Hello!

I am Remko from The Netherlands and I opened an account at Golddiadem (Oddsmatrix bookmaker and casino) on Friday 14th August and deposited money on Saturday 15th August. I deposited 1559 euro and when I signed up I could choose my own bonus: 75 euro sports (50%) bonus or a casino bonus. Since I joined the website for the sportsbetting I opted for the sports bonus. So out of my deposit of 1559 euro, 150 euro was taken out and then added to my bonus funds, together with the 75 euro bonus. So my actual balance before beginning betting was 1409 euro and my actual bonus balance was 150+75=225 euro. The strange thing is that my balance only showed the 1409 euro and the bonus balance was invisible, but I didn't mind it a lot as I thought this was just a system error. Then I started betting and over the period of 4 days I placed a large number of bets (approximately 30 in total) and as more of them won than lost I built up a nice balance which was 2746,37 euro (as you can see on the screenshot attached) plus a bonus balance (invisible but manually calculated by me by adding up all the lost and won bets) of 2467,54 euro at the end of the Sunday August 16th. (actually at 2:50 AM in the night of Sunday to Monday). Then on Monday I did not bet and on Tuesday I started betting again, and placed about 10 more bets. I lost a few hundred euros there but I'm not exactly sure how much. Then on Wednesday 19th August I logged in to bet again and to my surprise I found out that "your account has been restricted and you are only allowed to carry out a withdrawal of any existing funds on the account". So I could not place any bets and not even see my betting history anymore! At first I thought this was a nasty move by Golddiadem to prevent me from reaching the bonus rollover conditions (and therefore forfeiting my bonus money) which had halfway been met so far. But then I emailed their support and they told me that all users had this on their account and that the website was being upgraded and it could take some days or weeks. At the moment only Live Casino was available, but after the upgrade the Sportsbetting and normal Casino would be available again. So I decided to wait. Then, a few days later I received a shocking email saying that it should have never been possible for me to place sports bets at all on their website. They did not offer this product and all my bets are now cancelled retrospectively and my balance is now reset to 1559, which is the amount of my initial deposit. I beg you pardon???? The sports betting was clearly visible in my account section and I could perfectly place sports bets all this time. I was even offered a sports bonus upon making my first deposit. And now, just because I have won money and they are not keen on paying me out they just say "oh sorry we actuallly didn't mean to offer sportsbetting as a product so we will just cancel all your winnings"??? This is seriously the most shocking thing I have ever experienced in my life. They are taking away a total of approximately 3000 euro of my own money! This is a lot of money to me and I cannot just accept this. I am asking SBR to convince Golddiadem to either let me bet again in the sportsbook and finish my betting rollover and cash out after this, or to not offer sportsbetting anymore but at least pay me out my balance when they restricted my account. I have done nothing wrong here and I should not be the one to pay for their mistakes (if they really didn't mean to offer sportsbetting) or their dishonesty (if this is all a set-up). And to make it even more ridiculous they even had (at the time of them restricting my account and resetting my balance) listed in their own Terms and Conditions the following line: "The sportsbook services are provided by Everymatrix N.V." So how can they still say they were not offering sportsbetting at the time I was betting there? Sneakily they now removed this part from their terms and conditions. SBR, please talk to Golddiadem on my behalf (they have stopped answering on my emails) as I have no clue what to to anymore. I also tried to file a complaint with the Malta Gaming Authority but they took 3 weeks to answer that the sportsbetting part of Golddiadem was never licensed in Malta and therefore they cannot help me. Even though this complaint on itself more has to do with a management decision by Golddiadem than an actual sportsbook issue. Clearly the MGA feel that I am right and they don't want to punish a client of them.

I filed a complaint at SBR about this yesterday and will post updates in this thread.