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Hi Pipe201048,

Please forward all communications you have had with the operator, including any documents you may have submitted during verification, to complaints@casinoreviews.com.

Please use the forward function on your emails rather than taking screenshots.

Thanks,

CasinoReviews.com Complaints Team





Hi, the email registered with Goalbet is different from this one. Would you mind if I download the emails with the operator and send them to you?

Hi Pipe201048,

That's okay - we can see that you've got two different email addresses in your initial submission. Please simply forward the email chains on to complaints@casinoreviews.com from whichever email they were conducted on.

Thanks,

CasinoReviews.com Complaints Team

The only response I received from them was via chat, here is the email with the transcription

The only response I received from them was via chat, I already sent them the email with the transcription

Hi Pipe201048,

Thank you for your submission. However that's a screenshot of the start of an email chain. Please forward the email chain as requested.

CasinoReviews.com Complaints Team

Hello, this is not a screenshot, all communication with the operator was via chat, I sent you the email with the chat transcript, I think the ambiguity and lack of clarity of the Goalbet casino game rules is evident.

Hello, how did you communicate with the operator?
I consider that there is a fault when settling bets, since they must be based on the game rules stipulated in the casino's terms.

Hi Pipe201048,

Can you please confirm that you consent to our service sharing your personal information with the following parties, and that you consent to these parties sharing your personal with our service:


- Goalbet
- Darkhope Affiliates
- GLB International N.V.
- GCB

Thanks,

CasinoReviews.com Complaints Team

Date – 08/12/2024

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Please note, we do not provide updates when we have nothing new to share and will notify you as soon as we do have something to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 15/12/2024

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Please note, we do not provide updates when we have nothing new to share and will notify you as soon as we do have something to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 22/12/2024

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Please note, we do not provide updates when we have nothing new to share and will notify you as soon as we do have something to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 29/12/2024

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Please note, we do not provide updates when we have nothing new to share and will notify you as soon as we do have something to share.

Thanks,

CasinoReviews.com Complaints Team

Hi Pipe201048,

Reviewing the operator's terms for the bets in question, sadly we cannot uphold your claim.

The terms are as follows:


> "ICE HOCKEY
>
>
>
> All bets include overtime/shootouts unless otherwise stated. This does not apply to markets that exclude overtime/shootouts if played.
>
>
>
> The following markets exclude overtime/shootouts for settlement purposes:
>
>
>
> • Asian Handicap"


The bets you placed, for example Anaheim Ducks vs Dallas Stars with a bet that team two will score more than 3.5 goals, is called an Asian Handicap. As such these bet excludes overtime and the operator has correctly settled the bet.

Sorry we cannot be of further help,

CasinoReviews.com Complaints Team

There is another section on hockey that says all bets are based on regular time unless otherwise stated.


You can find it in their terms, the conditions contradict each other

Precisely if you exclude overtime it should be a winner, my bet was the following: on the ice hockey event (Anaheim Ducks vs Dallas Stars) How many goals will team 2 score? Under 3.5"

Hello, were you able to identify what I'm trying to tell you? The casino settled the bets badly.

Hi Pipe201048,

Apologies for the delayed response. A clerical error resulted in your case missing last week's review.

Unfortunately the previously communicated information was incorrect. A bet on the number of goals scored by team two being less than 3.5 is not an Asian Handicap bet, which is specific to the team winning by more or less than a predefined margin.

The bet categories that exclude overtime in bet settlements are as follows:


> "The following markets exclude overtime/shootouts for settlement purposes:
>
>
>
> • Asian Handicap
>
>
>
> • Asian Goal Line
>
>
>
> • Draw No Bet
>
>
>
> • Puck Line (3-Way)
>
>
>
> • Game Total (3-Way)
>
>
>
> • Double Chance (3-Way)
>
>
>
> • Money Line (3-Way)
>
>
>
> • Team Totals (3-Way)
>
>
>
> • Race to Markets
>
>
>
> • Total/Team Goals Exactly
>
>
>
> • Team To Score First/Last
>
>
>
> • To Score Last in Regulation
>
>
>
> • Next Goal Scored
>
>
>
> • Who Will Win Most Periods
>
>
>
> • Total/Home and Away Goals Scored
>
>
>
> • Period Betting
>
>
>
> • 10 Minute Markets In-Play
>
>
>
> • Highest Scoring Period"


The bet you have placed is a Team Total, but as it only has two possible outcomes (win/lose), it is not a Team Totals (3-way) bet. So it does not exclude overtime for the purposes of settlement.

