Golisimo Casino - Player's withdrawal has been delayed.

I have been playing at this casino for a while and had even moved up in the VIP rankings. I was eventually dropped back down to level 1 but continued playing with them because they paid me quickly and within their terms and conditions.

I had a big win on the casino and since then they let the withdrawals stay pending for weeks at a time. They do no even respect the weekly/ monthly withdrawal limits that the terms have in place. Please contact the casino in order for me to get answers

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Dear AkTatz009,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Do I understand correctly that you currently have three pending withdrawal requests? Is three the maximum number of withdrawal requests you are allowed to have pending at the same time?
• Can you confirm that your KYC verification was completed?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Dear AkTatz009,

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.

Do I understand correctly that you currently have three pending withdrawal requests? Is three the maximum number of withdrawal requests you are allowed to have pending at the same time?

Yes the maximum is three it won't let me make more

Can you confirm that your KYC verification was completed?

No it was never requested and it was not asked when I checked on my withdrawals. The verification section says : It looks like your account does not require verification

Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

I had a pending bonus but I won it playing with my real money and cancelled the bonus when I withdrew

Thank you very much for your reply, AkTatz009. Have you contacted the casino about this issue? Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

I have sent you 2 emails

Dear AkTatz009,

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, Mirka (miroslava.d@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,

Kristina

Dear AkTatz009,

My name is Mirka, and I will be assisting you in resolving this issue. I would like to invite a representative from Golisimo Casino to join this conversation.

Dear Golisimo Casino,

Could you please provide clarification regarding this matter? Additionally, if necessary, please include any relevant evidence.

Thank you in advance for your cooperation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear AkTatz009,

I am trying to get in touch with the casino outside of this thread. I will notify you, if there are any updates.

Thank you for your patience.

Dear AkTatz009,

I am extending the timer, since there have been some technical issues from casino's side. Thank you for your patience.