DaVincis Gold Casino - Player’s winnings are delayed by account restrictions.

I have played on this site for over two years. Spent a lot of money in that time. Since December I got my balance up to 50,000. I was getting high witndrawls about 2500 every 12 days. As I am not depositing now because of my balance is high enough. They have lowered my withdrawals to 500 every 12 days. At this rate it will take years to get the full amount. The site states they can process a maximum of 10,000 a month and will pay 500 if they are busy. They are simply using this against me, and I’m worried soon they will shut me out. I have very unwell family member and this money in my account can help pay for treatment to help extend their life to be frank. I’ve sent countless emails, and all they keep responding is I need to play more and deposit to get higher withdrawals. I was recommended to come here as I am now losing sleek because of it as I can’t help my family. Yet I know I have the money to do so. Is this a site where I can provide info and you act on my behalf. You would literally save me and my family as the stress this has caused is obscene. Please let me know, I’ve even offered to write off some of my funds just so I can get the money to pay for care. They keep refusing and only paying me 500 every 12 days. I don’t onow

if they are truly licensed. They say they are under curacou but im starting to doubt that. Really hope you can help me and my family. It would really mean the world. I am even scared writing this as I feel they are waiting to simply shut me out and take the money which is rightfully mine. I have attached just two of the many emails they’ve sent me declining me. Please get back in touch if you can help. Thank you.

Dear Pickleboy1,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with DaVincis Gold Casino. I have checked the terms and conditions of the casino and this is what I've found:

1. Players who have their account verified, are allowed to withdraw up to 1000 €/$/£/AUD (10,000 ZAR) per week. In case no documents were sent yet and the account is not verified yet, players will be permitted to withdraw up to 500 €/$/£/AUD (5000 ZAR) per week. Our highest VIP players are permitted to withdraw a maximum of 10,000 €/$/£/AUD (100,000 ZAR) of their winnings per 14 day period at management's discretion.

Please specify if your player's account has already been verified. In any case, the casino promises to process a minimum of 500€/$/£ per week, but based on what you describe, the payout for you is even lower than stated in the terms.

Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• When did you stop your playing activity? It seems the support explained to you that the lack of it causes such low withdrawal limits?
• Did you accumulate your winnings with or without an active bonus?  

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.  

Best regards,

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Really appreciate the rapid response. The anxiety and stress it has caused me has been very damaging to myself. And if this is resolved it would help myself and my family member to an extent you won’t believe due to his illness which I know I can help treat if my rightful funds were paid to me and I can help pay for care in these horrible circumstances.

to the questions above I solely play on blackjack live tables. I did have a bonus which was matched which had a 1X wagering amount which I played through. I made sure when I got my balance to a higher level and made one of the withdrawals many months ago, the bonus was then deducted from my balance. I then went back to chat and confirmed the money in my account is actual cash that is mine. Which they confirmed it was. . I have a screen shot of this which I will attach. Inhabe gone from 2500 withdrawal limits down to 500 through no fault of my own and I really just want them to understand my situation and hope they find it in their hearts to look after player welfare. I have not stopped playing there fully due to what they have told me. They insist I need to be ‘active’ and make deposits for me to get higher withdrawals. Which I find very unfair which is why I feel I am being subjected to me being declined my money. At the current rate it will take 4 years to get my balance out. I have still made bets on the site so have been active, I explained the situation about my father which they sent me a response too also today which I found very distasteful. I will attach photos to this thread. In one of the photos you can see where they contradict themselves and even say it’s 1000 max over 18 days. I’ve attached a photo of my current balance of 46,500 and also have around 6 pending withdrawals of 500. In another photothey promised my limit would be 5000 going forward which has not happened once. T

hey just keep moving the goalposts and it’s really affecting me. I will be ever so grateful if you can help me resolve this or point me in the right direction. Please respond whenever you c n. Thank you. Kindest regards. Alexander 

Thank you very much for your reply, Pickleboy1. Could you please forward all the relevant communication between you and the casino that you haven't yet shared with us to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

Thank you very much, Pickleboy1, for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thank you so much. All I want is the money to help pay for care for my family member. Been loyal to this website over the years and now I’m being punished. Every day I’m worried for my family member in hope the casino can appreciate and care for their players welfare and just pay them what is rightfully theirs. Will michal be in touch with me going forward? What happens next? I hope someone high in management from the site can simply see my distress and help me replace this. They’ve been operating for many years so I hope they can see sense.

