GoodMan Casino - Player believes that their withdrawal has been delayed.

1. I made two withdrawals via bank transfer of $6k each on 9 May 2023 which have since been marked as "accepted" however these funds have not been paid into my bank account. It has been more than a week for the first withdrawal and 3 days for the second since being processedas accepted. I have contacted support and my VIP manager which contine to respond with automatic replys saying that withdrawals need to be checked against fraud even though they have been marked as accepted.

2. I set a cooling off period on my account. During this period I was allowed to access the blackjack table 7 and gamble and lose $8,900. I should not be able to access the games while in a cooling off period. Again support and amd my VIP manager have been made aware of this and no action has been taken. This occurred 4 days ago.

I appreciate your help with these two issues.

Dear Jman,

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

Hi,

Thank you for response.

I understand it can take time for finance departments to check bank transfer withdrawals, however once the withdrawal has been changed from pending to approved the money is usually transferred into the nominated bank account with a few days.

It has been longer than a week since the first withdrawal was processed as approved but no money has been received in my bank account.

Kind regards,

Jman

Also to add there was no response to point number 2 in my original complaint. A casino should not allow a player to access games and gamble with there is a cooling off restriction on the account. I have brought this up with the casino but not received a reply.

Sorry just to clarify about the withdrawals as I got the terminology wrong, when I say approved I mean the casino finance department had set the withdrawals as accepted, meaning all checks had been complete. It has been more than a week since the withdrawal status had been changed to accepted and no funds received

Thank you for your reply, Jman. I checked the Responsible Gambling section and I found this:

"Cooling-Off Limit. You can set a Cooling-Off Period for a definite period of time. While the limit is active you cannot deposit to the Casino and you will be excluded from all promotional offers, although you may withdraw the remaining funds during this period. Cooling-Off period is applied to your account immediately. Upon its expiring your account will automatically be re-activated."

Could you please clarify when and how exactly you requested the cool-off period? How many days was your account supposed to stay inactive? Please forward your request for the cool-off period (or confirmation that it has been set) to kristina.s@casino.guru. Alternatively, you can post it here. 

Dear Jman,

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.