Account blocked with 17500 EURO for no reason

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Goldenbet Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

How can they say "In this case, the wallet address [0xDFD­­0d­0­f­41­­4D3­­D9­4­3­Fb­­53A­­68­d­8­E4­­d54­­f8­4­1­C0­­B530] was used to withdraw funds from two separate Goldenbet accounts. This is not permitted under any circumstances, regardless of the player's personal explanation."?

Intent matters. Your Terms are designed to prevent fraud, bonus abuse, or collusion, not to punish users when someone else sends crypto to their wallet without their knowledge. In my case, the transfer was personal, external to Goldenbet, and I had no knowledge it was connected to another account on your platform.

If someone else uses my wallet address without my awareness, it is completely unreasonable to hold me responsible. This policy could be exploited by bad actors to deliberately cause bans on other users. Simply sharing a wallet address without evidence of coordination or fraud should never be grounds for seizing both accounts funds.

Goldenbet has still failed to provide any evidence of collusion, fraud, or wrongdoing on my part. Without that, enforcing such a severe penalty especially confiscating my own deposits is not just unfair, it’s unethical.

Dear AskGamblers Team,

Thank you for continuing to review my case.

Goldenbet’s most recent response confirms only one thing: that a single crypto wallet address was used across two accounts, and that no actual evidence of fraud, collusion, or intent has been provided.

Key points:
The wallet is mine, and I used it in good faith.
I had no knowledge that this address had previously been used by someone else on Goldenbet. The other person is a friend who, unbeknownst to me, had an account and sent funds to my wallet to repay a personal debt. That transfer was entirely external, private, and not associated with any gameplay or collaboration on Goldenbet.

No technical evidence of misconduct has been presented.

Goldenbet has not provided:

Matching IP addresses or devices

Similar gameplay patterns

Login data overlap

KYC linkage between me and the other account

Their entire case rests solely on the reuse of a payment method, which, in the world of crypto, is not inherently fraudulent. Wallets are often reused or shared unintentionally, especially when a friend sends you a payment without your knowledge of their prior activity.

The punishment is disproportionate and unfair.
Even if the wallet reuse breached a policy, this does not justify confiscating my entire balance, including my original personal deposits totaling tens of thousands of euros. I have not received any of my own funds back, despite not violating the platform with intent or malicious action. This is a clear abuse of the terms.

Section 12 is being enforced blindly and without due process.
Goldenbet’s refusal to review the context, intent, or actual behavior involved shows a deeply unfair system that allows accidental overlaps to result in total account seizure. If I had known my wallet had ever been used by another user, I would have never used it on Goldenbet again. But that wasn’t the case.

The other reasons as to why this is absolutely wrong of them to do is:

1. No Proof of Intent or Fraud
The rule they cited is clearly designed to prevent intentional multi-account abuse or fraudulent activity. In my case, there is zero evidence that I engaged in any such behavior. I was unaware that the sender of one transaction had any connection to Goldenbet. This was a private, off-platform transfer between friends to settle a personal debt not an attempt to evade casino rules. Goldenbet has presented no proof whatsoever of any coordination, intent, or collusion.

2. My Wallet Was Used for My Own Withdrawals, not theirs
My crypto wallet was used only to receive withdrawals from my own Goldenbet account. I did not withdraw on behalf of anyone else. If another user happened to withdraw funds to my wallet address without my permission or knowledge that is entirely outside of my control. That individual’s actions should not result in the forfeiture of my funds.

3. Seizing My Deposits Is Abusive and Disproportionate
Even if Goldenbet suspects a Terms violation, confiscating my original deposits (tens of thousands of euros) is unjustifiable, especially in the absence of proven fraud. These funds were deposited and wagered in good faith. No licensed or ethical operator would seize a customer’s personal funds without clear evidence of wrongdoing. Doing so is abusive, unethical, and unlawful.

4. I Was Denied Due Process
Goldenbet permanently closed my account and seized my funds without notifying me, providing evidence, or offering any chance to respond. This lack of transparency and refusal to allow an appeal violates the principle of fair treatment. Every player deserves the right to defend themselves especially in a case involving large sums of money.

I’ve used Goldenbet for many months and have lost significant amounts of money during that time. I have never been profitable on their platform, so their claim that I exploited the system is completely unfounded. It’s only when I finally started winning that they suddenly found a reason to withhold my funds. I respectfully request that this matter remain open and not be closed, as allowing this behavior to go unchallenged would be enabling what feels like outright theft. Thank you for your continued support.

Dear AskGamblers,

Thank you for the follow-up.

We confirm once again that the player’s account was closed due to a clear violation of our Terms and Conditions, specifically Section 12, which strictly prohibits the use of the same payment method (including crypto wallet addresses) across multiple accounts.

In this case, the wallet address [0xDFD­0d0­f41­4D3­D94­3Fb­53A­68d­8E4­d54­f84­1C0­B530] was used to withdraw funds from two separate Goldenbet accounts. This is not permitted under any circumstances, regardless of the player's personal explanation.

We will provide AskGam­ble­rs(­sup­por­­t@­a­s­kg­­amb­­le­r­s.com) with screenshots of the relevant transaction logs for your internal confirmation.

Goldenbet has acted fully in line with our published rules. The player accepted these Terms upon registration, and the enforcement of these conditions is not subject to individual interpretation or appeal. We consider this matter closed.