Goldspin Casino - Player's winnings are delayed due to repeated document requests.

After winning without a bonus, just a deposit, they asked me for a lot of documents, repeatedly requesting the same ones. Once the KYC process was completed, they told me I had to submit them again. Out of nowhere, they blocked the chat because I said (I think you're treating me like a fool). I have evidence and even screenshots of all the conversations, and they didn’t want to pay. This is how I see it, being someone who is legal and has everything in order. Without a doubt, the worst casino experience and customer service. Before you deposit here, I advise you to ask for the conversations, and then you can decide. Thanks to casinos like this, I have decided to stop playing at any casino that doesn't have a Spanish license.

Dear Domineli888,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

I have sent them all the conversations by email, as of today, they have blocked my account, since they do not want to pay, I even have emails from them constantly cancelling the withdrawal without me cancelling it, I do not even want the money anymore, I want justice to be done and for no player to go through what I have been through.

Thanks for your email.

I went over your conversation with casino support, I understand your frustration.

• Could you please share with me the proof you provided to casino support from the desktop application of your Paysafe account?
• Did the casino justify its decision to block your casino account? Did the casino refer to any broken rules?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 

Thanks in advance for your reply.

I'll send it to you by email if you need it, I sent them a pdf of my paysafecard from 2 months ago, they blocked my account for saying that I'm fed up with sending the same documents on several occasions and some colleagues told me that it was fine, and others that I should send them again, I won the money with a deposit, without the help of bonuses, and it was in the automatic roulette and in the bigbass secret, to this day, they do not deign to say anything, the account is still blocked, and it is a very scammer casino, it should not have the score it has, because if you give that score to a casino like that, including the tests that I have passed you, perhaps your clients should not trust you either, since casinoguru is supposed to be serious. Thanks.

Thanks for your reply.

I understand this must be frustrating.

I haven't received the deposit proof I requested from you earlier. I apologize for the inconvenience.

Looking forward to your reply.

I sent everything to them, if you need anything else, don't hesitate to let me know, although I doubt very much that they can help me...

Thank you very much, Domineli888, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.  

Dear Domineli888, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact Goldspin Casino outside this complaint thread and let you know any new information once I receive it.

I thought casinoguru was a good option to clarify fraudulent casinos. I have brought thousands of people here because I thought you were trustworthy, but I have realized that you are the same mafia in sheep's clothing.

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 Domineli888, 

I have received a response from the casino representative; here is what they have stated:

Hello,

Thank you for the opportunity to provide a proper response to this matter.

We recognize that timely access to your winnings & the respect of your requests are fundamental aspects of your experience, and we are dedicated to managing such matters with the highest level of care and professionalism.

We would like to compress all the actions into a timeframe, in order to make it more easier to follow all the details that were provided.

Firstly, the KYC process ensures your winnings' security and smooth withdrawals by verifying your identity and account details. This safeguards your funds, meets regulatory requirements, and maintains a safe platform. In this instance, the verification process commenced on December 4th, when the customer was informed that only a few more documents were required in order to verify the payment method, as well. It is important to clarify that verifying this payment method requires two specific documents, one of which can be provided in two different ways.

Later that same day, the customer’s account was fully verified, enabling them to submit withdrawal requests within the established daily limit of €700.

Secondly, after the account was fully verified, the customer engaged with our team via chat in a manner that was aggressive and expressed dissatisfaction with the process. During this interaction, they stated that they no longer wished to receive their winnings, and all of the withdrawal requests were stated as canceled by the customer on our end. In the same chat, they raised a request to close the account. The customer also indicated their intention to share their experience publicly on forums, a right we respect as part of open feedback.

Subsequently, the closure request was reviewed by our team and the customer’s request was fulfilled after we asked for feedback and tried to understand better the underlying concerns.

At the time being, there is no other pending withdrawal request and the account is permanently closed in accordance with the customer's wishes.

We acknowledge that this resolution may not align with the customer’s expectations. However, we wish to emphasize our commitment to providing assistance and maintaining transparency throughout the process. Cooperation and respectful communication are pivotal in resolving any concerns effectively, and we remain committed to supporting our customers in a constructive manner.

Thank you for your understanding and cooperation. We hope this message clarifies the situation and we are here for any questions.

Best regards,

GoldSpin Team 

Good afternoon, in response to the casino, I have to say that it is completely incorrect and in the conversations I sent you, you should confront it, not to mention the almost 3 months it took them to reply...

