Goldwin Casino - Player faces delayed deposit issue.

Hi I believe this is my second complaint about this site not crediting my deposit to my account and ask me to wait, last time I waited 2 months and only when I raised a complaint here it get solved, I have deposited over bank transfer

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Goldwin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share a screenshot of the transaction as it appears in the deposit history found in your player's profile?
• Have you made previous deposits using this particular payment method?
• Please, send the information to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Hi

the deposit is not showing on the site in the transactions, I used bank transfer for the first time on the 2nd of December, the money has been deducted from my bank account and is showing on a site I have been transferred when I made the payment to Goldwin, still till today no update from the site nor has the

Hello David and Tomas,

Following review, I can confirm that this case has already been escalated to our internal support team and appropriately assessed.

According to the information received from our payment service provider, the transaction in question was declined due to a name mismatch—specifically, the funds originated from a payment account registered under a different name than the one associated with the player’s casino account.

We would like to remind the player that, in accordance with standard security and AML requirements, only payment methods registered in the player’s own name may be used. Ensuring that all account information is accurate and up-to-date will help prevent similar issues going forward.

The deposited amount will be automatically returned to the original payment method, subject to the processing times and policies of the issuing bank.

With regards,

Eugénie Lacroix

Hi

unfortunately I can’t do anything with the names not matching on my Lloyds card as they use my middle name instead of my first name, I can provide with all the evidence to needed to prove this if necessary, if the money returns im happy and won’t be wasting my time and money on this casino ever

Hi also upon checking my name does match on the site with my name on the card see the screenshots

Hi also upon checking my name does match on the site with my name on the card see the screenshots

And due to this being the second time I have lost also around 500 free spins from this and the previous complaint when the casino has given my 40£ back to the account be have never credited the free spins with the promotions I have used when depositing

Thanks for your responses.

Did the amount return to your bank account already, as the casino representative asserted?

Could you please confirm the name in your player's account is filled out in full?

Please let me know.

Dear Davidt,

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.

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,
Tomas
Casino.Guru