The player from Spain requested a withdrawal of €560, which remained pending for over 100 hours despite having completed the identity verification process. Recently, the casino closed his account due to an 'administrative decision,' which limited his access to account functions and history, while he was unable to recover his winnings. The Complaints Team attempted to assist, however, due to a lack of response from the player, the complaint was ultimately rejected.
Goldspin Casino - Player’s account has been closed and withdrawals are delayed.
Amount: €560
Goldspin Casino
Safety Index:HighSafety Index
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8.2
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 week ago
Public
Public
4 weeks ago
Translation
Withdrawal request of €560. Identity verification process completed. Withdrawal made on Monday, January 27 at 01:47. It has been over 100 hours since the request and it is still pending. I receive automatic and generic responses from chat and via email, always with the same information that my request has been escalated, but I don't receive any solution or payment. Furthermore, as a recent development, they have decided to close my account due to "administrative decision", leaving me without the option to access my account history or any functions within my account, which deprives me of my rights as a user to address the issue. I have reviewed past cases of customers and it seems that their way of acting is recurrent and fraudulent.
I would like to recover my money, since it belongs to me. It is frustrating and exasperating to try to contact them and not have the case resolved when everything is in order. The payment was made with a credit/debit card, a photo of which was sent as requested. For the verification of the payment method, I also sent a bank statement showing all my personal and address details. I comply with everything they ask for, and still, they do not pay my winnings. Additionally, I have not used any bonuses or activated any at any point, nor have I used free spins or anything like that.
I need your help, please.
Automatic translation:
Public
Public
4 weeks ago
Dear albertovidal21,
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 the 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, please, let us know and we will intervene and try to help you.
If the casino in addition to the closure of your account informed you in any capacity they won't process your payout please let us know as soon as possible and we'll try to assist you further.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