They didn't want to pay from minute 1 and despite the hundreds of documents I sent them, they always came up with a new excuse which I still satisfied them, the account blocking as you can see in the conversation, is when I said that I was fed up with being treated badly and that they were treating me like a fool, I don't know where they get their evidence from, at no time did they let me withdraw, and at no time did they give me explanations. It is today one of the worst casinos that exist online and they refuse to pay at all costs.

Dear Domineli888, 

thank you for your message.

Dear  Goldspin Casino,

would you be able to provide the proof of such a conversation, please? Feel free to email it to katarina.d@casino.guru.

Looking forward to your reply.

I sent it to you twice in my day, it is clear that this mafia does not intend to pay, only that after everything I sent, this house at least deserves to have a security index of 0, I understand that this type of betting houses will pay you money so that you mention them as good, no help on your part.

We would like to ask the Goldspin 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,

Thank you for the chance to have a response to the last replies.

We fully acknowledge the importance of evidence in such matters to ensure a comprehensive understanding of the situation. However, we would like to emphasize a key point regarding our commitment to data security and privacy. In strict adherence to the General Data Protection Regulation (GDPR), we are unable to disclose or share any communications between us and the customer, as doing so would compromise their privacy and data protection rights.

The specific communications in question pertain to two separate emails sent on December 4th and December 6th. These emails include the customer’s request for account closure as well as their feedback regarding their experience with our casino.

Furthermore, we would like to highlight that the customer retains the right to request the reopening of their account at any time. Additionally, they have the ability to submit a GDPR request regarding their personal data, regardless of whether their account is active or closed. Our team remains available to assist the customer with these processes as needed.

Should you have any further questions or concerns, please do not hesitate to contact our support team via chat or email or tag us in this thread.

Best regards,

GoldSpin Team

I'm not going to respond to this mafia anymore, it's clear that it's constantly spinning the hype, I explained my situation and I have proven it, but it's still at a high rate, thinking about it after almost 4 months without playing since this happened to me, 5000 euros is not money with which I could really have lost in the long term, I just wouldn't like other users to go through what I went through with this, if you want you can continue trying to cover up for the casino as you've been doing for so long. Thanks for nothing casinoguru.

Dear Goldspin Casino,

thank you for your message.

I would like to emphasize that we adhere strictly to GDPR regulations and treat all information provided with the highest level of confidentiality. It is imperative for this case that you submit the documentation supporting your claims; otherwise, your credibility may be called into question.

Furthermore, we find it unjust to withhold payouts from players based on alleged inappropriate language, particularly when evidence has not been provided to substantiate such claims.

Dear Domineli888,

In light of the casino's indication that you may retain the right to reactivate your account, I recommend that you pursue this option. Additionally, I kindly request that you forward the emails referenced in the casino's response, specifically those dated December 4th and December 6th, to my email at katarina.d@casino.guru. Let us also proceed with a GDPR request concerning your personal data and the internal communications with the casino. Once you receive these documents, please send them to my email.

I would like to remind you that resolving such issues with online casinos typically involves a lengthy process. Exercising patience is vital in these scenarios. I am committed to assisting you in recovering your funds, and maintaining respectful communication will significantly enhance your chances of receiving your winnings.

Dear Catarina: Your payment terms according to your terms and conditions are 24 hours from the day after the request is made, and they spent 60 days canceling withdrawals for (internal issues) hence my constant frustration with the casino, I have already tried to reopen the account via chat, and they told me no, here they put themselves very well positioned and behind the scenes they are what they are. It is not a long process, it is an impossible process since these casinos refuse to pay at all costs, I am not alone, there are hundreds of thousands of negative comments about their online casino groups on your website, you and your partner have all the conversations and KYC tests that I sent on several occasions, thank God, I am not a compulsive gambler nor do I need money, you can put the 5000 wherever it fits, but I do want to prevent more vulnerable people from having something like this happen to them in less or more quantity, together we have to end this mafia of casinos that are not legal. Today, I am with casino paf.es and withdrawals are instant and do not present any kind of problem in anything, casinos like this are the ones that deserve a high security index, they are not mafias, thank you Catarina for your help, but what I am looking for with this is that you help others in the future, and they are given the rating they deserve.

Dear Domineli888,

thanks for the update.

