The player from Portugal had requested a withdrawal less than two weeks prior to submitting this complaint. Their money had not been received yet. The Complaints Team intervened after the player reported multiple withdrawal requests being refused due to daily limits and account verification issues. The casino clarified the withdrawal process and confirmed that funds would eventually be processed, albeit with delays. The player acknowledged that while the casino paid, the terms and conditions should have been adjusted for clarity. The complaint was marked as resolved as the player was now informed about the withdrawal process.
Goldspin Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €3,000
Goldspin Casino
Safety Index:HighCase summary
Discussion
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10 months ago
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Good afternoon, i created an account at goldspin casino in january, it was difficult to do all the verifications they asked me to do, but i managed to do it, i played, i made withdrawals without any major problems, at the beginning of may i played again, i had winnings, i asked support if everything was ok with my account and they said yes, i have all the transcripts of all the conversations i had and also several reply emails, to my amazement on saturday the 10th of this month I received a refusal to withdraw, the reason, I needed to send documents again to validate, the validation was quick, on the same saturday after the order to start withdrawing I did so, 5 working days later and several conversations in the chat and by email I am still waiting for the first withdrawal, they always say everything is ok and that they asked for the highest priority for this but without success.
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10 months ago
Dear PauloRomeroA,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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10 months ago
TranslationI have the KYC validated, all the deposit requirements met, I have several transcripts of conversations and emails to prove it, do I have to wait 14 days?
Thank you
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10 months ago
TranslationOn Saturday 17th I received the first payment and all the others were refused because they reached the daily limit, even though all the withdrawals had different dates. I was informed that I have to wait 24 hours between requests even if they haven't been reviewed, so I'm doing that, I'll let you know if that's the case.
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9 months ago
Dear PauloRomeroA, please allow me to ask you a few questions, so I can understand the whole situation completely.
How much have you been able to successfully withdraw so far?
Do you currently have any pending withdrawals waiting to be processed?
Have you already provided the casino with all the documents they requested during the most recent verification process?
Have you received any confirmation from the casino that your verification is now fully completed and everything is in order?
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.
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9 months ago
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Good morning, I received only one withdrawal on Saturday the 17th, in January I opened an account, I sent all the documents including a selfie with a citizen's card in one hand and in the other a paper with written text requested by the casino, it was successfully verified, I even made withdrawals, I started playing again on May 6, I had winnings and I asked if everything was ok with my account, they said yes, I made a withdrawal request, on Saturday the 8th they asked for a new document for verification, so I did, it was verified and approved, that same Saturday I made a withdrawal and in the following days, on Saturday the 17th concluded one the rest refused, I made requests again, everything refused yesterday, and they asked for more documents, it was sent and approved. More than 15 days without being able to withdraw funds. All the withdrawals I have made have been made as requested in the support chat and email.
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9 months ago
Dear PauloRomeroA, after your documents were approved yesterday, have you requested any new withdrawals according to the limits they gave you?
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9 months ago
TranslationI made a new request for €600 which is the daily limit, by email they say they can make one a day regardless of whether it is still under review, by chat they told me I could make one a day, then with a 24 hour difference and then make it only when each withdrawal is completed, I have done it in several ways and in 4 only one completed the others refused for reaching daily limits being on different days, they can't say how it works for sure, what is certain is that the terms are not respected. Now greatspin appears in their email.
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9 months ago
Dear PauloRomeroA, please wait the full 24 hours from the last withdrawal request you made. We need to see whether it will still be canceled even though you followed the instructions given to you.
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9 months ago
TranslationThank you for your help, I will keep you informed. Best regards
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9 months ago
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Good morning, it's now over 24 hours and there's been no survey, as you've seen they said they'd prioritized my survey.
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9 months ago
TranslationAlways the same response from them and always without progress or success.
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9 months ago
TranslationLast communication with the casino.
Good morning, after receiving this email so far I have not had any successful withdrawals, only one refused, I asked in the chat and was told that I needed to bet € 5 on slots to meet the requirements, I bet another € 300 in the meantime, but it doesn't make sense since it was a balance of winnings between the 7th and the 10th, the withdrawals were refused due to account verification again, but I did it and with an amount much higher than requested, what happens is that since the 8th I have only had one successful withdrawal and all the others have been refused. I would appreciate an explanation since you mention prioritizing in this email and in other emails.
