The player from Germany faced difficulties withdrawing his winnings of over €6,500 from Golisimo after fulfilling the wagering requirements. Although he had successfully completed three withdrawals, the casino then restricted further withdrawals and claimed technical issues, which led to multiple emails without resolution. He was also blocked from claiming bonuses at all Playid casinos. The complaint was marked as resolved after the player confirmed the issue had been addressed, though specific details of the resolution were not provided. We acknowledged the player's cooperation and closed the case accordingly.
Golisimo Casino - Player’s withdrawal has been restricted.
Resolved
Our verdict
Case closed
Amount: €5,357
Golisimo Casino
Safety Index:HighCase summary
Discussion
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2 months ago
Translation
I registered with Golisimo via Playid about a week ago and made my first deposit.
I won big with the first welcome bonus (over €7,000). After fulfilling the wagering requirements, over €6,500 was transferred to my real money balance. I've already successfully completed three withdrawals through Playid (€500 per day). When I tried to request my next withdrawal, I was unable to do so. A message appeared stating that withdrawals were restricted by the casino. I contacted live support, and they told me this was "standard procedure" and that I shouldn't worry, but should send an email to the support team. I did this. First, they cited technical problems, then they informed me that my bank had rejected the withdrawal, and now, after more than ten emails, I've been told it's been forwarded to the responsible team. Since then, nothing has happened, except that I've been blocked from claiming bonuses at all Playid casinos. I won the money honestly and in accordance with the guidelines, and now I have no way to withdraw it. I've never experienced anything like this before. I've been making deposits several times a week at Playid Casinos for some time now and am generally a good customer who has spent a considerable amount of money there. I'm requesting assistance. I have transcripts of the live chat messages, as well as the emails and screenshots.
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2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Golisimio Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Is your player's account accessible? Can you log in? When were your payouts restricted?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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2 months ago
TranslationGood day Tomas,
Thank you so much for your response to my complaint and thank you for wanting to help me with this matter!
Here are the answers to your questions:
1. My account is accessible; I can log in, deposit funds, and play. About a week ago, I deposited another €10 via credit card, hoping it might unlock withdrawals to a different method. I wagered this €10 once, but unfortunately, my hopes were dashed, and withdrawals were still blocked after the wagering requirement was met.
2. My withdrawal option has been blocked since approximately March 2nd.
On Friday evening, I received another email from Golisimo requesting some verification documents after being given various excuses. I uploaded these documents completely and very accurately on Friday. Since then, nothing has happened. I have the feeling it's being deliberately delayed, possibly so I'll lose it again, but I haven't touched another cent and I won't. They haven't responded to my subsequent email either.
I've sent my email history via email. I should also have the transcripts of the live chats somewhere; I'll gladly send them later.
Thank you so much, really, you've given me hope again that something will turn out after all.
Best wishes and have a nice day!
Jannik ****
Edited by a Casino Guru admin
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2 months ago
Ah short Update. After uploading all verification documents over 1 week ago, they requested another document 3 days ago (a new Selfie without camera mirroring Feature). They today also accepted this document and now requesting an empty Site and still withdrawals are restricted. I normally now must be fully verified and still they do not let me do my withdrawal.
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1 month ago
Dear J3SON,
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, Romi (romana.r@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,
Tomas
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1 month ago
Thank you very much for your help!
Im here If i can assist somehow or If you need anything.
I really hope with your Help i will finally get my Money.
Thanks!
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1 month ago
Hello,
My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.
Dear Golisimo Casino,
Could you possibly provide additional information regarding the withdrawal and clarify the situation?
Thank you in advance.
Respectfully,
Romi
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1 month ago
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.
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear J3SON,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Romi