Hello Pickleboy1,

I'm Michal, and I have taken over this complaint. I have reviewed your case, and while I empathize with your challenging life circumstances, I regret to inform you that our capacity to assist you may be quite limited. As stated in the casino's terms and conditions, which my colleague Natalia has already pointed out, the casino seems to impose a "basic" withdrawal limit of up to 500 €/$/£/AUD (5000 ZAR) per week. The elevated limit you previously enjoyed was unfortunately associated with your former VIP status, which is only accessible to active players. I recognize that from a human perspective, this situation is less than ideal; however, the VIP status of each player can be both increased and decreased solely based on the player's activity. This practice is quite standard across the majority of casinos that offer such features.

Additionally, I have noticed this rule:

I wish I could share some positive news with you, and I completely understand your frustration with the curently painfully slow and low payout process, sadly you have engaged with a casino that has these limits in place clearly mentioned in their terms and conditions (though I know that doesn’t make it any less frustrating), and we also reflect this in the DaVincis Gold Casino review on our website.

I will certainly reach out to the casino to see if I can be of any help, but please note that a positive outcome of your complaint is rather uncertain at this stage.

We would like to invite DaVinci's Gold Casino to join the conversation.

Dear DaVinci's Gold Casino,

Could you kindly explain why player withdrawals are not processed at least at a minimum of 500 €/$/£/AUD (5000 ZAR) per week? What are the key factors that affect this?

If there are any other factors that influence the whole situation and cannot be shared publicly, please share them with me directly at [email protected]

Hello everyone,

We hope all is well.

We are reviewing the complaint and will post a reply shortly.

Best,

VIP team

DaVinci Gold

Thank you for all your responses. I do appreciate the time you’ve taken. I am only raising this as I have a family member who sadly needs end of life care. The funds I have in my account I can use to help give my family member extended life. I am willing to sacrifice some of my balance if this can be approved. I’ve been a member of the casino site for 2 years. So I hope this can be understood by all parties and we can come to an agreement I am more than happy to sacrifice some balance if this means I can receive the funds. Please find it in your hearts to do so. Kind regards.

Hello to the Casino Guru Management and all respected members here,

We don’t like having to bring things here, but we always resolve issues very quickly whenever we do — after all, nobody’s perfect.

That said, in this case, we have neither the ability nor the desire to help — and we will explain thoroughly why.

Some background:

The customer in question has been playing with us for around two years.

From the very first moment, every deposit came with bargaining and market-style haggling — "I get this and that elsewhere," always trying to get more and more. Not a single deposit was ever made smoothly for the sake of pure enjoyment or activity, but always with pressure and name-dropping of other sites. A well-known tactic — yet we still made the choice whether and what to offer.

Over the past two years, the deals for this customer only increased, as did their withdrawals — both in frequency and amount. At one point, the customer was receiving two withdrawals per week, for amounts far higher than what's described here. Was it fair? Totally. He earned it.

Throughout this period, the customer was repeatedly told that his activity with us, especially in our VIP promotions, was what helped fast-track his withdrawals and keep his deals high.

He was also told very clearly that it's highly recommended to play with his own funds, rather than rely on high bonuses with low wagering. Why? Because players who play with less usually get more, and those who play with more, eventually get less — and much slower. But this advice wasn’t taken. The customer kept demanding more and more, citing what others give him.

All of this, mind you, in exchange for one or maybe two deposits per month.

Still, despite this, and despite the bonuses (which came with very low wagering), he also received Amazon gift cards with each deal — making him a customer who barely deposits but enjoys benefits others who deposit significantly more over many years don’t even get.

That detail he forgot to mention. No problem — that’s why we’re here.

Moving on:

Whenever this customer won — not just last time, but many times before — we emphasized again and again that his activity in our VIP promos is extremely important. If you expect VIP treatment, and receive VIP conditions, then it’s only fair that you play like a VIP — and the bare minimum is participating in our promos.

And the facts?

"Yes yes, I understand — pay me so I can play in the promo," he’d say. And what actually happened?

He was paid — on time, even ahead of time — and yet, he hardly ever played in the promos.

Again, it’s a shame he didn’t mention the dozens of emails, explanations, and time spent addressing him like a broken record.

But we’re here to fill in the blanks.

To summarize:

We regret the customer’s situation, but we cannot assist further — despite already doing far more than we should, even after numerous warnings that his conditions would be reduced.

As for loyalty — there’s nothing to say. A customer who gets the kind of terms and bonuses he received, should be seen more than once a month. But instead, he kept telling us what others were offering him.

So we truly hope those other sites can help him now.

Unfortunately, we can’t.

