Golazzo Casino - Player's withdrawal is delayed due to verification issues.

Subject: Withdrawal delayed by verification requests that can't be met

Casino: Golazzo

I have been waiting since 18th Aug for my withdrawal of 700€ to be processed. The casino is refusing to complete verification because it asks for documents that don't exist for a self-custody crypto wallet.

Timeline

18 August: I deposited 300€ in cryptocurrency from my Bitget Wallet and received 300€ bonus. I won 9324€ and verified my account via a live selfie, upload of address proof, selfie and a note.

29th Aug: The casino paid me a previous withdrawal of €700, so I had already been accepted as a verified player.

03rd sep: The casino asked me to obtain a document from Bitget Support showing my full legal name and wallet address, plus a deposit proof showing my date, amount, and TXID.

03rd sep: I explained that Bitget Wallet is non-custodial, so Bitget holds no identity information and issues no ownership certificates. I uploaded my deposit proof and wallet address.

21 sep: The casino replied that the proof shows no name and "does not correspond" to a deposit to their platform. They didn't say which deposit details they have on file.

21st sep: I re-uploaded the deposit proof.

Why I'm complaining

Blockchain transactions contain no personal names, so a deposit proof showing one cannot exist.

The casino hasn't stated which document would satisfy them or which policy requires it.

It claims the deposit doesn't match, but hasn't said which address, amount, or TXID it expected but i am sure i have now sent the correct one.

My withdrawal is being held because of a requirement I can't meet.

What I'm asking for

That the casino tell me in writing exactly which documents it will accept for a non-custodial wallet.

That it check my deposit against its records.

That it process my withdrawal once a reasonable alternative proof of ownership is provided. I have already uploaded the bar code screenshot that shows the wallet address within my bitget wallet.

below was the email from the casino requesting a document that cannot be obtained. I have attached what can that they have.

Hello,

Thank you for your cooperation.

As Bitget Wallet is a non-custodial wallet, we kindly ask you to contact Bitget Support and request a document or official confirmation that clearly shows both your full legal name and the Wallet ID/address associated with your wallet.

Additionally, please provide a proof of the crypto deposit showing the following transaction details clearly:

Deposit date

Deposit amount

Transaction Hash ID (TXID/Hash)

Once we receive the requested documentation, we will be able to proceed with the necessary verification and assist you further.

Thank you for your understanding and cooperation.

Sincerely,

The Golazzo Team

Important notice:

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If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Have you contacted Bitget Support and received confirmation that they cannot provide a document showing both your full name and wallet address?
• Could you please provide the TXID/hash of the cryptocurrency deposit in question?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Attila

The Casino has now accepted what i sent as deposit proof so hopefully that is it now. Thank you for your help here.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila