The player from Portugal had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The Complaints Team had extended the investigation period by an additional seven days to allow for a response from the player. However, due to a lack of communication from the player, the complaint had been rejected.
Goldspin Casino - Player’s winnings haven’t been received yet.
Closed
Our verdict
Player stopped responding
Amount: €300
Goldspin Casino
Safety Index:HighCase summary
Discussion
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9 months ago
Translation
Good morning, through this complaint, I am trying to help me get my money that Gold spin insists on not paying! On June 9th, I requested the withdrawal of 200 euros, and I waited calmly for 72 hours, which is their deadline! On June 13th, I contacted their chat to find out what was taking so long. I also asked if everything was all right with my verification and they said yes! I just had to wait, because they're behind on their payments! On the same day, the 13th, I got the disappointing message that my withdrawal had been rejected. I was missing a document! A selfie with my passport, where my elbow has to appear, first time I've seen that in a casino!
Total disappointment. So I got so angry and so sure that this Gold Spin is nothing but a scam! I started gambling all that money, never to return! But instead of losing, I won more! So I decided to stay calm and try again for the miracle of receiving that money. On June 15, I requested a withdrawal again and went back to the chat to see if they could tell me for sure if all the documents I had sent were correct? But the answer I got was that only the people who make the payment can analyze it! And 2 days earlier that same chat said that my account is valid! Today, June 19, my withdrawal is still pending. And the worst thing is that they cancel the withdrawals without even giving the person a chance to send the missing documents, making the person go back to the end of the line and wait another 4 to 5 days, and without being sure that they will receive what is rightfully theirs. They want you to give up and spend all your money! My feelings about this Gold Spin are frustration and anger, as I'm pretty sure it's a scam disguised as a casino! I hope you guru's can help me
Automatic translation:
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Public
9 months ago
Dear mpasantos15,
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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8 months ago
Dear mpasantos15,
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.
