Complaint #27 Goldenbet Casino

Unfairly retracted my withdrawal limits

By Matthew C.

3 years ago

Good Evening,

I am writing to you today to complain about an online casino, GoldenBet. (https://goldenbet.com/en/) GoldenBet has an active license and accreditation with Curacao eGaming - I thought this implies it is safe to gamble, but I am in doubts that it is after my experience.

My username at GoldenBet is < personal data removed >. I have been in contact with GoldenBet management via live chat and email back and forth. However, disappointingly we are unable to mutually resolve this issue. To be honest, every time I contact them, I am told something different. It is a shambles - It has me questioning if they are legitimate and I wouldn't be surprised if they are breaking their licence conditions. I have been left with no other option but to raise this dispute further as I am not getting anywhere myself. Hence, my email of complaint to you this evening.

I joined GoldenBet on 02.06.2023. I am a high stakes gambler and I have wagered in excess of 1.5 Million GBP since joining GoldenBet, primarily playing Evolution games (blackjack, roulette, crazy time etc) with some sports bets as well. Fortunately, I have built a significant balance of 122,500GBP. I deposited a total of 6,250GBP and have successfully withdrawn 13,000GBP to date. I have screenshots to prove these numbers. I have a log and evidence of every single bet I have placed with GoldenBet that I am happy to share with you as well if required.

As I am sure you are aware, GoldenBet has standard withdrawal limits of 6,500GBP per week, 13,000GBP per month. I contacted GoldenBet with a request to increase my withdrawal limits, based on my high wager and high stakes gambling, which was approved after some persuasion. I have email confirmation of this approval (see attached). My limits were increased to 13,000GBP per week and 26,000GBP per month, which I thought was fair and reasonable. I made my first withdrawal of 6,500GBP on 14.06.2023, and a further withdrawal of 6,500GBP on 15.06.2023. These both went through fine and I waited a week (until today) to request further withdrawals. However, unbeknown to me (until I tried to withdraw today) this offer has since been retracted. I have had no explanation or communication as to why this is the case. I instructed GoldenBet to place my account into withdrawal only mode yesterday - which is probably why they have since retracted it, surprise surprise...

At this rate with the standard withdrawal limits, it will take me over a year to withdraw my balance, which in my opinion is completely unfair and unreasonable. I have informed GoldenBet that I will not be placing another bet until the entirety of my balance has been successfully withdrawn and they are now being very difficult.

I am requesting that GoldenBet pay what is owed to me, my balance of 122,500GBP and close my account indefinitely, which they actually refused as of today. I would appreciate your assistance with this matter and I would appreciate your assistance in helping me to claim my winnings and what is fairly and rightfully owed to me. I am concerned GoldenBet will just close my account and I will not see this money again!

I would strongly advise you avoid gambling with GoldenBet if you are reading this! Even if you win like me, it is impossible to get fairly paid out! It is not worth the headache, trust me.

Thank you.

Disputed Casino Goldenbet Casino

Reason Deposit limits

Amount £122500

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.

Brian59

• United Kingdom

3 years ago

Please mark this as resolved for now. I will be in touch and request AskGamblers to re-open this case if I experience any further issues withdrawing. Thank you.

AskGamblers

• Support Team

3 years ago

Dear @Brian59,

The AskGamblers Complaint Team is kindly asking you to update your complaint and let us know if you consider the complaint resolved. Please note that in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

We would also like to use the occasion and remind you to contact our team and request the reopening of a complaint in case something goes wrong with your outstanding payment/s.

Thanks in advance for your cooperation.

Goldenbet Casino

• Representative

3 years ago

Hi,

Case can't be opened during that period , you can open it anytime , now Askgamblers please check the discussion and solve the ticket as it should be.

The questions user has can be discussed directly with brand via live chat or email , it's not related to Askgamblers.

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