Goldex Casino - Player’s withdrawal has been delayed.

I’m very disappointed with the delay in my withdrawal from Goldex Casino. I submitted my withdrawal request on August 8, 2026 at 5:30 PM, and until now, it is still pending.

My account is already fully verified, yet I have not received any proper explanation as to what is causing the delay. Every time I follow up, I only receive generic responses instead of a clear and specific update about my withdrawal.

What is also concerning is that there is no visible progress or proper status showing whether the withdrawal is being processed, reviewed, or approved. The only option/status I continue to see is "Recall."

I also do not like that a pending withdrawal can still be recalled while customers are waiting for such a long time. This makes the funds available to be played again if a customer becomes tempted to cancel the withdrawal. From a player’s perspective, this creates the impression that the long waiting period and recall option may encourage customers to continue gambling instead of completing their withdrawal.

I understand that withdrawals may require processing time, but there should be transparency. As a fully verified customer, I would like to know the specific reason for the delay, the actual status of my withdrawal, and when I can realistically expect my funds to be released.

Please provide a proper explanation and actual update instead of another generic response.

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Dear jce98,

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

Thank you for your response. I understand your policy of waiting 14 days before intervening. However, my concern is based specifically on the casino’s own published Terms and Conditions.

According to Section 11.7, "withdrawal requests are processed from 0 to 24 hours depending on the chosen payment method."

Section 11.12 further states that, when it is necessary to verify a player’s identity before processing a payout, a withdrawal may be held for up to 72 hours.

My account is already fully verified, and my withdrawal has now been pending for almost three days. I have repeatedly contacted the casino asking for the specific reason for the delay, but I have only received generic responses. They have not told me that additional KYC documents are required, nor have they explained whether my withdrawal is under review or what exactly is preventing it from being processed.

I understand that your general recommendation is to allow casinos up to 14 days. However, could you please clarify how that applies when the casino itself publishes a significantly shorter processing timeframe in its Terms and Conditions?

I am willing to cooperate with any verification requirement, but at this point, I am simply asking the casino to follow its published terms or provide a specific explanation for why my withdrawal is being held beyond its normal processing period.

Thank you for your assistance.

Dear jce98,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear jce98,

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,
Jean
Casino.Guru