Best regards
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9 months ago
Dear PauloRomeroA, could you please confirm whether your current withdrawal requests are still in "pending" status?
Also, when exactly did the casino inform you about the wagering requirement (e.g. needing to bet €5 on slots)?
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9 months ago
TranslationGood morning, I was informed on Sunday when they refused one of the 4 withdrawals, the earnings from these withdrawals had already been met 15 days earlier, however yesterday they completed another withdrawal and refused another 3 due to daily limits, I was informed by them that I could make withdrawals of €600 every 24 hours regardless of their completion, the same was not true.☹️
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9 months ago
TranslationThey've been paying, but always with great difficulty. Since the 7th I've only been able to make 2 withdrawals, the rest are refused for the reasons I've written.
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9 months ago
Thank you very much, PauloRomeroA, for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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9 months ago
Dear PauloRomeroA,
My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal issues. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Goldspin Casino representative to join this conversation and participate in the resolution of this complaint.
Dear Casino Representative,
We kindly ask for clarification regarding the repeated rejection of the player's withdrawal requests. Could you please explain the reason behind these issues?
Additionally, would it be more effective if the player limited their withdrawal attempts to every other day? Based on the screenshots provided, it appears that daily attempts have not been successful.
We would appreciate it if you could advise on the most reliable approach for the player to successfully receive their funds, and share any specific suggestions or steps that may help facilitate the process.
Thank you in advance for your support and guidance.
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9 months ago
TranslationGood afternoon, I have received an answer from the casino to my question, could you suggest changing the terms and conditions as they will never be met with the answer given by the casino, and I would like to mention once again that since the 8th I have only been able to make 2 withdrawals and today I have already exceeded the 72 working hours to process another withdrawal.
Best regards
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9 months ago
Dear PauloRomeroA,
I just wanted to kindly clarify something based on your screenshots and my understanding of how the system works.
From what I’ve seen in similar situations, players usually have the option to cancel a withdrawal before it is processed, while the casino has the ability to reject a withdrawal under certain conditions. Looking at your screenshots, it appears that the withdrawals in question are marked as "cancelled" rather than "rejected."
Would it be possible that the cancellations may have happened unintentionally on your side, before the processing was completed? I just want to make sure everything is clear and properly understood.
I completely understand that you would prefer to receive your money as quickly as possible—many players feel the same way. However, sometimes (and quite often), the process can take a bit longer than expected.
As outlined in casinos terms, section 8.6, the maximum processing time for a withdrawal request is up to 7 business days. It's important to note that this timeline can vary, as the Company does not have full control over the entire process—the final steps are handled by the respective payment method providers.
(8.6. The maximum processing time for a withdrawal request is up to 7 business days. Note that the Company has no full control of this process as the processing is carried out by the payment method providers.)
Thank you for your patience and understanding.
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9 months ago
TranslationGood morning, all the cancellations were made by the casino, I have all the emails saying they were refused and also in the screenshots in our conversation the casino explains why they were refused. The casino says canceled but the emails say declined.
Regards
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9 months ago
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The time that has passed since the 26th without success in any of the withdrawals so far, possibly they will refuse some if not all, with several conversations in the chat where everyone said they had asked for the withdrawals to be prioritized.
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9 months ago
Dear PauloRomeroA,
Hopefully, the withdrawals will be processed without any issues. The timing between them appears to be appropriate, so at this point, it's just a matter of being patient. Sometimes, processing can take a bit longer than stated in their terms, especially during periods of high withdrawal volume.
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9 months ago
TranslationGood morning, I went back to the chat today and was told what I sent in the screenshot. Best regards
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9 months ago
TranslationUpdate.
Reported that the survey on the 26th has been completed. 🙂
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9 months ago
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One completed, the others refused.
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9 months ago
TranslationSarah: Hello, thank you for contacting us!]Sarah: Glad to see you, dear Paul! How can I help you today? 😊
Glad to see you, dear Paul! How can I help you today? 😊Paulo: Good afternoon, why have 3 withdrawals been refused? Only one was completed. Thank you.
