The player from Switzerland is encountering delays in withdrawing 5,000 Euros, which is within the daily limit. The player still has 19,000 Euros waiting to be paid out. They also have concerns about the casino's responses and inconsistent information about payment timeframe. We contacted the casino, but before it replied, the player informed us about getting payments and asked to consider the complaint to be resolved, so we closed it accordingly.
GoodMan Casino - Player's withdrawal is delayed.
Amount: €19,000
GoodMan Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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1 year ago
Translation
Seven days ago, on 10/25, I requested a withdrawal of 5,000 Euros. This is in line with the daily limit. However, my request has still not been processed and is still listed as pending in my
transaction history. The answers I get from the chat are always the same. I believe this is AI-driven and not staffed by real people. However, the answers are contradictory at times. Two days ago, I was told that it could take up to 5 business days (which was yesterday) and today I was informed it can take up to 7 business days. Overall, I still have 19,000 left to be paid out. The withdrawal was made via bank transfer. By the way, I had already successfully received a payout to my bank account in 2022.
Automatic translation:
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1 year ago
Dear swiss11,
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,
Kristina
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1 year ago
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Thanks for the reply.
Unfortunately nothing has changed and I've been waiting for the payout for 9 days now. The account is verified and I had already successfully paid out in 2022. I will contact you again after 14 days. However, it seems mysterious to me why this casino has 8.1 in the ranking.
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12 months ago
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Hello
Today is day 14 and I am still waiting for a payout, which was made on October 25th, 2023. Although a payment was approved for me on November 6th, a sum of 14,000 is still outstanding. 1000 was requested for payment by me on October 25th. The remaining amounts according to the terms and conditions (payout limit) are offset (October 31st / November 1st / November 6th)
In the chat I am told it is normal and that active accounts are taken into account before accounts that have set a limit. This is beyond you.
my VIP manager rarely responds to my messages and the usual standard is communicated in the chat (the payout is processed in the order...)
are open for payment
1,000.00 since October 25th
4,000.00 since October 31st
1,000.00 since October 31st
4,000.00 since November 1st
1,000.00 since November 6th
3,000.00 since November 7th
what can I do to speed up the process?
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11 months ago
Thank you for your reply, swiss11. Have you accumulated your winnings with or without an active bonus? Could you please post a screenshot of your withdrawal history here?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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11 months ago
no, I didn‘t play with a Bonus. Today they said, that one cashout EUR 4‘000 is processed from their side. But still nothing changes in my account. Of course I allerady became some money from them but this is crazy, waiting always for so long….
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11 months ago
Translation
I have just been informed that the confirmation from October 25th was only confirmed by the casino today and from now on it may take up to 12 more working days until I receive the next payout. However, the status of my payout is still unchanged. I was assured that they were now waiting for confirmation from the bank. I feel like I'm being ripped off here with constant excuses.
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11 months ago
Thank you very much, swiss11, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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11 months ago
Hi swiss11,
I've reviewed your case and am sorry that you came across such an issue with the withdrawal of your funds. I'll try my best to help you by contacting the casino and we'll see what can be done when they reply.
Dear GoodMan Casino, I'd like to invite you to participate in the resolution of this complaint. Can you please share more information regarding the case? Can you please specify why it takes you so long to process the player's withdrawal requests? I'd appreciate it if you could set the time frames for processing the payouts so that the player knows when they can expect to receive their winnings.
If you have any supporting evidence relevant to the case, please send it to my email address natalia.b@casino.guru.
Looking forward to hearing from you!
Best regards,
Natalia
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11 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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11 months ago
Translation
An update from me
There are still 2 payouts outstanding. However, the remaining transfers were made. Sometimes after over 20 days! I'm still disappointed that it's been held up for so long. However, I think there are worse casinos. Ultimately I receive my money and that's why they can close the complaint on my part.
I would like to thank the team for their commitment and support.
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11 months ago
Dear swiss11,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
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,
Natalia
Casino.Guru
