Goldex Casino - Player believes that their withdrawal has been delayed.

I have won over $74,000 every time I go to withdrawal they declined the transactions asking for new forms or blaming something different.

I have complied with every request that they made. Submitted every document etc

I’ve contacted via the chats and via the emails and lodge a email saying I want an official complaint

I have put in significantly more than that over the period that I’ve been a member they have no issues taking my money well and truly over it withdrawal limit every week and every day however they put limits on and even within those limits they cancel and decline the withdrawals

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Dear oisatsid,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

The account has been successfully verified multiple times. They keep using different excuses. Is there an escalation point somewhere to report them?

Dear oisatsid, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Thanks for coming back to me. They have released this weeks limit. Can we keep this open to see what happens next week?

have had multiple withdrawals

accumulate without bonus

Dear oisatsid,

Thank you very much for your update.

I am glad to hear that the casino has processed this week's withdrawal.

To help me better understand the current situation, could you please clarify a few points?

• Could you please confirm how much has already been successfully withdrawn from the casino?
• How much are you currently waiting to receive in pending withdrawal(s)?
• Could you please attach screenshots of your currently pending withdrawal requests as they appear in your casino account?

Once I have this information, I will be in a better position to assess the current status of your complaint.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear oisatsid,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru