Goldwin Casino - Player's withdrawal cancelled over additional document request.

I won a larger amount of money, it was £2k. I also sent all the necessary documents and then I received a reply that my account was fully verified. Then I tried to withdraw my winnings. Not only did I wait for over a week, but today I received an e-mail that they wanted a document from me that I did not have. And my withdrawal was cancelled. I sent all the required documents and now when it was time for the withdrawal, they came up with another document to verify. I think it's unfair. My account is verified.

Hello Majajulia90,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Goldwin Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents and the casino may request them multiple times. Can you also advise which one do you can't provide.

Looking forward to your answer.

Regards,

Nick

Dear Majajulia90,

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.