Good afternoon, what was the reason for refusing 3 withdrawals, only one was completed. Thank you The visitor envied you the file:Sarah: The maximum daily/weekly amounts allowed for withdrawals are as follows: Level 1 and Level 2: daily EUR 700 / weekly EUR 3,500 / monthly EUR 14,000
The standard daily/weekly maximum amounts allowed for withdrawals are as follows: Level 1 and Level 2: daily EUR 700 / weekly EUR 3,500 / monthly EUR 14000]Paulo: I have requests 48 hours apart
I have requests 48 hours apart Paul: At level 1, as you can see in the screenshot, the requests have differences of more than 26 hours and some of 48 hours, as your colleagues asked me.
Tou at level 1, as you can see in the screenshot, the requests have differences of more than 26 hours and some 48h as your colleagues told me to do. Sarah: I completely understand your concern, and you're absolutely right to ask. 🙏 Your daily limit is indeed €600, however, this refers to the amount that can be processed by our payments team per day - not just the moment the order is placed.
I completely understand your concern, and you're absolutely right to ask. 🙏 Your daily limit is €600, but this refers to the amount that can be processed by our Payments Team per day - not just the moment the request is made. Sarah: As withdrawals are processed in a queue, I kindly recommend that you make your withdrawal requests one at a time. As soon as one is processed, you can send the next for a smoother and faster experience on our platform.
As withdrawals are processed in a queue, I recommend that you make your withdrawal requests one at a time. Once one has been processed, you can send the next one for a smoother and faster experience on our platform. Sarah: Thank you very much for your patience and understanding!
Thank you very much for your patience and understanding! Paul: How do I make a daily withdrawal of €700, it only allows one per week, my limit is €700, if you can confirm, since I'm on level 1 and I was told it was €700, I've seen that only making a withdrawal every 8 days will work.
Since I make a daily withdrawal of €700, it only gives one per week, my limit is €700, if you can confirm since I'm at level 1 and was told it was €700, I've already seen that only making a withdrawal every 8 days will work Sarah: I can understand your concern, but the daily limit is calculated on the day the withdrawal is processed.
I can understand your concern, but the daily limit is calculated on the day the withdrawal is processed. Sarah: As withdrawals are processed in a queue, I kindly recommend that you make your withdrawal requests one at a time. As soon as one is processed, you can send the next for a smoother and faster experience on our platform.
As withdrawals are processed in a queue, I recommend that you make your withdrawal requests one at a time. Once one has been processed, you can send the next one for a smoother and faster experience on our platform. Paulo: Is my limit 600 or 700? I'm at level 1?
Is my limit 600 or 700? I'm at level 1 Sarah: You're at level 1 right now on VIP Journey, so your daily limit is 700 EUR.
You're on level 1 right now in VIP Journey, so your daily limit is 700 Paul: Confirmed, so I always do the next one after I finish each one! Thanks and good work. 🙏
Confirmed, so I always do the next one after I finish each one! Thanks and good work. 🙏Sarah: I can see that you initiated a withdrawal today, and it is currently being processed within your account. The standard processing time for the Payments Team is up to 72 working hours (Monday to Friday, excluding weekends and public holidays). I kindly ask you to wait a little longer, as I'm sure the process will be completed very soon for you. Thank you for your patience!
I see that you initiated a withdrawal today, and it is currently being processed in your account. The standard processing time for the Payments Team is up to 72 working hours (Monday to Friday, excluding weekends and public holidays). I kindly ask you to wait a little longer, as I'm sure the process will be completed shortly. Thank you for your patience Sarah: Thank you for your cooperation!
Thank you for your cooperation! Sarah: Have a lovely day ahead!
Have a great day ahead! Paul: Thank you and the same. 🙏
Thank you and the same. Sarah: Your feedback means a lot! If you're happy with the support, a 5-star rating would be amazing. ⭐
Your feedback means a lot!
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9 months ago
TranslationThe casino pays, that's right, the best response I've had, I can only make withdrawals once I've completed what's been requested, so to be fair the casino should change the terms and conditions. The money arrives, but it takes time.
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9 months ago
Dear PauloRomeroA,
I’m glad to hear that this time, the support team provided clear guidance on what steps to take and what to avoid.
While I understand it may take considerably more time to complete all the withdrawals, it’s reassuring to know that they are eventually processed and the casino does send the funds.
If you prefer, we can go ahead and close the complaint now, since the issue has been identified and clarified. However, if you’d feel more comfortable keeping it open until all your funds have been successfully withdrawn, that’s absolutely fine as well — the choice is entirely yours.
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9 months ago
Thank you PauloRomeroA,
I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Martina Bennett
Casino.Guru
