Goldwin Casino - Pelaajalla on vaikeuksia tilin vahvistamisessa.

Dear Casino Guru Team,

I need your help because Goldwin Casino doesn't seem to understand me and keeps writing back the same answers.

It's a verification issue.

I deposited at Goldwin over 2 years ago using my OLD credit card, but I couldn't withdraw anything and therefore didn't verify my account at the time.

Now I have deposited about 20 times with my NEW credit card. I also sent a Photo of the card to them during the verification process.

Now Goldwin really wants a better photo of my OLD credit card. But IT no longer exists.

I only have an old photo of this on my phone but it apparently isn't sharp enough for them.

How can I send a photo of a credit card that hasn't existed for over 2 years?

The other problem is that they won't accept my driver's license as an ID document even though it LITERALLY says on the website that a driver's license is also accepted. (See screenshot)

Because if I had known that a driver's license was not accepted even though it was written on the website, I wouldn't have paid so much money because unfortunately I only have an expired passport at the moment but they don't accept that either.

I sent them my birth certificate, health card (with photo), driver's license, registration form, proof of address, photo of the old AND the new credit card. But I can't take a new/better photo of my old credit card because it no longer exists. Please can you help me? I've never had such problems verifying my account

Dear Eskimee,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Is it possible possible for you to get a confirmation from your bank or credit card issuer, the card was issued in your name?
• Could you please share with me your communication with the casino regarding the problem?
• Could you please also share the photo of your old card with me as well?
• My email is tomas@casino.guru

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,

Tomas

Hello Nadine & Tomas,

I hope you are both doing well!

In order to complete the verification process you are required to provide:

• Proof of Identity (Passport or National ID card - both sides) - the document needs to be valid and the photo(s) should show the entire document including all four corners, taken in good lighting conditions and with all the details in focus and clearly visible;
• Photos of the front and back side of the MasterCard ending in *1635 (you can cover the cvv code on the back side for your safety). This card was used for 3 deposits in the period January - March, 2024 - not two years ago as stated above;
• A recent bank statement (not older than 3 months) for the bank account ending in *1546 to which the withdrawal is requested. This needs to show your full name, a clear date of issue, the bank's logo and the IBAN.

Per the standard verification procedure all players are required to verify all payment methods used in the casino.

If I understand correctly, you declared that you no longer have the card ending in *1635. This means that you have two options to verify this card:

1. You can provide an official card confirmation document issued by your bank, clearly stating that the card in question was owned by you and that it is currently cancelled;
2. You can provide a bank statement for that card, showing all deposits made with it to the casino (covering the period January 01, 2024 - March 31, 2024). This statement should clearly show your name as the account holder and all the 3 deposits made to our casino.

These documents can be directly uploaded on the Identity Verification page under My Account.

With regards,

Eugénie Lacroix

Hello,

I was now able to verify my account details using a bank statement.

However, I find it very misleading that the website clearly states that a driving license is also acceptable as proof of identity, but that this is now no longer accepted.

I have sent a photo of my expired passport, my driving license and my birth certificate as I currently only have an expired passport.

Since you write on your website that a driving license is sufficient, I don't understand why it is no longer accepted.

Hallo,

Meine Kontodaten konnte ich nun mittels Bankauszug verifizieren.

Ich finde es jedoch sehr irre führend, dass auf der Internetseite deutlich geschrieben wird, dass auch ein Führerschein als Identitätsnachweis zugelassen ist und dieser nun aber nicht akzeptiert wird.

Ich habe ein Foto meines abgelaufenen Reisepass gesendet, meines Führerschein und meiner Geburtsurkunde da ich zurzeit leider nur einen abgelaufenen Reisepass besitze.

Dadurch ihr auf eure Seite schreibt, dass ein Führerschein reicht verstehe ich nicht, dass dieser nun nicht akzeptiert wird.

Hello Nadine & Tomas,

Thank you for your response!

Expired documents are not accepted under any circumstances.

You will need to provide either 1) a valid passport or 2) a valid national ID card.

With regards,

Eugénie Lacroix

Then please indicate this on your website.

Writing that a driving license is accepted and then not accepting it is confusing.

Dann solltet ihr das auf eurer Seite bitte auch so angeben.

Zu schreiben, dass auch ein Führerschein akzeptiert wird und diesen dann nicht akzeptieren ist verwirrend.

Hello Nadine & Tomas,

Thank you for your response!

From what I see you were informed by email by the Finance team of the acceptable documents.

As we operate globally, the list on the website is meant to cover all jurisdictions we accept.

With regards,

Eugénie Lacroix

Dear Eskimee,

Were you able to provide valid documents in order to complete the verification of your account?

Were you able to withdraw your winnings?

Hello Tomas,

Thank you for your response!

The player has provided a bank statement and verified the card ending in *1635. We haven't yet received photos with a valid national ID card or passport.

With regards,

Eugénie Lacroix

Dear Eskimee,

Were you able to submit a valid ID, other than your driving license? Was it accepted?

Please let me know about any further updates.

Dear Eskimee,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.