The player from Egypt had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The player experienced delays due to repeated document verification requests despite having submitted all required documents multiple times. The casino eventually verified the account and completed the withdrawal. We confirmed the issue was resolved as the player received the payout.
Golobet Casino - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: €320
Golobet Casino
Safety Index 7.3 Fresh casinoCase summary
Discussion
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1 month ago
Translation
Complaint about delayed and cancelled payment
On June 12th, I deposited €100 into this casino and subsequently won €320. I requested a withdrawal of the €320 on the same day.
After submitting my withdrawal request, I waited three days and contacted support daily. Each time, I received only standardized responses such as: "We have prioritized your case" or "Your money will be paid out tomorrow." Despite this, nothing happened.
On the seventh day, I was suddenly asked to submit verification documents. I submitted all the requested documents immediately. Nevertheless, I continued to receive the same response every day, stating that my case would be "processed tomorrow." Nothing happened after that either.
Today is already the 11th day since my withdrawal request. Instead of processing the withdrawal, it was simply canceled. When I contacted live chat, I was informed that my case had been resubmitted for review and that everything was fine with my account. At the same time, I was asked to request the withdrawal again.
This procedure is incomprehensible to me. If my account is verified and there are no problems, I don't understand why the payout was canceled after 11 days and I have to start the entire process again.
Unfortunately, I get the impression that the casino is unnecessarily delaying the payout and may not even want to pay out. I request Casino Guru's assistance in clarifying this matter.
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1 month 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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1 month ago
Dear Dima8875,
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
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1 month ago
TranslationI didn't use any bonus while playing. Only after 7 days did they request documents for verification, and even then, only after I repeatedly inquired via chat. I never received an email, not even in my spam folder. Today, the withdrawal was canceled. I didn't receive any verification email, nor did I receive any explanation for the cancellation. When I contacted chat support, they simply said it had been submitted for review. They also said everything was fine with my account and suggested I submit the withdrawal request again.
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1 month ago
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Now they're demanding all the documents again. I submitted all the documents six days ago. I can't perform miracles. They received everything clearly and unambiguously.
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1 month ago
TranslationThey're coming. Always reply with a standard message. I've sent all the documents multiple times. Kyc@golobet.com Sent. No, they now need to be uploaded to the profile. But I can't upload them to the profile; I already told them that several times. Kyc@golobet.com I sent the documents. No, it has to be in the profile; they're investigating that. What's all this nonsense? It stinks that they don't want to pay out the money.
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1 month ago
Dear Dima8875, Dear CasinoGuru team,
we apologize for the delay. User's account is verified and withdrawal is completed. Thanks!
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1 month ago
Dear Dima8875,
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.
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1 month ago
TranslationThe casino verified my account today and immediately paid out the money.
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3 weeks ago
Dear Dima8875,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Karla Mayfly
Casino.Guru
