Golisimo Casino - Player’s winnings haven’t been received yet.

The casino ate 900 euros from me, I got a 50% deposit bonus which had no limit on winnings upon completing the turnover and while I had won and wagered approximately 1100 euros they left me with 175, I have proof from the conversation with representatives that the bonus has no limit on winnings and I will raise them, please help me.

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Dear Dragon7619,

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

Dear Dragon7619,

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.

No, I haven't received anything, the casino claims that the bonus had a withdrawal limit, while the live chat clearly says that there is no limit on winnings. In short, they stole €900 from me, please help.

Dear Dragon7619, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

I have made a withdrawal in the past, my winnings were with a deposit bonus which I fulfilled the wagering requirements, I have sent you photos above, please help.

Out of 1100 euros they gave me 175 while the bonus has no limit on profits, I want to explain this to you, the representative also says it in the chat, in the photo I have sent you above, they clearly fooled me so they wouldn't pay me

Dear Dragon7619,

Thank you for your reply and for the information provided so far.

To better understand your situation, could you please send me the exact link to the bonus you were playing with, or alternatively, screenshots of the bonus terms and conditions as they appeared in your account?

This will help us verify whether there was any maximum withdrawal or winnings limit applied to this specific promotion.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla

Dear Dragon7619,

Thank you for the information and the screenshots you have provided.

After reviewing the conversation with the support agent, I would like to clarify one important point. In the chat, the support appears to state No restrictions on winnings but immedietaly follows with 500 EUR limit. Its not a confirmation of unlimited cashout in this case and its vague frasing from Support.

To proceed further and verify everything correctly, I kindly need a bit more clarification from your side.

Could you please confirm which exact bonus you were playing with? Based on the information available, it seems it might have been the second deposit bonus (50%) from the welcome package, but I would like to be sure.

If possible, please confirm:

• whether it was part of the welcome package (1st / 2nd / 3rd deposit bonus),
• or if it was a different promotion.
• Also i need to clarify if in the end of the wagering what status was showing your bonus balance and real balance , as the support mentions that only the funds in real money balance will be withdrawable.

This is very important, as I need to review the exact bonus terms and conditions that applied to your case at the time.

Thank you very much in advance for your cooperation. I look forward to your reply so we can continue with the investigation.

Karla

Yes, it was the second deposit welcome bonus of 50%, specifically deposit 35 euros and I got a bonus of 17.5 euros

The total amount I had always said that it was a bonus and not real money, when the wagering requirements were completed they left me with 175 euros and they took away about 900 of the total, let me explain this to you, while the bonus I got had no limit on winnings, the entire amount had to be converted into regular money, I have played in dozens of similar casinos and bonuses are always converted into regular money after completion.

In the chat it says exactly, you can withdraw the entire amount of winnings that will result from the bonus... the other limit of €500 is for withdrawals, dear Karla.

Dear Dragon7619,

Thank you for your patience and for providing all the information.

After carefully reviewing the bonus terms you shared, as well as your explanation, I understand why this situation feels unfair from your perspective. However, I would like to clarify how these bonus rules are typically applied in your case.

While it is stated that real money is used first during gameplay, this does not necessarily mean that all winnings are automatically treated as fully withdrawable real money. When playing with an active bonus, winnings are often considered as bonus-related funds until they are fully converted into real balance according to the casino’s system and bonus rules.

In your case, it appears that although you completed the wagering requirement, the majority of your balance remained categorized as bonus balance, and only €175 was converted into real (withdrawable) funds. According to the terms, only the real balance becomes eligible for withdrawal, while the remaining bonus-related funds can be removed.

Regarding the live chat, while the support agent mentioned that there is no limit on winnings, this statement was unfortunately vague and followed by a reference to a €500 withdrawal limit. It does not clearly confirm that all winnings would be fully withdrawable without conditions.

I fully understand that this is confusing and not clearly explained, especially as many casinos handle bonus conversions differently. However, based on the terms you provided and how the bonus system works in this case, we cannot conclude that the casino acted against its rules.

Please let me know if you have any additional information you would like us to review.

Karla

Dear Carla, the conversation with the representative took place before I received the deposit bonus. If he had told me that I could not withdraw the entire amount I would have won, of course, and I would not have deposited any money. You should be with the player who was cheated and not with the casino. I have nothing else to say and once again the casino is getting away with it. Shame on them for making fun of people.

Dear Dragon7619,

Thank you for your patience and for sharing your perspective.

I fully understand why this situation feels unfair, especially if the information provided by support before accepting the bonus was not clear enough. I also understand that based on that communication, you expected your winnings to be fully withdrawable.

Please allow me to clarify our position.

We are not taking the casino’s side in this matter. Our role is to independently review the case and assess whether the casino acted in accordance with its own Terms and Conditions. Unfortunately, we are not able to modify, rewrite, or override a casino’s Terms and Conditions, even if we personally agree that the communication could have been clearer or more transparent.

In your case, based on the bonus rules and how the system works, the casino considers the majority of your winnings as bonus-related funds, and only the portion converted into real balance (€175) as withdrawable. While the support agent’s wording was indeed vague and potentially misleading, it does not provide sufficient grounds for us to conclude that the casino violated its Terms and Conditions.

For this reason, we are unable to pursue this complaint further.

I understand this is not the outcome you were hoping for, and I’m truly sorry we could not bring you a more favorable resolution. For future situations, I would strongly recommend confirming all bonus conditions in detail, especially how winnings are converted, before accepting any promotion.

Thank you for your understanding.

Karla

Dear Dragon7619,

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.

I would like you to contact a casino representative to give us their own explanation as to why they misled me in the live chat.

Dear Dragon7619,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samko, samuel.s@casino.guru. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear Dragon7619,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Golisimo Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Golisimo Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal, as well as the justification for the partial or full confiscation of the player’s winnings.

Thank you for your cooperation and a timely response.

Best regards,

Samuel