GoodWin Casino - Player’s struggling to complete KYC verification.

I reopened my account a few days ago and deposited 100 euros, earned 200 and withdrawn them and they paid me for a visa the same day. The next day I returned to deposit 200 and earn 700, now having a balance of 900 euros. I made a withdrawal on the 27th but they return the money to the casino balance because they ask me for documents.

Once I have been able to verify documents they send me an email telling me to send the cards with which I deposited several months ago (February and March) and it turns out that I ask for the number of those cards but they do not answer anything.

My cards from several months ago are canceled and destroyed and I only have one card ending in 4420 which is the one I currently use.

Well, it seems that they do not enter into reasons and they do not answer me or give me any solution and I have already told them that those cards no longer exist.

Also they collected all those deposits from several months ago

(February and March) and I do not know what comes now to demand that I send you a photo of those cards, I repeat, they no longer exist.

The withdrawal money is sent back to my account balance at the casino and we are never done with this.

Dear Jose,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. We will contact the casino and ask for their cooperation resolving this issue, but, before we do so, could you please confirm that verifying your old, no longer existing bank cards seems to be the only obstacle standing between you and your winnings? Have you provided all the other relevant documents needed to complete KYC (verification) process?

Lastly, could you please confirm that you have deposited funds into casino account with your new VISA card?

I hope we will be able to help you resolving this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I confirm that the old cards no longer exist because they were canceled in their day. Neither do they answer or say what cards they are (in case I can look them up in the Bank's files).

The other documents are OK and can be seen in the profile-verification inside the casino.

I also confirm that I have deposited 100 + 200 euros with the new card ending in 4420 and the only one I have.

This was about 5 or 6 days ago, when I reopened the Goodwin account

Thank you very much, Jose, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thanks to you for helping me.

I send them documents to see that they are verified but every time I make a withdrawal they send the money back to the casino balance. And it's 900 euros

It's not fair

Where can I send you the verified documents?

Is that on this page there is nothing to "attach"

Hello Jose,

I looked at your complaint and will do my best to help you. I would like to invite Goodwin Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

Hello Petronela: I have reviewed the deposits and withdrawals

Deposit between February and March of this year ..... 3,550 euros

Withdraw on the same dates .... € 850

So I lost 2,700 more or less and asked to close an account that was reopened last week.

I only get the charges and credits in my account but I can't see with which card it was because it was canceled, once I asked to close the account at the casino.

It is assumed that if you charge € 850 the card was verified on its day.

They still do not answer ...

This afternoon I have written to them but they do not answer and there is a pending withdrawal of € 900

Regards, and thank you very much

hi Villiam: I have looked this morning and this remains the same.

In casino notifications it says "Payment is canceled. Need verification.Amount"

a greeting

hello: Goodwin has paid me the 900 €

They asked me this morning for a visa that I still had saved (thank goodness), I sent it and they have verified my account

I HAVE CHARGED

Dear Jose,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam