The player from Germany had complained about a pending withdrawal request made on 26th March. The player had been fully verified and had used a credit card for transactions. She had described the withdrawal process as unsmooth and felt the casino's support team was unhelpful. However, the issue was resolved when the player received her winnings. Consequently, we had marked this complaint as 'resolved'.
Goldwin Casino - Player's withdrawal request is still pending.
Amount: €1,800
Goldwin Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 weeks ago
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3 weeks ago
Translation
Good Day
I hope you can help me.
The first withdrawal didn't go smoothly, and even after a cancellation from the casino's side, it took 5 working days to receive my money.
This time, I requested a withdrawal on the 26th of March and there's been no progress.
It's still pending.
The support team isn't helping, they just tell me to be patient. But my patience is running thin. I hope you can help me.
Automatic translation:
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3 weeks ago
Dear nataschahohmann4,
Thank you for submitting your complaint. I'm sorry to hear about the issue you're facing.
To better assist you, could you please provide the following information:
- Was your account successfully verified already?
- Did you accumulate your winnings with or without an active bonus?
- Which payment method did you choose to withdraw your winnings?
- If there's any relevant communication, please forward it to petronela.k@casino.guru.
It's common for withdrawals to take some time to process, often ranging from a few days to a couple of weeks. Therefore, we recommend waiting at least 14 days after requesting a withdrawal before submitting a complaint. Assuming you've successfully completed the KYC verification and had your withdrawal approved, it's likely just a matter of time before you receive your funds.
We appreciate your cooperation and look forward to resolving this issue for you. Thank you in advance for your reply.
Best regards,
Petronela
PS: Could you please advise if you received your previous withdrawal?
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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3 weeks ago
Translation
Hello Petronela, first of all thank you for the nice answer. Tomorrow it will be 14 days and yes I am fully verified. The last payment came on the 5th working day.
It simply isn't processed here. Attached is a screenshot from half an hour ago.
I always pay in and out with a credit card. This was my first withdrawal and this one too.
It wasn't a bonus, if I remember correctly.
Automatic translation:
Public
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3 weeks ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, nataschahohmann4, for your confirmation, and please don’t 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,
Petronela
Casino.Guru
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