The player from North Rhine-Westphalia submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The casino started processing withdrawals in weekly installments, therefore we marked the complaint as resolved.
Goldwin Casino - Withdrawal of player's winnings has been delayed.
Amount: €30,997
Goldwin Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I have the following problem. I won quite a large amount at Goldwin, according to the terms and conditions you can only withdraw €5,000 per week. But that's not true, because according to support, the whole thing depends on the level. Well, now I'm at level 89 there and I'm actually entitled to a higher and faster payout (see pictures). But the casino stands in the way. Withdrawals still take at least 8 days if not longer and the withdrawal amount has only been increased to €3,000.
The casino makes sure that I gamble away my winnings again. But it won't happen. On the contrary, it would be nice if the casino would finally stick to their terms and conditions and increase my limit and process my withdrawals faster.
Automatic translation:
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1 year ago
Dear TranceBabe,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Translation
I played without a bonus and nothing needs to be checked since I have already withdrawn part of my winnings. The casino aims to gamble away your winnings and that sucks. PS: I won at the end of February and I still haven't received all of my winnings.
My activity level
Higher and prioritized payouts? I don't notice anything.
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1 year ago
Translation
Back to the "prioritized payouts" from level 76. I haven't noticed anything about prioritized payments until today. I'm now level 92. 🙄 It still takes 8-10 days for the money to be in my MiFinity account. In every other casino the money is there within an hour.
Asked there yesterday about a further increase in the amount paid out. *From level 91 you have reached the prestige rank!* There is no further rank, only further level rewards up to 100.
Among other things, the answer today was:
"We are pleased to announce that you can request a new withdrawal limit increase once you have reached at least level 96. Once you have reached this level, please contact us and we will be happy to assist you with your request. "
Level 96? They really want to screw me. 😡
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1 year ago
Translation
The case can be deleted.
The casino only pays out weekly and only a maximum of €5,000. Nothing will change there either. 🤷♀️
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1 year ago
Dear TranceBabe,
I will now mark the complaint as 'resolved' in our system. In case the casino stops processing your withdrawals, feel free to reopen this complaint.
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
