The player from Austria had won €17,000 but faced challenges with withdrawal due to the casino's unusual verification requirements. The casino requested a photo of a card number assigned by Apple Pay, which he could not provide, leading him to consider legal action. The complaint was marked as resolved after the player confirmed that the issue had been addressed satisfactorily. We appreciated his cooperation and encouraged him to reach out for any future issues.
Goldex Casino - Player's winnings have been confiscated.
Resolved
Our verdict
Case closed
Amount: €17,000
Goldex Casino
Safety Index:Above averageCase summary
Discussion
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5 months ago
Translation
Very bad casino. I won €17,000. Now the casino is refusing to pay out my winnings because they're asking for some really strange verification steps. Since I paid with Apple Pay, Apple Pay automatically assigns a card number to protect my credit card number. Now the casino is asking for a photo of the card with the visual card number that Apple Pay assigned. I told the casino that there's no such thing, that this number was assigned by Apple Pay, and that I don't have a card for it. Yes, without this card, we can't verify your account. The biggest rip-off. I will definitely be taking legal action against this.
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5 months ago
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Have you verified Apple Pay as your payment method?
- Have you sent any statements or official documents confirming that you are the owner of the Apple Pay wallet you used to deposit money into the casino?
- Have you tried providing a screenshot or a short video from your app showing that you are the owner of the virtual card used for deposits?
- Have all your other documents been reviewed and verified during KYC?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
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5 months ago
TranslationHello,
Yes, I sent the casino all the documents, including original bank statements, screenshots from Apple Pay, and everything else. I even called Apple Pay this morning and asked for written confirmation that the payment was made from my credit card to Apple Pay. I also specifically requested my bank statements as a PDF file this morning and sent them to the casino.
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5 months ago
TranslationIt came to verification. After my winnings, my ID was requested, but my address and bank card were already verified. It's just a matter of making the deposit.
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5 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear pancho2025,
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,
Veronika
