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

Hi this casino keeps avoiding me I've won 3 times a good amount of money the first time was 5 grand the second time around $1500 I opened my account with goldwin casino about 3 to 4 months ago anyway for this long so far I've sent them my ID documents to be verified however I'm still waiting for my account to be verified so I can withdraw the $5000 I won I kept emailing then but I never would get a reply . . So in the end I had to play all my winning so it went all back into there casino. So the second time I'm still waiting for them to verify my account and I started to have to play the money. . I've had a pending withdrawal sit the for the 2 to 3 weeks as we speak I've sent in all the required information and documents and emailed them at least up to 50 times I did get a reply saying they would now send my documents over to Finance dept so they can verify them and it's been over a week and haven't heard back since. I'm starting to thi that this casino is a bit dodgy and that tbey don't won't to pay out to anyone that' wins. I feel if u win they just ignore u so u have to pay all the money that u won but into there casino .. I'm concerned now my money I won isn't going to get withdraws. I don't know wat else I can do . Can anyone help me with any answers that I can fo to try and get them to release my winnings.

Dear beckm448,

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

Hi but it's been 2 weeks since they have got all my documents they keep ignoring me and just won't give me my winnings I don't know war else to do

I just won't my winning it's been 3 months since I opened my account and I've been trying to verify it to get with drawals

I haven't been informed by them only that my documents was sent to Finance for verification weeks ago

Thank you very much, beckm448, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

Hello, beckm448!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello Pavel & Rebecca,

I hope you are both well!

From what I see the player's account is already verified. The verification process was concluded on June 21st.

The player was informed of this via email on June 22nd at 7:16 AM (GMT Time).

With regards,

Eugénie Lacroix

beckm448, can you, please, confirm, that your account has been verified?

Dear beckm448,

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.