Golisimo Casino - Player’s account is closed and winning withdrawal is blocked.

Salve, dopo aver giocato su questo casino e aver vinto circa 740€ alle slot, dopo qualche giorno mi sono stati bloccati i prelievi senza motivo.

Ho chiesto per informazioni e dopo ben 1 settimana di attesa mi hanno risposto dicendo che serviva la verifica dell'identità.

Ho caricato subito tutti i documenti richiesti e dopo altri 4 giorni mi hanno verificato, ma i prelievi rimanevano bloccati.

Dopo altri 3 giorni, finalmente, mi hanno riabilitato i prelievi.

Oggi ho richiesto il prelievo e dopo qualche mi è stato annullato e il mio conto è stato bloccato.

A questo punto mi viene da pensare che questo casino non voglia pagare le mie vincite.

Ho chiesto informazioni sul blocco e si sono limitati a dire che è stata una scelta amministrativa, ma non mi hanno saputo dire niente sul prelievo delle mie vincite.

Non mi interessa piu giocare con loro visto che si sono dimostrati inaffidabili, però voglio poter prelevare il mio saldo.

Spero possiate intervenire voi.

Grazie

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Dear nan74,

Thank you very much for submitting your complaint. I’m sorry to hear about the repeated issues with your withdrawals and the account being blocked again after verification.

To better understand your situation and assess the case properly, I would like to ask you a few additional questions:

• Were your winnings (€740) accumulated purely from real money, or was any bonus involved at any stage?
• Did the casino provide any explanation at all for the withdrawal cancellation and account block, even a general one (e.g. "security reasons" or "terms violation")?
• Have you made any successful withdrawals from this casino in the past?
• Are you currently able to log in to your account, or is access fully restricted?

If you have any communication with the casino (emails, chat transcripts, or screenshots of your account status, verification approval, or withdrawal cancellation), please feel free to upload them here or forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Dear nan74,

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.

Ciao Petronela.

• la maggior parte delle vincite (440€) le ho avute con il mio saldo reale, solo 300€ derivano da vincite fatte completamento il bonus di benvenuto casino
• il casino pensa che io abbia violato i loro termini e condizioni
• no, mi hanno sempre annullato i prelievi, nonostante abbia caricato tutti i documenti richiesti e me li avessero approvati tutti
• non posso accedere piu al casino, l'account è bloccato

Hi nan74,

Thank you for your reply and for the clarification provided.

To better understand the situation, I would like to ask you a couple of additional questions:

• Which specific games did you play when accumulating your winnings?
• Do you have any confirmation of successful KYC verification (for example, an email or a message from the casino confirming that your account was fully verified)?

Thank you in advance for your reply.