Goldwin Casino - Player is struggling with account verification process.

Tried to explain to them that I can’t provide the exact documents they want for my debit card as that isn’t how my bank works. They keep stonewalling me and sending the same copy and paste message. I really actually enjoy this casino because they have a ton of selection but they won’t let me verify so I can deposit and withdraw on the site properly. I’m really getting anxious and upset. I’m trying to work with them and be calm and patient but this has been going on 2 weeks now and I have 1700$ sitting waiting. Please help goldwin.

Dear tannerwayne871, 

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 any of your identity documents been approved?

Which document have you been unable to provide the casino with?

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, 

Veronika

Hello Tanner & Veronika,

Hope you are both doing well!

I have reviewed the account and the player still has to provide documents to verify the payment method used in the casino.

The player provided photos of the card used to deposit, however those were rejected as they don't show the cardholder name. The Finance team requested that the player send a bank statement, showing the player's name as the account holder and the deposits made to our casino with that card in April and May.

This can be easily downloaded from the bank's internet banking service or requested from the bank directly.

With regards,

Eugénie Lacroix

Hi there, My banks debit cards do not show the cardholder name. I don’t know how else to help that, it’s just not how my bank works. You guys asked for a bank statement showing my card number 0207 and I sent a picture of a statement from my account and detailing the purchases made on the account, and you guys still denied it. I explained that’s all I can send you because debit cards are linked to bank accounts at my bank and show the bank account number, not the debit card number, and you guys just send the same copy and paste message 😕 I don’t know what else to send

As you can see i’ve already sent documents and some of them have been verified, Im not trying to be hard or hide anything with this process I just don’t know what to send as you guys reject everything that i’m able to provide.

Hello Tanner,

Thank you for your response,

As you card doesn't have the cardholder name printed on it, our Finance team asked you to provide an official bank statement showing the transactions made to our casino with that card.

The bank statement should be the official one issues by your bank, which you should be able to download from their internet banking platform, and should show the transactions made with that card to our casino and the account holder information.

For your reference, you made 3 deposits so far between April 30 and May 05. This means that a statement covering April 30 to May 10 should suffice as it will cover all the transactions made.

Note that we don't accept screenshots for the verification process so you will need to send the actual bank statement.

With regards,

Eugénie Lacroix

Hi there Eugenie! I hope you’re doing great🙂 Thanks for the response. I’ve been really enjoying the games on the site! I’ve sent over the bank statement on the website but will now send it to the last email the finance team send me. I’m hoping this is what you guys are asking for as it’s the statement for my debit/bank account and is all I have regarding the account statement wise for that time period. Hope you have a good day and hoping we can resolve this issue! 🙂 Thanks, Tanner

Hello Tanner,

Thank you for providing the required document!

I see that it has already been approved and your account verification is completed.

With regards,

Eugénie Lacroix

Hi there Eugénie thank you very much! I’ve logged into the website and both documents had the check mark already, but the one still doesn’t! I’m sure that’s just a visual thing hopefully. Hopefully can get my first withdrawal done and I can now enjoy the site 🙂 Thank you for helping out Eugénie!

Dear Eugénie,

Thank you very much for getting in touch with us and helping the player with the problem he's facing.

Dear tannerwayne871,

has the issue with the last verification document in your profile been fixed? Are you able to request a withdrawal now?

Hi there veronika! On the website it says two of the three parts of verification have been completed, but i’m guessing that’s just visual and means nothing. I’ve requested a withdrawal today and the website says it takes them around 5 days to process. I will update by then if I’ve received my first withdrawal! Thank you for helping with the issue.

Hi Veronika! I’ve successfully withdrawn my first amount🙂 This current case is now closed in my books! Thank you for the help veronika. I will contact if I run into any other issues with withdrawal. And thank you Eugenie for helping out with speeding up the process!

Hi Veronika. I have made another withdrawal request. I will let you know if there is any issues.

Thank you for keeping me updated. I'm glad you've received your winnings! Please let me know when you receive your next withdrawal.

Hi there Veronica hope all is well, I checked my goldwin account this morning and found that all transaction history was erased and no sign of the 1000 withdrawal I was waiting for this last week. I’m pretty sure goldwin has taken the rest of the money I won 😕.

Hello Tanner,

Thank you for your reply!

I checked and your last withdrawal of CAD 1066 was processed and paid on our end on May 27, 2024.

For the moment the transaction history may not be visible on your end as we are undergoing some platform updates.

With regards,

Eugénie Lacroix

Thank you, dear Eugénie, for assisting the player and keeping us informed.

Dear tannerwayne871,

Could you please confirm if you received your winnings?

Hi there! My apologies for the late response. this must have fallen into my junk folder. I have received all deposits and everything is okay! thank you so much for your help veronika!

Dear tannerwayne871,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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. 

Thank you for your cooperation, and please do not 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,

Veronika

Casino.Guru