Goldbet casino 580 PLN problem

Detailed Description of the Issue:

​I am submitting a formal complaint regarding an arbitrary account block, unfair confiscation of funds, and refusal to process my withdrawal of 580 PLN by Gold Bet.

​Player's Statement & Proof:

​Blocking a verified user's account and withholding legitimate winnings right after a successful bonus turnover—simply due to a standard cellular IP address change—is completely unfair and constitutes bad faith practice.

​I kindly request Casino Guru's mediation to contact Gold Bet management, review the audit logs and KYC documents, and assist in releasing my 580 PLN balance.

​Attached Evidence (ready upon request):

Gold Bet blocked my account and confiscated 580 PLN in winnings after I completed a bonus turnover and submitted my KYC documents. They falsely claimed a "Duplicate Account" (Section 3.3/3.4) simply because my device switched to mobile LTE data (dynamic IP). All my personal details and payment methods are 100% genuine and under my name, and I previously made a successful withdrawal of 180 PLN via BLIK without issues. I am fully prepared to undergo additional KYC verification to clear my name and request assistance in recovering my 580 PLN.

Profile my [email protected]

Switching to mobile data and receiving a different IP address would not, by itself, prove that you have a duplicate account. The key question is what evidence the casino is actually relying on.

Did they explicitly say your account was blocked because of the IP change, or did they simply refer to the duplicate-account rules in Sections 3.3 and 3.4? Could you share their exact explanation, with your personal details hidden?

You also mention submitting a formal complaint. Have you already submitted one through our Complaint Resolution Center, or have you only posted here on the forum? These are separate processes, and I’d like to establish whether your case is already waiting for review before suggesting the next step.

Please also remove your email address from the public post; you don’t need to share it here for us to discuss the situation.

​Casino's Explanation & Evidence:The casino provided no actual evidence or specific details. When I try to log in, I am greeted with an automatic ban message explicitly citing Sections 3.3 and 3.4 regarding duplicate accounts/shared IP/household (I have attached the screenshot of this login error as proof). I assumed the dynamic IP switch was the trigger because this ban occurred right after my withdrawal request and KYC submission. ​Complaint Status:I have only posted here on the forum so far and have not submitted a formal complaint through the Complaint Resolution Center yet.

Hello, and thanks for those details.

The part with dynamic IP makes sense to me; on the other hand, the same IP or even shared IPs is not a standalone proof, I'd say. At least from the complaint team perspective, it takes more to apply duplicate account rules on players.

So I wonder, since it's free, would you be interested in lodging the complaint request? I'd say having a chance to ask for another opinion could help, especially if the casino remained convinced there was a breach after all while you may disagree.

The casino has blocked my account and confiscated my winnings of 580 PLN, claiming a breach of rules regarding duplicate accounts / shared IP. However, I strongly disagree with this decision:

​Since the casino refuses to review my case and keeps providing generic responses, I would appreciate your mediation to ask the casino for actual proof of a violation (such as identical personal details or shared payment methods) rather than just an IP match.

Sure thing, you are welcome.

I suggest starting with this link: https://casino.guru/complaints/create 👈

Since my colleagues, the mediators, will hear about this problem for the first time, feel free to collect all the details you posted in this thread and assemble them into one specific description. The more details, the better, though I understand thanks to the sporadical information you actually got from the casino, it won't be very long. That's ok. Add the screenshot of the email too. That's certainly helpful. The process allows the casino 14 full days to resolve the matter, let's say without our interference, on the other hand, I'd say it won't hurt to be prepared. Honestly, I'm not sure how long you have been struggling, so please mention some exact days to the mediators as well. That's basically all that's usually needed for a start.

So, if anything feels weird or you could use some help, respond to me here. Ok? 🙌

Απλώς με βάση τη διεύθυνση IP, μου φαίνεται περίεργο που θα μπλοκάρουν έναν λογαριασμό. Ας δούμε τι θα πουν αν υποβάλει καταγγελία, γιατί μάλλον θα πρέπει να εξηγήσουν τι συνέβη με περισσότερες λεπτομέρειες.

That's basically what we aim to express in the complaint. 👌

Hello, I see you deleted some posts here on the forum. I'm not sure why, but I hope nothing bad has happened.

Still, the complaint is still on so please respond at least to Atti. Thank you.