HomeComplaintsGoldspin Casino - Player’s winnings are delayed due to verification requests.

Goldspin Casino - Player’s winnings are delayed due to verification requests.

Amount: €2,400

Goldspin Casino
Submitted: 11 Dec 2024 | Resolved : 26 Dec 2024
Resolved Our verdict

Case closed

RESOLVED

Case summary

The player from Austria had won €2400 but faced ongoing verification requests from the casino, having submitted the necessary documents multiple times. The player suspected that the casino was intentionally delaying payment. After several communications, the player's account was eventually verified, and a first withdrawal was successfully processed after significant back-and-forth. The player reported receiving the second payment after a four-day wait, and the issue was marked as resolved by the Complaints Team.

Public
Public
Translation

Hello!

I have won €2400 at the casino, and now they are constantly asking for different things for verification. I'm very frustrated because I have already sent everything 3-4 times as requested! Both by email and directly on the website. Every time they come up with something different, even though everything is clearly visible in the documents. I suspect they don't want to pay out! Please help!

Automatic translation:
Public
Public

Dear claudi3110, 

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 and it might take a few working days to complete this thorough process. 

Could you please advise 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? 

Have any of your identity documents been approved during KYC?

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, 

Veronika


Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Public
Public
Translation

Hello!

I paid with Skrill Sofortüberweisung and sent the confirmation that I subsequently received by email, as well as the confirmation from the bank, to the casino. At first they said a screenshot was required. Then they wanted a PDF file. Then a screenshot of a computer screen. I even forwarded the confirmation email to the casino. Now they say they need a screenshot of the transfer confirmation where the name, address and email address are visible! I spoke to Skrill on the phone and such a confirmation is impossible!

Automatic translation:
Public
Public
Translation

Now my account has been verified but the withdrawal has been rejected because they don't accept the Skrill confirmation! They are asking for a screenshot of a payment confirmation with my name, address and email address. But I paid by instant transfer and received a normal confirmation. According to Skrill there is no other option. What should I do now? They are asking for the impossible!

Automatic translation:
Public
Public
Translation

Update!

Yesterday I received an email saying that my account had been verified. Today I received an email saying that my withdrawal had been rejected because they needed a selfie of me holding my ID card in my hand and my elbow had to be visible! That's impossible. I'm really starting to get desperate! Please help!!!!

Automatic translation:
Public
Public

Thank you for keeping me updated. I’m glad to hear that the documents you’ve uploaded so far have been successfully verified.

Please understand that sometimes casinos may request additional documentation as part of their verification process. While I realize this might feel excessive, it is typically a one-time requirement, especially before processing a first withdrawal.

Requesting a selfie with your identity document and your elbow visible is actually a standard procedure in many online casinos. This step helps the casino confirm that the account belongs to the person making the request, ensuring the security of both parties.

Could you please specify if you sent the requested photograph to the casino?

If you encounter any issues with completing this request, feel free to reach out, and I’ll do my best to assist you further.

Public
Public
Translation

Hello!

New update: one payout worked after a lot of back and forth. I've been waiting for the second one for 4 days now, customer service keeps putting me off! It's very, very difficult to get your money. I now think I'll never get the second payout!

Automatic translation:
Public
Public

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, gameplay investigation, payment provider issues, 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. 

Although the 14-day period has not yet passed, could you please specify if you received any updates regarding your second withdrawal request?

Public
Public
Translation

Hello!

Thank you very much, I received the payment yesterday!

Automatic translation:
Public
Public

Dear claudi3110,

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, 

Veronika Fritz 

Casino.Guru 

flash-message-reviews
User reviews – Write own casino reviews and share your experience
Forum_alt
Join the discussion on our Forum and meet casino players from all over the world
scamalert_1_alt
Casino Guru employees will never ask for your password or seek access to your casino or bank account.
Follow us on social media – Daily posts, no deposit bonuses, new slots, and more
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news