Goldex Casino - Player's withdrawal function is blocked.

Subject: Complaint Regarding Withdrawal Function Block on Goldex Casino

Hello,

I recently registered on Goldex Casino and made two deposits. After my second deposit, I completed all wagering requirements and had a remaining balance of approximately $150. Since my KYC verification was fully completed, I decided to make a withdrawal to test the processing speed. That’s when the issues began.

As shown in the first attached screenshot, the "Withdrawal" tab is greyed out and inactive — it cannot be clicked or accessed. I contacted the live support team, who responded quickly but whose advice turned out to be ineffective.

They asked me to clear my cache, use incognito mode, switch browsers, and even try on mobile (Android). I tried all of that and more, but nothing worked.

It’s worth noting that the "Deposit" function, which uses the same banking interface, works perfectly fine in all cases.

I then sent a detailed message to their support email explaining the situation. After 36 hours with no reply, I sent a second message on November 10th, asking for a manual withdrawal since the withdrawal tab was not functioning. To this day, I have received no response.

I find this situation very concerning and unprofessional. It feels as though the intent is to discourage me so that I end up playing my remaining balance. It’s not really about the $150 — it’s about being treated this way and feeling ignored.

I kindly request that this issue be investigated and resolved promptly.

Thank you for your attention and for following up on this complaint.

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Stay safe.

Dear dendonk,

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.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

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,  

Katarina

Hello, I have sent you the requested information to the email address you provided.

 katarina.d@casino.guru

I hope everything can be resolved quickly, and I truly appreciate you taking care of my claim.

Best regards,

Denis

The customer service team wrote to me by email and told me to try another withdrawal method. On the morning of November 13, I saw that there was an option to withdraw using crypto. I submitted a request in USDT, and they canceled my withdrawal. Then I submitted a request in BTC, and they also canceled that withdrawal.

After that, I went to check the withdrawal methods again and, as if by magic, it suddenly became possible for me to withdraw via Interac. I made the Interac withdrawal request, but they rejected it.

I contacted the online chat, and they told me that my account wasn’t verified because my selfie wasn’t clear enough. However, they had sent me an email confirming that my account was verified, and you can also see that my account is verified in the screenshot I sent you.

During the online chat, the agent told me to take another selfie and that there was no reason to panic because it should be resolved quickly. So I sent the selfie yesterday, and this morning I noticed they still haven’t verified this new information, but I submitted another Interac withdrawal request anyway. We'll see, but they’re dragging things out, and personally I feel like they’re playing games with me.

We'll see what happens. Thank you for your follow-up.

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

Dear dendonk,

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,

Katarina