Goldbet Casino - Η ανάληψη του παίκτη καθυστέρησε.

Hello, I can't withdraw 5,000 UAH. Verification is taking a while, saying +/- 30 seconds. Then they sent me an email saying it would take 24 hours. After 24 hours, they said it would take 1-3 days. I sent the documents on the morning of May 10, 2026. Screenshots are attached.

Здравствуйте, не могу вывести средства 5000 UAH, затягивают верификацию, написано +-30сек,затем прислали письмо 24часа,по истечению 24часов прислали, что нужно 1-3дня. Документы отослала утром 10.05.2026. Скриншоты прилагаю

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Dear Kasa,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

1. 7

Hello, I'd like to point out right away that I'm from Ukraine, and I'm in France because I used a VPN to access your website, and my documents are Ukrainian. However, please note the time intervals, which range from 30 seconds to 1-3 days, suggest they're deliberately delaying verification and withdrawal. I've provided the necessary documents and emailed them a duplicate. I find this unacceptable.

Здравствуйте, хочу сразу сказать, что я из Украины, Франция потому что использовала vpn для входа на Ваш сайт, документы украинские. Но я Вас прошу обратить на временные промежутки, которые скачат от 30сек до 1-3дня,что говорит о намеренно затягивании верификации и выводе. Нужные документы передала и продублировала им на почту. Я считаю это неприемлемым.

Hello, I'm attaching a fresh screenshot from support (Agent Sofia). Now they claim the issue has been forwarded to their technical department, and again, they're not giving any specific timeframe. This is the third explanation for the delay in the last few days. The casino is clearly dragging its feet on the verification process and breaking all of its previous promises to me. I'm asking for an intermediary to intervene, as the situation hasn't changed since May 10th.

Здравствуйте, добовляю свежий скриншот от поддержки (агент София). Теперь они заявляют, что вопрос передан в тех отдел, и снова не называют никаких конкретных сроков. Это уже третья версия причин задержки за последние несколько дней. Казино уже явно затягивает процесс верификации нарушает все свои предыдущие обещания, данные мне ранее. Прошу посредника вмешаться, т к ситуация не меняется с 10мая.

Update: After I provided the casino with the complaint number on your portal, support responded immediately (literally within a minute). They requested my ID for a "prompt resolution." I submitted the information and am awaiting the results. It seems the matter only moved forward thanks to this post here.

Обновление: После того как я предоставила казино номер жалобы на Вашем портале, поддержка ответила мгновенно(буквально минута). Они запросили мой ID для "оперативного решения вопроса". Я отправила данные жду результат. Похоже дело сдвинулось с мёртвой точки только благодаря публикации здесь

Dear Kasa,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

An update on my case. Hello. I'd like to draw your attention to the timeline of their deception. On May 17th, customer support rejected my automatic verification due to a difference in the layout of my name, but they assured me it wasn't a problem and asked me to send photos of my documents by email (I'm attaching a screenshot). I immediately sent everything in high quality. But as soon as they received my files, the casino immediately blocked my account under clause 3.3 (allegedly for a duplicate account)! However, the casino's customer support is acting completely incompetent and contradicting itself: 1. In the official letter, the operator, Sofia, addressed me under a completely false name: "Hi Web." This proves either a serious technical glitch in their system, or that they intentionally confused my information with someone else's. 2. Just a couple of days ago, already in the "blocked for duplicate" status, I received an email from the casino's marketing department offering a bonus to my registered email. And in this letter, they address me by my real name! This official letter completely refutes their own ban and proves that my account is the only one that exists. The casino simply used the pretext of a re-verification to trick me into submitting documents, and then made false accusations to avoid paying my 5,000 hryvnias. I've attached screenshots of all the contradictory letters. Please help me force them to conduct a manual verification and return my funds.

Обновление по моему делу. Здравствуйте. Хочу обратить внимание на хронология их обмана. 17 мая служба поддержки отклонила мою автоматическую верификацию из-за разницы в раскладке имени, но заверили меня, что это не проблема, и попросили прислать фотографии документов на почту (скриншот прилогаю).   Я сразу же отправила всё в максимальном качестве. Но как только они получили мои файлы, казино мгновенно заблокировал мой аккаунт по пункту 3.3 (якобы за дубликат счета)!     Однако служба поддержки казино действует абсолютно некомпитентно и противоречит сама себе:  1. В официальном письме оператор София обратилась ко мне под совершенно чужим именем: "Hi Web". Это доказывает грубейший технический сбой в их системе, либо то, что они намеренно перепутали мои данные с чужими.  2. Всего пару дней назад, уже находясь в статусе " заблокирована за дубликат", я получила от маркетингового отдела казино письмо с предложением бонуса на мою зарегестрированную почту. И в этом письме они обращаются ко мне по моему Настоящему имени!     Это официальное письмо полностью опровергает их собственный бан и доказывает, что мой аккаунт существует в единственном экземпляре. Казино просто использовал предлог повторной проверки, чтобы выманить документы, а затем выставил фальшиво обвинение, чтобы не выплачивать мои 5000грн. Я прикрепила скриншоты всех противоречивые писем.    Пожалуйста, помогите мне заставить их провести ручную проверку и вернуть мои средства. 

Dear Kasa, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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

Karla