We can see no other terms that would alter the above interpretation.

CasinoReviews.com Complaints Team

Hello, I would like to ask you a question, have you read the casino's terms and conditions?
First of all, there are two sections for ice hockey, so it is not known which one the bets are settled with, however, according to both terms, my bets should have been settled as winners.-
• Total/Home and Away Goals Scored: This is the market corresponding to my bets, and it is within the list of markets that exclude overtime.



and there is another section that says the following:

## ICE-HOCKEY
1. Unless otherwise stated in the market, all bets are decided for regular time only and do not include either overtime or penalty shootouts. Examples of markets decided after regular time (but not limited to) are 1x2 Win/Draw/Win, Over/Under, Asian Handicap Match Result. If a market includes overtime, it will be clearly stated in the bet offer, for example `Head to Head (Incl. OT & Penalties)`

Hi Pipe201048,

Your bet is not the Total/Home and Away Goals Scored - that is both a bet on the total goals scored by BOTH teams (note the use of the word "and") and is a bet on a specific number. Your bet was on one team only and any number under 3.5, not the specific total.

Thank you for providing that second section. That does appear to be contradictory in nature. We'll raise this with the operator.

CasinoReviews.com Complaints Team

Ok, I understand that part, however I consulted the operator and he told me that that market corresponded to the one I had bet on. You can also consult the operator to confirm which market those bets correspond to.

Date – 17/01/2024

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Please note, we do not provide updates when we have nothing new to share and will notify you as soon as we do have something to share.

Thanks,

CasinoReviews.com Complaints Team

Hello, I understand that your powers are limited and depend on the cooperation of the operator. I would appreciate information and advice to take my case to a civil court.

Hi Pipe201048,

We are not qualified or insured to provide legal advice. You would need to engage legal counsel for this type of support.

Thanks,

CasinoReviews.com Complaints Team

Hello, precisely, I am wondering if you can advise me on how to do it, it is evident that the casino is committing a very serious scam, since it contradicts itself in its own terms.

Hi Pipe201048,

We cannot advise on any part of the legal process. You would need to engage a lawyer in the relevant jurisdiction to provide said advice.

Thanks,

CasinoReviews.com Complaints Team

Hi Pipe201048,

You would have to research that for yourself. We do not endorse or recommend any 3rd parties for legal support.

Thanks,

CasinoReviews.com Complaints Team

But then you guys are really useless? Aren't you supposed to do arbitration? More than a month and you've never received a response from the operator.

Hi Pipe201048,

This will be your only warning - keep your communications to this service polite. If you are dissatisfied, you can feel free to withdraw your claim and pursue this issue via any other channel that you feel is appropriate. But as long as you expect this service to continue making efforts on your behalf you will refrain from antagonistic communication and ensure that you remain respectful.

Further communications in the vein of your previous message will result in your case being declined and you being barred from future use of this service.

Duncan Garvie

Head of ADR Services
CasinoReviews.com

But they haven't done anything, I don't understand exactly what they're doing.

Date – 05/02/2025

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Please note, we do not provide updates when we have nothing new to share and will notify you as soon as we do have something to share.

Thanks,

CasinoReviews.com Complaints Team

Hi Pipe201048,

Thank you for your patience.

We have now concluded our discussion with the operator and have sadly reached an impasse.

As you correctly highlighted, the issue relates to two term:


> "ICE HOCKEY
>
>
>
> **All bets include overtime/shootouts unless otherwise stated.** This does not apply to markets that exclude overtime/shootouts if played.
>
>
>
> ...
>
>
>
> The following markets exclude overtime/shootouts for settlement purposes:
>
>
>
> • Asian Handicap
>
>
>
> • Asian Goal Line
>
>
>
> • Draw No Bet
>
>
>
> • Puck Line (3-Way)
>
>
>
> • Game Total (3-Way)
>
>
>
> • Double Chance (3-Way)
>
>
>
> • Money Line (3-Way)
>
>
>
> • Team Totals (3-Way)
>
>
>
> • Race to Markets
>
>
>
> • Total/Team Goals Exactly
>
>
>
> • Team To Score First/Last
>
>
>
> • To Score Last in Regulation
>
>
>
> • Next Goal Scored
>
>
>
> • Who Will Win Most Periods
>
>
>
> • Total/Home and Away Goals Scored
>
>
>
> • Period Betting
>
>
>
> • 10 Minute Markets In-Play
>
>
>
> • Highest Scoring Period"




> "ICE-HOCKEY
>
>
>
> 1. **Unless otherwise stated in the market, all bets are decided for regular time only and do not include either overtime or penalty shootouts**. Examples of markets decided after regular time (but not limited to) are 1x2 Win/Draw/Win, Over/Under, Asian Handicap Match Result. If a market includes overtime, it will be clearly stated in the bet offer, for example `Head to Head (Incl. OT & Penalties)`"


One asserts that all bets are decided on regular time, unless clearly stated in the bet offer, the other that all bets include overtime unless they are one of the excluded markets.

