The player from the United Kingdom had requested a withdrawal less than two weeks prior to submitting this complaint. Their money hadn't been received yet. The player had contacted their bank, which confirmed there were no upcoming payments, contradicting Goldenbet's statement of having sent the funds. The casino had refused to provide confirmation of the transaction. Despite the Complaints Team's efforts to resolve the issue, the player did not respond to their messages, leading to the complaint being rejected due to lack of cooperation from the player's side.
Goldenbet Casino - Player believes that their withdrawal has been delayed.
Amount: £3,500
Goldenbet Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.9
Goldenbet Casino has a Safety Index of 4.9, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
12 months ago
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1 year ago
I requested a withdrawal through SEPA on saturday night. This was approved by the casino on Sunday morning. My account has been KYC verified and I have previously withdrawn with no problems. They say that the payment should be within my account within 24 hours however it has now been 3 working days and the payment has still not reached my account.
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1 year ago
Dear Helpneeded2023,
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 year ago
Since submitting this I have contacted my bank who have confirmed that there are no outstanding payments due into my account despite Goldenbet saying that they have sent. I have asked them for confirmation that they have sent the funds but they have refused to provide this.
