!

Im seeking help for my pending payout request at goldbet casino. I singup after i noticed this great promo in your message board in the end of october: http://www.askgamblers.com/forum/topic/3218-exclusive-200-up-to-%E2%82%AC1000-25-free-spins-on-south-park-from-goldbet-casino/

After a great playtime at their piggyriches slot, i had brought up my balance to 9607euro and requested a payout for 5000euro. They asked me so send in copys of my id card and a recent utility bill, wich i had provided.

They had approved my documents and send the requested 5000euro to my skrill account a few days later, but then the problems started.

When i requested the remaining part of 4607euro for payout nothing happend, after a few email to their support, they asked me so send in a picture of myself holding the id card next to my face. So i made this picture of myself and send it to them, they confirmed it but i still recived no money.

So a week later i send another email and they replied, that they also want to do a phoneverification with me. I gave them a time when they could reach me and we talked over the phone for like 10minutes. After he confirms all his questions to his satisfaction with me, he just told me everthing would be fine, but he dosnt likes my voice, he said it sounds not fitting to my age for him. By the way iam 56years female and still wondering if this was an insult or a compliment by him.

Anyway this was over a week ago and i have still not recived the money and my recent emails to their support are not answered.

I uploaded a screenshot of my balance:
http://s7.directupload.net/images/131201/s4ka9pqg.jpg

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!