Goldspin Casino - Player claims that payment has been delayed.

Deposited 700 euro to Goldspin to play live casino blackjack lost 500 euro then deposited another 200 won a hand for a balance of 400 euro and have withdrawn it back to my bank account as it was from real money deposit and no bonus taken. Goldspin are refusing to pay my 400 euro withdrawal saying due to anti money laundering I have to wager another 1800 in order to withdraw which is a total scam any other casino allows the withdrawal of any funds in an account back to the deposit method chosen. Live chat have refused to pay the money to me and I want my 400 euro and to close the account once my money is returned as they legally cannot do what they are doing

Dear Dman2020,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hi Nick,

Thank you for your reply. I completed a very lengthy KYC process on Thursday and have confirmation my account is fully verified. I was promised the payment within 72 hours now they are flat out refusing to return the money to me. I had no idea they make any player wager 10x on real money deposits and I even cited section 8 of their terms which read 8.1. You have the right to withdraw funds from Your account at any time provided that You don’t have any pending bonuses or other restrictions on account. I do not wish the play with GoldSpin any further and accepted the initial loss but I can't accept not being able to withdraw money deposited that I no longer wish to play with and want returned to me as is my right with online bookmaker and every casino site I have used. Never encountered such poor standards from a site before I was always paid my account balance when I wished to withdraw it. They are citing anti money laundering as the reason which is totally false they just want to ensure any money deposit to them never has to be paid back to the player which is a scam. I have submitted a direct complaint but I feel they will continue to refuse my withdrawal and I need to get this paid to me so I can move and close my account. I have screenshotted the transaction history and blackjack history for proof in the event they decide to lock my account on me. They can't get away with this as this is the rules for bonuses provided for free by the casino but this money was deposited from my credit card and I declined all bonuses so this would not happen. If I deposited money to 888 casino for example and no longer wished to stake the balance they would return my withdrawal as it was my own money and not theirs. I requested the withdrawal after winning one 200 euro hand of blackjack which I am legally entitled to withdraw. I am being totally reasonable in my request to be paid. I am not asking for any losses to be refunded just my one win which should be honoured and paid. I asked live chat who are licensed and regulated by they could not provide any details. Numerous illegal practices being done and false terms that are designed to rip off the player. They just want me to lose the balance so they don't have to pay me and I won't stand for it. As the funds were deposited from my credit card I have to now repay my lender the money as they aren't going to accept the fact that GoldSpin are committing fraud against players and refuse to pay me the 400 euro I requested on Thursday when I have been verified and am entitled to withdraw my deposited funds out of fairness of the game and have no active bonuses on the account. I went to the disputes section on their website the whole operation is a scam. They are not licensed by Curacao egaming and the link on their website directs to a webpage stating they are unlicensed and they do not show up in the accreddited section when the url is entered to check the register. I'm not sure my bank will reverse the charges as I deposited to the website withouting know it was fraud. Gambling.com is to blame for promoting them as they are also part of this fraud operation

Gambling commission states: Players are entitled to withdraw money from their deposit balance, including their winnings, at any time. Operators must allow players to withdraw funds from their deposit balance and there must be no term in place that restricts this. Gold Spin are in breach of my rights here

Hi Nick, after a weekend long battle with GoldSpin they paid the money and shut my account I would put a very low rating on the casino as their terms are a manipulation of actual law in their favour and they will hide behind them. They aren’t licensed by Curaçao gaming either they came back to me and said they couldn’t adjudicate and these aren’t accredited with them like they claim to be. Lot of things not right with this casino the transactions show up as something different each time consistent with scam name companies, not regulated and making things up as they go along chat also feels like bot responses which is a template response all the time. KYC more difficult than buying a house. Players aren’t going to get deposits back if they put them in because they apply bonus wagering to actual money. You can close this case, thank you

Dear Dman2020,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi Nick,

The withdrawal has been paid

Dear Dman2020,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Nick Bacon

Casino.Guru