The player from Germany had deposited 90 euros and won 450 euros, but the casino refused to pay out due to insufficient verification data, despite him having submitted the required documents multiple times. The Complaints Team had extended the investigation period by 7 days for the player to respond, but he did not provide the necessary communication with the casino. As a result, the complaint was rejected due to lack of response.
Goldspin Casino - Player's winnings have been confiscated.
Amount: €450
Goldspin Casino
Safety Index:HighSafety Index
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8.9
Goldspin Casino has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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1 month ago
Translation
Dear Casino Team, I have dealt with the team 5-6 times now. I deposited 90 euros and won 450 euros with those 90 euros. Now they don't want to pay me the money and said the verification data was not sufficient. Even though I submitted it every time as they asked. Not a trustworthy site!
Automatic translation:
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1 month ago
Hello tnx94k4whs,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Goldspin Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when exactly is the verification process ongoing?
- Which documents have been already approved and which ones not?
- When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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1 month ago
Translation
I had now submitted everything they had requested and had already made the request 6 times. As I said, I uploaded my bank statement and my details for the withdrawal. I also uploaded the deposit professionally. The verification process has been running for 2 weeks. I have already spoken to the casino several times and the last time was 3 days ago.
Automatic translation:
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1 month ago
Dear tnx94k4whs,
I hope you're doing well.
Would you be able to forward the communication between you and the casino to nikolas.b@casino.guru for further review?
Looking forward to your response.
Best regards,
Nick
