The player from Greece is complaining about the lengthy verification process. Player’s complaint has been resolved successfully.
GoodWin Casino - Player’s struggling to withdraw his winnings due to ongoing verification.
Amount: €120
GoodWin Casino
Safety Index:Below averageSafety Index
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5.3
GoodWin Casino has a Safety Index of 5.3, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
Public
Public
4 years ago
Translation
I opened an account at goodwin casino, I made a deposit of 10 euros twice and I won a total of 120 euros together with the 20 euros of the deposit, I made an account identification (I was asked for documents) and then I made a withdrawal which has been finalized (as shown in the site history ).
When I contact the support of the site, he finds various excuses that for some reason the transaction cannot be made and he asks me for the number of my debit card that I initially made the two deposits of 10 euros, I have also sent them the IBAN that the card is connected to. and I had given them the card number via chat now they ask me to send it to them via email.
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4 years ago
Dear KYRIAKOS,
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. None of the licensed casinos takes KYC lightly, and it might take a few working days completing this thorough procedure. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality, correct format and as soon as possible. If all the data is accurate, there should be no reason for the casino to delay your withdrawal.
Have you been advised what exactly seems to be a problem in verifying your account?
I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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4 years ago
Translation
MY ACCOUNT HAS BEEN VERIFIED. THE MONEY I WITHDRAW DO NOT DEPOSIT
EVERYONE SAYS EXCUSES
Edited
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4 years ago
Translation
FINALLY THEY SENT ME THE MONEY THANK YOU VERY MUCH FOR THE HELP !!!
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4 years ago
As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, KYRIAKOS, for your confirmation and please don’t hesitate to contact us 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
