Complaint #9 Goldenbet Casino

Software Issues and match disappeared

By mjt0985

3 years ago

I have used Goldenbet for a while and never had any issues. However, I feel they have acted unfairly and randomly with their software.

I placed a large bet of £14725.44 on the tennis match of Blumm vs Maginley on 29/01/2023 at 22:01:50. I bet on Brumm and he lost the first set. In the middle of the second set, the match completely disappeared from the website. I raised this with Goldenbet to which the chat was abruptly closed, I thought it would resolve itself.

I followed the match on other gambling websites and Brumm won the second set. The odds were still in Brumm's favor (I have screenshots taken from other betting websites) but at the start of the 3rd set, I wanted to cash out, however, the option was not available, and the match still did not exist on the website. I have screenshots that are the time and date of the match not being there at a time when the match was still live, as well as a picture of my bet with the cashout option not available.

I contacted Goldenbet at this point again and they again would not provide an explanation as to why the match was not on their website, I have a copy of the conversation. The markets were live everywhere else (skybet, williamhill) but not on goldenbet's website (also have screenshots of this). They told me the cashout option should still be available but I showed them a screenshot that this wasn't the case.

I feel that due to the size of my bet, the removal of the match and me not being able to cash out was not an accident. I asked if they would return my stake whilst the match was still in play due to an obvious software error but they refused. I would be happy to settle for a small reduction in the stake such as £10,000 instead of £14725.44 as the odds were in my bet's favor at the time.

I am trying to attach word documents where the screenshots are saved from my laptop but I am receiving this message

"Upload error. Only the following characters are supported: lower case & upper case letters, numbers, '_' and '-'."

Please can you email me so that I can attach them in return?

I have also emailed them to Goldenbet directly.

Disputed Casino Goldenbet Casino

Reason Software glitch

Amount £1500

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

mjt0985

3 years ago

Dear AskGamblers Complaint Team,

A resolution has been reached with myself and Goldenbet Casino. Please mark this complaint as resolved.

Many thanks!

mjt0985

3 years ago

I have attached the attempts to resolve this complaint with GoldenBet.

They quote "to use the 'CASHOUT' function, the positions in the bet must be active."

I told them that they have told me on two occasions that if a problem arises on their end that prevents the positions in the bet being active (stopping the cashout function), they can refund the full bet. I took screenshots of them telling me this and have sent them directly to them a few times now, as well as on this complaint with AGCCS.

After I told them this, the conversation became more about why the match disappeared in the first place.

All they have been able to tell me is:

"Please be informed that match has been removed from the website according to the information received by the provider"
"The match has removed from the live betting according to the Company's sole decision."
"Please be informed that it is company's sole discretion to open or close the match for betting"

I have asked them 4 times within the attached email correspondence who the provider/company is, why it was only them that was affected and no other bookmaker, and evidence to support their statements. This information they have provided is that unclear, that I can't tell if they are referring to themselves when they say "the Company".

I feel asking for this was completely reasonable given that I have had to provide a lot of evidence to support my complaint and my word alone would never have been accepted. I feel it only fair that GoldenBet do the same. AGCCS also ask for a "detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player".

Please see GoldenBet's post on this thread on 3rd February 2023. They state "System automatically disabled cashout option when you made bet".

What they told me here is not true. They have now confirmed within the attached emails that the “game was removed from the website 50 minutes after you placed a bet, during this time you have had cash our possibility.”

I told them my bet was losing during these 50 minutes, which they will be aware of, and that I wanted to cash out when the score was level so that I would return a bigger amount. I think that is completely reasonable. I couldn’t cashout when the game was level because the game had been removed. If I had known this was going to happen I would have cashed out earlier.

They offered a goodwill payment of 1500 GBP which I told them I was thankful for. Given that the complaint is in regard to 14725.44 GBP, I told them it was really difficult to accept it without any evidence from them, especially when they have not always been truthful with me. I made a few offers and told them I was happy to discuss it further.

Their final reply was:

"As we have informed you in the previous correspondence it is company's sole discretion to open or close betting on the specific match or event, you have placed a bet and lost according to the market rules, you are not entitled for a refund. In addition, we would like to mention that the current response is final from our side and your subsequent inquiries will not be considered by us for complaints."

I am completely happy to accept 1500 GBP if they just sent some evidence which proved the issue in this complaint was not on their end. As I've mentioned previously and provided evidence for, if it was an issue on their end, I would be entitled to a refund of 14725.44 GBP, which is a huge difference.

I want to make a final plea with GoldenBet to provide this evidence, if they can, I will accept the 1500 GBP and close the complaint. I feel this is only fair and in line with what is requested by AGCCS.

mjt0985

3 years ago

Dear GoldenBet,

I have sent you a reply and I’m awaiting your response.

Thanks

Goldenbet Casino Complaint Stats

Resolved 33 / 33

Avg. Amount $8,830

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

Goldenbet Casino Complaints

See all complaints for this casino

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

Frustrating and Unacceptable Service from Goldenbet

Frustrating and Unacceptable Service from Goldenbet – Over 10 Days for Verification, Withdrawal Blocked

I am writing this review to express my deep dissatisfaction with the service I have experienced from Goldenbet. It has been over 10 days since I submitted a video for account verification, and I am yet to receive any concrete feedback or update on its status.

Every time I reach out to the support team, I am met with vague responses stating that my account is “still under review” and that I should “wait for verification.” No further explanation is provided, and no timeline is offered. When I try to clarify the situation through the live chat, I am told to verify my account… which is exactly what I have been waiting to do for more than 10 days now.

This lack of transparency is particularly frustrating because, without this verification, it is impossible for me to withdraw my money. I am essentially locked out of accessing my own funds due to this never-ending verification process. If additional time or specific documents are required, this should be communicated clearly to the user. Instead, I am caught in a frustrating loop with no real progress or solution in sight.

I understand that verifications can take time, but it is unreasonable to leave a customer in the dark for so long, especially when it directly impacts their ability to access their funds. This experience has seriously damaged my trust in Goldenbet, and I am beginning to question whether this is the kind of service I want to continue using in the future.

I hope this review pushes the team to take immediate action to resolve this issue and to provide a more efficient and transparent verification process for their customers, so that situations like this do not occur again.

Resolved

€3,437