GoSpin Casino - Player's withdrawal is delayed and pending.

Hi there

Sent all verification document including passport and first requested withdrawal on 26/07 withdrawall was declined.

Jul 26, 2024, 8:59 PM I was requested to send a photo of myself holding a previously provided passport next to my face with all my personal details clearly visible and a sheet of paper with the following digits in another hand: 4564

Photo as requested above was sent back on Jul 27, 2024, 9:05 AM as soon as I awoke and saw the email. After sending this I requested the withdrawal again which was declined

Jul 28, 2024, 3:14 AM

I was asked to film a video do the following:

Things you must perform in the video:

1. Say your full name, date of recording the video on the front camera, and that this video is dedicated to the additional verification process on our company's website.

2. Show what is around you, so that we can make sure there are no third parties nearby.

3. Wave your hand in front of your face for several seconds to make sure you are not using any face-editing software.

4. Show yourself holding your document, and a paper with today's date our product's name.

5. To make sure your document is genuine, please remove a piece of paper and show your document close to the camera, rotating it at different angles so we can see blinking holograms and watermarks on your document.

The video as requested above was sent back Jul 28, 2024, 8:50 AM After sending this I requested the withdrawal again which was declined

After a couple of days I followed up with online chat about how things were going with this they informed me that it can take up to 5 days. I followed up again after 5 days and was abruptly told i need to wait 7 days.

After 7 days Aug 2, 2024, 11:26 PM a notarised copy of my passport was requested. I needed to wait until after the weekend to request this from my lawyer as they are closed on the weekend.

Aug 5, 2024, 9:37 AM I send a notarised copy of my passport. After sending this I requested the withdrawal again which is still pending

Since then live chat have not been helpful and just told me I need to wait

Its clear they want me to play away my winnings so they dont have to pay me out. Its been 17 days waiting for verification and giving them everything they have asked for. I even asked if they can please give me the withdrawal option of bank transfer so the money could go back to the account it came from (i deposited through Poli) and they said this is not an option.

Please help me get my winnings I have never had this problem with any other casino before.

Documents provided to casino i have uploaded for you reference. Video can be found here due to size

https://www.dropbox.com/scl/fi/7y2ka4ffmwxjzasxzapgz/IMG_2819.MOV?rlkey=yuufxqbnf97nagoid9ljm3gdb&st=5kvd8o01&dl=0 

Dear Blight33,

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,

Dominika

Hi Dominika

My issue is with getting verified I have given all they have asked for and waited 17 days as above. Are you able to intervene at this point?

Hello Blight33, is your withdrawal request from August 5th still pending?

Yes it is but if they reject that withdrawal then I have to start a new one and it will keep resetting the date so the 14 days will keep going on and on If that makes sense 😞

Thank you for your reply, Blight33. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

Dear Blight33,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Dominika what response are you needing from me? The are no updates from the casino on my verification other than I need to wait and the withdrawal is still pending

Hi Dominika,

It’s now been 15 days since the withdrawal was requested and the casino has still not accepted the notarised passport, casino support is still unhelpful. Are you able to intervene at this point?

Appreciate your help.

Hi Dominika just to let you know the casino has processed my withdrawal thank you for your help!

Dear Blight33, could you please confirm once you have received the payment?

Payment had been received, thank you!

Dear Blight33, 

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Dominika

Casino.Guru