The player from Portugal has three pending withdrawals of 600 euros each, totaling 1,800 euros, from Goldspin Casino, alongside a remaining balance of 10,000 euros. She submitted her withdrawal requests after receiving confirmation of her account verification and is frustrated with the lack of concrete updates from customer support, which continues to show her withdrawals as 'pending.'
Goldspin Casino - Player’s withdrawals are delayed.
Opened
Current status
Waiting for player to reply
5d 23h 1m 27s
Goldspin Casino
Safety Index:HighCase summary
Discussion
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3 weeks ago
Translation
I hereby submit a formal complaint against goldspin casino, regarding 3 pending withdrawals of 600 euros each (1800€) and an actual remaining balance of 10 thousand euros.
I requested the withdrawals on Sunday 22/02.
On the same day I received official confirmation by email that my account was 100% verified, I met the deadline of 72 working hours, which ends today.
Despite having provided all the documents (including proof of iban and account ownership) the status of the withdrawals remains "pending".
chat support (operator Angela) refuses to provide concrete updates, limiting themselves to automatic messages that the case has been forwarded.
With a total balance of 11,800 euros at stake, I demand the immediate processing of funds, as there is no legal or technical impediment, given that the account is verified and the daily limits checked!
Thank you
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks 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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
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3 weeks ago
TranslationHello good morning...thank you very much for the quick reply...yes I'll be waiting!!!from what they tell me my account is fully verified and KYC too...I'll send you the screenshot of the conversation....
thank you
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2 weeks ago
Dear Fi83,
Did the casino process your payout?
Please let me know whether our intervention will be necessary.
Looking forward to your reply.
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2 weeks ago
TranslationYes, it paid out, but slowly
thanks for everything but those casinos aren't very reliable...I've learned now
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1 week ago
With your permission, I will now close the complaint as resolved. You will have the option to continue the complaint if the payouts stall.
Please let me know your decision.
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yesterday
Dear Fi83,
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.
