Golisimo Casino - Player claims that payment has been delayed.

I would like to make an official complaint about Golisimo Casino regarding my withdrawal request, which has not been paid within the agreed time. I have made two withdrawals on 21.8. 500€ and 23.8. 400€ My withdrawal has been pending for an unreasonable amount of time, and the casino has not given a clear reason for the delay. The customer service responses have been generic, and no concrete timetable has been given.

I have submitted all the requested documents and my account has been verified. However, the withdrawal has not been processed and the casino has not taken any action. I request Casino Guru to look into the matter and contact the casino so that my withdrawal is processed immediately.

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Dear JONKKUH,

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

Hi, I still haven't received my money. When I ask them about it, they always give me the same answer! It's been almost 2 weeks already.. "Thanks for waiting [redacted]. Huge congratulations on your amazing winnings!

I know exactly how it feels when you win and how anxious you are to see the money arrive in your account. I completely understand that delays can be frustrating and worrying.

I have checked your withdrawal status for you and it is currently undergoing a routine review by our finance team. These checks are standard practice for us to ensure the complete security of your money transfers.

You can rest assured that everything is in perfect order for you. I will personally ensure that this final step is completed quickly so that we can release the funds to you without unnecessary delays.

Thank you very much for your understanding and for being patient for a little while longer!

Ninni says:

Let's keep our fingers crossed for a quick resolution so you can get your money in your hands soon.

"Could I perhaps have helped with something else in the meantime?"

Dear JONKKUH,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi, they paid €400 yesterday, September 4th, and still have €500 to pay.

Thank you for the update. Please keep us updated about the remaining withdrawal.

To better understand on what could be the reason for the withdrawal delay, please allow me to ask a few questions.

• Have you made any successful withdrawals before?
• Have you accumulated your winnings with or without an active bonus?
• Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account?
• If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you very much in advance for your reply.

Dear JONKKUH,

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,
Jean
Casino.Guru