The player from Germany has been experiencing issues with withdrawing €440 for two months. Despite completing a verification process and changing her bank account, the casino website error message still prevents payment. The player suspects stalling tactics from the online casino, while she's been given no useful information from the casino's chat support.
Goldwin Casino - Player's withdrawal is continually delayed.
Amount: €440
Goldwin Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
8 months ago
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9 months ago
Translation
Several months ago, I won 440 with a deposit of 20 with a bonus without revenue requirements. Ever since I went through the verification process, I've experienced issues transferring to my bank account. Previously, it was always restricted, but now after another five months, I continually receive an error message about too many attempts.
In the chat, they offer no help and merely string me along. Now, I've even got a new bank account as the previous one has been closed. I've reported this as well. This whole thing has been ongoing for two months now. I can provide more specific details if necessary. Now I'm sure that this is a stalling tactic. They claim that my bank is to blame. However, when I inquired at my savings bank, they knew nothing about this. I've read that you can help with this. Please assist me.
Kind regards,
Helene Morlang
Automatic translation:
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9 months ago
Dear Lenuschka,
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 to make sure I understand your situation completely.
Could you please advise if you passed the KYC verification? Has your bank account been verified by the casino?
Have you accumulated your winnings with or without an active bonus?
Have you tried using a different withdrawal method?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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9 months ago
Hello Helene & Veronika,
I hope you are both well!
I have reviewed the case and the player submitted a withdrawal request of EUR 440 on 28 June 2023. This withdrawal was processed and paid by the casino on 04 July 2023.
On 05 July 2023 we were informed by the payment provider that the funds were rejected by the player's bank.
The player was also informed regarding this on Live Chat on 21 July 2023.
In this case the player needs to check with her bank to find out why they have rejected the payment.
Currently the funds are still in the player's account balance, as no other withdrawal request was placed since the funds were returned to the account balance.
The player can request the withdrawal again to the same bank account, if they confirm everything is good on their end, or the withdrawal can be requested to a different bank account (from a different bank).
Our support team can assist with the process and also inform on the alternative withdrawal methods available.
With regards,
Eugenié Lacroix
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9 months ago
Translation
Hello Veronica, hello Eugenie Lacroix
(for a detailed description of the events up to here)
The KYC is already, that's how I generally handle it, provided by me right from the start for all the docs.
With the 3 divisions, if you click on it again, you can see
1.ID.. Person is green verified
2nd address... is still pending
3. PAYMENT METHOD..
In Pending
When I transferred my money, I was still at the Postbank at that time. This, in turn, was canceled in April of this year and is therefore no longer available. (Bet that Goldwin will always try to transfer the "only" payout attempt there.
Winning the 440 with a bonus but no wagering requirements led to success long before Postbank was terminated. Of course I tried that time there first the payout at that time. But was always processed only to be rejected days later. Since I also have no knowledge of English, a friend always wrote to me online chat and always came out that they only needed to write a detailed view of the account..
With each further sending of these documents to the insufficient, they made a further detail mandatory. It should name address of me
Bank acquisition Iban bic.. Be there. Account statements were insufficient. I was always despairing of what else...
Drama began when the Postbank was included in the pool but no longer existed. Also sent the letter of termination of this bank.
And so that my savings bank should now be included in this letter. I don't see a bank to click anymore either. Because at some point the Postbank was actually at klick withsraw per bank. Now deposited and they insisted that the payment could only be made to this account. With many other chat supporters, we have always expressly pointed out that this does not exist now. But instead my new Sparkasse account. WHEN I asked the bank directly whether a deposit attempt was rejected by the bank, the Sparkasse definitely NO. IT NEVER HAPPENED.
Now my friend has explained this emphatically in the chat for the umpteenth time. They kept wanting a letter from the Sparkasse again. View details online and as a PDF to pass on to goldwin..
Well, my friend has made himself smart online and I no longer advised me to stall with this chat and suggest the payout.. to cancel it days later or more often directly after the attempts. There is probably nothing to shake about the payout amount. You're probably hoping I'd gamble it away. That would be the case with my friend for sure. That often happened to him too. Now he's a lot more reasonable. But he often didn't wait patiently for his winnings with such scams or was resigned. I don't see that. I, too, pay often and rarely win. But don't whine like Goldwin when they haven't received anything from me with my new registration so far. But it has only happened to me 3 times with new registrations.
I'm katting here first and since I'm losing my overview... do you still need answers or documents screenshots etc..
Thanks a lot for your help by the way.
Oh well, since the Sparkasse could have been included in the profile, they didn't say anything to the contrary. But instead of showing everything smoothly, the message appears at the end of the withdrawal attempt..
"To many..."
greeting
Lena Morlang
Automatic translation:
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8 months ago
Hello Helene,
Your account has already been verified and all the documents you sent were approved on 04 July 2023.
In order to receive the funds in your casino account balance you need to place a new withdrawal request from your casino account.
If your bank confirmed everything is fine you can try to request the withdrawal to the same bank account. Since the first payment was rejected by them it is with risk as they may reject it again.
You can also request the withdrawal to a different bank account, opened with another bank. In this case you will also need to provide the Finance team with a bank statement for the new account - showing that you are the owner of that account.
With regards,
Eugenié Lacroix
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8 months ago
Dear Eugenié Lacroix, thank you for getting in touch with us and for providing more details about the player's case.
Dear Lenuschka, have you tried submitting a new withdrawal request as Eugenié suggested?
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8 months ago
Hello Helene & Veronika,
I see that the player has requested a new withdrawal, to a different bank account, on 04 August 2023.
The request was processed and paid within the same day. The transaction status is showing as successful and the funds weren't returned.
Can you kindly confirm that the funds have been received on your end?
With regards,
Eugenié Lacroix
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8 months ago
Dear Eugenié, thank you very much for the update.
Dear Lenuschka, please let us know if you received your winnings.
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