The player from Greece had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The player expressed concerns about the maximum withdrawal time stated by the casino and confirmed that his account was fully verified. After further communication, the player received his payment. The issue was marked as resolved in our system.
Goldspin Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €600
Goldspin Casino
Safety Index:HighCase summary
Discussion
Public
Public
7 months ago
Translation
Hello. I made a deposit of €14.5 and got a bonus which I released according to all the terms and conditions of the casino. Then I was lucky enough to win €600 which I withdrew in two parts, €300 each request. My account is fully identified as they have assured me. The withdrawal time given by the company itself is 72 hours. It has already been 5 days and the money has not been credited to my account. I ask for your help.
Automatic translation:
Public
Public
7 months ago
Dear sotiris393,
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
Public
7 months ago
Translation
But the same company gives a maximum withdrawal time of 72 hours. My account is fully identified and I'm afraid they want to cheat me. I have already provided you with all the conversations that constantly give me the same excuses. For my part, I was completely formal in what was asked of me. Why shouldn't they be the same with payments? Thank you.
Automatic translation:
Public
Public
7 months ago
Dear sotiris393,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