The operator has chosen to include overtime in the settlement of your bets. For this to be appropriate, they would have had to "clearly state" so in the bet offer. The operator claims that stating that it was not a market that excluded overtime, in like with the first of the above terms, is sufficient. We entirely disagree, and this position is contrary to the example they provide in the second term.

Sadly, the operator has refused to change their position.

Sorry we cannot be of further help.

CasinoReviews.com Complaints Team

Basically, the operator settles the bets as it best suits them, since they have two terms and conditions on the same sport, without specifying which one applies in a certain situation. In addition to that:

I would like to show you a screenshot where a bet was settled as a winner applying those same conditions.


 ![33290271ganado.png](https://complaints.casinoreviews.com/attachments/token/gPH5LHlDpPpyT5rlQKguSirFA/?name=33290271ganado.png)

Found Against the Operator - This operator has contradictory terms and conditions and is selectively choosing which terms to enforce based on the best result for the operator.

The website ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇ under the company name
GLB International N.V. He notified me on 01-28-2024 that four of the bet tickets that had been settled as earned previously, would now be settled as losses, since according to them they, had been settled incorrectly, without giving further details.

The following bets tickets:

-33290259 (25.01 21:54)
-33290271 (25.01 22:17)

"about the ice hockey event, (Anaheim Ducks vs Dallas Stars)

How many goals does team 2 score?
Less than 3.5"

"taking 1 and 2 as teams respectively, according to the order, as indicated on the website at the time of betting."

according to the official NHL result (▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇).

The result of the game was (Anaheim Ducks 3-4 Dallas Stars)

However, in regulation time the result of the game was (Anaheim Ducks 3-3 Dallas Stars).
giving both bets winning, as they were originally settled,
since for this market of total local and visiting points, the over time is excluded, according to the terms
and conditions of the website.(▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇)



The following bets tickets:

-33292075 (27.01 20:47)
-33292085 (27.01 23:59)



"taking 1 and 2 as teams respectively, according to the order, as indicated on the website at the time of betting."

"about the ice hockey event, (Montréal Canadiens vs Pittsburgh Penguins)

How many goals does team 2 score?
Less than 2.5"

according to the official NHL result (▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇).

the result of the game was (Montréal Canadiens 2-3 Pittsburgh Penguins)

However, in regulation time the result of the match was (Montréal Canadiens 2-2 Pittsburgh Penguins)

that, as I mentioned previously, the over time is excluded for this specific market, according to the rules of the game. in
its terms.

giving both bets winning, as they were originally settled.



I must emphasize that the rules of sports betting on ice hockey are very confusing, since There are two sections for this sport, which contradict each other:

-in one section it says that All bets include extra time/penalties unless otherwise indicated.
but that does not apply to markets that exclude extra time or penalties if played.
and a list is named with the markets that exclude extra time and penalties for settlement purposes, a list where the market in which I have played is located, • Total/Home and Away Goals Scored.

-And in another section it says that Unless otherwise indicated in the market, all bets are decided only for regulation time
and do not include extra time or penalty shootouts. And if a market includes extra time it will be clearly indicated in the betting offer.

As can be seen, despite the ambiguity of the website's sports rules, all disputed bets must be declared winning again.



attachments::



- jpg.(33290259) screenshot of recalculated bet ticket ▇▇▇▇▇▇▇▇▇

- jpg.(33290271) screenshot of recalculated bet ticket ▇▇▇▇▇▇▇▇▇

- jpg.(33292075) screenshot of recalculated bet ticket ▇▇▇▇▇▇▇▇▇

- jpg.(33292085) screenshot of recalculated bet ticket #33292085

- jpg.(33290271ganado) screenshot of bet slip #33290271 before being recalculated

- pdf.(mensajeoperador conversation with the customer service team where I received the vague explanation about the readjustment of my bets.

- pdf.(sportsrules) PDF with the sports bets rules from the website

Goalbet - incorrect settlement of bets.

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