Goldex Casino - Аккаунт игрока был закрыт.

I made a €200 deposit for the second welcome bonus and was able to wager the bonus and withdraw €3235. The next day I tried to log in to my account, but when I logged in I got a message saying "your account has been disabled". I sent them an email asking what this was and they replied:

"Your account has been closed by a decision of the administration.

Unfortunately, this decision is final, and the account cannot be reopened.

In order to receive your winnings, please kindly upload a bank statement for August transactions, in PDF.

A selfie with your ID document. Requirements of the selfie:

- all information in the document should be clearly visible;

- the elbow of the hand holding the document should be visible.

And upload a selfie with your ID document and a sheet of paper with the text "Hello casino name, current date". Please note, that the sheet of paper should be lined or checkered (we don't accept monotonous paper).

​

Note that all information must be clearly visible. Your hand holding these documents should also be visible."

I sent them all these documents and asked them by email a few days later what the situation was. At first I got a response that 3 more documents were needed, even though I had sent all four. I asked them to look again at my email where I had sent all the requested documents and then I got this response:

"Dear Atte,

​

Your account has been closed by a decision of the administration.

Unfortunately, this decision is final, and the account cannot be reopened.

We will refund your deposit amount. But in order to do so, we would like to ask you to email us with the following information:

Account holder's name: X (full name should be provided)

Account holder's address: X (physical address: city, street, building)

Account holder's email address: X

Bank name: X (full name of your bank)

Bank address: X (physical address: city, street, building)

IBAN: X

SWIFT (or BIC): X"

So at first they were paying and there shouldn't be any problem, but after I sent the documents they decided to just try to refund my deposit...

Tein 200€ talletuksen toista tervetulobonusta varten ja sain kierrätettyä bonuksen loppuun ja tein 3235€ noston. Seuraavana päivänä koitin kirjautua tililleni, mutta kirjautuessa tuli ilmoitus "your account has been disabled" Lähetin heille sähköpostia, että mitä tämä on, niin he vastasivat:

"Your account has been closed by a decision of the administration.

Unfortunately, this decision is final, and the account cannot be reopened.

In order to receive your winnings, please kindly upload a bank statement for August transactions, in PDF.

A selfie with your ID document. Requirements of the selfie:

- all information in the document should be clearly visible;

- the elbow of the hand holding the document should be visible.

And upload a selfie with your ID document and a sheet of paper with the text "Hello casino name, current date". Please note, that the sheet of paper should be lined or checkered (we don't accept monotonous paper).

​

Note that all information must be clearly visible. Your hand holding these documents should also be visible."

Lähetin heille kaikki nämä dokumentit ja kysyin muutoman päivän päästä sähköpostilla mikä on tilanne niin aluksi sain vastaukseksi, että tarvitaan vielä 3 muuta dokumenttia, vaikka olin lähettänyt kaikki neljä, pyysin katsomaan uudestaan sähköpostini jossa olin lähettänyt kaikki pyydetyt dokumentit ja sen jälkeen sain tämän vastauksen:

"Dear Atte,

​

Your account has been closed by a decision of the administration.

Unfortunately, this decision is final, and the account cannot be reopened.

We will refund your deposit amount. But in order to do so, we would like to ask you to email us with the following information:

Account holder's name: X (full name should be provided)

Account holder's address: X (physical address: city, street, building)

Account holder's email address: X

Bank name: X (full name of your bank)

Bank address: X (physical address: city, street, building)

IBAN: X

SWIFT (or BIC): X"

Ensin siis olivat maksamassa eikä pitänyt olla mitään ongelmaa, mutta kun olin lähettänyt dokumentit niin päättivät koittaa vain palauttaa talletukseni...

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Goldex Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?   
• Did you receive any prior warnings or communications about your account status before it was disabled?
• Have you received confirmation from the casino that they have received the documents you submitted?
• Can you please specify if you also claimed the 1st deposit bonus before the second one?

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

Best regards,

Natalia

Important Notice:

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

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

If anything seems suspicious, contact us directly.

Stay safe.

Thanks for fast response, i played slot games and did not get any warnings, my account was disabled right after i made withdrawal. They have not responded after my latest email. Yes i played the first welcome bonus and lost and made the second one, they have 3-4 welcome bonuses if i remember correctly

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

They actually contacted me again right after i made this complaint and was willing to pay. I have now sent my payment information for them. Ill let you know if i receive my winnings

Thank you for the updates! Please keep me informed about any further developments.

We will keep this complaint open until you confirm your withdrawal has been successful.

Dear atehonkane,

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.

Hello! Casino has paid my winnings so this issue is solved

Dear player,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Natalia

Casino.Guru

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear atehonkane,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Natalia