Goldwin Casino - Player’s struggling to complete account verification.

Absolutely pathetic they can happily take your money without having a verified profile but God sake try and make a withdrawal of your winnings ppppfft absolute joke my identy documents are still pending and my withdrawal request apperently the finance team will get around to it. not to mention Ive reviewed no reply to the countless emails I've sent STAY AWAY FROM THIS SITE

Date of experience: 06 June

Dear thebonjetty,

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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

Well the fact that 1 kyc should be done before they allow customers to gamble it's like of I walk into a casino in person i have to show my id before I enter wouldn't that be less troublesome Todo the kyc before taking out money . And my problem is 1 they are not accepting my driver's licence as a valid form of I'd because it has my middle name initial S and not my full middle name, o feel like my identity will be leaked giving howucj information I have to give and not to mention it's been 6 days and my documents are still pending and no one has replied to my countless emails expressing my concerns

I understand your frustration, and I fully agree that implementing a customer verification process before accepting any deposits would help prevent many issues. However, I would like to inquire if you have any other document that displays your full middle name. If this is the only discrepancy in the personal documents you have provided, it should not be a valid reason for the casino to deny verification of your account.

Dear thebonjetty,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Still no payout I refuse to provide another copy of my passport what I've supplied is more then enough in all the countries in our world except theres apperently, I gave many legal and court documents which verifies enough to get. A home loan I don't trust this already discredit casino with my details that then can be used to defraud my name which has already happened and I suspect this casino to be the culprit as they were happy with the documents I first provided then once I received a alert on my credit file them they responded wanting More HD PHOTOS which is extremely suspicious giving all the reviews and poor customer service as I attempted to contact over 37 times and got 2 replies once I logded this report

Do I understand correctly that you have a passport that displays your full middle name? Are you willing to provide it to the casino or you've done so, but it was rejected previously?

Yep correct and I also submitted 5 legal court documents and a statutory declaration signed by. A judge and police. Office confirming my identity and was. Refused

Thank you very much, thebonjetty, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi thebonjetty,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Goldwin Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what are the reasons for rejecting the documents provided by the player? Have you ever explained to the player what the problem was?

I'm looking forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello Natalia & Jayson,

I have checked and the photo the player provided of his passport was rejected as it doesn't meet the minimum requirements - photo is cropped and of low resolution.

In order to complete the verification the player is required to send a photo of his passport, keeping in mind the following requirements:

• The submitted photos should be of high resolution, all the details should be in focus and clearly visible;
• All four corners of each document need to be clearly visible in the photos;
• Covering or distorting any of the information present in the documents is forbidden;
• Photos should be taken only of the original document, photocopies and/or photos of a document displayed on a screen of a device will not be accepted.

With regards,

Eugénie Lacroix

Dear Goldwin Casino, thank you very much for the reply.

Dear thebonjetty, would you please try to upload the photo of your passport that would meet the requirement of the casino again? Feel free to send it to us too so we can check with our team if this photo would be somehow cropped or of a bad quality. My email is natalia.b@casino.guru.

Regards,

Natalia

Hi there as stated earlier I had attempted credit application tried with my passport details and this is the only casino Ive sent my passport photo to,it was the same day I received the rejection from the casinos (finance) team and was told by my credit file that the application failed due to poor quality I'd documents uploaded, I also supplied my driver's licence my government health care card my Medicare card and 3 other legal court documents verified by a police office stamped and official which in Australia ilthe documents I uploaded is more then enough to acquire a home loan so giving this casinos poor review history I feel extremely anxious about sending anymore information to them and has since ceased using there website, I believe it's completely fraudulent and have had no issues verifying my identy at other online casinos without sending my passport

Dear thebonjetty, I understand you may be not satisfied with the whole KYC procedure, however, the casino didn't ask you for some new documents, it asked you to provide a photo of your passport in better quality. It seems that you already provided the casino with this one, but the quality was insufficient. I certainly get it, it may be annoying to upload the same documents many times, but please understand that the KYC part is a crucial thing and the quality of your documents should meet the requirements.

Could you please try to make a new photo and upload it again? As previously stated, you can also send it to us so we can confirm if the quality seems to be sufficient enough.

Best regards,

Natalia

Dear thebonjetty,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.