We wish him all the best wherever he chooses to play.

His withdrawals will be processed exactly according to our Terms & Conditions — not a day earlier, not a day later.

Side note:

Any correspondence or proof you wish to receive to support what’s stated here will gladly be provided.

Best of luck,

VIP team

DaVinci Gold

Dear DaVinci Gold Team,

Thank you for your reply. This provides a new perspective on the matter. Based on your quite lengthy response, I guess there is no point in reading through all of it, but kindly send me "the relevant" communication that illustrates the previously mentioned player's interaction with your team at [email protected] for my review.

Dear Pickleboy1,

Can you please provide your response to the abovementioned?

I have explained previous to the website, I don’t understand why to get my withdrawals. I need to keep depositing high amounts. They have told me minimum anount to participate in their promos to remain a vip is 2000. When I have money in my account. I’ve never understood why I would need to deposit it doesn’t make sense to me? Yes the site states 500 and up to 10,000 I believe the most I ever had was 2500. I could be wrong. But even after being told if I make a deposit. My withdrawal would be increased to 5000 I did this and was then told still I need to deposit more as my limit remained at the lowest 500. If they aren’t going to process the money, I would rather know. And not get my hopes up for my family. Like I said. This is simply money that I need to help pay for a dying family member, not that they take any personal circumstances into consideration. Just thought after two years of play. Spent a lot more than I’ve taken out. They could give me some leeway. Have a lot resting on it hence why I have asked for it to be processed it can literally help change the life of someone I love.

Dear DaVinci Gold Team,

Thank you for your email with the "evidence".

Dear Pickleboy1,

After reviewing the information and evidence I've received, I've found that the whole situation is a bit different from what you initially described.

While we still believe the current withdrawal limit of up to 500 €/$/£/AUD (5000 ZAR) per week is way below the industry standard, however, this limit is clearly mentioned in the casino's terms and conditions, with which you agreed when you created your account. The higher limit you previously enjoyed was linked to your former VIP status, which is only available to active players. The casino team permitted you to retain your VIP status for a longer duration than you were actually eligible for, and despite receiving multiple notifications from the casino indicating that you needed to remain active to keep your VIP level, you simply failed to do so. The aforementioned correspondence between you and the casino team is well-documented. You must understand that the VIP level is valid only for a certain time, and every player, not just you, must fulfil certain criteria to achieve or maintain it. It does not matter about the current account balance amount, it's about the activity of the player.

While I empathise with your challenging life circumstances, I regret to inform you that this, sadly, does not play a role. The casino, while very slowly, is paying you in accordance with its rules. I understand that this response might not be one you have hoped for, but there is no legal obligation for the casino to increase the withdrawal limits for you if you don't fulfil the criteria.

With all this being said, I understand that the situation is far from ideal, and I empathize with your feelings. However, I must clarify that the casino team has not taken any actions that we would consider unjust. Taking everything into account, your complaint seems to lack basis, as you have arrived at this predicament as a result of your own choices.

If there’s anything else I can help clarify or assist you with, please don’t hesitate to let me know.

Dear Pickleboy1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Given the above responses I don’t think there’s much I can do, as it stands it will take about 4 years to get my balance out. No doubt my family member won’t be around then. Just find it extemely upsetting the way this has turned out. 500 every day 12 days and even then it’s not always that time by the time the funds reach my account. Was more than happy to receive 35,000 and write off the remaining 15,000 this is how much it means to me and I thought after 2 years of play I would be looked after a bit better. If there’s anything I can do let me know. Right now I simply must give my time to my family.

Dear Pickleboy1,

While I sincerely empathize with the personal challenges you're currently facing, I must respectfully clarify that such circumstances do not influence the casino's policy decisions, and thus, this, sadly, does not play a role here at all.

In response to your statement: "If there’s anything I can do let me know":

Well, there certainly is. As you have been informed by the casino team numerous times, you are encouraged to enhance your gameplay activity. Should you meet the criteria for an upgrade in your VIP status, your withdrawal limits may also be increased once more. This has always been and continues to be your decision.

With all this in mind, I recognize that the situation is less than ideal, and I empathize with your feelings. Nevertheless, I must emphasize that the casino team has not engaged in any actions that we would deem unfair. Taking all factors into consideration, your complaint appears to lack foundation, as you have found yourself in this situation due to your own decisions.

Given that the situation has been clarified and you have not sought assistance with any other matters, I will proceed to close this complaint as Unjustified for the reasons stated above.

We regret that we could not provide more assistance on this occasion. Please feel free to reach out to us if you encounter any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru