Goldwin Casino - Player’s withdrawal has been delayed.

I am still waiting for my winnings of $800 NZ to appear in my bank account. Received email from casino that withdrawal was approved 01.11.22 which was 17 days ago

Dear sharz2020,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina

I understand that I have passed the KYC verification, although I don't know what that means. I uploaded my verification documents the live chat support person confirmed I was verified. I have had several chats this week with the agents and I received email confirmation my withdrawal was approved 1st November

I forgot to add this is my first withdrawal. I had a wager free bonus

Hello any updates on my complaint. Do you need anything from me. If so let me know

Thank you very much for your reply, sharz2020. Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your casino account?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear sharz2020,

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.

Hello, I have great news. The casino emailed and advised they received the money back. They gave me clear instructions how to fill in the bank transfer option correctly as I made the error. The payment came through to my account 3 days later. I had a balance of $800 NZ and received $711.54 from the casino.

I am happy to hear this! Can we now consider this case resolved?

Yes this case is resolved

Thank you

Dear sharz2020,

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,

Kristina,

Casino.Guru