Resolved Goldenbet casino confiscated my winnings

[dmdm8385]

Hi I was unable to find a forum rep for goldenbet casino but I am currently having an issue with them. I deposited and played through nearly £2000 with them and last week I had a win. I tried to withdraw £1800 and sent all of my details for verification before I was allowed to withdraw. When returning to the site this was all rejected and my balance was reduced to £50. I contacted them via live chat to be told I had violated terms and conditions and that my winnings had been confiscated and I could only withdraw £50. They will not give me an answer as to why I have tried via online chat and numerous e.aiks but I am just getting completely ignored. Surely a reputable casino should not allow somebody to deposit all this money if they have no chance of winning? I don't know where to go next or what to do.

 

[maxd]

Hello,

If you'd like us to look into this for you you're welcome to use our complimentary Player Arbitration (PAB) service.

If you're interested here's a guide to getting started with that: How to submit a Player Arbitration (PAB) Ticket - Casinomeister Forum .

Please ensure that you have read and will comply with the Player Arbitration Policies and Procedures . Failure to comply could slow, damage or even cancel your PAB.

Regards,
Max Drayman
Player Arbitration (PAB) Manager, Casinomeister.com

 

[dmdm8385]

Hi Max I will have a read through but I would definitely like some help with this as I don't really know what else I can do. The only thing I can think of is that I may have had an account with them previously but even if this is the case I think allowing me to deposit all of that money and then confiscating my winnings is extremely unfair. I havnt gained any advantage and have deposited more than I am trying to withdraw. I have tried to be reasonable and contact them multiple times to no avail.

 

[maxd]

Sure thing, please proceed as per the instructions given above.

FYI Goldenbet is a Curacao-licensed casino, Master License 1668 which has traditionally been one of the more problematic Curacao license (see here for more on that), but things are changing in the online casino scene (as ever) and there's some reason to believe that the Curacao Master Licenses are working to improve themselves.

Please do ensure that you read and respect the Player Arbitration Policies and Procedures . It's all we really ask of you and things will go much better if you know how our process works and what is expected of those who use it.

- Max

 

[dmdm8385]

That's great thank you. I have now submitted a ticket for this. Appreciate the help.

 

[maxd]

Yes, PAB received and in progress.

- Max

 

[KasinoKing]

The only thing I can think of is that I may have had an account with them previously but even if this is the case I think allowing me to deposit all of that money and then confiscating my winnings is extremely unfair.

Sounds like you're basically admitting that you opened a second account.
If that is the case, then you are almost certainly screwed, as that is against the rules of every online casino I've ever heard of - reputable or not.
Whether you think that's fair is a moot point - rules must NOT be broken in this game.

Best of luck,
KK

 

[dmdm8385]

Sounds like you're basically admitting that you opened a second account.
If that is the case, then you are almost certainly screwed, as that is against the rules of every online casino I've ever heard of - reputable or not.
Whether you think that's fair is a moot point - rules must NOT be broken in this game.

Best of luck,
KK

I have a huge amount of casino accounts online and I admit I do sometimes forget if I have an account already. I have never been able to open two accounts at any casino before as it is detected as soon as you enter your details. This is surely a flaw in their system. I have finally heard back from them today and they confirmed that it is due to having another account for ith them.

 

[maxd]

@dmdm8385 , just a friendly reminder of this in the PAB Rules:

1.9 - While your PAB with us is active and open please do not post on our forums regarding your case, nor on other forums regarding your case, nor file your complaint with another 3rd party arbitration service(s): we strive to get your issue resolved ASAP so please respect our efforts and don't confuse things through continued public debate of your issue nor by asking for outside assistance while we are engaged on your behalf. Failure to comply will, at our discretion, result in your complaint being cancelled and discarded.

- Max

 

[GourdFollower]

Player let us know that the issue has been resolved. Case closed.

 

[nfehily]

Player let us know that the issue has been resolved. Case closed.

Resolved to what end?

 

[maxd]

PAB details are private so you'll have to ask the OP, but do note that they haven't been on site since 14 September. What I can say is they said they were satisfied and told us the issue was "now resolved".

- Max