Goldiwin Casino - Pelaajien kotiutukset viivästyvät ja niissä on ongelmia.

An issue with unexplained withdrawal issues as well as previous withdrawal method being removed from withdrawal options. Timeline below.

Previous withdrawal history: 3x withdrawals with no issues. On the third withdrawal underwent advanced KYC by providing a notarized version of my passport. This was accepted and the third withdrawal proceeded without any issue.

March 29th: initiated fourth withdrawal.

May 1st: my withdrawal was rejected. No email from the payments team or any other team regarding reason for failure.

May 1st: I contacted chat support at which point they provided copy paste answers that my withdrawal was canceled because withdrawals are canceled if players are using the funds or if rollover was not met. Neither of which is true for my account, previous withdrawals without issue. Haven't placed bets in over two months.

May 1st: initiated another withdrawal attempt.

On May 5th: it read as processing.

May 6th: I received an email asking if I would like to proceed with a fee (due to withdrawals being within 30 day rolling period). I responded within 24 hours as with my previous two withdrawals. Usually after this the payouts team would process my withdrawal with the 8% fee. I had checked in several times between this time and May 12th to the payments team, zero reply.

May 12th: my withdrawal is somehow marked as "failed". But not rejected. No email from the payments team or support team. My previous check in for updates were met with "we do not have any updates on your case. Strangely, the Interac e-transfer option has also been removed from my withdrawal options (same processor that I used to deposit and for my previous three withdrawals). This option still remains an option for deposit strangely, enough they just turned it off for withdrawal.

May 12th: I check in with chat and the only answer they could come up with is that withdrawal options change from time to time.

Seeking your assistance to figure out what is going on and to see if we can make the last two withdrawals I have left for my remaining funds go smoothly. Any help would be appreciated.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Goldiwin Casino. Please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers. Could you please advise if you have been informed about any alternative method to withdraw your winnings? Could you kindly confirm if you passed the full KYC verification? 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,

Attila

Yes already passed full KYC to my knowledge, with the latest being a notarized passport. They have yet to ask for any further documents. So far, the KYC team has been the only department that has been responsive to any inquiries.

The issue is, they have never replied to any of my inquiries regarding the withdrawal issue and have not communicated to me any alternate for withdrawing the remaining funds. Even previously when the payment team sends emails asking to confirm if I wanted to process the withdrawals with an 8% fee, I would confirm and they would never reply to any of those emails. Just randomly process the withdrawal a few days later.

It also seems strange that they only reached out to me once when my withdrawal was "rejected"due to a need for advanced KYC I.e. notarized passport. In total, there have been 3-4 rejected withdrawals, none of which were notified, my account message notification history proves this. Each time I have to write in to live chat to ask why it has been "rejected".

So to summarize, the casino has provided zero information on this issue to me, which is why I am reaching out to you. At this point, I'm just hope the casino can at bare minimum provide some information and to provide an alternate solution for withdrawal.

Note: on my own accord I have submitted details for a direct bank transfer with the options that are showing on my account, so that has been submitted but still no response.

Goldiwin still refuses to provide any information on what happened.

Still refusing to provide any information on why they canceled my last two withdrawals attempts. I'm starting to have doubts the bank transfer submission I put in will go through. So again, seeking your assistance with this one. Thanks, Attila.

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, Lucia (lucia.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,

Attila

Hello ChubearChubear,

I am sorry to hear about your troubles. I am Lucia and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards,

Lucia

They have "approved" my most recent withdrawal on their end.

- Still refuses to provide information on why they "rejected" and possibly timed out my last two withdrawals attempts.

- No information on why interac was removed without explanation after successful withdrawals previous.

-No information on why no emails were sent for the last two failed withdrawals.

Two business days and counting for the most recent "approved" withdrawal. Nothing yet. Will wait the full 5-7 and provide any updates.

Dear ChubearChubear,

Thank you for providing the information. Please keep us updated on any further developments.

Were you able to get any information from them?

Dear ChubearChubear,

Unfortunately, we have not yet received any response from the casino. Rest assured, I will keep you updated as soon as I have any information.

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.

Thank you! The last withdrawal eventually went through (took almost a full month of back and forth) but they did not provide any information on the issues mentioned above. I just want to make sure my future withdrawals are accounted for. Thanks again for the help!

Hello ChubearChubear,

I’m happy to hear things are moving in the right direction.

Could you please confirm whether there are currently any funds available for withdrawal in your casino account?

Additionally, please let us know if there are any pending withdrawal requests at this time.

Thank you.

Yes there is enough for one final withdrawal.

I requested it on 25th in accordance with their 7 day rolling period. Have not heard back yet, so it has not been processed.

Thanks.

Dear ChubearChubear,

As of today, we have not received a response from the casino. We are continuing to monitor the situation closely, however, at this point, we are becoming sceptical that we will receive any reply from them.

Should there be any changes or updates, I will inform you immediately.

In the meantime, please keep me updated and let me know if there have been any developments on your side.

So on my end, it seems they processed the last withdrawal rather quickly likely to get rid of the problem. I mean technically the issues with the withdrawal has been solved, but I guess the casino just decided not to answer to any of the issues raised. On my end, I am not going to manually mark the issue as resolved because they did not explain what happened. The final withdrawal through Interac was no problem, so it seems like they were taking away payment options randomly at will earlier. On your end, I guess you can close out the case and give it any designation you want, I have no opinion on that. Thanks again for your help!

Dear ChubearChubear,

Since you have now received your withdrawal and the main issue raised in this complaint appears to have been resolved, we will proceed with marking 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,

Lucia S

Casino Guru