The player from Austria had a verified account but faced issues with the casino not processing her withdrawal. Despite waiting for five days and receiving no responses to her emails, she experienced only automated replies claiming it would take three business days. The player expressed frustration over the casino's demands for documents and receipts that she did not possess, despite having already verified her account. The complaint was closed due to a lack of response from her side.
Goldspin Casino - Player’s withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: €500
Goldspin Casino
Safety Index:HighCase summary
Discussion
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7 months ago
Translation
Hello!
Unfortunately, I'm having problems with the casino. My account is verified, but they aren't paying out. Emails aren't being responded to. And the chatbot always replies with the same standard response. It would take three business days. But I've been waiting for five days now, and nothing has happened. Since the casino has extremely poor reviews, I fear it's a scam. Please help! Thank you.
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7 months ago
Hello,
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,
Kristina
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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7 months ago
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Hello! I already certified my account last year. I've waited six days, and today the withdrawal was declined without any explanation! It's a scam.
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7 months ago
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The casino is now demanding receipts for all the deposits I've made there. Including one from June 8th, even though I didn't deposit anything there that day. I've sent all bank statements and receipts.
I paid by instant bank transfer, and they're asking for a receipt from my Skrill account, even though I don't have one. This is really dubious, considering I was already certified in December. I've never experienced anything like this before. I hope you can help me.
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6 months ago
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Hello! Update: The casino still refuses to pay out my winnings. Now they're demanding a confirmation email for a payment from June, even though I didn't make any withdrawals in June. Of course, I don't have the email because it doesn't exist. I've never experienced anything as dubious as this casino. My account was already verified in December, and I've sent all the required documents multiple times. They're asking for ridiculous things, like a screenshot of my email search bar when I type in Skrill! Unbelievable. Please help!🙏
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6 months ago
Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.
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6 months ago
Dear claudi3110,
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.
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6 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,
Kristina
Casino.Guru
