GoldenSpin Casino - Player is facing withdrawal restriction.

Good day, i played some slots on the above mentioned casino and when i rejected for a withdrawal it was rejected stating that i should be status 2. This means that one has to make at least 2 deposits which amount to $70 so i can be on that status. Well fine i have communicated with the support telling them to only authorize the withdrawal of my initial deposit and they keep telling me to make another deposit. Please find attached files of my deposit.

Dear malethandiwe,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Can you let me know if you took advantage of any promotional offer when making your initial deposit?
• From the forwarded screenshot, it appears you made three deposits totaling $122. Is that accurate?
• Additionally, has your account, along with your payment method, undergone full verification?

If there’s any relevant communication, please forward it to petronela.k@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,

Petronela

Good day, yes the deposit was verified cause i managed to play a couple of slot games. I only made one successful deposit of 551 trons of which they didn't have any promotion

I understand now, that the other two deposits were not successful and are still marked as pending in the system.

This is the only successful deposit.

Have you been advised why another deposit is required to withdraw your winnings? Thank you.

Dear malethandiwe,

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.

They are saying that the 2nd deposit complaisewith the company policies

Thank you very much, malethandiwe, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you for helping me out

Hello, malethandiwe,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite GoldenSpin Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear GoldenSpin Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to withdraw the disputed funds, and why should he make another deposit to the casino?

If it suits you better, feel free to use my email for a response (branislav.b@casino.guru).

Thank you in advance for providing the 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.

Dear malethandiwe,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru