The player from Germany had encountered issues with a €250 withdrawal from an online casino due to verification problems. The casino had requested a gas, water, or electricity bill for verification, which the player only received annually. After nine days, the player had confirmed that the verification issue was resolved. Consequently, we had marked the complaint as 'resolved' in our system.
Goldwin Casino - Player experiences validation delay delaying withdrawal.
Amount: €250
Goldwin Casino
Safety Index:Above averageSafety Index
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6.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
Public
Public
9 months ago
Translation
I made a deposit and played without a bonus, and wanted to withdraw €250. I immediately uploaded the necessary documents, but they did not accept my internet provider invoice, nor my bank statement, nor my pay slip. They insisted on a gas, water, electricity bill which I only receive once a year. I have never encountered this issue with any other casinos.
Automatic translation:
Public
Public
9 months ago
Dear ulli3982,
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 casinos takes KYC lightly and it might take a few working days to complete this thorough process.
- Do I understand correctly that providing Proof of Address seems to be the only obstacle standing between you and your winnings?
- Could you please forward any relevant communication and supporting evidence to petronela.k@casino.guru?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Public
Public
9 months ago
Translation
Please close after 9 days I am verified.
Automatic translation:
Public
Public
9 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, ulli3982, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
