GoSlot! Casino - Player's payment was canceled.

Hallo, ich spiele seit mehreren Monaten bei GoSlot und hatte nie Probleme mit der Auszahlung, egal in welcher Höhe.

Nun sollte ich mein Konto verifizieren, hab alle Unterlagen eingesendet und mein Konto ist verifiziert, dennoch keine Auszahlung, da eine andere Kontoverbindung von einem anderen Gammix Ltd. Casino "im System war". Diese Kontoverbindung gehört mir nicht und ich bin bei diesem Casino gesperrt. Diese Kontoverbindung wurde auch nie bei GoSlot genutzt....

Jetzt bekomme ich keine Antwort mehr vom Support bzw. man wird sich melden, seit 4 Tagen nichts...

Dear andrekaehle2803,

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,
Complaints Resolution Center

Hallo,

ich habe Auszahlungen immer sofort erhalten, meist 2 Tage später, top Casino. Nur dieses Mal geht es um eine andere Bankverbindung eines anderen Casinos der "Gammix Ldt.". Das Geld JETZT nicht auszuzahlen macht keinen Sinn..

Dear andrekaehle2803,

Have you received your withdrawal from the casino yet?

Hallo, nein, habe ich nicht. Man möchte, dass ich den Nachweis wegen des Bankkonto erbringe... Wie gesagt: Das Konto wurde 1x für einen Account genutzt, der nichts mit GoSlot zu tun hat....

Thank you for your reply, andrekaehle2803. Could you 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.

Thank you very much andrekaehle2803 for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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 soon.

Hi andrekaehle2803,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite GoSlot! Casino to the conversation to participate in the resolution of this complaint.

Hallo Peter, ja bitte. Eine Sache noch: wenn ich den Nachweis nicht binnen 30 Tagen erbringe, sperren die mein Konto. Also ist Frist bis zum 19.09.2022... Danke für's helfen.

Thank you for the review.

We are sorry you have had a bad experience.

Although we cannot comment on personal information on a public forum we would like to address this issue in line with our responsibilities as a safe and secure gaming platform.

Any verification processes and procedures are done at the highest levels that are in place for your safety and ours. At times further diligence needs to be performed inline with regulatory obligations where documents and clarification would need to be requested to validate the information you have provided, if this is requested, further delays can happen if this documentation has not be received or have failed to be authenticated due to the document not meeting the required standard. This would also apply if further checks / requests have not satisfied the requirements for the respective issue or investigation that has been undertaken.

We can ensure that any such checks are done with valid reason and justification. We always strive to ensure the utmost safety of our customer funds, account information and to ensure we are following all the rules. This also applies to any party using the system in anyway to commit fraud against another party and/or the company.

As stated before we cannot disclose anything specific to your personal account but we hope this clarifies our stance on account security for both our customers, third parties and the company alike.

Best Regards,

GoSlot Casino

Dear GoSlot Casino Casino team,

Thank you for the statement, however, it wasn't very specific. I would like to ask you for more information. You can send it to my email address (peter.m@casino.guru). Any sensitive information can be blurred out. If required, we can ask the player to sign a Power of Attorney and send it to you.

Hallo, ich möchte hier nochmal verstärkt auf eine mögliche Schließung des Spielerkontos hinweisen, sollte hier nicht rechtzeitig gehandelt werden. Das Geld ist dann wohl weg, falls man hier auf "Zeit" spekulieren möchte.... Und nach wie vor ist für mich nicht klar, warum eine andere Iban, bei einem anderen gesperrten Konto, hier Probleme machen kann/soll....

Danke

Was gibt es hier für Neuigkeiten??

Hi, no, I haven't heard from the casino yet.

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’.

Und dann bekomm ich mein Geld nicht? Nur, weil das Casino sich nicht meldet?

Hi andrekaehle2803,

I got some response by Skype. The casino rep is looking into it and should reply soon.

Hi andrekaehle2803,

I found out that there is an ongoing investigation of your case. Unfortunately, we can't make a decision until there is a conclusion to this investigation. I'm afraid the only thing we can do right now is wait even though we don't know how long this will take. I will get back to you as soon as there's news. I wish I could be of more help.

Best regards,

Peter

Dear andrekaehle2803,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority or the casino itself, we kindly request you to forward us their official statement at peter.m@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Peter

We would like to ask andrekaehle2803 to reply to this complaint. We are extending the timer by 7 days. If they fail to respond in the set time frame, the complaint will be rejected.

Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected."

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.