Dear Goldspin Casino,

Could you please clarify whether it is accurate that the decision was made to refuse the reopening of the Domineli888 account? Additionally, I would appreciate an explanation as to why this option was mentioned earlier. This situation raises concerns regarding potential misleading communication.

I respectfully request that you either provide substantiated evidence to justify the decision to restrict this player’s access to their funds, or consider reopening the Domineli888 account to facilitate the withdrawal of his winnings.

Hello,

We wish to highlight a few key points on this matter. The customer can reopen his account if he wishes. Furthermore, we have no record of a reopening request that was denied on our end. As previously highlighted in the GDPR request, this option remains available to any customer who has an account with us.

Additionally, we would like to emphasize that there are no funds held by us in any pending withdrawal or active balance. Our team is committed to assisting customers in securely verifying their accounts and withdrawing their funds. Moreover, the actions taken in this case were in direct response to the customer's requests—namely, verifying and subsequently closing the account.

We appreciate your patience and understanding and hope this clarification resolves the matter.

Have a lovely day,

Goldspin Casino

Why don't they send you proof of what I sent? They just lie. I'm willing to send them screenshots again, even conversation videos. I have everything saved. They don't pay because they don't want to, and they'll stick to this excuse for years.

Dear Domineli888,

thanks for the message.

Will you be able to try to reopen your account with this casino one more time, please?

Could you please give us a consent to be able to see the communication between you and casino? Perhaps, with this written statement from you, Goldspin casino will be open to share the screenshots with us.

Dear Goldspin Casino,

In the initial message from Domineli888 in this thread, a screenshot displaying an account balance of €5,000.73 was provided. Could you please clarify your statement regarding the absence of funds in the active balance?

Furthermore, I would like to reiterate that we treat all information, documents, and screenshots with the highest level of confidentiality. We do not disclose any information publicly and strictly adhere to GDPR regulations. With this in mind, could you please provide the evidence that supports your claims? Specifically, could you share a screenshot demonstrating that no funds are available in Domineli888's account? Please feel free to send this information to my email: katarina.d@casino.guru.

Hello,

Further to our previous discussions, we would like to inform you that we have provided a comprehensive list of all transactions up to the moment of account closure. This includes all actions related to the funds, such as deposits, bets, and withdrawals. We trust that this will clarify any concerns regarding the funds referenced in the screenshot mentioned.

For security reasons, we regret that we are unable to share screenshots from our end. However, we hope that the detailed transaction history serves as sufficient proof of the funds' status.

Thank you for your understanding.

Best regards,

GoldSpin Team

Dear Goldspin Casino,

where have you sent this comprehensive list of all transactions, please? I have not received any email. Could you please resend it? My email is katarina.d@casino.guru.

Katarina, I have been waiting for proof from you since December and I sent you everything from the first moment. You have never looked into my case. I, for my part, do not intend to answer any of your messages or those from Goldspin. With this I say goodbye. You can close the complaint. It is clear that nothing can be done with these casino mafias. I will never return to casinoguru.

Dear Domineli888,

I completely understand your frustration and displeasure regarding this complaint. It's important to note that these processes can sometimes take weeks or even months, largely depending on the cooperation of all parties involved. If one party delays their responses or fails to provide necessary information, it can significantly extend the resolution time.

I want to assure you that it has never been my intention to mislead you or to unnecessarily prolong the processing of your complaint. I have recently received a relevant piece of evidence from the casino and have already requested additional information, for which I am currently awaiting a response.

Please know that I am managing over 30 active complaints, and your case is among my top priorities. However, I completely respect your wishes if you feel that closing the complaint is the best course of action for you. Please inform me if you would like to keep this complaint open or if you prefer to close it.

You can close the complaint but please state it as unresolved, the casino has deceived me and you have not helped me at all, thank you.

Dear Domineli888,

As requested, we are closing your complaint. We understand your frustration regarding this matter. However, please note that issues of this nature often require more time to resolve than initially anticipated. We regret this outcome, particularly as we have only recently begun receiving pertinent documentation from the casino. As we lack definitive evidence of unfair practices on the part of the casino, we cannot close this complaint as unresolved. Therefore, in accordance with our internal guidelines, we are classifying this complaint as rejected.

We apologize for this outcome. Should you encounter any further issues with this or any other online casino, please do not hesitate to contact us.

Best regards,

Katarina