Goldspin Casino - Player's withdrawal is delayed by repeated document requests.

My withdrawal from GoldSpin is not being processed. They keep asking me for the same documents repeatedly.

Dear EFSTRATIOS87,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Dominika

Thanks for the response!

So I got the winnings WITHOUT a bonus.

The issue is that I made the deposit for the winnings from a virtual Piraeus Webuy card.

At first I made a withdrawal and they canceled it as they asked me for a screenshot of the card after I sent it and pressed withdraw again they canceled it and asked me for a pdf file that the card is in my name. I sent it to them and they canceled the withdrawal again and told me to send them the same document again after I sent it again they canceled the withdrawal again and asked me for a document from the bank that the card belongs to me. I have recovered it but I am not giving them the money

Today, 07/01/2025, they asked me again for both sides of my passport and again for a screenshot of the virtual card from the e-banking application. I sent them and they told me they would send me an email.

The documents have been verified, I am waiting for the money to be deposited into my account.

Dear EFSTRATIOS87, thank you for the information provided,

Kindly update us once you have received the money.

Dear EFSTRATIOS87,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.