30/06/2025: I deposited money and played at GoldenBet.com. A bonus was apparently applied, but I was not shown the terms nor did I knowingly accept a 10x withdrawal limit.

01/07/2025: I attempted to withdraw ￡1,230.64. It was rejected with no warning or explanation. A second attempt of ￡100 was also rejected.

01/07/2025: I tried withdrawing smaller amounts (￡300 and ￡100.34), which are still pending.

Later that day, GoldenBet sent me an email saying that because of the bonus, I was only allowed to withdraw 10x the bonus value — even though they never disclosed this before I played or deposited.

I have since received no payment and the company has not provided proof that these bonus terms were made visible at the time of deposit.

Dear player,

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 the 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

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: www.kpvfaw.com will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from www.kpvfaw.com and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

 I attempted to withdraw ￡1,230.64. It was rejected with no warning or explanation.

Later that day, GoldenBet sent me an email saying that because of the bonus, I was only allowed to withdraw 10x the bonus value — even though they never disclosed this before I played or deposited.

Dear player, could you please specify the bonus you used? I have checked the bonus policy, and this is what I found:

"The Maximum withdrawal for the Promotional Bonuses: 

Casino Welcome Bonus - The maximum withdrawal you may make from this bonus is your bonus amount multiplied by 10x.

2nd Deposit Casino Bonus - The maximum withdrawal you may make from this bonus is your bonus amount multiplied by 10x.

3rd Deposit Casino Bonus - The maximum withdrawal you may make from this bonus is your bonus amount multiplied by 10x.

E-Sports Welcome Bonus - The maximum withdrawal you may make from this bonus is your bonus amount multiplied by 10x.

Sports Welcome Bonus - The maximum withdrawal you may make from this bonus is your bonus amount multiplied by 10x.

(For Example, if you received 100 EUR for the above-listed bonuses, you can withdraw the maximum of 1000 EUR or equivalent in other currencies)"

I would like to emphasize, that according to our Fair Gambling Codex http://www.kpvfaw.com/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

If there is any additional information that would support your case, please do not hesitate to contact us, otherwise. I will be forced to reject your complaint. Thank you for your understanding.

this is what bonus page for me look like and I think it’s not transparent to the players at all since they don’t say anything about terms and conditions

Dear player, could you please confirm how much you deposited in order to receive the bonus that led to these winnings?

Which specific bonus did you receive or activate? (For example: Casino Welcome Bonus, 2nd Deposit Bonus, etc.)

Hi there, I deposited 20 at first time using the site and after more then 100 in total

i there, I deposited 20 at first time using the site and 40??

Dear player, could you please confirm whether your winnings are from the 1st Deposit Bonus or the 2nd Deposit Bonus?

seco winning

Dear player, I completely understand that this situation might feel disappointing, especially after successfully winning a larger amount. However, based on the publicly available terms and conditions, the casino has included a rule that limits the maximum withdrawal from bonus winnings to 10x the bonus amount — this applies to the Welcome Bonuses too.

While it would certainly be more transparent and fair if this important condition was clearly shown at the time of deposit or bonus activation, it is considered sufficient for such a limit to be stated within the general terms.

Unfortunately, because this rule was officially published and accessible at the time of your gameplay, there is not much more I can do to support your complaint, the presence of the rule in the terms and conditions means the casino acted within its stated rules.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.