The player from Austria experienced repeated withdrawal rejections at Goldexcasino despite having submitted all required documents and being assured by support that his verification was acceptable. After reaching out multiple times regarding a supposed withdrawal limit per transaction, he had yet to receive any money and was frustrated by the lack of clear communication. The Complaints Team was unable to proceed with the investigation due to the player's lack of response to inquiries and reminders, resulting in the closure of the complaint.
Goldex Casino - Player is facing delayed withdrawals.
Closed
Our verdict
Player stopped responding
Amount: €11,350
Goldex Casino
Safety Index:Above averageCase summary
Discussion
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8 months ago
Translation
At first, I was extremely happy to have made a good profit! The site's design is also pleasant and clear. When it came time to make a withdrawal, I naturally submitted all the necessary documents. All my documents were accepted, but my withdrawals were rejected the next day.
When I asked why there were suddenly additional requirements that would be impossible to manage on my own without an expensive camera and my own PC! Well, I got myself a camera, a friend, and luckily I also have a laptop. Well, I did everything and submitted it. Well, after this struggle, everything was accepted again, and support assured me that there would be no further problems. Of course, I then submitted another withdrawal request, and it was rejected again the next day!
Upon further inquiry, I was suddenly told that there was a weekly withdrawal limit of €3,000. (Even though the withdrawal function has a maximum limit of €4,000 set for all possible options! So, this intentionally lengthens and complicates the entire process!)
Everything was fine, then the support team assured me again that my verification was OK and that if I paid out €3,000 it would be accepted without any problems.
No sooner said than done! I submitted the €3,000 for withdrawal, and the next day it was rejected again! When I asked again, I'm refused any reasonable answers. Each time I'm told I've reached the withdrawal limit, even though I haven't received a single euro yet, and every time everything is rejected!
After so many days of back and forth, and after everything this site has demanded of me, they're still trying to deny the payout! Now I don't know what to do anymore...
I don't know if I'll ever get this money back... However, I would like to publicly warn others to stay well away from the online casino called "Goldexcasino"!
Absolutely dubious behavior from the provider!
Limits are made up out of thin air and at the same time they have left open the possibility of paying out more than this limit in order to have a pretext for refusing the payouts!
Verifications are accepted but reluctantly refused without any apparent reasons or warnings.
There are no options on the site itself to set your own gaming limits, although I believe this is actually mandatory!
I hope that with this complaint and with Guru's help I can warn as many people as possible to avoid this provider.
"Goldexcasino" is the worst experience I've had with casino providers so far!
Automatic translation:
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8 months ago
Dear Tobias1996,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Have you tried requesting the withdrawal via an alternative payment method?
- 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,
Kristina
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.
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8 months ago
Thank you very much for your reply, Tobias1996. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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8 months ago
Dear Tobias1996,
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.
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8 months ago
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,
Kristina
Casino.Guru
