Goldwin Casino - Player's withdrawal requests are delayed and cancelled.

I attempted to make my first withdrawal via bank transfer, I received an email to say it was approved but then a day later I received another email stating it was cancelled due to technical error due to being registered in AUD (I live in NZ), I hopped on live chat and was told to initiate another withdrawal and my bank would do the conversion and it will work the second time, so I initiated a second withdrawal attempt, after waiting 4 days I messaged via live chat asking for an update and was told I had to just wait, the next day it was cancelled due to technical error this time no other info was given. So I messaged again and was told to initiate another withdrawal or to try withdrawing via crypto, I don't have crypto so I tried via Skrill which failed, so once again I messaged and was told I cant withdrawal via Skrill since I didn't deposit with skrill.

Hello charleegirl,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Goldwin Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when is your account fully verified?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Please note that it is a standard procedure if you want to use a new withdrawal method to deposit a minimal amount with it in order to verify the payment method.

Looking forward to your answer.

Regards,

Nick

Hi,

My account was verified just before the first attempt to withdrawal was accepted and then cancelled which was around the 8 November 2024. My withdrawal request came after my 2nd deposit which I'm pretty certain I did not claim any bonuses for and the last time I spoke to the casino via live chat was right before submitting the complaint to you and it was regarding why i could not withdrawal using Skrill after I was advised to try a different withdrawal method, to which they told me since i did not deposit using Skrill I could not withdrawal using Skrill and I had to withdrawal using bank transfer but it needed to be to a NZ account, I told them the bank account I had been trying to withdrawal to was an NZ account and they told me to initiate a 3rd request and I will be updated in the request via email when it is processed

I have initiated a 3rd withdrawal request for $100 via bank transfer which is currently pending

Hello Chantelle & Nick,

I hope you are both doing well!

The issue is that you have registered your casino account using a different currency than the one used in your country of residence. This means that you will not be able to use bank transfer to withdraw.

In this situations there are two options:

• You withdraw the funds using a different method from the cashier;
• We close the current a account and you register a new one, using the correct currency for your country of residence, to which we will transfer the funds (converted at the currency exchange valid at the date of the transfer).

With regards,

Eugénie Lacroix

Thankyou for looking into this, I can not use another method so how do I go about closing my account and reopening another?

Hello Chantelle & Nick,

Thank you for your response!

I see that you contacted our support team yesterday and managed to register a new account using the correct currency.

Your balance was transferred accordingly.

With regards,

Eugénie Lacroix

Yes I have, new withdrawal under new account is Pending. Thankyou

Withdrawal is still pending

Hello Chantelle & Nick,

Thank you for your response!

Yes, the withdrawal will have pending status until it is processed. Once this is done you will see the status change on your account.

The process can take anywhere from 1 to 5 business days.

With regards,

Eugénie Lacroix

Dear Charleegirl,

I’m glad to hear that you were able to request a withdrawal.

Please note that we recommend allowing up to 14 days for withdrawals to be processed. Kindly let us know once the funds arrive.

Best regards,

Nick

It is still pending so still waiting to hear if it has been approved.

Dear Charleegirl,

As mentioned earlier, withdrawals may take up to 14 days to process. Could you please clarify the exact date when you requested the payout?

If it has been less than the recommended processing period, I would advise waiting a bit longer.

Please let us know if there are any updates.

Best regards,

Nick

Hello Chantelle & Nick,

Thank you for your response!

The withdrawal was processed and paid on our end on November 22nd, 2024.

With regards,

Eugénie Lacroix

Dear charleegirl,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.