Goldwin Casino - Player experiences validation delay delaying withdrawal.

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.

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

Please close after 9 days I am verified.

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