The player from Germany is facing issues with account verification at the casino. Despite submitting required documents and making a deposit as instructed, his attempts to withdraw the winnings have been unsuccessful due to inconsistent and conflicting instructions about wagering and verification requirements. As per the player's explicit request, we have closed this complaint.
GoodMan Casino - Player struggles with inconsistent verification rules.
Amount: €70
GoodMan Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Other
REJECTED
Case summary
1 year ago
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1 year ago
Translation
So, I managed to wager on the free spins I received. Now, when I tried to withdraw, I couldn't because I have to be verified first. I sent the documents, but they weren't accepted. Here's the message I received: According to the terms and conditions of the casino, you are required to undergo verification for security reasons. To confirm your account, please upload the following documents to ""My Account""> ""Profile""> ""Verification"":
- Photo/screenshot of your E-Wallet MiFinity davidmi****@***oo.de that shows your name and email address clearly;
- Please upload a selfie with your ID and paper (in one hand) where it states, ""Hello Goodman Casino and current date"". Please note: both your hand and document must be fully visible. It can be any sheet of paper (graph or lined paper), except a blank one.
Please note that you must make a minimum deposit with a new payment method to activate it. Afterwards, you need to verify the new payment system and upload the screenshot/photo to confirm the deposit.
In this instance, you do not need to meet the x3 turnover conditions of the deposit.
If you have submitted all the necessary documents and followed all the rules, the verification process should take about an hour. Otherwise, we will request new documents that comply with our casino's rules.
I submitted documents from MiFinity proving it is my account, but they were rejected multiple times. The messages I receive don't ever say they're approved, only not approved.
I was then told to deposit using it, which I did - I put in 70€. After that, I tried to withdraw the 50€ but received this email:
To make a successful withdrawal, you need to activate the payment method you want to use. To do this, you need to make a minimum deposit and wager it x3. Plus, we also request you to upload the proof of this payment method to your personal account.
So, now they're telling me to wager x3 even though the first message said I didn't have to?
And how many more documents do they expect me to upload, only to be rejected every time? This casino is a disaster.
Automatic translation:
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1 year ago
Dear davidmikalo,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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1 year ago
Translation
Can be closed. I have decided to close the account
Verification is impossible and I don't want to mess with that crap. Yes I even have sowad: Please upload a selfie with the ID and the paper (in a hand) that says "Hello Goodman Casino and current date". Please note: your hand and document must be fully visible. It can be any sheet of paper (squared or lined paper) except blank.
I'm all too stupid
Edited
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1 year ago
As per the player's explicit request, we have closed this complaint. Regrettably, the player chose to close the account instead of pursuing a resolution in this case.
We apologize, davidmikalo, for not being able to offer assistance on this occasion. However, please feel free to reach out to us again in the future, and we will do our best to help. We are always here to help.
