Complaint #66 Goldenbet Casino

Delayed payment video verification

By Luke97

2 years ago

I have a balance of €1745.33 with Goldenbet. My account is already verified and have previously had no issues with deposits or withdrawals. In recent weeks my sports bets have been restricted and I can only place multiples where price is 1.3 or bigger. After this I tried to withdraw my full balance but the following day it was returned to my account. They sent me an email stating I needed to do video verification which I did following morning on 05/09/24. They said it would be done in around 24 hours, then they said 48 hours, then it was this week in business days and now they are saying 19th September before it will be reviewed. Withdrawals were blocked on my account but they were still letting me place bets until I asked them to block the bet function until withdrawal issue was resolved.

Disputed Casino Goldenbet Casino

Reason Delayed payment

Amount €1745.33

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

As apparent from the Goldenbet Casino explanation, and submitter's confirmation, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

While we understand that the complainant is not fully satisfied with the outcome we can only suggest 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.

Luke97

2 years ago

Don’t close the complaint as it’s not resolved. You have failed your duty of care so I will go to the regulator. You should post the vpn and ip addresses on here for transparency. I have been betting since o was 18 and have never had money stolen from an account, although this is the first time I have ever used an account under the curacao licence

Goldenbet Casino

• Representative

2 years ago

Hi,

Our team will provide you details of crypto addresses which was used and VPN information and device information used on your account.

@askgamblers - please review the case and close as resolved ! As that's the thing we closed fairly.

Luke97

2 years ago

I have kept all my details private, how can do I know that this information hasn’t been hacked from your side? Is it just a coincidence after you block my payments for 2 weeks and the day after you verify my account is hacked and money sent to method I have never used. If I don’t get a satisfactory resolution then I will raise with the regulator. As I have previously asked what is the ip address used for the withdraw to the lite coin wallet

Goldenbet Casino Complaint Stats

Resolved 33 / 34

Avg. Amount $8,571

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

Goldenbet Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 24 out of 24 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

Goldenbet Casino Complaints

See all complaints for this casino

Deposit casino

Dear AskGamblers Team,

I am launching a formal complaint against Goldenbet Casino regarding an uncredited cryptocurrency deposit.

Exactly 14 days ago, I made a successful Ethereum (ETH) deposit from my personal Coinbase Wallet directly to the unique ETH deposit address provided by the casino. On the blockchain, the transaction is 100% successful, fully confirmed, and marked as 'Sent' in my wallet.

However, the money has still not appeared on my casino balance after 17 days. I have sent 4 emails and tried to contact them via live chat multiple times. The casino is completely ignoring me, they refuse to reply to my emails, and their live chat support has stopped responding to my messages entirely.

Since the blockchain proves the funds are in their possession, I request the casino to manually review my transaction and credit the money to my account immediately.

My Casino Username:player670469

My Registered Email: < removed and sent to the casino >

Transaction Hash (TXID):

0x1ac5aa6adcbc59966ebb492d70606864191e8c3aba44d35f08a9594e9ce9b6b2

Unresolved

$25

Account blocked with 17500 EURO for no reason

Dear AskGamblers Complaint Team,

Today I received an email from Goldenbet stating that my account had been permanently closed due to alleged violations of their Terms and Conditions specifically sections 10 (Anti-Fraud Policy) and 12 (Withdrawal and Refund Policy). They also stated that my full account balance had been forfeited as a result.

However:

I was never informed of the specific violation I allegedly committed.

I was not given a chance to respond, defend myself, or provide documentation.

I had completed all necessary verification steps to the best of my knowledge.

I used only one account, with my own identity and payment methods.

Goldenbet's Terms allow them to confiscate funds at their sole discretion without prior notice, which I believe is being applied unfairly and without due process in my case.

I am requesting AskGamblers' assistance to:

Help obtain a detailed explanation of the alleged violation.

Review whether the closure and fund seizure were justified.

Seek the return of my original deposit, at the very least, if no valid fraud has been proven.

I am willing to provide all relevant documentation, including ID, payment proofs, and account history, upon request.

They have blatantly robbed me and taken my money. Not only did they confiscate my winnings, but they also refused to refund my own deposited funds, which total tens of thousands of euros. I have done absolutely nothing wrong, I played like a normal customer, without violating any of their terms or engaging in any suspicious activity. They have requested verification from me at least six times, and I provided all required documents every single time. Despite complying fully, they continue to fabricate reasons to block my account and withhold my funds without any valid justification.

Resolved

Goldenbet video verification

Hello!

