Goldwin Casino - Player is having difficulties with account verification.

Dear Casino Guru Team,

I need your help because Goldwin Casino doesn't seem to understand me and keeps writing back the same answers.

It's a verification issue.

I deposited at Goldwin over 2 years ago using my OLD credit card, but I couldn't withdraw anything and therefore didn't verify my account at the time.

Now I have deposited about 20 times with my NEW credit card. I also sent a Photo of the card to them during the verification process.

Now Goldwin really wants a better photo of my OLD credit card. But IT no longer exists.

I only have an old photo of this on my phone but it apparently isn't sharp enough for them.

How can I send a photo of a credit card that hasn't existed for over 2 years?

The other problem is that they won't accept my driver's license as an ID document even though it LITERALLY says on the website that a driver's license is also accepted. (See screenshot)

Because if I had known that a driver's license was not accepted even though it was written on the website, I wouldn't have paid so much money because unfortunately I only have an expired passport at the moment but they don't accept that either.

I sent them my birth certificate, health card (with photo), driver's license, registration form, proof of address, photo of the old AND the new credit card. But I can't take a new/better photo of my old credit card because it no longer exists. Please can you help me? I've never had such problems verifying my account

Dear Eskimee,

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.

• Is it possible possible for you to get a confirmation from your bank or credit card issuer, the card was issued in your name?
• Could you please share with me your communication with the casino regarding the problem?
• Could you please also share the photo of your old card with me as well?
• My email is tomas@casino.guru

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,

Tomas