Goldwin Casino - Player’s withdrawal has been delayed.

The initial withdrawal request was placed on February 9, 2024.

This request was canceled on February 15, with the suggestion that I should withdraw the entire amount at once. Consequently, I requested the 2000 Euros on the 15th. The email also stated that as soon as the request is sent, it will be processed as quickly as possible. Well, what can I say since February 15th, I have been sending emails to the finance team. Not a single one has been answered.

When reaching out to support, I only get responses stating that the finance team will get in touch. Today is the 22nd, and nothing has happened yet.

I was expecting the money by tomorrow.

I kindly request your assistance.

Dear torstenhinz66996,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

Okay, does that mean I have to wait another 7 days? The one gentleman from support said a maximum of 5 days. Do I just have to write here again next Thursday?

Thank you for your reply, torstenhinz66996. As I already explained, we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

Hello Natascha & Kristina,

Hope you are both well!

I have reviewed the player's account and the withdrawal request for EUR 2000, placed on February 15th, was processed and paid by our Finance team on February 22, 2024 - the 5th business day since the request was placed.

With regards,

Eugénie Lacroix

Dear torstenhinz66996,

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.