I wanna make a complaint against goldenbet. First of all I am verified through their app and have made one successful withdrawal. Now when I tried making a second one, they asked me for video verification. So I sent everything they needed, and I got an email back that they have received the video and will contact me shortly. It has now been 8 days since I sent the video, and I have tried several times to email them why it's taking so long but I get no reply. Please help me, Thanks

Resolved

€1,000

Account under review

I’m terrified, I created an account, made a deposit, made 1 bet and nothing else, I didn’t have time to play before they asked me to go through verification, I passed it successfully, after which I was asked to go through video verification, which I also did and sent, after which for 3 weeks I’ve been just waiting for a miracle, you can see their answers in the screenshot that I sent, I just have no words for how disgusting this is)) -220£

Resolved

£220

Withdrawal Blocked After Verification No Response for Over 10 Days

I would like to file a complaint regarding GoldenBet. After playing and requesting my first withdrawal, I was asked to complete identity verification, which I successfully passed. Then, they asked me to submit a verification video, which I did. According to their terms, the video should be reviewed within 2–3 days, but it's now been over 10 days, and I’ve received no response or update.

I contacted support around 10 times, but all I get are copy-pasted answers like “Sorry, it takes time, we can’t provide any more information.” When I ask them to forward my request to the verification department or allow me to speak to someone else, they refuse or even close the chat.

I also have screenshots clearly showing:

My repeated attempts to ask for help

Their vague responses

How they end the chat when I ask to speak to another agent

At this point, I believe they are simply avoiding the withdrawal, offering no explanation and no willingness to help. I am still unable to access my funds, and no one is telling me why.

Please help resolve this situation. I am only asking for a fair review of my withdrawal request and access to my money.

Thank you in advance.

Resolved

$722

Account under investigation

Good day, dear AskGamblers team,

The respected GoldenBet casino is refusing to return my funds. I requested a withdrawal, after which they asked me to go through verification, which I did without any issues. I placed the withdrawal request and waited another day, but again the payment was declined, and the casino asked me to complete a video verification. I had never done this before and was very upset, I didn’t want to do it, but I had no choice. I completed the video verification and submitted the withdrawal request again. After another day, the withdrawal was rejected again, and I received an email saying my account is under investigation, with no clear time frame given. I asked them about the time frame 10 times, but they refused to answer. I said I was ready to cooperate, but once again, no one listened to me, and my request was rejected again, over and over.

My question is: why was I asked to complete verification and, even more strangely, a video verification if in the end they simply say "wait, I don't know when, and I don't know what"? What should I do about this?

Resolved

Delayed payment video verification

I have USD 1,004 in my Goldenbet account and I have not been able to make withdrawals for more than a week. My account was already verified.

On Friday, October 25, I made a withdrawal, but the next day it was returned to my account. They sent me an email saying that I had to do the video verification, which I did on the same day, October 26, they told me that it would take between 24-48 hours to do the verification.

During the past week I sent several emails asking why the verification had not yet been done and they told me that they were still verifying the video and that I should continue waiting. In the live chat they told me that they were still verifying the video and I should continue waiting.

It's been more than a week and the video verification has still not been done, which is why I cannot make withdrawals.

I hope this review will get the verification process done so we can resolve this issue.

I await your response. Thank you so much.

Resolved

$1,004

GoldenBet withdraw issue

Hello GoldenBet, I have been trying to withdraw my money ( 1039.37$ ) since more then 1 month now.

My account is under investigation, you haven't told me why, and when this investigation will finish. Matter of fact, I can't withdraw while a investigation is on my account.

Please, help me solve this issue, thank you!

Rejected

Investigation for intentional delay

Hello Dear AskGamblers Officials,

I saw the GoldenBet casino in your references and wanted to try it. After 1 or 2 weeks of making a deposit on the site, everything was going normal, but towards the end, they slowly started to cause problems. I have successful deposits and successful withdrawals on the site. Until now, I have always made deposits and requested withdrawals using the same methods. Now I do not understand why they did this. I did not act against the rules and conditions of GoldenBet casino and I gambled normally. They asked for multiple verifications and unnecessary verifications to distract me, I completed all of these verifications, after completing them, they put my account under investigation, I am a victim of such things they do and my $2,100 money has been in my balance for almost a month, I need this money, I can neither withdraw my money nor go to the casino. I can't play, please, I request you to help me on this issue, I have not done anything wrong.

Resolved

$2,100

I can't withdraw since more then 1 month now

Hello GoldenBet, I have been trying to withdraw my money ( 1039.37$ ) since more then 1 month now.

My account is under investigation, you haven't told me why, and when this investigation will finish. Matter of fact, I can't withdraw while a investigation is on my account.

Please, help me solve this issue, thank you!

Resolved

$1,039