Goldwin Casino - Player’s struggling to withdraw winnings.

I made a deposit with my Visa Debit card using a bonus, deposit 20euros and receive 150 free spins. I made my deposit and tried to access the free spins but they would not open. I contact Support Chat who re issued the free spins but the game would still not open. I decided to go ahead and play down my 20euros and I won. I emailed my documents to verify my account. I tried to make a withdrawal but none of the options available allowed me to withdraw (SEPA and Skrill), there was no Visa Debit option. I contacted Chat several times but each time there was an issue with Visa (but yet depositing with Visa was always an option that was available). I have not contacted Chat again about not been able to withdraw and they have said that they will look into it. I feel they are trying to are just delaying and hoping I will go back and play down my balance.

Dear banjolilly,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. Therefore this doesn’t necessarily have to be the casino’s mistake.

Would you be so kind and forward all the relevant communication between you and the casino to kristina.s@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,

Kristina

Thank you for coming back to me so quickly. The only withdrawal options shown on this Casino are Skrill, Ecopayz, SEPA and EzeeWallet. I have tried to use Skrill but when I hit the button to say withdraw, there is a blank. the casino will allow me to enter my Bank details for use with SEPA, but again there is no button to then make a withdrawal. I don't have Ecopayz or EzeeWallet accounts but when I tried to open these options again there is just a blank page. I have spoken with Chat and they have said they will look into it. I dont have any transcripts from this Casino as they dont offer this facility. I have looked at the Deposit section on this site and they are many many options to deposit including Visa Debit, so I feel they are trying to withhold my winnings. Looking forward to your response.

Kind regards

Catherine

Thank you very much banjolilly for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear banjolilly,

I'll be taking care of your complaint from now on. I’m sorry to hear about your negative experience. I’ll contact the casino and try my best to resolve the issue.

I would like to invite Goldwin Casino to join this thread and participate in the resolution of banjolilly’s complaint.

Thank you Andrej, I was able to speak to someone on Chat yesterday who initially denies that there was anything wrong with their system and eventually told me to try withdrawing on FireFox, I have done this and the withdrawal appears to be pending. I have found this Casino to be most unhelpful, each time I speak with some they tell me something different. I feel they are trying to withhold my withdrawal, any assistance you can give me would be greatly appreciated.

Regards

Catherine

Thank you, banjolilly, for the update. I’m glad to hear there’s been some progress.

We’ll wait for the casino’s reply.

Hello all

Just checked now and we see the withdrawal was processed.

User was able to request the withdrawal via bank transfer, and we processed it already.

We are working a lot to offer more and more deposit and withdrawal alternatives, it's one of our main goals, in order to accommodate players' needs, worldwide.

Please let me know should there be anything else.

Regards,

Amanda H.

I have just received an email stating that my withdrawal request has been processed. I will await for it to reach my bank account.

Thank you, banjolilly, Goldwin Casino, for your replies. We’re glad to hear the good news.

Dear banjolilly,

Please let us know once you’ve received the payment or if there’s any other news regarding the issue. I’m setting the timer for 7 days.

Ok, thank you...

Catherine

Good morning, I have just check my bank and my winnings have been deposited. I am not sure if this would of happened without your assistance. thank you soooo much for your assistance.

Kind regards

Catherine

Thank you, banjolilly, for the update and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru