Goldwin Casino - Player’s withdrawal has been delayed.

Hello,

i have made a deposit without using a bonus and won 250 euros on the casino a couple weeks ago. The verification went ok and i waited like a week my withdrawal to be approved, on the 29th of April. It was supposed to be approved then and i was waiting for it to come on my bank account.

Seeing it has been more than a week now, i do think it is not normal it takes so much time.

I have contacted the casino and they asked me my bank detailed transactions to check .

Since it is the beginning of the month i cannot send a pdf version, since we receive it at the end of the month so i took screenshot showing every date and transactions but they are saying it is not enough and that they need pdf version.

I asked them a proof as well that the payment was done to my bank account so i can check in with my bank, i asked if they sent it to the right bank account i gave them but they do not want to answer, all they are writing is asking the pdf version of my bank account.

I can send you my bank transactions too if you want but only with screenshots, since it is not the end of the month.

I have written to my bank that i am waiting a 250 euros since April 29th and i am waiting their answer as well.

I have made more deposits than that on their casino so i threatened them today to make the payment and to stop lying otherwise i will make oppositions to my bank to cancel all the deposits made there.

I really think they are lying and that they did not send it because i play on several other casinos and i got 2 payments already by bank which were even won after these 250 euros.

I will wait until wednesday to see if it comes and what my bank will say and then, i will cancel every deposit i made there by sending contestations documents to my bank.

This casino does not seem sincere to me, you should put his mark down.

Thank you for your help.

Best regards,

Dear mrmileena,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if you have received any tracking number for the payment from the casino? Was it your first withdrawal from this casino?

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, especially if it’s your first withdrawal. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello,

Thank you for your answer.

I did not receive any tracking number for the transaction, they just confirmed today that it was paid to the account I mentioned.

I tried to connect to my account yesterday but they blocked my account without telling me anything. I then talked to the chat agent who told me that my account was blocked by finance team because they are checking on the request I made. I took screenshots of the conversation in case.

It is my first withdrawal which actually went on payment. I had a 100 euros withdrawal when I joined the casino. But instead of waiting approval, they sent me a mail offering me a 25 euros bonus if I cancel it to try to win more, what I did like an idiot and lost. I was mad and felt manipulated into losing but I could only blame myself.

The withdrawal was paid on the 29th of April to my bank account and I think it's weird that after more than a week it is still not in my account while 2 other payments from other casinos which were won after these 250 euros managed to reflect on my account already.

Since I submitted this complain on Friday night and that they answered me today the finance team is working on the problem, I want to give them the benefit of the doubt, so I suggest to wait a couple days to see if money comes.

Best regards,

mrmileena

I fully understand your frustration, mrmileena. I will set the timer for additional 3 days and if there’s no development by Thursday, which will be exactly two weeks from requesting the withdrawal, we will intervene. Let’s stay positive and wait for the good news. Thank you in advance for your patience.

Hello,

Alright, thank you for your message.

I'll wait until then and I will tell you if I receive the money.

Thank you for everything.

Best regards,

mrmileena

Thank you, mrmileena, for your understanding. Hopefully, I will hear some good news from you soon.

Hello,

Thank you for your message.

Here is what they wrote today:

Hello Adil,

We contacted the payments team and they have sent an inquiry to the external payment processor to investigate.

You will be notified as soon as we have a response from their side.

Best Regards,

Faye P.

Support Team

I guess I have to wait more.

Best regards,

mrmileena

Thank you, mrmileena, for the update. It is an unpleasant situation indeed. Nevertheless, I will check back with you tomorrow and if there's no development, we will intervene.

Hello,

just to inform you that my bank replied me today, telling me that no payment of 250 euros has been sent to me. They told me to tell the payers to check their bank on their side because the problem is on their side. I can send you their message if you need it.

I wrote to the casino today and i told them that, i also proposed them to pay my winnings on my skrill account because it is instant but i haven't received any reply yet.

I think it is really inacceptable to wait more than 2 weeks and to run after my bank and after the casino as well to be paid 250 euros, what would it be if it was more?

I have been playing casinos for years, making a lot of withdrawals using bank method and it is the first time in my life it takes more than 2 weeks and i haven't even be paid yet. Usually after maximum 3 days, the money is on my account. I really start to think that they actually never made the payment.

Best regards,

Adil M.

Please forward any relevant communication with your bank to petronela.k@casino.guru. Afterwards, we will contact the casino. Thank you very much in advance.

Hello,

Thank you for your message.

Here is what they wrote to me today :

Hello,

Unfortunately, the funds were returned to us by the processor and has been added on your casino balance.

They are currently investigating why the funds could not be sent to you.

You can choose another payment method for the payout, if you also deposited via the same.

Best Regards,

Support Team

So not only they waited 2 weeks to see the money returned back to them but now they ask I withdraw with another payment method if I deposited with it, so they want me to deposit again with skrill for example, knowing I only deposited with mastercard. This is totally absurd.

I don't have money on skrill account and I don't want to send money there, it will take a week to reach and most of the players commented that when they tried with skrill, they say they cannot be paid because of an error. So what should I do?

I feel like they did not pay me at all and they lied they paid by bank and want me to play the 250 euros, just like they made me with my first withdrawal when they offered me bonus if I cancel it.

Please make them pay immediately, I don't want to deposit again, it has been 2 weeks I didn't see my winning money.

Tell me what do you need I send you.

Best regards,

mrmileena

Thank you very much, mrmileena, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello mrmileena,

I looked at your complaint and will do my best to help you. I would like to invite Goldwin Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Hello Viliam,

Thank you for your message.

I wrote them to tell them I won't deposit again until I get paid.

I have withdrew again using bank method, I gave them the informations my bank told me to.

I want them to pay by bank like i asked it by resolving the problem or pay on my skrill account. They don't need I deposit first, I play on another casinos who paid me on skrill even if I never deposited with this method.

I am waiting it to be approved again and I'll see if it comes on my bank account.

I just think it's really fooling a player to tell after 2 weeks that the payment went back on their account. They must have known it the following day they made the payment, if they really did it. Very suspicious to me... In plus, they never write anything if there is a problem, it is always me who has to write and run after them for an answer.

Thank you for your help.

Best regards,

mrmileena

Hello Casino Guru,

The player was paid on the date mentioned i.e. 29th April via bank transfer.

When the Finance department sent an inquiry to the external payment processor, after the player lodged a complaint that the funds were not remitted, they received a response that it was declined and being looked into.

This was also relayed to the user, as he mentioned above. The funds were in no way held on our end.

If you want, I can send you the proof via email. They're currently waiting for a feedback from the processor as to what went wrong and if it will be ok to process the funds again via the same method.

Regards,

Amanda H.

Dear Casino,

thank you for the information. Please, let us know when you'll get feedback from the payment processor and what will be the next step.

Hello,

they sent me this message:

Hello,

Thank you for your patience as this issue was being investigated.

Unfortunately, the funds could not be remitted as the bank transfer processor does not process payouts to Switzerland.

As such, we are not able to approve the payout via that method.

We kindly advise you to make use of another method available.

Thank you for your understanding.

Regards,

Finance Team

I cannot withdraw with any other method since i deposit with my card, i cannot even withdraw with skrill since i did not deposit with it and i will not deposit to be paid it is ridiculous. I do not have money on my skrill account so i cannot deposit there.

They do not make payouts to switzerland but they accepted my deposits from my swiss card. What nonsense!!!

They can cancel some deposits i made with my mastercard for the amount of 250 euros and i will be fine.

I think it is not my problem if you cannot pay, i feel like it is always me, me and me, i have always to do things but you can pay, it is easy. Why making me wait and finding

Hello again,

The money just arrived on my skrill account. Thank you very much.

And thank you to casino guru team for helping me into this.

You can now consider this complaint as resolved.

Best regards,

mrmileena

Dear mrmileena, Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it 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, but I hope you won’t come across a problem like this again. Best regards, Viliam Casino.Guru