The player from Greece faced issues with GoldSpin as his withdrawal was not being processed, and the casino repeatedly requested the same documents. After multiple submissions of the required documents, including proof of ownership for his virtual card, the player's documents were eventually verified, and he was awaiting the deposit of his winnings. The Complaints Team had extended the response time to ensure the player could confirm the resolution of his issue. Without confirmation from the player, the complaint was marked for rejection, although it could be reopened if necessary.
Goldspin Casino - Player's withdrawal is delayed by repeated document requests.
Amount: €235
Goldspin Casino
Safety Index:HighSafety Index
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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2 months ago
Translation
My withdrawal from GoldSpin is not being processed. They keep asking me for the same documents repeatedly.
Automatic translation:
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2 months ago
Dear EFSTRATIOS87,
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?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@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,
Dominika
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2 months ago
Translation
Thanks for the response!
So I got the winnings WITHOUT a bonus.
The issue is that I made the deposit for the winnings from a virtual Piraeus Webuy card.
At first I made a withdrawal and they canceled it as they asked me for a screenshot of the card after I sent it and pressed withdraw again they canceled it and asked me for a pdf file that the card is in my name. I sent it to them and they canceled the withdrawal again and told me to send them the same document again after I sent it again they canceled the withdrawal again and asked me for a document from the bank that the card belongs to me. I have recovered it but I am not giving them the money 
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2 months ago
Translation
Today, 07/01/2025, they asked me again for both sides of my passport and again for a screenshot of the virtual card from the e-banking application. I sent them and they told me they would send me an email.
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2 months ago
Translation
The documents have been verified, I am waiting for the money to be deposited into my account.
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2 months ago
Dear EFSTRATIOS87, thank you for the information provided,
Kindly update us once you have received the money.
