Goldenmina Casino - Player’s withdrawal is delayed.

Hi, I have winnings that are not being paid out. Plus, the license used is old and not valid. Even the withdrawals that are listed as accepted are not being paid out.

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Dear Janne7676,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Can you confirm that your KYC verification was completed?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hi, no bonus has been used. Yes, I have received small payouts. But not my larger winnings, which today amount to approximately 165,000 SEK. Kyc approved. The withdrawals are listed as accepted or pending but are not paid out despite many reminders from customer support and vip manager. Asked to speak to Operator finance without success. Golden mina has identical customer support with flash dash casino and their casino has good information about missed payments. Furthermore, the license is identical and fake from antilephone, which both golden mina and flash dash casino use. Do you know if they have any other licenses?

Taken 2 approved March 12, 2026 requested but nothing happened, it is listed as approved but nothing paid and 2 more not even approved.

I have also been blocked from live chat but can log into the casino to see my details.

Hi, just received a payment of 1500 euros. So we'll see what happens next. Due to huge delays and problems, can we keep the case open until everything is paid out?

I still have 144595.75kr that has not been paid out yet. If you can help me in any way with the casino, I would love to get it. Thanks

Thank you for your reply, Janne7676. Could you please clarify how many days the last withdrawal took to be processed? How many withdrawal requests do you currently have pending?

Do I understand correctly that you attempted to contact the casino? Please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

Hi, I have 5 pending withdrawals of about 170,000 SEK since 06/03/2026 onwards. Some have been approved but only partially paid out. I have received about 27,000 SEK so about 144,000 SEK remains. For example, I received a payment on Monday 23/3 -26 since Thursday this week 26/3-26. But as you can understand, I have a lot left and it takes an unreasonable long time. They have a policy that withdrawals should be approved within 0-24 hours, I have been waiting for weeks. Furthermore, they say a maximum of 50,000 euros per month, which they then do not hold. I have given them the IBAN number and with that I know you can make larger payments and faster than what is being done. Attached is a picture of a withdrawal of about 170,000 SEK of which they received about 27,000 SEK. So the latest withdrawal has been processed for about 3 weeks without being paid out in full. With several days between them 2 payments said received. This is an unreasonably long time and goes against their promising policy.

Furthermore, they have blocked me from live chat and have contact with a VIP manager on Telegram they gave me who responds weakly to the co-dean.

Chat with vip manager they promise payouts every weekday but it is not kept as promised. At this rate it will take months for me to get everything if I even get it.

Hello Janne7676,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Janne7676,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hey i have contact information to manager by channel Telegram. Here contact manager Golden Mina Telegram @Janevipline

Can you contact her? Come back

Hello Janne7676,

I’m sorry to hear about the difficulties you’ve been experiencing.

My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them.

In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

Ok thanks they have chat och mail plus this @Janevipline goes to customer manager by telegram app

Hi, I want to update you on the numbers when you talk to them. Yes, they have paid previously with several weeks of delay and then requested a withdrawal. Now I have 2 withdrawals left for a total of 84,000 Swedish kronor (7,500 euros). The withdrawals were requested about 3 weeks ago. Now the customer service manager who I previously spoke to and helped to some extent is not responding either. Her name is Jane and I had contact with her on Telegram.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi ok waiting for a reply!

Dear Janne7676,

I’m sorry to inform you that despite multiple attempts to contact the casino, we have not received any response from their side.

Unfortunately, without cooperation from the casino, there is very little more we can do to move this case forward. Additionally, based on our findings, the casino appears to operate under a license that is not valid, and they do not refer to any recognized ADR service. This means there is no official gaming authority we could escalate your case to.

For this reason, I will now mark your complaint as "unresolved" in our system. I completely understand that this is not the outcome you were hoping for, and I am truly sorry we were unable to secure a resolution in this case.

Please note that unresolved complaints negatively affect the casino’s rating, which may encourage them to improve their practices. If the casino decides to respond in the future, we will reopen your complaint immediately, and you will be notified by email.

Going forward, I strongly recommend choosing casinos that hold a valid license and have positive reviews and ratings, as this significantly reduces the risk of similar situations.

Thank you for your patience and cooperation throughout the process, and I genuinely hope your remaining payments will still be processed.

Best regards,

Barbora

Casino Guru