The player from Germany had had a problem with a delayed withdrawal request of €1650 from Goldwin Casino since 06/02/24. The casino had initially confirmed the transaction on 20/02/24, but it had allegedly been rejected by the player's bank two days later. The player's subsequent attempts to withdraw had been unsuccessful due to an invalid BIC Swift code. After several interactions and clarifications from the casino and the complaints team, the player had been able to correctly request the withdrawal. Eventually, the player had confirmed that the full amount had been successfully transferred to his account.
Goldwin Casino - Player's withdrawal has been delayed and rejected.
Amount: €1,650
Goldwin Casino
Safety Index:Above averageSafety Index
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6.9
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Resolved
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Case closed
RESOLVED
Case summary
9 months ago
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10 months ago
Translation
I've been trying to get 165 euros paid out since February 6th, 2024, on February 20th, 24 I was informed that the transfer was successful, screen shot in the attachment today February 22nd, 24th it says, would be rejected by my bank, now I'm trying to make another withdrawal request but it says my BIC Swift is invalid, but it isn't, attached is another screenshot, please help me!!! Unfortunately uploading the screenshots doesn't work, I could also send them by email
Kind regards, Jü*****S*****
Edited by a Casino Guru admin
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10 months ago
Hello schwendnerjurgen82,
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 is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? Would you be able to use a different withdrawal method as your bank rejected the payment? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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10 months ago
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Good morning, it's about 1650 euros as stated in my complaint, I've been verified since February 6th, I haven't played with bonus money!!! And I don't think my bank refused the payment, why should it!!!!
Greetings Jürgen
PS it is already the third withdrawal attempt
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10 months ago
Hello Jurgen & Nick,
Hope you both are well!
I have reviewed the player's account and on February 20, 2024 our Finance team processed a payment of EUR 1650 to the player's bank account, opened at C24 Bank. The player's bank rejected the payment and the funds were returned to us and added back to the player's account on February 22, 2024.
Our Finance team informed the player accordingly and advised him to use a different account opened with another bank.
I can see that indeed the player tried to register a new bank account for withdrawal and failed as he kept entering an incorrect Swift code.
For some of the attempts an incomplete Swift code was entered ("BYLADEM", "BYLADEM1 ") and for some the Swift code contained an empty space at the end ("BYLADEM1SAD ") or inside the code ("BYLADEM 1SAD").
Payment with an incorrect Swift code can't be processed and therefore the system is designed to validate the code entered when placing the withdrawal.
To place the request the player need to enter the correct Swift code as shown on his bank statement - "BYLADEM1SAD", making sure that there are no empty spaces before or after the code or between the letters and numbers of the code.
I can also see that the player hasn't contacted our Live Chat support which could have easily assisted him in placing the request correctly.
With regards,
Eugénie Lacroix
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10 months ago
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What a joke, I contacted the live chat several times and my last withdrawal request was made to the savings bank!!!
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10 months ago
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I have now submitted another withdrawal request to the savings bank as before, I will see what comes of it!!! I'll keep you posted, thanks for your efforts for now
Kind regards, Jürgen
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10 months ago
Hello Jurgen,
Glad to hear that you were able to request the withdrawal.
This will most likely be reviewed by our Finance team next week.
With regards,
Eugénie L****
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10 months ago
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Most likely if I'm already reading this!!!!!!!!!!
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10 months ago
Hello Jurgen,
Thank you for your reply!
Withdrawals can take anywhere from a few hours to 5 business days, depending on the number of requests in queue in front of yours.
As you placed your request accordingly all you need to do is wait until it is reviewed by our Finance team.
With regards,
Eugénie L****
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10 months ago
Translation
Well then we'll wait and see what happens!!!
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9 months ago
Dear schwendnerjurgen82,
Even though the casino's message, we always recommend to wait 14 days for any withdrawals to be processed. Please let us know in case of any update or other issues.
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9 months ago
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Hello, I would like to inform you that the entire amount was transferred to my account today, thank you for your support!
Kind regards, Jürgen S*****
Edited by a Casino Guru admin
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9 months ago
Dear schwendnerjurgen82,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
