The player from Spain had requested a withdrawal prior to submitting their complaint. Unfortunately, their winnings had not been received yet. The Complaints Team had communicated with the player regarding the typical processing time for withdrawals and had requested updates after the recommended timeframe. However, due to the lack of response from the player, the investigation could not proceed, leading to the closure of the complaint. The player retained the option to reopen the complaint in the future if they wished to continue communication.
Goldspin Casino - Player’s withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €500
Goldspin Casino
Safety Index:HighCase summary
Discussion
Public
Public
9 months ago
Translation
WITHDRAWALS DO NOT PAY.
I requested a bank transfer withdrawal of €500 on June 15th (eight days ago), even though the website itself states that the processing time for these withdrawals is immediate. That's a lie.
Furthermore, after asking the support chat several times, they respond with auto-copied messages (always the same ones) telling you that they are escalating your issue to payment support so they can prioritize your withdrawal as quickly as possible, but days keep passing and nothing changes.
I also see that this problem is recurring and happens to more people, which is why I find it insulting that they give it a score of 8.7/10 when they clearly don't pay the withdrawals.
DO NOT PLAY HERE, IT'S A SCAM
Automatic translation:
Public
Public
9 months ago
Dear FrBox100,
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.
Public
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9 months ago
Dear FrBox100,
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.
Public
Public
9 months ago
Dear FrBox100,
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.
Public
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9 months ago
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,
Dominika
Casino.Guru
