GoldenSpin Casino - Player’s withdrawal has been delayed.

Dear alenmatisic666,

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

Dear alenmatisic666,

Have you received your withdrawal from the casino yet?

Hello no,still no money on my account.

Thank you for your reply, alenmatisic666. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Dear alenmatisic666,

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.

Hello still nothing but they must tell me how to verifie account and where

I’m very sorry but you haven’t answered any of my previous questions. Please check my last reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Hello

before I didnt have any withdrawals from that casino oonly in Croatia something small.

KYC verification?

I dont understand please explain.

No winings are not from bonuses in fact I didnt get any bonus on start.

Verification KYC (Know Your Customer/Client) is a very important and essential process, during which a casino verifies a player's identity to make sure that the money is sent to the rightful owner. In order to verify the player's identity, casinos request certain documents. Usually, casinos require at least one type of ID (ID, driver's license, passport) and one type of proof of address (utility bill, phone bill, etc.). However, some casinos can ask for bank statements, proof of ownership of the payment method used to make a deposit, various selfies, etc. 

Most casinos perform the verification at some point, sooner or later - some casinos don't let players make deposits before they submit documents, and other casinos let players withdraw the first or few smaller withdrawals without it, but most often casinos ask for documents at the point of the first withdrawal.

Have you provided any documents to verify your identity? Moreover, could you please clarify the sentence where you mention "Croatia" (in your last message)? I am not sure I understand correctly what you tried to say.

Dear alenmatisic666,

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.

Hello

Im sending proof so If casino take money what Im going to send then please do something because its my last money available and ID is sended.

Please!!

Ive send my ID card photo and its approved .But they ask 200$ to pay as fee or something to my account and imediatly will start transfer whats pending .

So question who will back me up and register payment ,Its my last money till 15.12. when I get salary?

I mean this must be recorded somehow if they invent something else.

Waiting for response and after starting .

Thank you very much, alenmatisic666, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

In the meantime, I strongly advise you to refrain from paying the fee. Casinos usually require at least one successful deposit to verify a payment method, but it should never be this high.

Hello alenmatisic666,

I'm Michal and I have taken over your complaint. I have reviewed your case and I am somehow skeptical about the casino's live chat support request. It is quite usual that some casinos request a "verification deposit" to verify a player's payment method, but the requested $200 is way above the usual amount of $10 maybe $20 that I've come across. I recommend not sending any money to the casino at this stage, as there is no guarantee that the casino will really return it.

I will contact the casino to shed more light on this matter.

We would like to invite GoldenSpin Casino to join the conversation.

Dear GoldenSpin Casino,

Could you kindly furnish additional details on why the player is being asked to deposit the unusual sum of $200 for the verification process? The verification should not entail any fees or additional expenses for the player. I'm looking forward to your explanation.

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.

Hello can you contact casino because I dont wanna whole sume especialy now when my balance is over 7mil dollars.

I get angry and wish to loose everithing and play with 5000$ per spin and more.

I will make complain also at ask gamblers.

If you dont mind

Dear alenmatisic666,

I fully understand your frustration. I have reached out to the casino team already, but sadly, I have not received a reply from them yet. I would appreciate the casino's cooperation, but unfortunately, we can't force the casino to cooperate with us. You can, of course, submit a complaint on other forums as well if you believe it might help. I will keep on trying to contact the casino.

Yes Il try and if options gone then my cousin from Interpol will intervenue.

And yes my balance is 6million dollars.

Dear alenmatisic666,

I don't want to ruin your faith in receiving your winnings, but considering the casino's rating at us, the fake license, and the non-responsiveness to complaints, I fear you have to be prepared for the option that you won't receive any of your winnings. I strongly advise you not to deposit any of your money at the casino, as it will most likely not be returned at all.

I fully understand your frustration. I have checked the "legitimacy" of the ownership of this casino website with Invicta Networks N.V. Although I'm still waiting for the final confirmation from the representative of another Invicta Networks N.V. casino, they have expressed their sincere doubts that this is one of their casinos or websites. There are a lot of indications that this webpage is just a fake copy of other casinos. I understand that you might feel the temptation to deposit the $200 for verification as mentioned by the live chat operator to get your winnings, but I strongly advise you not to do it as I have no reason to trust them at this stage. The casino still has some time to react and clarify the situation, but I won't be surprised if there is no response at all.

Thank you Michal for research I mean everything.

Im not gonna pay them but even if they dont approve withdrawal Il do my best to shut them down .

As we are speaking my cousin collecting about them what he can and he can do a lot.

Dear alenmatisic666,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only strongly recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru