GoSpin Casino - general discussion

If you want to discuss anything related to GoSpin Casino, such as its games, bonuses, payment methods, issues with your account, responsible gambling features, or anything else, you can do so here.

I have requested several withdrawals from this casino today and in the last few days. I received the first three payouts. Yesterday the casino sent me an email asking me to take a selfie of myself with my passport in my hand and a piece of paper with the date written on it. Today the casino is sending me an email again and this time I should make a video of myself with the passport in which I say predefined things and send them to them. I would like to know if this is normal? Am I being held up in order to delay my payment? I have a bad feeling about this and want to hear your experiences.

Thank you for your valuable feedback!

We regret that you have had such a negative experience with GoSpin as we always strive to improve and make your stay in our casino as comfortable as possible!

Please be aware that the verification process is a standard KYC procedure, which is necessary to ensure the safety of our Players and ourselves. Please note that all the documents are reviewed by the responsible department on an individual basis and according to our T&C, we have the right to request additional documents for security purposes.

Let us assure you that we are not interested in not paying you the well-deserved winnings as we are a fair and Curacao-licensed casino.

If you have any additional questions, don't hesitate to contact us at any time.

We are glad to help you!

Kind regards,

GoSpin team

A 100% bonus up to 7500$ AUD, but max cashout is 2k euro ? that sounds retarded. That means if I deposited the max amount to play with 15k, the most I could cash out would be 2k euro ?.

Am I reading that correctly ?

Dear scottM!

We are glad to see you in our GoSpin Casino and provide the information about our welcome bonus, which is designed to enhance your gaming experience!

Please note that according to the Terms & Conditions of our Welcome Offer (100% + 100 FS), real money bets will be placed first. All winnings gained when betting with real money will go to the Real money wallet. It is important to note that there are no limits to the winnings with Real money bets.

Let us inform you that when you start to wager a bonus using Bonus Money funds, all winnings from bonus bets will go to the Bonus Wallet. Once the wagering condition is complete, the amount left on the Bonus account will be transferred to your Real balance. Please note that the maximum amount that can be transferred from the Bonus to the Real Wallet must not exceed five times the deposit amount, but not more than 2000 EUR.

Take advantage of this exclusive welcome bonus to enhance your gaming journey at GoSpin Casino! If you have any questions or need help, our support team is always ready to help.

Good luck and have a good time at the GoSpin Casino!

Nice experience playing here.

Hi, if you are interested you can describe more. Maybe it would be beneficial for other players as well. 

What did you like the most ? Did you manage to withdraw any money from the casino ? 🙂

Sure, but the max cashout should be a multiple of the bonus amount, not a fixed amount. If I have to wager 7500 euro 30 times, and when I complete it I can only withdraw less than 1/3 of my deposit, it's rather pointless. Cashout should be 5 or 10 times the bonus amount as a minimum.

Thank you for your attention to our casino and your important observation regarding the rules of our bonus offer. We fully understand your desire to have maximum freedom when withdrawing winnings; however, allow us to explain the rationale behind the established rules.

First and foremost, we would like to emphasize that our casino aims to ensure fairness and protect the interests of all our Players. The setting of a maximum withdrawal amount is aimed at minimizing risks and ensuring the financial stability of our operations. This allows us to offer generous bonuses and promotions while maintaining the stability of our platform.

We are always open to discussing potential improvements and changes to our rules to better meet the needs of our Players. Your feedback is highly valued, and we are ready to consider all arguments and proposals aimed at enhancing the gaming experience.

Thank you for your understanding and patience. We hope for your continued cooperation with us and wish you good luck in your games!

I understand it is a risk management measure, what I am saying is that its borderline dishonest to advertise a 7500 match bonus when the result of completing the massive playthrough requirements, would be that you are allowed to withdraw 26% of what you deposited. In my humble Opinion, you either need to reduce the max bonus amount to 500 to 1000, or change the withdraw policy to accomodate high rollers so that there is actually a point in having the bonus in the first place.

After the first successful KYC process, I attempted withdrawals. Are in "Waiting" mode. Later, I received a request via email to send different selfies. Awkward. Then the video had to be sent by itself. Super awkward. The processing took 5 days after the video, and no answer. Withdrawal attempts made more than a week ago. What next? Experiences?

Thank you for sharing your concerns with us! Your feedback is highly valued by us!

Please be informed that according to our T&C, the Verification department has the right to request additional documents for the KYC procedure. It is standard procedure to ensure the safety of our players and ourselves. All provided documents/videos are reviewed on an individual basis and according to the rules of our casino.

Since we are a fully licensed Curasao-Casino you can be sure that all deserved winnings will be paid accordingly to our T&C.

If you have any additional questions, don't hesitate to contact us at any time.

We are glad to help you!

Kind regards,

GoSpin team

It's nice how quickly you respond on this forum, while responding to email and documents is slow. I understand the inspection, but I think it would be reasonable to do the inspections faster, and not ask for new evidence every week. It sounds like prolonging the payment of the money and unfair to the customer, and raises doubts whether things will be taken care of at all.

Next, a notarized document from the passport is requested.

Have you been able to withdraw your funds from here?

Please use the "reply" button whenever you'd like to get your message to someone particular, so the person can get notified.

Anyway, were you able to provide that document, yet?

I have reserved the first free time for the notary, which was possible, and am going to get the document in question. I really hope it's a safety measure and all my effort and waiting is not in vain. I heard that the processing of the notary's document at the casino in question could take a month. Is it reasonable anymore on top of this?

We give casinos 14 days to resolve the verification, I think a month to check one document would be quite enough. I understand that the casino has to take this process seriously because it is important, but on the other hand it shouldn't take too long either. If this is the case and you still have problems, you can submit a complaint with us and our team will try to help you. 

But for now, I would wait to see what happens with the document you sent in and make sure you give us an update on whether it was in order and whether you are verified or not.

Fingers crossed 🤞

Thank you for your comment and willingness to help. Tomorrow I'm going to send the notary's document and I'll get back to you on how it goes.

Sure, so we'll wait to see if the casino accepts it or not. 

For now, good luck. ☘️👍

Hey, a little update on that. I sent the document from the passport to the notary and asked about its processing in the chat customer service. Suddenly the Vip Manager appeared in the chat and said he would speed things up. The next day, the document was accepted, but again I was asked for new documents - this time a salary certificate, which I provided immediately. It took about 4 days to process, because there was a weekend and Easter in between. I asked the VIP manager for help and finally got my account confirmed! My withdrawal request was rejected, and I almost got frustrated, but after finding the payment methods in about a day, I successfully made the first withdrawal to my account. Here too I asked the Vip Manager for help. Now I have received three successful withdrawals within two days and now there are three withdrawals waiting. I have not received the withdrawal within a few hours, as promised.