Goldwin Casino asking me to verify an Account in country they are not legally allowed to Operate?

Hello everyone,

Not sure if anyone has ever come across this before. Had an account at Goldwin Casino for over 2 years. Fully verified THREE TIMES (as they make you send a new proof of address every year).

Had 400 left in the account but have had to move back to the UK due to mother being ill, where they aren't allowed to operate legally due to not having UKGC license.

They said they would not process the refund until I sent a proof of address for my UK address and a selfie of me holding the proof of address? I argued this as they can't operate in the UK and I don't want the Goldwin account updated, I just need it closed and the refund done. I sent it anyway, now they've ignored me for 4 days?

Here is the complain thread - https://casino.guru/goldwin-casino-player-s-withdrawal-has-been-delayed-14

I should note I have opened a complaint on Casinoguru about this. It hasnt been responded to in 4 days?

I can see in your complaint that the casino representative is actively trying to solve this issue and has told you to send all the required documents so your withdrawal can be approved. I beleive that they are able to solve it this way.

Have you sent the documents yet to the casino?

Also, you can see the timer in your complaint, and due to the handling of many complaints by our team, it is not possible to post to each complaint every day. That is the main reason the timer is there, so do not worry; Tomas will get back to you soon.

As stated above previously numerous times and as stated in the complaint thread, NUMEROUS times. All documents were sent 5 days ago now. They were also all uploaded in the complaint thread 5 days ago. I have been ignored.

We are just going to ignore the fact they have asked me to change my address on the Goldwin account to a country where they are BREAKING THE LAW by soliciting players???

The complaint hasnt been responded to for 5 days...

I can read in your complaint that the casino answered you and is asking for the documents in the right format or of better quality. It is nothing unusual for a casino to ask, to tell you the truth. Otherwise, your account won't be verified. So, please try to do as requested, and hopefully soon they will be able to accept the documents.

I believe that your case is an individual one because, as you said before, your winnings were acumulated in the country where you resided previously. Isn't that right? That is why the casino tries to solve everything and pay out your winnings. Isn't that your main goal, or did I understand it wrong?🤔

My account has been verified THREE TIMES SINCE 2022. All the documents they have requested have been sent AND VERIFIED (Which is proven in my complaint) mutilple times since 2022. I have done multiple deposits and withdrawals.

The ONLY issue I have had is when I have moved and have asked for the account to be closed and balance refunded. The UKGC have confirmed the casino is operating illegally and is not licensed in the UK. DESPITE this the casino has insisted on the documents (AGAINST UK LAW). I supplied all documents in High Quality format the same as I have every year.

IF you cannot see what is happening here there is no point in us speaking.

I have looked through your site and I have seen Goldwin and West have done this AND LIED to 4 other players from Ireland, Finland and Croatia in the last 4 months.

I do understand your point that you have been verified at this casino before. As I already mentioned, it is not unusual that a casino will ask for some additional verification and ask for more documents, though. Especially in cases like yours, which I could call a special one.

I can not say anything about legal issues, as I am not a laywer and neither of us in Casino Guru are. If you beleive that this casino does something illegal, you are very welcome to duscuss it with your lawyer.

I can see, that the casino is willing to pay you your money after providing the additional documents the've requested and hopefully they will do as promised.

This is an embarassing response and highlights why casinos get away with murder on this site.

It is UNUSUAL AND CRIMINAL TO ASK A PLAYER TO VERIFY THEIR ACCOUNT 4 TIMES IN TWO YEARS, ESPECIALLY WHEN THEY ARE IN A COUNTRY WHERE THE OPERATOR IS NOT LEGALLY ALLOWED TO OPERATE! You do not need to be a lawyer to understand this, simply look on the UK .gov site or the UKGC site.

All documents were provided, AGAINST MY BETTER JUDGEMENT AND AGAINST THE ADVICE OF THE UKGC. The operator lied, rejected them and has asked for absurd things. This can be seen on the complaint thread.

Please don't be an apologist for casinos, I know they pay your wages but JESUS CHRIST!

I truly do not understand your intentions here, to tell you the truth.🤷‍♀️

You played at this casino while living in Ireland, as you stated. Then you moved to the UK for personal reasons and wanted to withdraw the remaining balance from your account at this casino. Right until now?

You come to our site and file a complaint so we can help you get the money, and now you are being rude here on the forum when all we do is try to help you get the money? I truly do not understand.

The casino is fully licensed at Curaçao (GC) and accepts players from the UK. They are willing to pay your money and asking for documents from you so they can do so. I understand that they are trying to make it somehow difficult with all the requirements, but I still believe that they will hopefully pay.

So, explain to me now, please. What is your point here?

Nice to see CGs intentions on show. Censoring reviews, marking complaints as resolved when they have done nothing….

I already replied you here: https://casino.guru/forum/complaints-discussion/west-casino-dark-side-mga-ecogra-solicitors---a-case-study-live-updates/3#post-130090