Goldwin Casino - Player is having difficulties with the verification of her lost bank card.

I requested a withdrawal back in December 2023 for 100. I then canceled it and won more. It was in separate amount ie. I won 150, withdrawel request, won 100, withdrawal request to the total sum of 600. I put 100 back and left it as 500 withdrawal request. I lost my bank card. After them telling me my pending withdrawal is with the finance team and kept saying 'be patient '.

I was very pateint, over a month now infact, since the first request. They have now today blocked me from being able to access my account, or email customer services. I have more screen shots to send as proof.

They claim I need to prove I was the owner of the card that was lost (and still looking for) so I need to go to my bank for proof of ownership. I have sent bank statements showing the deposits I have made to Goldwin.

The first two times they were rejected by finance. I sent photos of my card front and back on from my app. One team member from the live chat asked for photo of front and back of card, and the cvv number. I was then 3rd time asked to send it with it covered. I have sent photos of the front and back of card via my banking app.

They said as mentioned I have to go to bank and get a proof of ownership of the lost card which I was in the process of doing. They have now today however blocked me from being able to access my acount after logging into the chat this evening and blocked me from being able to email their customer support. Please help, I'm so frustrated with this now. Many thanks, Ruth P.

Dear moonflagmaker87,

Thank you for submitting your complaint. I'm sorry to hear about your problem.

Could you please confirm if all your other identity documents have been verified, excluding your bank card?

Have you provided the casino with official proof of ownership for the lost card? Please note that without evidence confirming the card used for depositing belongs solely to you, the casino is unable to complete your verification and process your winnings.

Could you kindly explain why you have been blocked from accessing customer support via email? Do the emails you attempt to send bounce back as undelivered?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi lovely Veronika, yes as I am aware, all documents I have provided have been excepted, they were now only requesting the proof of owning the card. I am going to branch tomorrow to get this proof from my bank. But I am unable to send this to them now as chat, the site goldwin itself and email customer support have all blocked access. Email shows it unable to send, it bounces back. And showing the address can't be found on any device, I logged in via desktop to talk to chat and was soon blocked after requesting status of my acount. They said in that chat I had 500 pending. I have the evidence of this / correspondence between goldwin and myself and what I have sent for ID and proof.

Survey the bank statements prove the card was mine if they can see the deposits to then from the account and my name and address on the bank statements?!

Thank you for opening my case and the support so far, many thanks, ruth

Hello Ruth & Veronika,

Hope you are both doing well!

I have checked and the account is currently pending verification, as the documents provided so far are incomplete.

From what I see they are still waiting to receive verification photos of a card used to deposit. For this card the player has sent contradictory statements to our Finance team by first stating that it is a virtual card and then stating that the card is lost.

In order to advise the correct documents required to complete the process, please clarify the following:

• is the card used to deposit a physical or a virtual card?
• if the card is physical, are you still in possession of that card?

Awaiting your response,

Eugénie Lacroix

Hello Eugénie Lacroix, thank you for your contact.

I stated to the chat team that my card was a physical one, and was using it as a virtual one in my 'wallet' through my app and my PayPal.

I have reported it to the bank as lost, and I am awaiting a new bank card for the same bank account I have used for my Goldwin Account.

Look forward to your response, many thanks, Ruth

Hello Ruth,

Thank you for clearing this up.

In this case you can provide one of the following:

• a card confirmation document from your bank (this should shows your name and attest that the card in question was owned by you). Since you reported it to the bank as lost they also may be able to issue you a document that the card was closed and that is also acceptable;
• a bank statement showing all the deposits made with that card to our casino. The card was used in the casino between December 22, 2023 and January 19, 2024 for a total of 6 transactions.

You can forward this to our finance team by email and they will review it as soon as possible.

With regards,

Eugénie Lacroix

I have spoken to my bank who have said they don't issue any documents like this. The only thing they suggested was to show the letter with the new card showing that I have had a replacement card received for the same acount. I've rung them and been in branch and it's not something they do.

