Goldwin Casino - Player’s withdrawal is delayed.

Delayed withdrawl - retaliation

I previously been verified and made withdrawals at Goldwin casino, a bit slow, but otherwise hassle free. Late December I had a problem with a bonus I took, it was supposed to be a triple bet value for the free spins but wasn't. I contacted support and got the worst customer service imaginable. He must of had a very bad day because he was so rude and obnoxious, and wouldn't put me onto a manager no matter what. Now if you want to make a complaint to a supervisor, you have to go through the support email, so they get to filter everything before passing on. So needless to say I didn't get a message or call back from a Supervisor. I put a review on trust pilot and three weeks later I got to reply from a manager apologizing through his teeth.

A week after that problem, I deposied again , took a wager free bonus, and actually had a few good wins. This was on the 9th of January and I tried to make a withdrawal of $1600 . As I said I've previously been verified and made withdrawals in the past, this time it sat there in processing for two weeks. After getting on to support they basically just told me to wait I knew it was retaliation but then I got an email from finance asking me to show photographs of a card with a number that I've never owned or used before.

Obviously a retaliatory tactic, but I questioned it, they ended up wanting me to give them my current bank card . I sent it straight away and once again I was verified. I then assumed that they would then process the withdrawal straight away but absolutely not. It's now been another 2 weeks ,they don't respond to emails. I tried to send the manager an email again but of course it has to go through support to get to him so I haven't heard nothing . It's now been sitting in processing for four weeks.. Absolute disgraceful service, using retaliation tactics to keep stalling a payout. I did absolutely nothing wrong when wagering and sticking to rules, bet limits etc, so I can't wait to hear the next excuse, there will be one.... It's no wonder they got their licence revoked. I would not recommend to anyone playing here at Goldwin Casino. I wish I could get a hold of their shareholders and affiliates to let them know how they treat their customers. It's unbelievable....

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. To better understand your situation, please allow me to ask you a few questions.

• How many payment methods have you used to deposit money into this casino? Could you please confirm whether all of these methods (cards, e-wallets, etc.) were successfully verified?
• What types of games did you play to accumulate your most recent winnings?
• Could you please provide a screenshot or a link to the wager-free bonus you used with your most recent deposit?
• Have you been asked to submit any additional documents for account verification? If so, which identity documents have you already provided to the casino?

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

Best regards

Veronika