The player from Germany had a verified account but experienced delays with three pending payouts, one of which had been pending for 80 hours despite the stated 72-hour processing time. She felt uncertain about receiving her total winnings of 1,010€. The Complaints Team had extended the response time by 7 days, but the case was ultimately rejected due to a lack of response from her, preventing further investigation into the issue. The team remained open to assisting her if she chose to resume communication in the future.
Goldspin Casino - Player’s payouts are delayed.
Amount: €1,010
Goldspin Casino
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 weeks ago
Public
Public
1 month ago
Translation
Hello,
My account is verified and my first payout came after 48 hours. I have 3 more payouts pending. One was 80 hours ago even though it says it will take 72 hours. I'm just being put off and have the feeling that I won't receive my 3 payouts worth 1010.
Automatic translation:
Public
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1 month ago
Dear Vanny2405,
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.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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Public
4 weeks ago
Dear Vanny2405,
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.
Public
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3 weeks ago
We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