I have the bank statements again ready to send. Is there no other way I can prove that this was my card? I can prove everything else. I've even sent screen shots of it in my wallet for paypal and such like. Please help me. Many thanks , Ruth

I have received a new email from Goldwin Finance this morning, requesting my documents. Can I please ask where I can find such a document with the quoted request below, as my account statements does not show the time, or card number as requested . They show the payments made to Goldwin (my deposits though?) I'm slightly confused about this.

I quote from extract from email:

'• proof of ownership for credit/debit card ending in *7521 & proof ofpayment showing your name, date, time, card number and the transactionmade to your casino account during December and January, in PDF format'

Could you please confirm to me the recipient name in which the deposits will show up in my statements regarding the transactions/deposits to Goldwin please and will make sure all 6 are showing on the statements.

Many thanks, Ruth

Hello Ruth,

Thank you for your reply!

In this case simply send them the bank statement, for the account to which that card is linked to, showing all transactions from December 22, 2023 until January 25, 2024 as this should contain all the deposits made.

Our Finance team will be able to match the deposits even if your bank doesn't print the last four digits of the card next or time for each transaction.

Also, for your new card, you can send photos of it once you have it - so you'll have that verified beforehand for your next withdrawals.

With regards,

Eugénie Lacroix

I will do this now, can you please confirm wheb they are received please. Many thanks ,Ruth

Just to confirm I have just sent both full statements for December 2023 and January 2024, can you confirm you have received them and my acount is fully verified, and that my withdrawal will be approved and processed now please. many thanks,ruth

Good morning, just wondered if there is any update at all please? Many thanks , Ruth

Good morning, I'm still waiting on an update. Many thanks, Ruth

Hello Ruth,

Thank you for your reply!

I see that we received some bank statements from you.

The Finance team will check them shortly and let you know by email of the outcome.

With regards,

Eugénie Lacroix

The finance team have emailed me to say that the acount is verified, BUT I now have to provide My full name in the ' acount holders Field'.

Where is this and what do I need to do please as the withdrawal can't be processed without me now doing this. Many thanks, Ruth

Chat have advised me to cancel withdrawal and re submit withdrawal request to fill in the information. I have done so. Can you please verify that they have received the new withdrawal request as advised by the chat team and that my withdrawal has been processed and on its way to my bank please. Many thank, Ruth

Hello Ruth,

Thank you for your reply!

I am glad to hear that the verification process was completed.

Indeed, for withdrawals by bank transfer you are required to input your full legal name. This is because some banks reject payments if the account holder name is incomplete.

I see that you placed the request as you were advised by the Finance team. This should be reviewed in the next few days and you will receive a confirmation email once this is done.

With regards,

Eugénie Lacroix

I have been waiting so many days already, if they have had a chance to verify my acount can they not get it processed today? It's taken so long and finance don't work on weekends, I'd apreciate it if they can look at it right away, given the headache it's taken to get to this stage. Many thanks, Ruth

Hello Ruth,

Thank you for your reply!

Once you place the withdrawal correctly it can take anywhere between 1 to 5 business days for the request to be reviewed by them.

Requests are treated according to their position in the queue and this is why the waiting time may vary.

With regards,

Eugénie Lacroix

Dear Goldwin Casino representative,

Thank you very much for getting in touch with us and assisting the player with her verification and withdrawal request.

Dear moonflagmaker87, 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 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.

I understand, thank you for explaining. I am just frustrated as my original request was weeks ago. It's been such a headache and stressful for me. Many thanks and look forward to receiving withdrawal conformation from the finance team at Goldwin hopefully soon. Will keep you updated 🙂

Hi, happy to report that the withdrawal hit my acount this morning (Monday 5th feb) which is fab considering it was sent/approved by goldwin on the Friday. Thank you so much to everyone on here who has helped me. You have been amazing and your help and support have been fab during a somewhat stressful experience. Wishing everyone a happy new year and hope it beings all the love luck and happiness in 2024 x

Dear moonflagmaker87,

I am glad that you received your winnings. Thank you for letting us know and thank you for your kind wishes. We are also wishing you nothing but health, wealth, and endless blessings in the new year ahead. After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. If you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards

Veronika

Casino.Guru