Goldbet Casino - Запрос игрока на вывод средств задерживается из-за проблем с верификацией.

After changing my ATM card, Goldbet rejected my withdrawal and requested another KYC verification. This has been going on for 10 days, with the documents sent twice. I'm being dismissed with messages saying "my case is being forwarded for urgent consideration," and this continues each time.

Po zmianie karty bankomatowej Goldbet odrzucił moją wypłatę żądając ponownej weryfikacji KYC. Trwa to już 10dni, dokumenty wysyłane dwukrotnie. Jestem zbywana wiadomościami, że "moja sprawa zostaje przekazana do pilnego rozpatrzenia" i tak za każdym razem.

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Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Has your previous ATM card already been reviewed and approved by the casino during the verification process?
• Have you used your new ATM card to deposit funds into this casino, or do you intend to use it only for withdrawing your winnings?
• Which documents have you submitted to the casino for the verification of this card?
• Has the casino approved all your other identity documents during the KYC process?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Unfortunately, I would like to inform you that since this casino has 35+ cases closed as "No Reaction Policy," we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach. Regrettably, it seems to be a common practice of Goldbet Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in number. We strictly recommend staying away from Goldbet Casino. I wish I could be of more help. The casino can reopen this complaint anytime.

Best regards

Veronika

Casino Guru

We’ve reopened this complaint at the request of Goldbet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The casino sent us the following message for the player:

Hello! I see that your issue has been resolved and verification has been completed. Do you still have any questions?

Dear Arli92,

Could you please confirm that your problem has been resolved in the meantime?

Dear Arli92,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru