Goldwin Casino - Player’s withdrawal has been delayed.

Hallo 🙂

ich habe bei diesem Casino 6000 Euro gewonnen ! Wie üblich darf ich nur 2000 Euro auszahlen ! Jetzt warte ich seit 6 Tagen und meine Auszahlung ist immernoch auf pending ! Support sehr freundlich aber immer copy Paste! Im Internet finde ich nichts über dieses Casino ! Erhalte ich mein Geld ?

Dear Mulahontas,

Thank you very much for submitting your complaint and forwarding the email with all the relevant communication. I’m sorry to hear about your delayed withdrawal. Could you please confirm that your account has been successfully verified in the past? Have you ever received any payments 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 or you’re withdrawing a bigger amount of money. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. 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

man bekommt bei diesem casino wohl keine email das man verifiziert wurde ! Ich habe dennoch alle Chats Verläufe ! Mir wurde direkt am nächsten Tag im

chat mitgeteilt das ich verifiziert worden bin und der Auszahlung nichts im Wege steht ! Jetzt ist schon der 7 Tag und es ist immernoch auf pending! So lange hat kein Casino bei mir gebraucht

Thank you very much, Mulahontas, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.

Danke schön ! Ich war so eben im Chat und es heißt immer noch wie Montag das ich verifiziert bin und keine Sorgen machen muss ! Das finanzteam würde Wochenenden nicht arbeiten ! Ich hoffe das ich es Morgen bekomme! Ärgerlich

Hi Mulahontas,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Goldwin Casino to the conversation to participate in the resolution of this complaint.

Die 2000 sind immernoch auf pending ! Langsam werde ich sauer 🙁 kein Bonus nichts benutzt

We would like to ask Goldwin Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Mulahontas,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter

We reopened the complaint as per the casino's request. We received the following message:

"Hi Mulahontas & Peter

 Hope my message finds you well.

 Apologies for the delayed response, I wasn't here at that time.

I am here now and I want to address all concerns.

 I see the 2000 Euro withdrawal was processed on the 4th of June, successfully.

Hope to see many more winnings from your side, Mulahontas.

 Please be informed that right now you have many more deposit & withdrawal options, for your convenience.

As well there are more games and more tournaments/extra bonuses as before.

 Let us know should there be anything else."

Dear Mulahontas,

Could you please update us on the status of your withdrawals?

Dear Mulahontas,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Even though we assume that the issue has been resolved, without confirmation from the player, we are forced to reject this complaint.