The player from Germany had won a large sum of 10,000€ at Goodman Casino. The first two withdrawals of 2,500€ each had been received, but the remaining amount had been delayed without a clear reason from the casino. The player had contacted the casino repeatedly and had received generic responses, despite the casino's terms which stated withdrawal limits of '5,000€/day and 10,000€/week'. After we had contacted the casino, they claimed it was a technical error and forwarded the issue to their payment provider. Eventually, the player confirmed that he had received the remaining 5,000€. The casino thanked the player for his patience and confirmed the successful transactions. We then closed the complaint as 'resolved'.
GoodMan Casino - Player’s partial winnings remain unpaid.
Amount: €5,000
GoodMan Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.6
GoodMan Casino has a Safety Index of 8.6, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
Public
Public
10 months ago
Translation
Good day. I have an issue that I'm trying to explain in as much detail as possible for you to understand it at best. The problem is not related to any bonus break or something similar. It is about the withdrawal time. To elaborate:
On 31st December 2023, I deposited 50€ with a 100% match at Goodman Casino. The wager was 2000€. Fortunately, on my 5th spin at a 4€ bet, I scored a 2500x hit, which netted me 10,000€. I played through the wager to its end and eventually had 10,000€ in my account. The bonus I received had a maximum bet limit of 5€ and a maximum withdrawal limit of 10,000€.
I then verified my identity. This process was relatively quick. Afterwards, I initially withdrew 2 amounts of 2,500€ each. I used MiFinity for both the deposit and withdrawal transactions. The first 2,500€ reached me 2 days later, on 2nd January 2024. Up until this first payout, everything was fair and reasonable. However, Goodman Casino then stopped the payouts. Days passed, but there was no payment. I went to their chat multiple times, emailed them repeatedly, and always received the same reply: "needs more time because of checking". Subsequently, after 16 days, the second 2,500€ was paid. Since then, I have been waiting for the rest. For 2 weeks there has been no further payout, and I keep receiving the same response. I need your help because I am at a dead-end. I have probably written more than 25 emails to Goodman Casino Support, yet I keep on receiving the same replies. There are some different responses, but the majority are the same. It feels like I'm interacting with a bot. When I enquired, I was told, "No, we are not a bot". Goodman Casino has not provided any legitimate reason for the delay in payouts. Their terms state "5,000€/day and 10,000€/week". However, they are not adhering to their own conditions. I have all the necessary proofs. Please let me know what you need. Thanks.
Automatic translation:
Public
Public
10 months ago
Dear khalidzaoui53,
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, so I can understand the whole situation completely.
When exactly did you request your most recent withdrawal of €5000?
Do I understand correctly that your withdrawal is currently being delayed because of an internal check by the casino?
When was the last time you communicated with customer support and what was it about?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards
Veronika
Public
Public
10 months ago
Translation
Hello Veronika... I write to support almost every day but I never get a clear answer. However, the casino always assures me that I will receive my money, but I do not understand these delays and they are always justified with the same reason. 18 days ago I received €2500. So on January 2nd the first 2500€ then 2 weeks later the next 2500€ and then 5000€ were still due for payment. These were canceled on Monday on the grounds that MiFinity had a technical problem. They asked me to use the credit card as a withdrawal even though I have never deposited with a credit card. Then I should wait again until mifintiy has solved their problems. I don't know why they hesitate, but I think they're speculating that I'm gambling away the police money or that the casino doesn't have any money. However, I am entitled to this money. What do you need ? I have all the evidence. greeting
Automatic translation:
Sensitive attachment
Sensitive attachment
10 months ago
Translation
Good day . I've uploaded another screenshot of a conversation here. greeting
Automatic translation:
Public
Public
10 months ago
Thank you very much, khalidzaoui53, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
10 months ago
Translation
Thank you . I'll then wait for a reply from Tomas. I have only had €1000 in payout for 8 days now and I want to see if at least this €1000 will be paid out. Nothing... so goodmanncasino still owes me €5000. Attached is a screenshot from the last conversation 
Automatic translation:
Public
Public
10 months ago
Hello khalidzaoui53,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite GoodMan Casino to join the conversation and participate in the resolution of this complaint.
Dear GoodMan Casino,
Can you please provide an update on the status of the remaining payments?
Thank you.
Kind regards,
Tomas
Casino.Guru
Public
Public
10 months ago
Translation
Hello Tomas. Thank you for your feedback signal . I don't know what to do with goodmanncasino anymore. They always tell me that I don't have to worry, they just need more time. This money is mine. Here is an answer I received today 
Automatic translation:
Public
Public
10 months ago
Dear khalidzaoui53 and Tomas,
We appreciate your patience and understand your concern regarding the withdrawal process.
We would like to clarify that, based on our records, a previous withdrawal was successfully processed on our end, despite the player's claim of not receiving it.
However, due to the recent situation raised by the player and in adherence to our procedures, we are currently unable to initiate new withdrawals immediately. To address this matter and ensure a thorough investigation, we have forwarded the information to our payment provider. They will be investigating the technical error to determine the root cause.
We sincerely apologize for any inconvenience caused and assure you that we are actively working towards a swift resolution. Your understanding during this process is greatly appreciated.
Thank you for understanding.
Best regards,
SkyCrown Casino
Public
Public
10 months ago
Translation
Dear goodmanncasino, dear Tomas,
I didn't claim that I hadn't received one yet. I received the first €2500 very quickly. 2 days after winning. On January 4th that was fair and good. But then it took a whole 15 days to pay out the next €2500. Now there are still €5000 standing there for almost 4 weeks. I would like to have this €5000 please. And mifintiy has no technical problem! All Dama sites work with mifinty. Goodmanncasino I ask you to send me my money.
Automatic translation:
Public
Public
10 months ago
Translation
And they write "due to the player’s current situation" what does this mean?
Automatic translation:
Public
Public
10 months ago
Translation
Dear goodmanncasino, I have just deposited €50 via mifintiy. This worked smoothly. Now I'm wondering where exactly the technical defect with the payment provider lies? I ask you to send me my money and it will be fine.
Automatic translation:
Public
Public
10 months ago
Hello GoodMan Casino,
Can you please provide an update on the status of the payment? Have you already investigated the matter with your payment provider? Thank you.
Public
Public
10 months ago
Translation
Hello Tomas, hello goodmanncasino,
I have just received the remaining €5000. Despite everything, I would like to thank goodmanncasino. I would especially like to thank Tomas from Casinoguru. Thanks Tomas for your help. 🫡☺️
A few words again about the goodmanncasino: I think it's a real shame that you introduced yourself to me like that. Especially since I know a lot of other players and they contact me every day. Unfortunately, I cannot recommend this casino even though it (apparently) left a very good impression. Absolutely incomprehensible why the payouts took so long. If you can guarantee me in the future that the withdrawals will take a maximum of 5 days and I will receive a special compensation bonus, then I will deposit and play with them again and do so more often.
greeting
Automatic translation:
Public
Public
10 months ago
Dear khalidzaoui53 and Tomas,
Greetings! We appreciate your engagement and involvement in our online casino community.
Thank you, khalidzaoui53, for informing us that you have successfully received payouts in the past. Your feedback is valuable to us.
Based on previous successful transactions with "Mifinity", we processed three withdrawal requests totaling 5,000 EUR.
We express our gratitude for your patience and understanding during this process. We are pleased to have you as a valued member of GoodMan Casino.
Thank you for understanding.
Best regards,
GoodMan Casino
Public
Public
10 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, khalidzaoui53, for your cooperation and 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
